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,
+ Show more
Purchase

Roberto Ventura

University of Florence, Italy

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
  • 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

CC BY-ND 4.0

Metadata License

CC0 1.0

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

2,838

Fulltext
downloads

507

Views

Search in This Book
Export Citation
Suggested Books

1,352

Open Access Books

in the Catalogue

2,353

Book Chapters

3,870,371

Fulltext
downloads

4,505

Authors

from 936 Research Institutions

of 66 Nations

65

scientific boards

from 351 Research Institutions

of 43 Nations

1,249

Referees

from 380 Research Institutions

of 38 Nations