CUSTOMER SATISFACTION AS THE LIBRARY TO SUCCESS STEPS TAKEN BY FORSCHUNGSZENTRUM JÜLICH CENTRAL LIBRARY TO THE BENEFIT OF ITS PATRONS (Satysfakcja klienta jako ...czynnik sukcesu... Dzialania Biblioteki Centralnej Forschungszentrum Jülich...)

• Authors: Ball Rafael.
• Languages of publication: PL

Abstracts

EN

Evaluation and long-term assurance of customer satisfaction are integral elements of quality management in libraries. Quality defined as 'all features and functions of a product or service that influence the way that product or service meets certain specified demands' (EOQ, 1976) is subjective in the case of each individual customer but the opinions of those customers make the basis for general evaluation which may help library in analyzing its strengths and weaknesses. The author discusses various initiatives taken by Forschungszentrum Jülich Central Library in order to retain its customers and presents results of online research performed in 2007 by the library in order to enhance the quality of its products and services.

Keywords

EN

LIBRARY PATRONS; PATRON NEEDS; PATRON SATISFACTION; QUALITY STANDARDS; UNIVERSITY LIBRARY (REGENSBURG)

Discipline

• LIBRARY_&_INFORMATION_SCIENCE: LIBRARY & INFORMATION SCIENCE

• Publisher: Polish Librarians Association, Warsaw, http://www.sbp.pl/en
• Journal: Przegląd Biblioteczny
• Year: 2009
• Volume: 77
• Issue: 1
• Pages: 5-15
• Document type: ARTICLE

Contributors

author

Ball Rafael.

• Rafael Ball, Universitätsbibliothek Regensburg, Universitätsstr. 31, 93053 Regensburg, Bundesrepublik Deutschland

References

• Abbot, Christine (1994). Performance Measurement in Library and Information Services. London: ASLIB.
• European Organization of Quality Control: Glossary of Terms used in Quality Control. 4th ed. (1976). Rotterdamm: Bouwcentrum.
• Griffiths, Jose M.; King, Donald W. (1993). Special Libraries: Increasing the Information Edge. Washington, DC: Special Library Association.
• Herget, ]osef (2008). Nutzennachweis von Spezialbibliotheken [online]; [dostęp: 25.03.2008]. Dostępny w World Wide Web: <http://www.opus-bayern.de/bib-info/volltexte/2005/122/pdf/herget_opl.pdf>.
• Hobohm, Hans-Christoph (2006). Was sollten uns Bibliotheken wert sein? "Kommunal-politische Blatter", H. 7 pp. 30-31.
• Kohler, Horst (2007). Ein Freudentag fur die Kulturnation. Przemówienie prezydenta Republiki Federalnej Niemiec Horsta Kohlera z okazji ponownego otwarcia Biblioteki księżnej Anny Amalii 24.10.2007 r. w Weimarze [online]; [dostęp: 15.03.2008]. Dostępny w World Wide Web: <http://www.bundespraesident.de/Anlage/original_644176/Festrede-des-Bundespraesidenten-beim-Festakt-zur-Wiedereroeffnung-der-Herzogin-Anna-Amalia-Bibliothek.pdf>.
• Mundt, Sebastian; Guschker, Stefan (2003). Benchmarking ais Ansatz fur kundeno-rientierte Verbesserungs-prozesse [online]; [dostęp: 20.03.2008]. Dostępny w World Wide Web: <http://www.b-i-t-online.de/20130-01/fachl.htm>.
• Poll, Roswitha; Te Boekhorst, Peter (1996). Measuring Quality. International Guidelines for Performance Measurement in Academic Libraries. Munich: Saur. IFLA Publication 76.
• Tann, Jenniffer (1993). Dimensions of quality in library settings. In: Quality Management: Towards BS 5750. Proceedings of a seminar held in Stamford. Lines on 21 April 1993. Ed. by M. Ashcroft and D. Barton. Stamford Lines: Capital Planning Information, pp. 23-31.

Identifiers

CEJSH db identifier

09PLAAAA066717