Secret Client – Unconventional Library Users Service Quality Testing Cover Image

Secret client – nieszablonowe badanie poziomu jakości obsługi użytkowników bibliotek
Secret Client – Unconventional Library Users Service Quality Testing

Author(s): Marcin Karwowski
Subject(s): Library operations and management, Other, Higher Education , Methodology and research technology, Sociology of Education
Published by: Wydawnictwo Uniwersytetu Komisji Edukacji Narodowej w Krakowie
Keywords: secret client; mystery shopping; quality testing methods; quality in libraries; quality testing;

Summary/Abstract: The author has examined the level of service quality in the process of using free access or reading rooms in university libraries. The aforementioned service is the merits of library activity; the quality of service in this department directly affects the user’s rating that influences the willingness of subsequent visits. A new quality testing method was used for the research by analysing user satisfaction – secret client. The audit was carried out in 18 university libraries supervised by the Ministry of Science and Higher Education. The author explained the methodology through the script and questionnaire, and presented the results using the charts and infographics. In addition, the text ended with recommendations for changes improving the quality of service in the process of sharing in free access and reading room.

  • Issue Year: 2018
  • Issue No: 16
  • Page Range: 255-274
  • Page Count: 20
  • Language: Polish