Measuring Service Quality. A FOLIOz MSQ Course Presentation Updated September 2009. What is the measurement of service quality?. To recap, service quality focuses on the needs and expectations of customers to improve products and/or services.
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A FOLIOz MSQ Course Presentation
Updated September 2009
The benefits of measuring service quality include:
“The key feature of which measures we chose should depend on their ability to provide feedback on our goals, and the chances of achieving these goals in an effective and efficient way…So our measures should start at our goals, and force us to focus our attention to take action towards them.”3
Reflection questions on next slide…
Generally organisations use a mixture of qualitative and quantitative methods:
More on these tomorrow!
For each of the ten determinants of service quality, think of an example of what the determinant could apply to in your library and information service.
For the examples you have thought of, rate your library and information service on a scale of 0-10, where 0 is not meeting the determinant at all and 10 is meeting it fully.