There are at least eleven ways to listen the customers: transactional surveys, mystery shopping, new declining and lost customer surveys, focus group interviews, customer advisory panels, service reviews, customer complaint, comment, inquiry capture, total market surveys, employee field reporting, employee surveys and service operating data capture (Parasuraman as cited in Cook, Heath, Thompson...

LibQUAL+model is the best-known method for the quality evaluation of library services, but it has two major drawbacks. First, to measure the quality, it is devised on a cardinal scale: the service levels range from 1 to 9. However, the standard representation of the concepts used by humans for communication is the natural language and, hence, users should express their judgments by using words ...

Tujuan penelitian ini adalah untuk mengetahui kualitas layanan perpustakaan di UPT Perpustakaan Universitas Muhammadiyah Riau. Metode yang digunakan dalam metode kuantitatif dengn pendekatan deskriptif. Dengan teknik pengumpulan data melalui observasi, angket, dan dokumentasi. Populasi seluruh mahasiswa aktif menjadi anggota tahun 2018 berjumlah 2.455 orang. Sampel sebanyak 96 responden. Rumus ...

Assessment activities at UNLV Libraries have strengthened and diversified over the last several years, thanks to several factors including the guidance of its Dean, the development of technology and human infrastructure, the impact of implementing the LibQual+ survey, and other factors. Signs of its place in the Libraries can be seen in the Libraries’ Strategic Plan and a recent review of the S...

To provide informative and easily usable Websites, it is essential that providers of library services learn about the real needs and preferences of their users. With this goal in mind the Faculty of Engineering, Lund University (LTH) performed a LibQUAL+® survey in the spring 2007 to form a clear picture of the users' opinions about the quality of the libraries services. LibQUAL+® is an interna...