Effectiveness IS0 9000 quality management practices: A case study of academic libraries in Malaysia

• Main Authors: Taib, Che Azlan, Osman, Nor Hasni, Ahmad, Hartini
• Other Authors: Kataria, Sanjay
• Format: Book Section
• Language: English
• Published: KBD Publications 2009
• Subjects: Z719 Libraries (General)
• Online Access: http://repo.uum.edu.my/4522/1/Az.pdf; http://repo.uum.edu.my/4522/; http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000302879

The paper aims to study the effectiveness IS0 9000 quality management practices on customer satisfaction levels toward academic library services. The exploratory research in this paper focuses on the link between IS0 9000 practices and an area of customer satisfaction, namely, MUD1 (accessibility); KESE (suitable); SEAD (availability); KEBE (effectiveness); KECE (eficiency); BOD1 (reliability) and, KESA (validity), that has received limited attention in prior studies. The research supports the idea that IS0 9000 standards are a guideline for the implementation of quality management in any organizations whether in library services.