-- SELECT SPEAKER HERE -- Rajendra Munoo Nora Agustero, Ph.D. Gerry McKiernan Reysa Alenzuela, Ph.D. Joseph Yap Nora J. Claravall, Ed.D. C.P. Ramasesh | A.N. Ramesh Placida Socorro Lim-Limpin Allan B. de Guzman, Ph.D. Audrey Gendrano Anday Ida F. Priyanto Rabinarayan Mishra, Ph.D. Fernan Dizon Lourdes T. David John Hickok

Fernan Dizon

 

Customer Satisfaction, ROI, and Library Marketing and Promotions: The Rizal Library Experience

Mr. Fernan R. Dizon is currently the Head of the Reference and Information Services Section, Rizal Library, Ateneo de Manila University. He is also a professor at the University of the East-Manila Graduate  School teaching library and information science courses. Currently, he is finishing his Ph.D. in Education at the University of the Philippines Diliman.

Abstract

Customer satisfaction is always at the heart of any service organization. New services, programs, equipment, and facilities are continuously offered in order to satisfy the organization's customers. Libraries are among these organizations. As Hernon (1998) stated, "Customers… are the reason for libraries' existence. It is important (if not essential) to listen to, and learn from, customers and to use the insights gained to improve…" It is in this statement that this study is anchored to; satisfy RL user's needs by improving RL's collection, services, equipment, and facilities.

This paper will report and present the results of the latest customer satisfaction survey made by the librarians of the Rizal Library. The survey which was done online was performed in order to know the level of satisfaction of the users of the Rizal Library on the services, collection, Internet connectivity,  facilities, librarians and staff as well as the library as a whole. The survey results were then used in order to plan for the new library building. Library space planning entails environmental scanning, in this case, an online survey.