A New Approach Based on Total Quality Management (TQM) for Improving Academic Libraries Quality Service

摘要

This paper applied Total Quality Management (TQM) to identify service improvement techniques for an academic library. In order to reach the quality and making suitable changes, first reader needs and their importance, and satisfaction degrees were examined via questionnaires based on TQM methodology that is one of the important tools of improvement and management development. Second, the service improvement techniques for satisfying the reader needs were developed by interviewing experts. Following, a framework was constructed to implement a unified method for improving quality service based on TQM. The current research is descriptive – deductive type – which is resulted from the theoretical framework and research, rules in an explanatory style and styles of library, articles, magazines and internet. Also the theory test and gathering data has been done as analytical. The empirical study specifies reader needs and service improvement techniques respectively, and some practical suggestions are raised for academic libraries.