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

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...

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Bibliographic Details
Main Author: Tay, Joycelyn Kee Wah.
Other Authors: Foo, Schubert Shou Boon
Format: Theses and Dissertations
Published: 2008
Subjects:
Online Access:http://hdl.handle.net/10356/1779
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Institution: Nanyang Technological University