Back to Search Start Over

SERVQUAL and the Quest for New Measures.

Authors :
Cook, Colleen
Heath, Fred
Source :
Journal of Library Administration. 2001, Vol. 35 Issue 4, p37. 4p.
Publication Year :
2001

Abstract

Presents results of Texas A&M University's experience administering SERVQUAL as a performance assessment tool for research and academic libraries in the United States. Measurement of the difference between customers' minimum expectations and their perceptions of those services as delivered; Five customer-valued dimensions of service.

Subjects

Subjects :
*RESEARCH libraries
*ACADEMIC libraries
*PERFORMANCE standards
*CUSTOMER services

Details

Language :
English
ISSN :
01930826
Volume :
35
Issue :
4
Database :
Academic Search Index
Journal :
Journal of Library Administration
Publication Type :
Academic Journal
Accession number :
7418805
Full Text :
https://doi.org/10.1300/j111v35n04_08
Full Text Access
View/download PDF

Tools

Authors Abstract Subjects Details