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Biblioteka: Klucz Do Sukcesu Uzytkownikow = Library: The Key To Users' Success

URN to cite this document:
urn:nbn:de:bvb:355-epub-55931
Ball, Rafael
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Date of publication of this fulltext: 05 Aug 2009 13:49


Abstract

Evaluating and guaranteeing customer satisfaction in the long-term is an integral part of quality management in libraries. Quality is defined as “all of the characteristics and features of a product or a service, which relate to their suitability for fulfilling fixed or given requirements” [EOQ 1976] and it is determined by the subjective evaluation of the customer. Surveys are used to gather ...

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