Measuring and Improving the Quality of Public Services: A Hybrid Approach.

Seay, Thomas; And Others

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Peer reviewed

ERIC Number: EJ520150

Record Type: Journal

Publication Date: 1996

Pages: N/A

Abstractor: N/A

ISBN: N/A

ISSN: ISSN-0024-2594

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Measuring and Improving the Quality of Public Services: A Hybrid Approach.

Seay, Thomas; And Others

Library Trends, v44 n3 p464-90 Win 1996

Discussion of measuring and improving the quality of library public services focuses on a method for quantifying and categorizing patrons' comments from a questionnaire developed at the College of Charleston (South Carolina) library. Topics include Total Quality Management, measures of user perceptions, and defining the service role of libraries. Contains 71 references. (Author/LRW)

Descriptors: Academic Libraries, Higher Education, Improvement Programs, Library Public Services, Library Role, Measurement Techniques, Quality Control, Questionnaires, Tables (Data), Total Quality Management, User Satisfaction (Information), Users (Information)

Publication Type: Reports - Research; Tests/Questionnaires; Journal Articles

Education Level: N/A

Audience: N/A

Language: English

Sponsor: N/A

Authoring Institution: N/A

Grant or Contract Numbers: N/A

Author Affiliations: N/A