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
Rights: NANYANG TECHNOLOGICAL UNIVERSITY
Fulltext Permission: restricted
Fulltext Availability: With Fulltext
Appears in Collections:SAS Theses

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