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The International Information & Library Review Volume 41, 2009 - Issue 1
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Original Articles

Using service quality monitoring to support library management decisions: A case study from Estonia

Olga EinastoLibrary Service Department, Tartu University Library, 1 W. Struve, 50410Tartu, EstoniaCorrespondence[email protected]
Pages 12-20 | Published online: 02 Dec 2013

Citations (9)

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Read on this site (3)

Ali Hussein AL-Marshadi, Muhammad Aslam, Abdullah Hamoud Alharbey, Nasrullah Khan & Liaquat Ahmad. (2022) Monitoring customer complaints using the repetitive sampling. Communications in Statistics - Theory and Methods 51:2, pages 313-327.
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Kuen-Suan Chen, Tsang-Chuan Chang, Kung-Jeng Wang & Chiao-Tzu Huang. (2015) Developing control charts in monitoring service quality based on the number of customer complaints. Total Quality Management & Business Excellence 26:5-6, pages 675-689.
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Miguel Morales, Riadh Ladhari, Javier Reynoso, Rosario Toro & Cesar Sepulveda. (2012) An independent assessment of the unidimensionality, reliability, validity and factor structure of the LibQUAL+™ scale. The Service Industries Journal 32:16, pages 2585-2605.
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Articles from other publishers (6)

Shirley Mo Ching Yeung. (2021) Stakeholder engagement with emotion sustainability and sustainable partnership for productivity. Corporate Governance and Sustainability Review 5:2, pages 82-88.
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María Elena Gómez-Cruz, Victor Harari-Betancourt & Genoveva Vergara-Mendoza. (2020) Quality indicators and user satisfaction in university libraries. The Journal of Academic Librarianship 46:6, pages 102230.
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Matsobane D. Kekana & Siyanda E. Kheswa. (2020) The gap between user perceptions and expectations of students at the main library of the University of KwaZulu-Natal: Pietermaritzburg Campus. SA Journal of Information Management 22:1.
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Concetta Manuela La Fata & Toni Lupo. (2017) A combined fuzzy-SEM evaluation approach to identify the key drivers of the academic library service quality in the digital technology era: An empirical study. Journal of the Association for Information Science and Technology 68:10, pages 2425-2438.
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Yen-Ting Chen. (2016) Applying the DEMATEL approach to identify the focus of library service quality. The Electronic Library 34:2, pages 315-331.
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Olga Einasto. (2014) Investigating e-service quality criteria for university library: a focus group study. New Library World 115:1/2, pages 4-14.
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