Title: Changing the concept and measure of service quality in academic libraries
Abstract: New ways to evaluate libraries are needed. The SERVQUAL is a diagnostic tool to measure service quality, defined as the difference between customer perceptions and expectations of service. This article discusses implications for library management and future explorations of a tool applicable to academic libraries.
Publication Year: 1996
Publication Date: 1996-01-01
Language: en
Type: article
Indexed In: ['crossref']
Access and Citation
Cited By Count: 257
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