Measuring service quality at Yale university's libraries

被引:94
作者
Nitecki, DA
Hernon, P
机构
[1] Yale Univ Lib, New Haven, CT 06520 USA
[2] Simmons Coll, Grad Sch Lib & Informat Sci, Boston, MA 02115 USA
关键词
D O I
10.1016/S0099-1333(00)00117-8
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 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.
引用
收藏
页码:259 / 273
页数:15
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