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Changing the concept and measure of service quality in academic libraries

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1986Servqual : a multiple-item scale for measuring customer perceptions of service quality1,857 cited
1990Delivering Quality Service1,326 cited
1993Tracking the evolution of the services marketing literature977 cited
1994Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty Stores336 cited
1995Quality in information services: Do users and librarians differ in their expectations?74 cited
1992The Emperor's New Clothes? Problems of the User Survey as a Planning Tool in Academic Libraries29 cited
1988The Accuracy of Reference Service: Variables for Research and Implementation.26 cited

Cited by

1999Measuring service quality: current thinking and future requirements260 cited
2000Measuring service quality at yale university’s libraries198 cited

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2000Reliability and validity of servqual scores used to evaluate perceptions of library service quality185 cited

2001Perspectives on User Satisfaction Surveys145 cited

2009Measuring IS System Service Quality with SERVQUAL: Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions127 cited

2006A comparison of Magal's service quality instrument with SERVPERF119 cited

2001Service Quality: A Concept Not Fully Explored118 cited

2006Evaluation Research: An Overview115 cited

2009Measuring service quality of a public university library in Bangladesh using SERVQUAL104 cited

2004The dimensions that construct the evaluation of service quality in academic libraries81 cited

2012Modeling Web-based library service quality70 cited

2011The effect of multi-channel service quality on mobile customer loyalty in an online-and-mobile retail context68 cited

2006A Comparison of SERVQUAL and I-P Analysis: Measuring and Improving Service Quality in Egyptian Private Universities62 cited

2011Applying GRA and QFD to Improve Library Service Quality57 cited

1997Adapting service quality concepts to academic libraries55 cited

2003Complaining behavior of public library users in South Korea54 cited