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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Bibliographic Details
Main Author: Chia, Yew Boon.
Other Authors: Harvey, Ross
Format: Theses and Dissertations
Language:English
Published: 2009
Subjects:
Online Access:http://hdl.handle.net/10356/20438
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Institution: Nanyang Technological University
Language: English