Service Quality: An Unobtrusive Investigation of Interlibrary Loan in Large Public Libraries in Canada.

Hebert, Francoise

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Peer reviewed

ERIC Number: EJ483666

Record Type: Journal

Publication Date: 1994

Pages: N/A

Abstractor: N/A

ISBN: N/A

ISSN: ISSN-0740-8188

EISSN: N/A

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Service Quality: An Unobtrusive Investigation of Interlibrary Loan in Large Public Libraries in Canada.

Hebert, Francoise

Library and Information Science Research, v16 n1 p3-21 Win 1994

Describes a study that investigated the quality of interlibrary loan services in Canadian public libraries from the library's and the user's perspectives and then compared results. Measures of interlibrary loan performance are reviewed; an alternative conceptualization of service quality is discussed; and SERVQUAL, a measure of service quality, is described. (Contains 24 references.) (LRW)

Descriptors: Comparative Analysis, Correlation, Evaluation Criteria, Evaluation Methods, Foreign Countries, Interlibrary Loans, Library Research, Library Services, Measurement Techniques, Models, Public Libraries, Tables (Data), User Satisfaction (Information)

Publication Type: Reports - Research; Journal Articles

Education Level: N/A

Audience: N/A

Language: English

Sponsor: N/A

Authoring Institution: N/A

Identifiers - Location: Canada

Grant or Contract Numbers: N/A

Author Affiliations: N/A