Service quality in academic libraries

Peter Hernon · Ellen Altman

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Library Science and Information Literacy Customer Service Quality and Loyalty Web and Library Services

Abstract

List of Figures List of Tables Preface Acknowledgments The Customer is Key. Evaluation. Service Quality as Reflected in the Literature Application of Service Quality to Academic Libraries. Surveying Customers Creating a Service Quality Information System Looking at Service Quality in Your Library A Critical Leadership Role Service Quality: A Critical Issue Confronting Higher Education Appendix A: Service Quality for Library Users: A Survey Instrument Appendix B: Library Customer Survey Appendix C: Participants to Phase One Bibliography Author Index Subject Index.

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2004Creating a Culture of Assessment: A Catalyst for Organizational Change 2000Reliability and validity of servqual scores used to evaluate perceptions of library service quality 2001Perspectives on User Satisfaction Surveys 2010The role of quality factors in intention to continue using an e-learning system in Malaysia 2001Service Quality: A Concept Not Fully Explored 1998Explaining User Satisfaction with Academic Libraries: Strategic Implications 2006Evaluation Research: An Overview 1999Bridging the great divide: Improving relations between librarians and classroom faculty

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