Ball, Rafael (2009) Satysfakcja Klienta Jako Kluczowy Czynnik Sukcesu Biblioteki. przegląd biblioteczny 77 (1), pp. 5-15.
Evaluation and long-term assurance of customer satisfaction are integral elements of quality management in libraries. Quality defined as " all features and functions of a product or service that influence the way that product or service meets certain specified demands" (EOQ , 1976) is subjective in the case of each individual customer but the opinions of those customers make the basis for general evaluation which may help library in analyzing its strengths and weaknesses. The author discusses various initiatives taken by Forschungszentrum Jülich Central Library in order to retain its customers and presents results of online research performed in 2007 by the library in order to enhance the quality of its products and services.
|Institutions:||Central Institutions > University Library|
|Keywords:||Library , Library patrons , Patron needs , Patron satisfaction , Quality standards|
|Subjects:||000 Computer science, information & general works > 020 Library & information sciences|
|Created at the University of Regensburg:||Partially|
|Owner:||Dr. Gernot Deinzer|
|Deposited On:||13 May 2009 08:31|
|Last Modified:||11 Oct 2011 10:52|