Measuring Service Quality: From Theory into Practice.

Calvert, Philip J.

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Peer reviewed

ERIC Number: EJ552512

Record Type: Journal

Publication Date: 1997

Pages: N/A

Abstractor: N/A

ISBN: N/A

ISSN: ISSN-0004-8623

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Measuring Service Quality: From Theory into Practice.

Calvert, Philip J.

Australian Academic & Research Libraries, v28 n3 p198-204 Sep 1997

Academic library managers need a multimethod, objective, valid tool for measuring service quality. Examines three research studies in the measurement of service quality in Australian and New Zealand academic libraries: the Hernon and Altman Study; Hernon and Calvert Study; and the University of Waikato (Hamilton, New Zealand) Survey, a two-stage gap analysis. (PEN)

Descriptors: Academic Libraries, Evaluation Methods, Foreign Countries, Higher Education, Individual Needs, Library Administration, Library Research, Library Services, User Satisfaction (Information)

Publication Type: Journal Articles; Reports - Descriptive

Education Level: N/A

Audience: N/A

Language: English

Sponsor: N/A

Authoring Institution: N/A

Identifiers - Location: Australia; New Zealand

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Author Affiliations: N/A