Changing the concept and measure of service quality in academic libraries

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 acad...

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Bibliographic Details
Published in:	The Journal of academic librarianship Vol. 22; no. 3; pp. 181 - 190
Main Author:	Nitecki, Danuta A.
Format:	Journal Article
Language:	English
Published:	New York, etc Elsevier Inc 1996 Elsevier Inc., etc Elsevier Science Ltd
Subjects:	Academic Libraries Attitude Measures Change Agents Customer Services Data Analysis Higher Education Libraries Library Administration Library Services Library Standards Library Surveys Management Measurement Techniques Performance measures Quality Quality control Service Quality SERVQUAL User Satisfaction (Information) User services Users (Information)
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Summary:	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.
Bibliography:	ObjectType-Article-1 SourceType-Scholarly Journals-1 ObjectType-Feature-2 content type line 23
ISSN:	0099-1333 1879-1999
DOI:	10.1016/S0099-1333(96)90056-7