Customers in a particular organization may take part in achieving its goals. Primarily, customer satisfaction earns their loyalty to the business. Further, it determines how happy the customers are due to the good services offered. Thus, the company’s product capabilities and services should be designed to suit the customers’ needs.
The article I reviewed from the library points out the issues that affect the customers in the library service providers. I found an article titled “Customer Satisfaction in Libraries” written by M.S. Sridhar. In the article, the author identifies several factors to consider in ensuring that customers are satisfied. The author portrays customer participation in service delivery as crucial in customer management (Sridhar, 2022). He depicts easy access to services as one of the determinants of service quality. Additionally, service quality is essential in ensuring that consumer needs are met.
I agree with the authors expressing the factors to consider to ensure that consumer services are served at ease. Although the author describes the elements quite well, I felt that the research selection pool is limited and narrow. Sridhar bases his argument on the services offered, their quality, and the consumers only (Sridhar, 2022). I would suggest that the author would have had in-depth research on other factors that contribute to the same.
Other factors also affect customer service, although indirectly. For example, the human resource department is crucial in customer service at a workplace. The remuneration of the employees also would determine the customer service value. Again, motivating the employees leads to good customer relations. Similarly, in our case, library services need adequate resources. Adequacy of resources is also a factor to consider in addressing customer service. Therefore, customer service is broad and should incorporate all necessary aspects to meet efficiency.
Reference
Sridhar, M. S. (2022). Customer Satisfaction in Libraries. SRELS Journal of Information Management, 59(4), 197-201. Web.