Assessing the service quality of a statutory board library.

• Main Author: Tan, Pey Lin.
• Other Authors: Wee Kim Wee School of Communication and Information
• Format: Theses and Dissertations
• Published: 2008
• Subjects: DRNTU::Libraries and information science::Libraries::Special libraries
• Online Access: http://hdl.handle.net/10356/1744
• Institution: Nanyang Technological University

This study applied an adapted SERVQUAL instrument to measure the service quality of a statutory board library that can be categorised as a special library, along the five service dimensions of Tangibles, Reliability, Responsiveness, Assurance and Empathy.