{"id":10649,"date":"2016-11-24T14:16:12","date_gmt":"2016-11-24T07:16:12","guid":{"rendered":"http:\/\/www.spsl.nsc.ru\/?page_id=10649"},"modified":"2016-11-24T14:16:12","modified_gmt":"2016-11-24T07:16:12","slug":"obzor-sovremennyx-metodov-ocenki-kachestva-obsluzhivaniya-polzovatelej-bibliotek","status":"publish","type":"page","link":"https:\/\/www.spsl.nsc.ru\/en\/professionalam\/bibliosfera\/soderzhanie-zhurnalov-1\/bibliosfera-3-2016\/obzor-sovremennyx-metodov-ocenki-kachestva-obsluzhivaniya-polzovatelej-bibliotek\/","title":{"rendered":"The review of modern methods to evaluate users servicing quality"},"content":{"rendered":"<em>Redkina N. S. <\/em><br \/>\n<strong>Bibliosphere. 2016. \u2116 3. P. 65\u201373.<br \/>\nDOI: 10.20913\/1815-3186-2016-3-65-73<\/strong><\/p>\n<p><em>Marketing methods of evaluating services of both readers and library users online are important to improve the qua\u00aclity of library-information servicing. The most commonly used methods to assess the quality of library services are statistical indicators analysis of activities (attendance, the number of resources\/services access, etc.); surveillance; user survey; questionnaires; analysis of online services and Internet resources to determine the level of user satisfac-tion (online questionnaires, \u00ablike\u00bb estimates and others). In assessing satisfaction\/dissatisfaction of users, their ser\u00acvicing quality such marketing tools as SERVQUAL, LibQUAL + {TM}, SERVPERF, \u00abmystery shopper\u00bb, \u00abKano methododology\u00bb and the concept of \u00abneutral zones\u00bb by Ch. Bernard are more relevant. Their applying makes it pos-sible to obtain accurate and complete information on the efficiency of employees\u2019 work, to develop a program of activities and necessary recommendations to improve the quality of library servicing.<\/em><br \/>\n<strong>Keywords:<\/strong> library services, library servicing, quality, marketing, evaluation methods.<\/p>\n<p><strong>References<\/strong><br \/>\n1.\tAkhmadova Yu. A., Galimova E. A. Menedzhment kachestva i biblioteka [Quality management and library] : ucheb.-prakt. posobie. Moscow, Libereja-Bibinform, 2007. 88 p. (In Russ.).<br \/>\n2.\tBasamygina I. N., Apanasenko A. A. Marketing kak tekh\u00acnologiya upravleniya sovremennoi bibliotekoi [Marketing as a modern library management technology]. Moscow, Litera, 2009. 126 p. (In Russ.).<br \/>\n3.\tVasil&#8217;eva T. V. Library personnel management: a spe\u00accialist\u2019s view. Informatsionnyi byulleten&#8217; RBA, 2008, 46,<br \/>\n67\u201369. (In Russ.).<br \/>\n4.\tGalimova E. Ya. Criteria of library organizational ma\u00acnagement efficiency. Bibliotekovedenie, 2006, 4, 33\u201339.<br \/>\n(In Russ.).<br \/>\n5.\tDzhandzhugazova E. A. Marketing v industrii gostepriim-stva [Marketing in the hospitality industry] : ucheb. poso-bie. Moscow, Akademiya, 2005. 224 p. (In Russ.).<br \/>\n6.\tDresher Yu. N., Atlanova T. A. The quality management system in the library-information space. Nauchnye i tekh\u00acnicheskie biblioteki, 2005, 12, 3\u201314. (In Russ.).<br \/>\n7.\tDubrovina L. A. Minimum upravleniya, maksimum uprav-lyaemosti: rukovoditelyam bibliotek o vseobshchem uprav-lenii na osnove kachestva [Minimum of management, ma\u00acximum of controllability: on universal management based on the quality for libraries heads]. Moscow, Grand, Fair-press, 2004. 398 p. (In Russ.).<br \/>\n8.\tKlyuev V. K. Library marketing under new understanding. Nauchnye i tekhnicheskie biblioteki, 2005, 2. 103\u2013107.<br \/>\n(In Russ.).<br \/>\n9.\tKlyuev V. K. Library micrieconomics (metodology, ma\u00acnagement, marketing, didactics). Bibliotekovedenie, 2000, 1. 28\u201335. (In Russ.).<br \/>\n10.\tKozhevnikova L. A. Ekonomika bibliotechnoi deyatel&#8217;nosti [Economy of library activities] : uchebnik. Novosibirsk, GPNTB, 2005. 199 p. (In Russ.).<br \/>\n11.\tKolesnikova M. N. Menedzhment bibliotechno-informatsi\u00aconnoi deyatel&#8217;nosti [Management of library-information ac-tivity] : ucheb. dlya vuzov. Moscow, Libereja-Bibinform, 2009. 255 p. (In Russ.).<br \/>\n12.\tLevitskaya M. M. The quality management system is a base of innovation policy of library management. Informatsion-nyi byulleten&#8217; RBA, 2009, 52, 58\u201360. (In Russ.).<br \/>\n13.\tLinden I. L. A new instrument to assess library servicing quality \u2013 SERVQUAL\/LibQUAL. Nauchnye i tekhniche\u00acskie biblioteki, 2008, 4, 45\u201354. (In Russ.).<br \/>\n14.\tMakeeva O. V. Possibilities of LibQUAL technique. A new survey to raise activity efficiency. Biblioteka, 2010, 6,<br \/>\n38\u201342. (In Russ.).