Service quality in cataloging: The experience of the University of Kansas Libraries

摘要

In 1999 the Cataloging Department of the University of Kansas Libraries decided to survey KU library staff to determine the perception of services that the Department provides. Finding nothing in the literature about the use of SERVQUAL in library technical services, Cataloging staff, working together in a team approach, decided on its primary services and created questions about those services to include in a questionnaire.The questionnaire addressed the areas of reliability, responsiveness, assurance, and empathy. Working from the information gathered, the department has been addressing those issues for which the minimum level of user expectation did not at least meet the perceived level of service.