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首页> 外文期刊>International journal of decision sciences, risk and management >Investigating customer satisfaction and service quality in academic libraries: the case of Technological Educational Institute of Central Macedonia
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Investigating customer satisfaction and service quality in academic libraries: the case of Technological Educational Institute of Central Macedonia

机译：研究高校图书馆的客户满意度和服务质量：以中马其顿技术教育学院为例

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摘要

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.
机译：近年来，在高校图书馆的管理中建立了客户满意度和服务质量政策。但是，制定法规和实施程序需要可靠的方法来评估操作。马其顿中部技术教育学院（TEI）是一家大学学院，致力于通过发展持续的对话为其利益相关者提供出色的服务。为了调查图书馆用户的习惯并评估他们对所提供服务的满意度，已进行了一项调查。根据MOPAB（希腊学术图书馆的总体质量管理部门）指南开发了在线调查表，以收集数据，然后分发给图书馆用户。这样的调查表可以成为一种有价值的工具，可以系统地监视用户的满意度并提高图书馆的服务质量。此外，经过调整后，调查表可用作希腊大学图书馆的基准工具。分析显示，即使用户没有充分利用所有服务，他们仍然表现出很高的满意度。

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