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Changing the Concept and Measure of Service Quality in Academic Libraries.
Peer reviewed Peer reviewed
Nitecki, Danuta A. – Journal of Academic Librarianship, 1996
The diagnostic instrument SERVQUAL has been developed to measure customer expectations and perceptions of service. This article describes a study that investigated how applicable SERVQUAL is to academic libraries and how influential the study's findings might be in changing concepts of the management of academic library services. Two SERVQUAL…
Descriptors: Academic Libraries, Attitude Measures, Change Agents, Data Analysis