Dalla misurazione dei servizi alla customer satisfaction : la valutazione della qualità nel Sistema bibliotecario di ateneo dell'Università di Firenze /

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Bibliographic Details
Imprint:	Firenze : Firenze University Press, 2004.
Description:	264 pages.
Language:	Italian
Series:	Monografie. Umanistica ; 9 Monografie. Umanistica ; 9.
Subject:	Università di Firenze -- Public services -- Evaluation. Università di Firenze. Libraries -- Italy -- Florence -- Evaluation. Libraries -- Evaluation. Italy -- Florence. Electronic books.
Format:	E-Resource Book
URL for this record:	http://pi.lib.uchicago.edu/1001/cat/bib/13416440

Hidden Bibliographic Details
Other authors / contributors:	Ventura, Roberto.
ISBN:	8884531470 9788884531476 8884531489 9788884531483
Notes:	Collected essays. Includes bibliographical references.
Summary:	Activities for the evaluation of the Florence University Library System have recently materialised in a customer satisfaction survey. The book recounts this experience and illustrates its premises, the phases of implementation, the statistical and library science methods. The survey represents the final stage of an itinerary launched through the reorganisation of the library system in 1994. From that year on, the practice of monitoring has been confirmed as an essential element of the management process. After several years devoted to the enhancement of quality, the users have been invited to express their views on the services apropos effective use and the degree of satisfaction.
Other form:	8884531470

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