Service quality measurement : a case study

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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Main Author: Chia, Yew Boon.
Other Authors: Harvey, Ross
Format: Theses and Dissertations
Language:English
Published: 2009
Subjects:
DRNTU::Library and information science::Libraries::Administration and management
Online Access:http://hdl.handle.net/10356/20438
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Institution: Nanyang Technological University
Language: English
id sg-ntu-dr.10356-20438
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spelling sg-ntu-dr.10356-204382020-09-27T20:18:34Z Service quality measurement : a case study Chia, Yew Boon. Harvey, Ross School of Applied Science DRNTU::Library and information science::Libraries::Administration and management 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. Master of Science (Information Studies) 2009-12-15T02:59:46Z 2009-12-15T02:59:46Z 1997 1997 Thesis http://hdl.handle.net/10356/20438 en NANYANG TECHNOLOGICAL UNIVERSITY 56 p. application/pdf
institution Nanyang Technological University
building NTU Library
country Singapore
collection DR-NTU
language English
topic DRNTU::Library and information science::Libraries::Administration and management
spellingShingle DRNTU::Library and information science::Libraries::Administration and management
Chia, Yew Boon.
Service quality measurement : a case study
description 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.
author2 Harvey, Ross
author_facet Harvey, Ross
Chia, Yew Boon.
format Theses and Dissertations
author Chia, Yew Boon.
author_sort Chia, Yew Boon.
title Service quality measurement : a case study
title_short Service quality measurement : a case study
title_full Service quality measurement : a case study
title_fullStr Service quality measurement : a case study
title_full_unstemmed Service quality measurement : a case study
title_sort service quality measurement : a case study
publishDate 2009
url http://hdl.handle.net/10356/20438
_version_ 1681059419762196480

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