Service Delivery in Academic/ Tertiary Libraries. Improving Quality over Time. The institution and the communities served in the life of the library The library and academic departments and programs in the life of the institution.
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Improving Quality over Time
The institution and the communities served in the life of the library
The library and academic departments and programs in the life of the institution
The library, department/ program, and institution in the life of the user/customer
The library, program/ department, and institution in the life of stakeholdersFour Perspectives
9. How reliable?
11.How satisfied?Measurement Questions
Outcomes, including impacts
Libraries (user perspective)
Global judgment or attitude about the superiority of service
The interaction between users and the library (see next slide)
Setting expectations that library will “resource” to meet
Emotional reaction, impression, or feeling to a service transaction or encounter
An actual experience or that of someone you know
Influenced by overall experience and “experience of the moment”Two Types of Expectations
and is measurable
Delivering quality service
Service quality specifications
Management perceptions of
Continuous quality improvement
More benchmarking than continuous quality improvement
Neither = outcomes nor satisfaction
Standardized or flexible survey form
Disabilities and other special audiencesMeasuring Service Quality
Emotional response to (sense of contentment that arises from an actual experience in relation to an expected experience)
Frames willingness to revisit and customer loyalty
Complementary to service quality
Applies to all or certain library service area
Focuses overall or on specific transactionsSatisfaction
Surveys on homepage
Focus group interviews
*Diagnostic tools (like taking the temperature―a general reading)Listening to Customer’s Voice
Going beyond toself-reporting and looking, for instance, at
recommendations made to others to use library servicesSatisfaction
Nonusers (no way)
Infrequent to Very frequent
What is an acceptable response rate?
How do we deal with imposition on respondents and how do we repay them for an imposition?
What “dimensions” are probed?
When is the best time to gather data/
What is method of data collection?
Do we re-survey users: how often and with same instrument (no change in expectations probed?)
Do we benchmark?
Locally over time
Individuals with disabilitiesMore Issues
transactional log analysis
Perspective (e.g., customer/user)
Be selective: learn the process and develop over time
Continuous quality improvement
Databases on that site
(not focusing on particular skill set)
economy of navigation
Changes to architecture