Toward a TQM Paradigm: Using SERVQUAL to Measure Library Service Quality

• Published in: College & research libraries Vol. 58; no. 3; pp. 237 - 251
• Main Author: Coleman, Vicki
• Format: Journal Article
• Language: English
• Published: Chicago, IL American Library Association 01-05-1997; Association of College and Research Libraries
• Subjects: Academic Libraries; Data Analysis; Evaluation; Exact sciences and technology; Expectation; Higher Education; Information and communication sciences; Information science. Documentation; Information service management; Institutional Evaluation; Libraries; Library and documentation centre management; Library and information science. General aspects; Library management; Library Services; Library Surveys; Literature Reviews; Management techniques; Perception; Polls & surveys; Quality; Quality Control; Sciences and techniques of general use; Service Quality; SERVQUAL; Sterling C Evans Library; Texas A and M University; Total quality; Total Quality Management; Undergraduate Students; University libraries; Use and user studies. Information needs; User Satisfaction (Information); User service management; User surveys; United States; North America; Texas; America; Statistical analysis; Methodology; User service; User study; Perception; University library; Reliability; Service quality; User need; Contradiction; Quality management
• ISSN: 0010-0870; 2150-6701
• DOI: 10.5860/crl.58.3.237

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)