Customer Service Excellence through Service Quality Assessment and Enhancement Project at Al Maktoum Medical Library

Abstract

Al Maktoum Medical Library (AMML) support patrons to find solutions for their information needs and provide effective & efficient ways of services to deliver information. To achieve excellence in customer service continuous assessment is required. To ensure high quality services to the patrons library benchmarked international standard for delivering excellence in customer service. The project proved useful to assess the quality of services offered at AMML. It concludes that AMML should maintain and strengthen the services with which users are satisfied, and improve those about which they are concerned. A library is required not only to improve its collection, services and facilities , but it also should continue taking their feedback to discover the effectiveness of the resources and services offered. Such studies may be conducted at regular intervals to understand internal process, assess the quality of services and users' perceptions that may be addressed to achieve their satisfaction.