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Quality Assurance In Libraries And Information Centers Question Paper

Quality Assurance In Libraries And Information Centers

Course:Bachelor Of Education In Library 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 CENTERS

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

INSTRUCTIONS
Answer any THREE questions.

QUESTION ONE
Discuss any three service quality dimensions (attributes) clearly showing their
relevance to service quality in libraries and information centers.

QUESTION TWO
“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.

QUESTION THREE
Compare and contrast the concept of “Quality Assurance” and “Total Quality
Management”. Illustrate your answer with appropriate examples.

QUESTION FOUR
Describe the SERVQUAL MODEL and show its relevance to service quality
management in Library and Information Centers.

QUESTION FIVE
Discuss the benefits of high service quality in information work.