A New Approach Based on Total Quality Management (TQM) for Improving Academic Libraries Quality Service
2019
ERAGHI, G. Fadaie | ATHARINEJAD, S. E. Y.
This paper applied Total Quality Management (TQM) to identify service improvement techniques for an academic library. In order to reach thequality and making suitable changes, first reader needs and their importance, and satisfaction degrees were examined via questionnaires based onTQM methodology that is one of the important tools of improvement and management development. Second, the service improvement techniquesfor satisfying the reader needs were developed by interviewing experts. Following, a framework was constructed to implement a unified method forimproving quality service based on TQM. The current research is descriptive – deductive type – which is resulted from the theoretical frameworkand research, rules in an explanatory style and styles of library, articles, magazines and internet. Also the theory test and gathering data has beendone as analytical. The empirical study specifies reader needs and service improvement techniques respectively, and some practical suggestions areraised for academic libraries.
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