Journal article
Changing the concept and measure of service quality in academic libraries
The Journal of academic librarianship, v 22(3), pp 181-190
1996
Featured in Collection : UN Sustainable Development Goals @ Drexel
Abstract
New ways to evaluate libraries are needed. The SERVQUAL is a diagnostic tool to measure service quality, defined as the difference between customer perceptions and expectations of service. This article discusses implications for library management and future explorations of a tool applicable to academic libraries.
Metrics
Details
- Title
- Changing the concept and measure of service quality in academic libraries
- Creators
- Danuta A Nitecki - Danuta A. Nitecki is Associate Director for Public Services, Libraires University of Maryland at College Park College Park, Maryland 20742-7011, USA
- Publication Details
- The Journal of academic librarianship, v 22(3), pp 181-190
- Publisher
- Elsevier
- Resource Type
- Journal article
- Language
- English
- Academic Unit
- DUL Administrative Services
- Web of Science ID
- WOS:A1996UM93700003
- Scopus ID
- 2-s2.0-0030493253
- Other Identifier
- 991014982302704721
UN Sustainable Development Goals (SDGs)
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Source: SDGs in the Output
InCites Highlights
Data related to this publication, from InCites Benchmarking & Analytics tool:
- Web of Science research areas
- Information Science & Library Science