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ERIC Number: EJ544832
Record Type: Journal
Publication Date: 1997
Pages: N/A
Abstractor: N/A
Reference Count: N/A
ISSN: ISSN-0010-0870
Toward a TQM Paradigm: Using SERVQUAL to Measure Library Service Quality.
Coleman, Vicki; And Others
College & Research Libraries, v58 n3 p237-45,248-51 May 1997
Texas A&M University's Evans Library conducted a survey (SERVQUAL) to measure service quality in terms of tangibles (appearance of facilities, equipment, personnel, and communication materials), reliability, responsiveness, assurance, and empathy. Discrepancies between expectations and perceptions were found in reliability, responsiveness, assurance, and empathy. Also includes the two-part survey, four tables, and nine figures. (PEN)
Publication Type: Reports - Research; Tests/Questionnaires; Journal Articles
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A