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Service quality in academic libraries
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Service quality in academic libraries (1996)Service quality in academic librariesThe role of quality factors in intention to continue using an e-learning system in Malaysia (2010)The role of quality factors i…EVALUATING USERS’ SATISFACTION ON ACADEMIC LIBRARY PERFORMANCE (2009)EVALUATING USERS’ SATISFACTIO…Evaluation Research: An Overview (2006)Evaluation Research: An Overv…CUSTOMER'S PERCEPTION OF SERVICE QUALITY IN LIBRARIES (2004)CUSTOMER'S PERCEPTION OF SERV…Creating a Culture of Assessment: A Catalyst for Organizational Change (2004)Creating a Culture of Assessm…Determining How Libraries and Librarians Help. (2003)Determining How Libraries and…Quality: new directions in the research (2002)Quality: new directions in th…How Different Are They? A Comparison By Academic Area Of Library Use, Priorities, and Information Needs at the University of Washington. (2002)How Different Are They? A Com…Service Quality: A Concept Not Fully Explored (2001)Service Quality: A Concept No…Perspectives on User Satisfaction Surveys (2001)Perspectives on User Satisfac…International Variations in Measuring Customer Expectations. (2001)International Variations in M…Reliability and validity of servqual scores used to evaluate perceptions of library service quality (2000)Reliability and validity of s…Bridging the great divide: Improving relations between librarians and classroom faculty (1999)Bridging the great divide: Im…Explaining User Satisfaction with Academic Libraries: Strategic Implications (1998)Explaining User Satisfaction …Adapting service quality concepts to academic libraries (1997)Adapting service quality conc…Methods for measuring service quality in University Libraries in New Zealand (1996)Methods for measuring service…Chinese Values and the Search for Culture-Free Dimensions of Culture (1987)Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Cultures and Organizations: Software of the Mind. (1993)Assessing international tourists' perceptions of service quality at Air Mauritius (2007)An epistemological critique of gap theory based library assessment: the case of SERVQUAL (2008)Market Orientation and Service Performance in Libraries: An Unexplored Relationship (2013)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Refinement and reassessment of the SERVQUAL scale. (1991)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Measuring service quality of a public university library in Bangladesh using SERVQUAL (2009)Service Quality and Customer Satisfaction in a Telecommunication Service Provider (2011)A pragmatic model of student satisfaction: a viewpoint of private higher education (2019)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Behavioral Consequences of Service Quality (1996)Measuring IS System Service Quality with SERVQUAL: Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions (2009)The University in Ruins (1997)Information Literacy Accreditation Mandates: What They Mean for Faculty and Librarians (2002)Information Literacy: How Do Librarians and Academics Work in Partnership to Deliver Effective Learning Programs? (2003)From Student to Scholar: The Academic Library and Social Sciences PhD Students’ Transformation (2009)Information Systems Success: The Quest for the Dependent Variable (1992)The DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)User Acceptance of Information Technology: Toward A Unified View1 (2003)System Characteristics, Satisfaction and E-Learning Usage: A Structural Equation Model (SEM) (2012)Making the most of information technology & systems usage: A literature review, framework and future research agenda (2015)Investigating the E-Learning Challenges Faced by Students during Covid-19 in Namibia (2020)Delivering quality service: balancing customer perceptions and expectations (1990)Changing the concept and measure of service quality in academic libraries (1996)Measuring e-Commerce effectiveness: a conceptual model (2003)Examining the Merits of Usefulness Versus Use in an Information Service Quality and Information System Success Web-Based Model (2008)Identifying service superiority, zone of tolerance and underlying dimensions (2011)Qualitative research and evaluation methods (1980)How to use qualitative methods in evaluation (1987)Methods for the Experimenting Society (1991)Qualitative Research and Evaluation Methods (3rd ed.) (2003)Culture of sensationalism and indigenous language press in Zimbabwe: implications on language development (2018)Evaluating the international dimension in an undergraduate curriculum by assessing students’ intercultural sensitivity (2018)The fifth discipline, the art and practice of the learning organization (1991)The balanced scorecard: Translating strategy into action (1997)Organisational culture, job satisfaction and higher education service quality (2009)Building and sustaining a culture of assessment: best practices for change leadership (2013)Change management through leadership: the mediating role of organizational culture (2017)Customer participation in service production and delivery. (1990)Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice (1994)Modelling influential factors on customer loyalty in public libraries: a study of West Iran (2015)Using SEM-PLS to assess users satisfaction of library service quality: evidence from Malaysia (2018)Achieving university libraries user loyalty through user satisfaction: the role of service quality (2020)Review of Psychometric theory (2nd ed.). (1979)Measuring Service Quality: A Reexamination and Extension (1992)Measuring service quality at yale university’s libraries (2000)Customer satisfaction in the restaurant industry: an examination of the transaction‐specific model (2006)
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  • 2004Creating a Culture of Assessment: A Catalyst for Organizational Change189 cited
  • 2000Reliability and validity of servqual scores used to evaluate perceptions of library service quality185 cited
  • 2001Perspectives on User Satisfaction Surveys145 cited
  • 2010The role of quality factors in intention to continue using an e-learning system in Malaysia132 cited
  • 2001Service Quality: A Concept Not Fully Explored118 cited
  • 1998Explaining User Satisfaction with Academic Libraries: Strategic Implications116 cited
  • 2006Evaluation Research: An Overview115 cited
  • 1999Bridging the great divide: Improving relations between librarians and classroom faculty109 cited
  • 2001International Variations in Measuring Customer Expectations.75 cited
  • 2009EVALUATING USERS’ SATISFACTION ON ACADEMIC LIBRARY PERFORMANCE67 cited
  • 1996Methods for measuring service quality in University Libraries in New Zealand62 cited
  • 2002Quality: new directions in the research60 cited
  • 2002How Different Are They? A Comparison By Academic Area Of Library Use, Priorities, and Information Needs at the University of Washington.55 cited
  • 1997Adapting service quality concepts to academic libraries

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55 cited
  • 2003Determining How Libraries and Librarians Help.50 cited
  • 2004CUSTOMER'S PERCEPTION OF SERVICE QUALITY IN LIBRARIES49 cited