NotesFAQContact Us
Collection
Advanced
Search Tips
Showing all 3 results Save | Export
Surveying Service Quality within University Libraries.
Peer reviewed Peer reviewed
Calvert, Philip J.; Hernon, Peter – Journal of Academic Librarianship, 1997
Examines the effectiveness of a framework developed to measure service quality in academic libraries. The research, which was conducted in the seven university libraries of New Zealand during 1996 concluded that the survey questionnaire administered is an effective instrument for testing service quality. (AEF)
Descriptors: Academic Libraries, Evaluation Criteria, Foreign Countries, Higher Education
Using the Baldrige Criteria To Assess Quality in Libraries.
Ashar, Hanna; Geiger, Sharon – Library Administration and Management, 1998
The Malcolm Baldrige National Quality Award (MBNQA) for quality programs has seven categories against which organizations are evaluated (leadership, information and analysis, strategic/operational quality planning, human resources, process management, quality/performance results, customer/student satisfaction). A preliminary quality-assessment…
Descriptors: Academic Libraries, Evaluation Criteria, Evaluation Methods, Leadership
Benchmarking and Its Relevance to the Library and Information Sector. Interim Findings of "Best Practice Benchmarking in the Library and Information Sector," a British Library Research and Development Department Project.
PDF on ERIC Download full text
Kinnell, Margaret; Garrod, Penny – 1995
This British Library Research and Development Department study assesses current activities and attitudes toward quality management in library and information services (LIS) in the academic sector as well as the commercial/industrial sector. Definitions and types of benchmarking are described, and the relevance of benchmarking to LIS is evaluated.…
Descriptors: Academic Libraries, Benchmarking, Business, Evaluation Methods