Toward a TQM paradigm: Using SERVQUAL to measure library service quality

被引：32

作者：

Coleman, V

Xiao, Y

Bair, L

Chollett, B

机构：

[1] TEXAS A&M UNIV,STERLING C EVANS LIB,ELECT REFERENCE SERV,COLLEGE STN,TX 77843

[2] TEXAS A&M UNIV,STERLING C EVANS LIB,LIB SERV QUAL COMM,COLLEGE STN,TX 77843

来源：

COLLEGE & RESEARCH LIBRARIES | 1997年 / 58卷 / 03期

关键词：

D O I：

10.5860/crl.58.3.237

中图分类号：

G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];

学科分类号：

1205 ; 120501 ;

摘要：

This study provides the results of a survey conducted in the fall of 1994 by the Sterling C. Evans Library to measure service quality. This general user survey provided feedback from customers on their minimum, perceived, and desired levels of service from an academic library. The devised measuring instrument is based on SERVQUAL, a service quality survey created by Leonard L. Berry, A. Parasuraman, and Valarie A. Zeithaml. The SERVQUAL survey is designed to measure service quality in five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Survey results showed a discrepancy in the quality of the services provided by the library and those desired by its customers.

引用

页码：237 / &

页数：13