02028nam 2200397 n 450 991047731420332120230511140830.097888551896998855189697https://doi.org/10.26530/OAPEN_356373(CKB)5400000000000286(NjHacI)995400000000000286(ScCtBLL)992a5abe-ea73-4e1b-a5af-8fe2068765a6(EXLCZ)99540000000000028620230511d2004 uu 0itaur|||||||||||txtrdacontentcrdamediacrrdacarrierDalla misurazione dei servizi alla customer satisfaction la valutazione della qualità nel Sistema bibliotecario di ateneo dell'Università di Firenze /Roberto VenturaFirenze :Firenze University Press,2004.1 online resource (264 pages)Strumenti per la didattica e la ricercaActivities for the evaluation of the Florence University Library System have recently materialised in a customer satisfaction survey. The book recounts this experience and illustrates its premises, the phases of implementation, the statistical and library science methods. The survey represents the final stage of an itinerary launched through the reorganisation of the library system in 1994. From that year on, the practice of monitoring has been confirmed as an essential element of the management process. After several years devoted to the enhancement of quality, the users have been invited to express their views on the services apropos effective use and the degree of satisfaction.Strumenti per la didattica e la ricercaLibrariesEvaluationLibrariesEvaluation.025.1Ventura Roberto443145NjHacINjHaclBOOK9910477314203321Dalla misurazione dei servizi alla customer satisfaction3363730UNINA