Service quality measurement : a case study
The service quality measurement instrument SERVQUAL has been widely used to measure the quality of service of an organisation. This study demonstrated the use of SERVQUAL to determine the service quality of a branch library along the five quality dimensions of tangibles, reliability, responsiveness,...
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| Format: | Theses and Dissertations |
| Language: | English |
| Published: |
2009
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| Subjects: | |
| Online Access: | http://hdl.handle.net/10356/20438 |
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| Institution: | Nanyang Technological University |
| Language: | English |
| Summary: | The service quality measurement instrument SERVQUAL has been widely used to measure the quality of service of an organisation. This study demonstrated the use of SERVQUAL to determine the service quality of a branch library along the five quality dimensions of tangibles, reliability, responsiveness, assurance and empathy. The SERVQUAL scores obtained were analysed and compared against that of two other libraries. The results revealed that the library failed to meet customers' expectations for all the five service dimensions. |
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