Investigating customer satisfaction and service quality in academic libraries: the case of Technological Educational Institute of Central Macedonia

摘要: Customer satisfaction and service quality policies have been established in recent years academic libraries’ management. However, setting regulations imposing procedures requires reliable methods to evaluate actions. The Technological Educational Institute (TEI) of Central Macedonia is a university institute committed provide excellent services its stakeholders, by developing ongoing dialogue. In order investigate the library users’ habits assess their on provided services, survey has conducted. An online questionnaire was developed based MOPAB’s (Total Quality Management Unit Greek Academic Libraries) guidelines for data collection then distributed users. Such questionnaires can be valuable instrument monitoring user systemic manner improving libraries. Moreover, could used, after adjustments, as benchmarking tool analysis revealed that even though users do not fully utilise all they manifest high level satisfaction.