measuring[1] - Measuring Service Quality A FOLIOz MSQ...

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Measuring Service Quality A FOLIOz MSQ Course Presentation Updated September 2009
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What is the measurement of service quality? To recap, service quality focuses on the needs and expectations of customers to improve products and/or services. The measurement of service quality measures the gap between the customer’s level of expectation and how well they rated the service(s). Measuring service quality in libraries can be both a specific project as well as a continual process to enhance and improve services.1
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Why measure service quality? The benefits of measuring service quality include: You will be able to identify where services need improving in the view of your users. It will enable you to provide services that are more closely aligned with the expectations of your users. It will allow you to compare your service quality with peer institutions in an effort to develop benchmarks (more on benchmarking on Days 13 and 14!) and understand best practice.2
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What should I measure? You first need to decide if you want to measure a specific aspect of your library and information service (e.g. the provision of information skills training) or the service as a whole? If you are measuring the whole service, you will need indicators from each aspect of the service: e.g. inter-library loans, literature searching, enquiry handling, training etc.
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A quote for reflection “The key feature of which measures we chose should depend on their ability to provide feedback on our goals, and the chances of achieving these goals in an effective and efficient way…So our measures should start at our goals, and force us to focus our attention to take action towards them.”3 Reflection questions on next slide…
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Reflection questions 1. Think about the measures you currently use in your library and information service. These can be any type of measure, for example number of visitors, number of
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This note was uploaded on 10/26/2011 for the course ECONOMICS 105 taught by Professor Ak during the Spring '11 term at Punjab Engineering College.

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measuring[1] - Measuring Service Quality A FOLIOz MSQ...

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