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Using service quality monitoring to support library management decisions: A case study from Estonia

Olga Einasto

Abstract

The aim of this paper is to demonstrate the use of service quality monitoring as the starting point for service development in academic libraries. The proposed approach to quality research allows gathering essential information to focus strategic planning on the services that are important for users and efficiently allocate the library's resources. A conceptual model of quality of academic library services is proposed based on the focus group research. The library service quality assessment instrument UTLib Qual, based on the Zone of Tolerance concept and an importance-performance mapping method, is described. The possibilities of using the instrument in support of library management decisions are analysed by a case study on the Tartu University Library, Estonia.

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Key concepts: Service (business), Quality (philosophy), Service quality, Academic library, Computer science, Process management, Conceptual model, Focus (optics)