Rilevare la Customer Satisfaction in una biblioteca universitaria: indagini con approcci quantitativi e qualitativi
| Main Author: | Moroni, Ilaria |
|---|---|
| Format: | Report NonPeerReviewed application/pdf |
| Bahasa: | it |
| Terbitan: |
, 2011
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| Subjects: | |
| Online Access: |
http://eprints.rclis.org/16634/1/Indagine%20Qualitativa%202010_autointerviste.pdf http://eprints.rclis.org/16634/9/Indagine%20QT%20Docenti%202011_questionari.pdf http://eprints.rclis.org/16634/10/Indagine%20QT%20Studenti%202011_questionari.pdf http://eprints.rclis.org/16634/ |
Daftar Isi:
- Between 2010 and 2011 in the Milano-Bicocca University Library, various surveys have been carried out to measure the customer satisfaction. In 2010, the Working Group "Front Office", in an Action Research’s project on library services, has done about 50 interviews to explore the findings from a previous quantitative research and has collected approximately 50 "self-interviews" (questionnaires with many open questions), administered to users who have participated in courses on bibliographic research organized every month by the University Library. The qualitative survey through "self-interviews" aimed to understand the reasons for the perceived quality, to detect the degree of use and satisfaction with library services and to gather suggestions for improvement, also on the library promotion. In 2011, however two quantitative surveys were carried out within biennial Good Practices Project, which involved 20 Italian universities in the detection efficiency and effectiveness of university services. In this way were collected about 4,200 questionnaires on the perception and the use of library services by students and 200 questionnaires on the evaluation of library services by scholars of the University of Milano-Bicocca. Here we present the research reports related to "self-interviews" and questionnaires collected between 2010 and 2011. For previous surveys, please refer to "Ricerca-Azione in una biblioteca universitaria: indagini sui servizi bibliotecari e azioni migliorative, 2011" http://hdl.handle.net/ 10760/16619.