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http://eprints.org/relation/isVersionOf https://vuir.vu.edu.au/id/document/1291 http://eprints.org/relation/isVolatileVersionOf https://vuir.vu.edu.au/id/document/1291 http://eprints.org/relation/ismediumThumbnailVersionOf https://vuir.vu.edu.au/id/document/1291 113055 2 2557908 document 113055 small.jpg image/png 9fbf50fc0ecdbbc2fb445bb1e6b0a391 MD5 1160 2023-12-17 13:22:41 https://vuir.vu.edu.au/1969/6/small.jpg 1969 6 6 image/png other Thumbnails conversion from text to thumbnail_small en public

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http://eprints.org/relation/isVersionOf https://vuir.vu.edu.au/id/document/1291 http://eprints.org/relation/isVolatileVersionOf https://vuir.vu.edu.au/id/document/1291 http://eprints.org/relation/issmallThumbnailVersionOf https://vuir.vu.edu.au/id/document/1291 archive 292 disk0/00/00/19/69 2009-02-08 17:42:51 2021-08-27 07:42:32 2009-02-09 11:15:05 conference_item show Kent Philip G Kent, Philip G Samarchi Michaek pub library 400000 quality management, quality assurance, client satisfaction, client surveys, customer feedback, benchmarking, information services, Victoria University Library The paper demonstrates the benefits of a quality approach to managing client satisfaction at Victoria University (VU) Library. The Library has conducted a standard survey instrument for 7 consecutive years. The paper charts the results over this period, highlighting quantitative and qualitative data, strategies employed to increase response rates and satisfaction levels and the success of these activities. A literature review provides contemporary thought and practice as a backdrop. Noteworthy results are linked to specific projects and interventions in response to client feedback. The paper concludes that improvements in survey scores and comments may be directly linked to a positive service culture embedded in annual processes of the VU Library. 2009-01 public other paper 24 ALIA Information Online 2009, 14th Exhibition & Conference Sydney Convention & Exibition Centre 20-22 January 2009 conference TRUE Includes bibliographical references: pp. 22-24 FALSE