Measuring service quality at yale university’s libraries

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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Bibliographische Detailangaben
Veröffentlicht in:The Journal of academic librarianship 2000-07, Vol.26 (4), p.259-273
Hauptverfasser: Nitecki, Danuta A, Hernon, Peter
Format: Artikel
Sprache:eng
Schlagworte:
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
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Beschreibung
Zusammenfassung: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.
ISSN:0099-1333
1879-1999
DOI:10.1016/S0099-1333(00)00117-8