Measuring service quality at yale university’s libraries

This article examines a new approach to measuring service quality, one that produces findings useful for local planning and decision making. It also differentiates between service quality and satisfaction and points the direction for further research.

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Bibliographic Details
Published in:	The Journal of academic librarianship Vol. 26; no. 4; pp. 259 - 273
Main Authors:	Nitecki, Danuta A, Hernon, Peter
Format:	Journal Article
Language:	English
Published:	New York, NY Elsevier Inc 01-07-2000 Elsevier Science Elsevier Inc., etc Elsevier Science Ltd
Subjects:	Academic Libraries Evaluation Evaluation Methods Exact sciences and technology Higher Education Improvement Information and communication sciences Information science. Documentation Information service management Information Services Libraries Library and documentation centre management Library Development Library management Library Services Measurement Techniques Performance measures Quality Quality Control Quality of service Sciences and techniques of general use SERVQUAL Surveys University libraries User Needs (Information) User service management Yale University CT Yale University, Connecticut United States North America America Information service Evaluation Questionnaire Library management User study Satisfaction University library Quality management
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Description
Summary:	This article examines a new approach to measuring service quality, one that produces findings useful for local planning and decision making. It also differentiates between service quality and satisfaction and points the direction for further research.
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(00)00117-8