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Measuring and Improving the Quality of Public Services: A Hybrid Approach.
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Seay, Thomas; And Others – Library Trends, 1996
Discussion of measuring and improving the quality of library public services focuses on a method for quantifying and categorizing patrons' comments from a questionnaire developed at the College of Charleston (South Carolina) library. Topics include Total Quality Management, measures of user perceptions, and defining the service role of libraries.…
Descriptors: Academic Libraries, Higher Education, Improvement Programs, Library Public Services