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Quality management of reference services in Malaysian public university libraries

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 qualitati...

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Main Authors: Kamaralzaman, S., Kaur, K.
Format: Article
Published: 2009
Subjects:
T Technology (General)
Online Access:http://eprints.um.edu.my/6999/
http://www.degruyter.com/view/j/libr.2009.59.issue-2/libr.2009.010/libr.2009.010.xml
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spelling my.um.eprints.69992013-07-10T00:56:00Z http://eprints.um.edu.my/6999/ Quality management of reference services in Malaysian public university libraries Kamaralzaman, S. Kaur, K. T Technology (General) 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 Article PeerReviewed Kamaralzaman, S. and Kaur, K. (2009) Quality management of reference services in Malaysian public university libraries. Libri, 59 (2). pp. 104-113. ISSN 1865-8423 http://www.degruyter.com/view/j/libr.2009.59.issue-2/libr.2009.010/libr.2009.010.xml 10.1515/libr.2009.010
institution Universiti Malaya
building UM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaya
content_source UM Research Repository
url_provider http://eprints.um.edu.my/
topic T Technology (General)
spellingShingle T Technology (General)
Kamaralzaman, S.
Kaur, K.
Quality management of reference services in Malaysian public university libraries
description 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.
format Article
author Kamaralzaman, S.
Kaur, K.
author_facet Kamaralzaman, S.
Kaur, K.
author_sort Kamaralzaman, S.
title Quality management of reference services in Malaysian public university libraries
title_short Quality management of reference services in Malaysian public university libraries
title_full Quality management of reference services in Malaysian public university libraries
title_fullStr Quality management of reference services in Malaysian public university libraries
title_full_unstemmed Quality management of reference services in Malaysian public university libraries
title_sort quality management of reference services in malaysian public university libraries
publishDate 2009
url http://eprints.um.edu.my/6999/
http://www.degruyter.com/view/j/libr.2009.59.issue-2/libr.2009.010/libr.2009.010.xml
_version_ 1643687938743074816
score 13.211869

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