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Title: Customer care in Maltese post-secondary school libraries
Authors: Carabott, JoAnne (2008)
Keywords: Education, Higher -- Malta
School libraries -- Malta
School libraries -- Customer services -- Malta
Issue Date: 2008
Citation: Carabott, J. (2008). Customer care in Maltese post-secondary school libraries (Bachelor's dissertation).
Abstract: This dissertation focuses on the practices of customer care in the Maltese post secondary libraries. The study features a State School, a Church School, a Private school and a non-Government school. The aim for this study is to determine the level of customer care services among thsese school libraries. The libraries were evaluated by means of questionnaires provided for the students. Another questionnaire was prepared for librarians of the same schools. Two interviews were carried out between the librarians of the two larger school libraries to understand their opinions, regarding good customer practice. Support from the schools was encouraging and inspirational because it allowed me to perceive other library practices. Analysis of the interviews concludes that customer care is being practiced from a generic aspect. It also resulted that librarians face common problems in their routines. The analysis concluded interesting facts such as the statistics of Maltese readers between the male and female gender. In order to complete the study, one to one discussions with library colleagues were used in order to achieve an overview of this study, as well as other supportive materials such as books, journals and internet resources. This study concludes with cost effective recommendations, such as : up keeping of the library, means to promote the services, personal communication skills, and tips to monitor complaints. The recommendations also define some important administrative work a librarian would need know in order to develop the library.
Description: B.L.I.A.S.
Appears in Collections:Dissertations - FacMKS - 1992-2012
Dissertations - FacMKSLIAS - 2008-2010

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