According to Quinn (2007) in recent times the educational community, generally and the library profession in particular have placed increasing emphasis on the service quality model. This model has customer satisfaction as its primary objective as traditional measures of academic library quality such as collection size becomes secondary.
In assessing service quality the customer compares expectations about the service offered to actual experience with the service. Gap analysis is a tool that is used to identify the differences (gap) between what is expected and what is experienced. According to Berkowitz et al (1997, p.353) this type of analysis requires consumers to assess their expectations and experiences on dimensions of service quality as described in the table that follows.
In the context of service quality and customer satisfaction, of importance, is the need to look at the service that the library provides in order to see how it can fulfil expectations. The role of the library is to provide resource materials for its customers. But, who exactly are these customers? They are students, administrators, faculty members and the general public.
In terms of reliability the library must be able to provide the student with a book, journal or other resource material which will enable the completion of a required task. While the librarian is expected to provide the service in a timely manner, there is the need for the student to exercise some skills in how to access required materials to carry out his or her role. The librarian however, is available to provide some guidance but the student independence is of extreme importance in the development of worthwhile skills which will be required in the future.
In the paper “Customer Service Satisfaction at the University of London Library” the author discusses ability of the library to provide customer satisfaction. Academic libraries, like other service organisations’ business are faced with an increasingly competitive environment…
A university’s customer care viewing from the student perspective segregates it to a B2C service. As a student we expect and we need to know whether the facilities offered by an educational organisation are average or excellent.
From the following research it can be comprehended that a look into literature proves that while service quality is something measurable and comparable, customer satisfaction is a more complex one which is influenced by perceptions of satisfaction and customer expectations along with quality.
The magic key in today’s market became Service Quality; this concept is widely spreading and became highly weighted customer priority. Maintaining high service quality is a competitive edge for any firm; companies now are very much concerned with that concept investing and focusing on the service quality to maintain the differentiation and survive in the new global world.
Most hospitality products are intangible and can only be experienced. However, there are other tangible products such as food and physical comfort. Customer satisfaction is essential to the success of any business firm. This is because it is responsible for repeated purchases.
These libraries are located two places: one is Docland and the other in Stratford. The one located in Docland consists of all the modern facilities. Consumer Service is seen as the base for the most successful organisation that retains customer loyalty. Customer satisfaction is the one of the most important aspects that need to be considered when measuring the effectiveness of the quality of service provided by the East London Academic Libraries in Docland Campus.
Rationale and context The main objective of this project is to identify what services Audi provide after sale service, and which areas of the services could be improved in the opinion of the customers. Audi is a premium car brand from the stable of Volkswagen.
Services provided or facilitated by a marketer are intangible activities or benefits such as financial advice, entertainment etc in exchange for money or some thing else valuable. Technology, innovation, facilities and entertainment are some of the common elements in the market that deliver some specific experiences to the customers and this explains why some experts (Kerin, Hartley and Berkowitz, 2005, p.
The result of data analysis showed that service recovery has an impact on customer satisfaction. It was found out that customers appreciated effective service recovery and they were likely to become loyal clients. Further, the research results showed that their was a correlation between service recovery and customer loyalty.
The author states that to regulate service delivery, supervisors tend to enforce procedures and rules on the staff to restrict their discretion and autonomy. These similar procedures and rules are envisioned to restrict the magnitude of service delivered for the client and the subsequent absence of customization.
In this case, companies focus on creating value actualization more than they do to commodities. Moreover, they have realized that creation of value is more significant than production of distinct goods and services since it depends on customer expectations.
6 pages (1500 words)Term Paper
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