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https://hdl.handle.net/10356/1779| Title: | Evaluation of service quality of academic libraries : a case study of NTU libraries 1 and 2. | Authors: | Tay, Joycelyn Kee Wah. | Keywords: | DRNTU::Library and information science::Libraries::Administration and management DRNTU::Library and information science::Libraries::Academic libraries |
Issue Date: | 2002 | Abstract: | A key measure of service quality is based on the disconfirmation theory, which measures the difference between perceived service level and expected service level. SERVQUAL, a measurement tool was developed and adapted for use in libraries. This study applied the SERVQUAL tool to identify service gaps in the NTU libraries. | URI: | http://hdl.handle.net/10356/1779 | Schools: | Wee Kim Wee School of Communication and Information | Rights: | Nanyang Technological University | Fulltext Permission: | restricted | Fulltext Availability: | With Fulltext |
| Appears in Collections: | WKWSCI Theses |
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| File | Description | Size | Format | |
|---|---|---|---|---|
| WKWSCI_THESES_419.pdf Restricted Access | 513.98 kB | Adobe PDF | View/Open |
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