Investigating customer satisfaction and service quality in academic libraries: the case of Technological Educational Institute of Central Macedonia

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dc.contributor.author Dimitriadis, Sotirios G.
dc.contributor.author Vrana, Vasiliki
dc.contributor.author Dimitriou, Stylianos
dc.contributor.author Kalaitzis, Vasileios
dc.contributor.author Drogalas, George
dc.date.accessioned 2015-06-19T09:21:25Z
dc.date.available 2015-06-19T09:21:25Z
dc.date.issued 2013
dc.identifier.other http://www.inderscienceonline.com/doi/abs/10.1504/IJDSRM.2013.058900 el
dc.identifier.uri http://apothesis.teicm.gr/xmlui/handle/123456789/1366
dc.description.abstract Customer satisfaction and service quality policies have been established in recent years in academic libraries’ management. However, setting regulations and imposing procedures requires reliable methods to evaluate actions. The Technological Educational Institute (TEI) of Central Macedonia is a university institute committed to provide excellent services to its stakeholders, by developing ongoing dialogue. In order to investigate the library users’ habits and assess their satisfaction on provided services, a survey has been conducted. An online questionnaire was developed based on MOPAB’s (Total Quality Management Unit of Greek Academic Libraries) guidelines for data collection and was then distributed to library users. Such questionnaires can be a valuable instrument for monitoring user satisfaction on a systemic manner and improving service quality in libraries. Moreover, the questionnaire could be used, after adjustments, as a benchmarking tool for Greek academic libraries. The analysis revealed that even though users do not fully utilise all services, they manifest a high level of satisfaction. en
dc.format.extent 19 el
dc.language.iso en el
dc.rights Attribution-NonCommercial-NoDerivatives 4.0 Διεθνές *
dc.rights.uri http://creativecommons.org/licenses/by-nc-nd/4.0/ *
dc.title Investigating customer satisfaction and service quality in academic libraries: the case of Technological Educational Institute of Central Macedonia en
dc.type Άρθρο σε επιστημονικό περιοδικό el
dc.identifier.doi 10.1504/IJDSRM.2013.058900
dc.publication.category Απαγόρευση δημοσίευσης - Βιβλιογραφική αναφορά el
dc.relation.journal International Journal of Decision Sciences, Risk and Management;Vol. 5, Iss. 2
dc.subject.keyword Academic libraries el
dc.subject.keyword User satisfaction el
dc.subject.keyword Usage of library services el
dc.subject.keyword Service quality el


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Attribution-NonCommercial-NoDerivatives 4.0 Διεθνές Except where otherwise noted, this item's license is described as Attribution-NonCommercial-NoDerivatives 4.0 Διεθνές