Investigating customer satisfaction and service quality in academic libraries: the case of Technological Educational Institute of Central Macedonia

Sotirios G. Dimitriadis, Vasiliki Vrana, Stylianos Dimitriou, Vasileios Kalaitzis and George Drogalas

International Journal of Decision Sciences, Risk and Management, 2013, vol. 5, issue 2, 161-179

Abstract: Customer satisfaction and service quality policies have been established in recent years in academic libraries' management. However, setting regulations and imposing procedures requires reliable methods to evaluate actions. The Technological Educational Institute (TEI) of Central Macedonia is a university institute committed to provide excellent services to its stakeholders, by developing ongoing dialogue. In order to investigate the library users' habits and assess their satisfaction on provided services, a survey has been conducted. An online questionnaire was developed based on MOPAB's (Total Quality Management Unit of Greek Academic Libraries) guidelines for data collection and was then distributed to library users. Such questionnaires can be a valuable instrument for monitoring user satisfaction on a systemic manner and improving service quality in libraries. Moreover, the questionnaire could be used, after adjustments, as a benchmarking tool for Greek academic libraries. The analysis revealed that even though users do not fully utilise all services, they manifest a high level of satisfaction.

Keywords: academic libraries; user satisfaction; library usage; library services; service quality; library management; Greece; library users; higher education. (search for similar items in EconPapers)
Date: 2013
References: Add references at CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://www.inderscience.com/link.php?id=58900 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijdsrm:v:5:y:2013:i:2:p:161-179

Access Statistics for this article

More articles in International Journal of Decision Sciences, Risk and Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().