Evaluation of service quality of academic libraries : a case study of NTU libraries 1 and 2.

• Main Author: Tay, Joycelyn Kee Wah.
• Other Authors: Foo, Schubert Shou Boon
• Format: Theses and Dissertations
• Published: 2008
• Subjects: DRNTU::Library and information science::Libraries::Administration and management; DRNTU::Library and information science::Libraries::Academic libraries
• Online Access: http://hdl.handle.net/10356/1779
• Institution: Nanyang Technological University

A key measure of service quality is based on the disconfirmation theory, which measures the difference between perceived service level and expected service level. SERVQUAL, a measurement tool was developed and adapted for use in libraries. This study applied the SERVQUAL tool to identify service gap...