Edited Book

Dalla misurazione dei servizi alla customer satisfaction

La valutazione della qualità nel Sistema Bibliotecario di Ateneo dell'Università di Firenze
  • Edited by:
  • Roberto Ventura,

The evaluation activity of the Library System of the University of Florence is recently resulted into a customer satisfaction survey. The book collects this experience and illustrates the premises, the stages of implementation, the statistical and library science methodologies. The survey is the culmination of a path inaugurated with the reorganisation of the Library System in 1994. Since that year, monitoring has been established as an essential part of the management process. After a few years dedicated to improving quality, users were invited to comment on the services, in relation to actual use and the degree of satisfaction.

  • Keywords:
  • Biblioteconomia,
  • Biblioteche pubbliche,
  • Gestione,
  • Servizi,
  • Università,
  • Firenze,
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Roberto Ventura

University of Florence, Italy

Table of Contents

Sommario

PDF
  • Publication Year: 2004
  • Pages: 266
  • eISBN: 88-8453-148-9
  • Content License: CC BY-ND 4.0
  • © 2004 Author(s)

XML
  • Publication Year: 2004
  • eISBN: 978-88-5518-969-9
  • Content License: CC BY-ND 4.0
  • © 2004 Author(s)

PRINT
  • Publication Year: 2004
  • Pages: 264
  • eISBN: 88-8453-147-0
  • Content License: CC BY-ND 4.0
  • © 2004 Author(s)

Bibliographic Information

Book Title

Dalla misurazione dei servizi alla customer satisfaction

Book Subtitle

La valutazione della qualità nel Sistema Bibliotecario di Ateneo dell'Università di Firenze

Editors

Roberto Ventura

Peer Reviewed

Number of Pages

264

Publication Year

2004

Copyright Information

© 2004 Author(s)

Content License

CC BY-ND 4.0

Metadata License

CC0 1.0

Publisher Name

Firenze University Press

DOI

ISBN Print

88-8453-147-0

eISBN (pdf)

88-8453-148-9

eISBN (xml)

978-88-5518-969-9

Series Title

Strumenti per la didattica e la ricerca

Series Issn ISSN

2704-6249

Series E-Issn

2704-5870

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