Application of Total Quality Management to Library and Information Services in Digital Scenario: A Study Through Users' Satisfaction
Synopsis
Chapter i deals with intruducation which is a background study of the whole structure. This is a followed by explanation of the changing role of libraries in respect of service quality, quality management, users satisfaction, customer expectations and percetations, factors influencing customers expectation, customer satisfaction and service quality.
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Bibliographic information
Sanghamitra Dalbehera