Customer service satisfaction program at the National Library and Archives of Iran
Author(s):
Abstract:
Purpose
Investigates the state of customer satisfaction program at the National Library and Archives of Iran with emphasis on the doctrine of Islamic culture. Method
Attitudes of the staff (50 persons) in 7 departments working at customer service points were surveyed. 41 completed and returned the questionnaire. Data was collected using 2 researcher designed questionnaires. Customer populations consisted of 1336 people approached 7 departments. Sample was determined using stratified non-proportionate random selection. Out of 300 members in the sample، 261 completed and returned the questionnaire. Customer questionnaire measured satisfaction in 4 dimensions، the staff questionnaire investigated implementation of the program in 5 dimensions. Findings
All dimensions of the customer satisfaction except for ‘conducting opinion poll’ were over the average. Higher averages belonged to ‘developing service charter’، and ‘transparency and documentation of service provision’. Results
Customer satisfaction program in all of its dimensions is implemented rather successfully and above the average. Some items in the ‘service charter dimension’ are directly taken from Islamic instructions. These items are implemented competently.Keywords:
Language:
Persian
Published:
Librarianship and Informaion Organization Studies, Volume:24 Issue: 3, 2013
Pages:
150 to 166
magiran.com/p1201905
دانلود و مطالعه متن این مقاله با یکی از روشهای زیر امکان پذیر است:
اشتراک شخصی
با عضویت و پرداخت آنلاین حق اشتراک یکساله به مبلغ 1,390,000ريال میتوانید 70 عنوان مطلب دانلود کنید!
اشتراک سازمانی
به کتابخانه دانشگاه یا محل کار خود پیشنهاد کنید تا اشتراک سازمانی این پایگاه را برای دسترسی نامحدود همه کاربران به متن مطالب تهیه نمایند!
توجه!
- حق عضویت دریافتی صرف حمایت از نشریات عضو و نگهداری، تکمیل و توسعه مگیران میشود.
- پرداخت حق اشتراک و دانلود مقالات اجازه بازنشر آن در سایر رسانههای چاپی و دیجیتال را به کاربر نمیدهد.
In order to view content subscription is required
Personal subscription
Subscribe magiran.com for 70 € euros via PayPal and download 70 articles during a year.
Organization subscription
Please contact us to subscribe your university or library for unlimited access!