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Quality Assurance In Libraries And Information Centres  Question Paper

Quality Assurance In Libraries And Information Centres  

Course:Bachelor Of Library And Information Science

Institution: Kenyatta University question papers

Exam Year:2009



KENYATTA UNIVERSITY
UNIVERSITY EXAMINATIONS 2008/2009
INSTITUTE OF OPEN LEARNING PROGRAMME
EXAMINATION FOR THE DEGREE OF BACHELOR OF LIBRARY AND
INFORMATION SCIENCE
BLIS 400: QUALITY ASSURANCE IN LIBRARIES AND INFORMATION
CENTRES

DATE: Tuesday 11th August, 2009 TIME: 8.00 a.m. – 10.00 a.m.

INSTRUCTIONS
Answer any THREE questions.
1.
Discuss any three service quality dimensions (attributes) clearly showing their relevance to service quality in libraries and information centres.
2.
“Quality is in the eyes of the beholder, if customers say there is quality, then there is. If they do not, then there is not, it does not matter what the organization believes about its level of service” (Hernon and Altman, 1966). Discuss.
3.
Compare and contrast the concept of “Quality Assurance” and “Total Quality Management”. Illustrate your answer with appropriate examples.
4.
Describe the SERVQUAL MODEL and show its relevance to service quality management in Library and Information Centres.
5.
Discuss the benefits of high service quality in information work.




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