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Effectiveness ISO 9000 quality management practices : A case study of academic libraries in Malaysia


Taib, Che Azlan and Osman, Nor Hasni and Ahmad, Hartini (2009) Effectiveness ISO 9000 quality management practices : A case study of academic libraries in Malaysia. In: Emerging trends and technologies in libraries. KBD Publications, New Delhi, pp. 440-450. ISBN 9788190799904 (pbk)

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Abstract

The paper aims to study the effectiveness ISO 9000 quality management practices on customer satisfaction levels toward academic library services. The exploratory research in this paper focuses on the link between ISO 9000 practices and an area of customer satisfaction, namely, MUDI (accessibility); KESE (suitable); SEAD (availability); KEBE (effectiveness); KECE (efficiency); BODI (reliability) and KESA (validity), that has received limited attention in prior studies. The research supports the idea that ISO 9000 standards are a guideline for the implementation of quality management in any organizations whether in library services.

Item Type: Book Section
Uncontrolled Keywords: ISO 9000, customer satisfaction, library service, service quality, library management
Subjects: Z Bibliography. Library Science. Information Resources > Z719 Libraries (General)
Divisions: College of Arts and Sciences
Depositing User: Dr. Che Azlan Taib
Date Deposited: 21 Oct 2010 07:18
Last Modified: 21 Oct 2010 07:18
URI: http://repo.uum.edu.my/id/eprint/1398

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