Measuring Service Quality at Yale University's Libraries.

Nitecki, Danuta A.; Hernon, Peter

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Peer reviewed

ERIC Number: EJ618364

Record Type: Journal

Publication Date: 2000

Pages: N/A

Abstractor: N/A

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ISSN: ISSN-0099-1333

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Measuring Service Quality at Yale University's Libraries.

Nitecki, Danuta A.; Hernon, Peter

Journal of Academic Librarianship, v26 n4 p259-73 Jul 2000

Examines a new approach to measuring service quality--conducted at Yale University's libraries--one that produces findings useful for local planning and decision making. The goal is to probe the service attributes of greatest potential to both actual customers and service providers. The setting for this study was Yale University. (AEF)

Descriptors: Academic Libraries, Evaluation Methods, Higher Education, Improvement, Information Services, Library Development, Library Services, Measurement Techniques, Quality Control, User Needs (Information)

Publication Type: Journal Articles; Reports - Research

Education Level: N/A

Audience: N/A

Language: English

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