Publication: Customer Service Excellence through Service Quality Assessment and Enhancement Project at Al Maktoum Medical Library
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Date
2019-11
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Abstract
Al Maktoum Medical Library (AMML)
support patrons to find solutions for
their information needs and provide
effective & efficient ways of services
to deliver information. To achieve
excellence in customer service
continuous assessment is required.
To ensure high quality services to the
patrons library benchmarked
international standard for delivering
excellence in customer service. The project proved useful to assess the quality of services offered at
AMML. It concludes that AMML should maintain and strengthen the
services with which users are satisfied, and improve those about which
they are concerned. A library is required not only to improve its collection,
services and facilities , but it also should continue taking their feedback to
discover the effectiveness of the resources and services offered. Such
studies may be conducted at regular intervals to understand internal
process, assess the quality of services and users' perceptions that may be
addressed to achieve their satisfaction.
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Keywords
Customer Service Excellence, Service Quality Assessment