Performance Measurement and Metrics: Volume 10 Issue 2


The international journal of library assessment, value and impact

Table of contents

Bridging the gap between service provision and customer expectations

Susan McKnight

The purpose of this paper is to serve as a reminder to all managers that they must understand their customers, from the customers' perspective, and not make assumptions…


Measuring academic libraries service quality in fuzzy environment

Yahia Zare Mehrjerdi, Hossein Sayyadi Toranlo, Reza Jamali

The purpose of this paper is to present the perception of service quality. The measurement of service quality has grown significantly in importance over recent years…


What do higher education management and administration expect of library benchmarking?: Results of a workshop on BIX – the Library Index for Academic Libraries in Germany

Ulla Wimmer

The purpose of this paper is to report on the results of a workshop held to discover the performance measurement requirements deemed to be necessary by the management of…


Needs assessment of library instruction at Texas A&M University Libraries using student feedback

Adriana J. Gonzalez

The purpose of this case study is to identify gaps in service for library instruction conducted at Texas A&M University Libraries by doing a qualitative needs assessment…

What is impact assessment and why is it important?

David Streatfield, Sharon Markless

The purpose of this paper is to offer a definition of impact assessment and to discuss some of the implications of this and other definitions. A particular approach to…


Development of strategic performance information at the National Library of Scotland

David Hunter

The purpose of this paper is to explore the development of strategic performance indicators at the National Library of Scotland (NLS) over the past two years in response…

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  • Dr Frankie Wilson