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

• 主要作者: Tay, Joycelyn Kee Wah.
• 其他作者: Foo, Schubert Shou Boon
• 格式: Theses and Dissertations
• 出版: 2008
• 主題: DRNTU::Library and information science::Libraries::Administration and management; DRNTU::Library and information science::Libraries::Academic libraries
• 在線閱讀: http://hdl.handle.net/10356/1779
• 機構: 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...