Quality Management of Reference Services in Malaysian Public University Libraries
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Suzinor Kamaralzaman
This study explores quality measurement of reference services in Malaysian public university libraries. Specifically it identifies the quality criteria used for reference service and how these criteria contribute to the mission of the library. An open ended questionnaire was used to gather qualitative data from ten public university libraries pertaining to quality issues in reference services. Most libraries use statistical data such as number of queries received and answered and duration in which a query is handled as quality indicators of the service. The libraries report an increase in the quality performance by libraries since the adoption of a quality management system based on the ISO 9001:2000 standard.
© 2009 by K. G. Saur Verlag, An Imprint of Walter de Gruyter GmbH & Co. KG, Federal Republic of Germany
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Articles in the same Issue
- Fundamentalism of the Mind or Wagging the Long Tail? Google and the future of thinking
- Current Trends in Library and Information Studies Curricula
- Evaluating the Accessibility of Florida's Public Library Home Pages
- Quality Management of Reference Services in Malaysian Public University Libraries
- Environmental Scanning Initiatives of SMEs in Singapore
- The Community Library as Site of Education and Empowerment for Women: Insights from Rural Uganda
