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,
- Series: Strumenti per la didattica e la ricerca
- Scientific Board: Consiglio Editoriale FUP 2003-2006
- Language: Italian
- Subjects: Library Science Archivistics
University of Florence, Italy
- Publication Year: 2004
- Pages: 266
- eISBN: 88-8453-148-9
- Content License: CC BY-ND 4.0
- © 2004 Author(s)
- Publication Year: 2004
- Pages: 264
- ISBN: 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
Metadata License
Publisher Name
Firenze University Press
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
2704-6249
Series E-ISSN
2704-5870
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