Assessing Service Quality

This is a practical guide to measure library services, which puts customers at the centre of the evaluation process. It provides measurement strategies and data collection methods to measure service quality in academic and public libraries. Some of the topics explored are: compliment and complaint tracking systems, listening to customers through surveys and focus groups; and continuous service quality improvement. Numerous tracking forms and measurement tools can be adapted to specific library situations. Samples from academic and public libraries are included.