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

Fuente: ERIC Institute of Education Sciences
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Dettagli Bibliografici
Autori principali: Coleman, Vicki, And Others
Natura: Recurso educativo Open Access
Lingua:en
Pubblicazione: 1997
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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