Measuring and Improving the Quality of Public Services: A Hybrid Approach

h S T R A C T IMPROVINGTHE QUALITY OF PUBLIC SERVICES involves quantifying patron perceptions. Using a questionnaire devised by Van House, Weil, and McClure (1990);combining it with the concept of service dimensions and service imperatives based on the work done by Berry, Zeithaml, and Parasuraman (1990); and coding patron comments from the questionnaire as either positive or negative; this project analyzes patron perceptions about library services. This model presents a method for quantifying and categorizing patrons’ comments from a standard questionnaire in such a way that the results are organized into seven principal service determinants. The results demonstrate that tangibles and reliability are the key concerns of library patrons. A short discussion of prescriptive measures for improving services follows the analysis.