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