Toward a TQM Paradigm: Using SERVQUAL to Measure Library Service Quality.
Fuente:
ERIC Institute of Education Sciences
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| Hauptverfasser: | , |
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| Format: | Recurso educativo Open Access |
| Sprache: | en |
| Veröffentlicht: |
1997
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| _version_ | 1867180860682272770 |
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| author | Coleman, Vicki And Others |
| author_facet | Coleman, Vicki And Others Coleman, Vicki And Others |
| collection | Education Resources Information Center |
| contents | Toward a TQM Paradigm: Using SERVQUAL to Measure Library Service Quality. Coleman, Vicki And Others Academic Libraries Expectation Higher Education Institutional Evaluation Library Services Library Surveys Models Perception Quality Control Total Quality Management User Satisfaction (Information) 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) |
| format | Recurso educativo Open Access |
| id | eric_EJ544832 |
| institution | ERIC Institute of Education Sciences |
| language | en |
| publishDate | 1997 |
| record_format | eric |
| spellingShingle | Toward a TQM Paradigm: Using SERVQUAL to Measure Library Service Quality. Coleman, Vicki And Others Academic Libraries Expectation Higher Education Institutional Evaluation Library Services Library Surveys Models Perception Quality Control Total Quality Management User Satisfaction (Information) Toward a TQM Paradigm: Using SERVQUAL to Measure Library Service Quality. Coleman, Vicki And Others Academic Libraries Expectation Higher Education Institutional Evaluation Library Services Library Surveys Models Perception Quality Control Total Quality Management User Satisfaction (Information) 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) |
| title | Toward a TQM Paradigm: Using SERVQUAL to Measure Library Service Quality. |
| topic | Academic Libraries Expectation Higher Education Institutional Evaluation Library Services Library Surveys Models Perception Quality Control Total Quality Management User Satisfaction (Information) |
| url | https://eric.ed.gov/?id=EJ544832 |