An international LibQUAL customer satisfaction survey was implemented in Turku School of Economics’ Library and Information Services in spring 2008. According to the study, the Library at Turku School of Economics has the most satisfied customers of all who participated in the survey on Nordic business school libraries.
The LibQUAL customer satisfaction survey was carried out together with the European Business Schools Librarians’ Group (EBSLG). A master’s thesis in marketing is being completed on the basis of the survey. In her thesis, TSE’s student
Minna Muikku has compared customer satisfaction with regard to those participating in the survey at various Nordic schools of economics.
The LibQUAL survey is based on a model in which differences are observed between what the customer expects and the service level the customer perceives. In addition, the customer assign points in their assessment to claims which measure satisfaction in the library's services. In comparing the libraries taking part in the survey, it was noted that Turku School of Economics achieved the highest number of lead positions in all questions. This being the case, the general level of customer satisfaction with regard to the Turku School of Economics Library was the highest of all reference libraries. Second place was awarded to the Library at Handelshøjskolen i Århus in Denmark.
“We are happy, of course, about the positive feedback given by the customers. The LibQUAL survey also brought development targets to the fore. By going after these, our service is becoming even better than before – and this way we support the research and education at Turku School of Economics in the best possible way,” says
Ulla Nygrén, Director of Library and Information Services.
In addition to Turku School of Economics and Svenska handelshögskola, those that also participated from Finland in the survey included Helsinki School of Economics, the University of Art and Design Helsinki and Helsinki University of Technology, the last three soon to compose Aalto University. Handelshögskolan I Stockholm and Göteborgs universitet from Sweden, Handelshøjskolen I Århus and Copenhagen Business School from Denmark, and Norges Handelshøyskole and Handelshøyskolen BI from Norway all took part.