Please use this identifier to cite or link to this item:
https://hdl.handle.net/10356/20438| Title: | Service quality measurement : a case study | Authors: | Chia, Yew Boon. | Keywords: | DRNTU::Library and information science::Libraries::Administration and management | Issue Date: | 1997 | Abstract: | The service quality measurement instrument SERVQUAL has been widely used to measure the quality of service of an organisation. This study demonstrated the use of SERVQUAL to determine the service quality of a branch library along the five quality dimensions of tangibles, reliability, responsiveness, assurance and empathy. The SERVQUAL scores obtained were analysed and compared against that of two other libraries. The results revealed that the library failed to meet customers' expectations for all the five service dimensions. | URI: | http://hdl.handle.net/10356/20438 | Schools: | School of Applied Science | Rights: | NANYANG TECHNOLOGICAL UNIVERSITY | Fulltext Permission: | restricted | Fulltext Availability: | With Fulltext |
| Appears in Collections: | SAS Theses |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| SAS_THESES_20.pdf Restricted Access | 6.85 MB | Adobe PDF | View/Open |
Page view(s) 50
664
Updated on May 7, 2025
Download(s)
10
Updated on May 7, 2025
Google ScholarTM
Check
Items in DR-NTU are protected by copyright, with all rights reserved, unless otherwise indicated.