UUM Repository | Universiti Utara Malaysian Institutional Repository
FAQs | Feedback | Search Tips | Sitemap

Effectiveness IS0 9000 quality management practices: A case study of academic libraries in Malaysia


Taib, Che Azlan and Osman, Nor Hasni and Ahmad, Hartini (2009) Effectiveness IS0 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

[img] PDF
Restricted to Repository staff only

Download (196kB)

Abstract

The paper aims to study the effectiveness IS0 9000 quality management practices on customer satisfaction levels toward academic library services. The exploratory research in this paper focuses on the link between IS0 9000 practices and an area of customer satisfaction, namely, MUD1 (accessibility); KESE (suitable); SEAD (availability); KEBE (effectiveness); KECE (eficiency); BOD1 (reliability) and, KESA (validity), that has received limited attention in prior studies. The research supports the idea that IS0 9000 standards are a guideline for the implementation of quality management in any organizations whether in library services.

Item Type: Book Section
Additional Information: International Symposium on Emerging Trends and Technologies in Libraries and Information Services (2008 : Jaypee Institute of Information Technology University, Noida (UP), India.)
Uncontrolled Keywords: IS0 9000, Customer Satisfaction, Library Service, IS0 9000, Service Quality, Library Management.
Subjects: Z Bibliography. Library Science. Information Resources > Z719 Libraries (General)
Divisions: School of Business Management
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 14 Feb 2012 03:03
Last Modified: 26 Apr 2016 00:07
URI: http://repo.uum.edu.my/id/eprint/4522

Actions (login required)

View Item View Item