<br \/>\n15.\tMorozova O. Yu. Library personnel management techno\u00aclogy. Bibliotechnoe delo \u2013 2002: bibliotechnoe obrazovanie i praktika: poiski vzaimoponimaniya : tez. dokl. 7 Mezh\u00acdunar. nauch. konf. (24\u201325 apr. 2002 g.). Moscow, 2002, 181\u2013182. (In Russ.).<br \/>\n16.\tObespechenie kachestva informatsionno-bibliotechnogo ob\u00acsluzhivaniya [Ensuring the information-library services qu\u00acality] : posobie dlja rukovoditelej bibliotek \/ comp. L. V. Ku\u00aclikova [et al.]. Saint Petersburg, 2013. 174 p. (In Russ.).<br \/>\n17.\tRedkina N. S. Library on-line services quality. Nauchnye<br \/>\ni tehnicheskie biblioteki, 2014, 8, 18\u201327. (In Russ.).<br \/>\n18.\tRomanov P. S. Effektivnost&#8217; raboty zarubezhnykh biblio-tek: metody rascheta i otsenka [The efficiency of foreign<br \/>\nlibraries activity: calculation methods and evaluation].<br \/>\nEd. V. G. Pozdnyakov. Moscow, TsNSKhB, 2008. 262 p.<br \/>\n(In Russ.).<br \/>\n19.\tSuslova I. M. Marketing paradigm in the library manage-ment concept. Bibliotechnoe delo \u2013 2001: rossiiskie biblio-teki v mirovom informatsionnom i intellektual&#8217;nom pros\u00actranstve : tez. dokl. 6 Mezhdunar. nauch. konf. (26\u201327 apr. 2001 g.). Moscow, 2001, 2, 254\u2013255. (In Russ.).<br \/>\n20.\tSuslova I. M. Menedzher biblioteki: trebovaniya k professii i lichnosti [A library manager: requirements for the profes-sion and person] : ucheb. posobie. Moscow, Profizdat, 2001. 144 p. (In Russ.).<br \/>\n21.\tSuslova I. M., Klyuev V. K. Menedzhment bibliotechno-informatsionnoi deyatel&#8217;nosti [Management of library-in\u00acformation activity]. Saint Petersburg, Professija, 2009. 600 p. (In Russ.).<br \/>\n22.\tWeingand D. E. Upravlenie sovremennoi publichnoi bib\u00acliotekoi. Strategiya razvitiya [Managing a modern public li-brary. Development strategy]. Moscow, Rudomino, 1997. 222 p. (In Russ.).<br \/>\n23.\tHill N., Brierley J., MacDougall R. Kak izmerit&#8217; udovletvo\u00acrennost&#8217; klientov [How to measure customers satisfaction]. Moscow, INFRA-M, 2010. 176 p. (In Russ.).<br \/>\n24.\tYastrebova E. M. Marketing is the most effective system to manage libraries under market conditions. Nauchnye i tekh\u00acnicheskie biblioteki, 1994, 10, 61\u201375. (In Russ.).<br \/>\n25.\tRoy A., Khare A., Liu Ben S. C., Hawkesb L. M., Swiatek-Kelley J. An investigation of affect of service using a Lib-QUAL+TM survey and an experimental study. Journal of Academic Librarianship, 2012, 38, 3, 153\u2013160.<br \/>\n26.\tCronin J. J., Taylor S. A. Measuring service quality: a reex-amination and extension. Journal of Marketing, 1992, 56, 55\u201368.<br \/>\n27.\tJackson R. The customer is always right: what the business world can teach us about problem patrons. Reference Li-brarian, 2002, 75\/76, 205\u2013216.<br \/>\n28.\tKano&#8217;s methods for understanding customer-defined quality. Center for Quality of Management Journal, 1993, 2, 4, 37.<br \/>\n29.\tParasuraman A., Zeithaml V. A., Berry L. L. A conceptual model of service quality and its implications for future re-search. Journal of Marketing, 1985, 49, 3, 41\u201350.<br \/>\n30.\tParasuraman A., Zeithaml V. A., Berry L. L. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 1988, 64, 1, 12\u201340.<br \/>\n31.\tShorb S. R. LibQUAL+TM meets strategic planning at the University of Florida. Journal of Library Administration, 2004, 40, 3\/4, 173\u2013180.<br \/>\n32.\tStueart R., Moran B. Library and information center ma\u00acnagement. 5th ed. Englewood, Libr. Unlimit. Inc., 1998. 509 p.<br \/>\n33.\tTrask M. Management skills training for librarians. CDNLAO Newsletter, 1993, 18, 6\u201310.<\/p>","protected":false},"excerpt":{"rendered":"<p>Redkina N. S. Bibliosphere. 2016. \u2116 3. P. 65\u201373. DOI: 10.20913\/1815-3186-2016-3-65-73 Marketing methods of evaluating services of both readers and library users online are important to improve the qua\u00aclity of library-information servicing. The most commonly used methods to assess the quality of library services are statistical indicators analysis of activities (attendance, the number of resources\/services [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":10199,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\r\n<title>The review of modern methods to evaluate users servicing quality - \u0413\u041f\u041d\u0422\u0411 \u0421\u041e \u0420\u0410\u041d<\/title>\r\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\r\n<link rel=\"canonical\" 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