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Customer Satisfaction in Libraries


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1 Library and Documentation, ISRO Satellite Centre, Old Airport Road, Bangaluru – 560017, India
     

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The paper points out certain quantitative methods largely ignored by library service providers; Highlights the importance of customer participation in service delivery process; Examines the concepts ‘service quality’ and ‘customer satisfaction’; emphasizes the need for appropriately handling waiting lines in service organizations; presents briefly the theory of waiting lines (queueing theory), psychology of customers in waiting lines with illustrations from library situations; Discusses ways and means of reducing delays in waiting lines and increasing service quality and customer satisfaction and concludes by stressing the need for appropriate studies on these lines in Librarianship.

Keywords

Customer Satisfaction, Library Services, Library Research, Queuing Theory, Quantitative Approaches, Service Quality, Waiting Lines.
User
About The Author

M. S. Sridhar
Library and Documentation, ISRO Satellite Centre, Old Airport Road, Bangaluru – 560017
India


Notifications

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  • Sridhar, M. S. (28-31 January 1985). Book Procurement Delay: A De-Motivator to user Participation in Collection Development. In: Building Library Collections and National Policy for Library and Information Services: Seminar Papers Presented in XXX All India Library Conference, Rajasthan University, Jaipur, Ed. by P.B. Mangla. Delhi: ILA; p. 329-334.
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  • Customer Satisfaction in Libraries

Abstract Views: 65  |  PDF Views: 1

Authors

M. S. Sridhar
Library and Documentation, ISRO Satellite Centre, Old Airport Road, Bangaluru – 560017, India

Abstract


The paper points out certain quantitative methods largely ignored by library service providers; Highlights the importance of customer participation in service delivery process; Examines the concepts ‘service quality’ and ‘customer satisfaction’; emphasizes the need for appropriately handling waiting lines in service organizations; presents briefly the theory of waiting lines (queueing theory), psychology of customers in waiting lines with illustrations from library situations; Discusses ways and means of reducing delays in waiting lines and increasing service quality and customer satisfaction and concludes by stressing the need for appropriate studies on these lines in Librarianship.

Keywords


Customer Satisfaction, Library Services, Library Research, Queuing Theory, Quantitative Approaches, Service Quality, Waiting Lines.

References