Measuring Service Quality in the Networked Environment: Approaches and Considerations
John Carlo Bertot · Illinois Digital Environment for Access to Learning and Scholarship (University of Illinois at Urbana-Champaign) · 2001
THENF.TWORKED ENVIRONMENT OFFERS LIBRARIES challenges and opportunities in a number of areas including management, service provision, and collection development.A particular challenge that libraries face in the networked environment is that of measuring and evaluating networkbased services.This article offers a number of statistics and performance measures that libraries may find useful in determining the overall quality of their network-based services; identifies a number of service quality criteria; and provides a framework to assist librarians in selecting statistics and performance measures based on service quality criteria.The statistics and performance measures, criteria, and framework are the result of a number of current and past research projects conducted by the author and others across library types.