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Direct linkBoyce, Crystal M. – Public Services Quarterly, 2015
Secret shopping is a form of unobtrusive evaluation that can be accomplished with minimal effort, but still produce rich results. With as few as 11 shoppers, the author was able to identify trends in user satisfaction with services provided across two entry-level desks at Illinois Wesleyan University's The Ames Library. The focus of this secret…
Descriptors: Academic Libraries, Library Services, Library Research, Action Research
Mackey, Terry; Mackey, Kitty – Library Journal, 1992
Presents W. Edwards Deming's Total Quality Management method and advocates its adoption in libraries. The 14 points that form the basis of Deming's philosophy are discussed in the context of the library setting. A flow chart of the reference process and user survey questions are included. (MES)
Descriptors: Administrative Principles, Flow Charts, Guidelines, Library Administration
Peer reviewedCalvert, Philip J. – Journal of Academic Librarianship, 1998
An instrument for measuring service quality was developed in Singapore's polytechnic libraries, based on previous work done in New Zealand. Focus groups of academic librarians reported on their understanding of service quality. Contrasts between the two instruments are examined. The time lapse between the projects accounts for some variation. A…
Descriptors: Academic Libraries, Evaluation Methods, Foreign Countries, Information Services
Peer reviewedColeman, Vicki; And Others – College & Research Libraries, 1997
Texas A&M University's Evans Library conducted a survey (SERVQUAL) to measure service quality in terms of tangibles (appearance of facilities, equipment, personnel, and communication materials), reliability, responsiveness, assurance, and empathy. Discrepancies between expectations and perceptions were found in reliability, responsiveness,…
Descriptors: Academic Libraries, Expectation, Higher Education, Institutional Evaluation
Download full textWhite, Marilyn Domas; Abels, Eileen G.; Nitecki, Danuta – 1994
This project tested the appropriateness of SERVQUAL (i.e., an instrument widely used in the service industry for assessing service quality based on repeated service encounters rather than a particular service encounter) to measure service quality in special libraries and developed a modified version for special libraries. SERVQUAL is based on an…
Descriptors: Attitudes, Feedback, Focus Groups, Librarians
