RAF

Libraries' Service Quality Control System

RAF

1st Version
Introduction

This web-based system evaluates quality of libraries' services from users' perspectives. It presents the results of periodical and trend evaluations in visual and statistical report formats.

Adopting LibQual model (consisting of 22 items and three scales), a questionnaire has been designed which gathers and analyses data around three scales: 1) lowest expectations; 2) highest expectations; and 3) quality level of services received by the users. In this questionnaire, users are exposed to nine options, ranging from very satisfied to not satisfied. By selecting each option, they deliver their feedback on each question.

This web-based system is open in certain times of the year and users are expected to complete the questionnaire before the due time. By the end of each online survey, the data is automatically analyzed and several different reports are issued. The libraries' ranking reports based on users' views is one type of the reports issued by this system.

Each library can access this portal and view the users' feedbacks on their own library services. Based on these feedbacks libraries are able to improve the quality of their services. Library users, on the other hand, are able to send feedback to the libraries. This feedback is in addition to the ones they are giving through the 22-item questionnaire mentioned above.

Libraries' Service Quality Control System