publication . Article . 2012

New challenges for the quality of librarian services delivery

Carvalho, Margarida; Dominguez, Caroline;
Open Access English
  • Published: 01 Jan 2012
  • Publisher: Emerald Group Publishing Limited
Purpose – The purpose of this paper is to reflect on the user's assessment of the level of quality of the library services of the Portuguese University of Trás‐os‐Montes e Alto Douro (UTAD) in order to identify its potential improvement. Design/methodology/approach – Following a literature review on library service quality assessment focusing on the ServQual, Lib Qual, or Biqual conceptual tools, a survey was designed and applied to a sample of the UTAD library's users, and then subjected to statistical analysis. Findings – The literature review on library quality service assessment points out an array of dimensions that must be taken into accou...
free text keywords: quality services, Academic Libraries, Assessment systems, Quality assessment, Information services
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