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ERIC Number: EJ526295
Record Type: Journal
Publication Date: 1996
Pages: N/A
Abstractor: N/A
ISBN: N/A
ISSN: ISSN-0099-1333
EISSN: N/A
Changing the Concept and Measure of Service Quality in Academic Libraries.
Nitecki, Danuta A.
Journal of Academic Librarianship, v22 n3 p181-90 May 1996
The diagnostic instrument SERVQUAL has been developed to measure customer expectations and perceptions of service. This article describes a study that investigated how applicable SERVQUAL is to academic libraries and how influential the study's findings might be in changing concepts of the management of academic library services. Two SERVQUAL surveys are appended. (BEW)
Descriptors: Academic Libraries, Attitude Measures, Change Agents, Data Analysis, Higher Education, Library Administration, Library Services, Library Standards, Library Surveys, Measurement Techniques, User Satisfaction (Information), Users (Information)
Publication Type: Numerical/Quantitative Data; Reports - Research; Tests/Questionnaires; Journal Articles
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Grant or Contract Numbers: N/A