Methods for measuring service quality in University Libraries in New Zealand

Journal of Academic Librarianship

Volumn 22, Issue 5, 1996, Pages 387-391

  Hernon, Peter ^a   Calvert, Philip J ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0001600661     PISSN: 00991333     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0099-1333(96)90092-0     Document Type: Note

References (13)

1. See, for instance Zeithaml Valerie A., Parasuraman A., Berry Leonard L. Delivering Quality Service: Balancing Customer Perceptions and Expectations. 1990;The Free Press, New York.
2. Hernon Peter, Altman Ellen. Service Quality in Academic Libraries. 1996;Ablex, Norwood, NJ.
3. Hernon Peter, Altman Ellen. Service Quality in Academic Libraries. 1996;19-22 Ablex, Norwood, NJ.
4. See, for instance, Hernon & Altman, Service Quality in Academic Libraries, Chapter 3;
5. Wehmeyer Susan, Auchter Dorothy, Hirshon Arnold. Saying What We Will Do, and Doing What We Say: Implementing a Customer Service Plan. Journal of Academic Librarianship. 22:May 1996;171-178.
6. Hernon & Altman, Service Quality in Academic Libraries, pp. 70- 71.
7. Ibid., pp. 75-80.
8. See Ibid. Chapter 5, for a discussion of a procedure for administering a survey on service quality. Instead of sending a survey to never-gained and lost customers, library staff might use some of the statements, together with other questions, to conduct focus group interviews with such individuals. Perhaps at the conclusion of these sessions, participants might complete a formal survey eliciting their expectations.
9. Ibid., pp. 59-60.
10. Wehmayer et. al., "Saying What We Will Do, and Doing What We Say."
11. See Hernon & Altman, Service Quality if Academic Libraries, Chapter 6, which discusses various techniques which do not rely on self-reporting.
12. For a description of an internal customer service training program at Vanderbilt University, see Goleski Elaine. Learning to Say Yes: A Customer Service Program for Library Staff. Library Administration & Management. 9:Fall 1995;211-215 This article, however, neither addresses how well library staff serve internal customers nor measures customer expectations.
13. Guaspari John. I Know It When I See It. 1985;65 American Management Association, New York.