Customer Service Satisfaction Program at the National Library and Archives of I.R.Iran

Purpose: Investigates the state of customer satisfaction program at the National Library
and Archives of Iran with emphasis on the doctrine of Islamic culture.
Design/Methodology/Approach: ttitudes of the staff (50 persons) in 7 departments working
at customer service points were surveyed. 41 completed and returned the questionnaire.
Data was collected using 2 researcher designed questionnaires. Customer populations
consisted of 1336 people approached 7 departments. Sample was determined using
stratified non-proportionate random selection. Out of 300 members in the sample, 261
completed and returned the questionnaire. Customer questionnaire measured satisfaction
in 4 dimensions, the staff questionnaire investigated implementation of the program in 5
dimensions.
Findings: All dimensions of the customer satisfaction except for ‘conducting opinion poll’
were over the average. Higher averages belonged to ‘developing service charter’, and ‘transparency
and documentation of service provision’.
Conclusion: Customer satisfaction program in all of its dimensions is implemented rather
successfully and above the average. Some items in the ‘service charter dimension’ are directly
taken from Islamic instructions. These items are implemented competently.