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ArticleQuality: new directions in the research

Peter Hernon2002

Article2002

Quality: new directions in the research

60 citations·0/0 files stored·The Journal of Academic Librarianship

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

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1992Measuring Service Quality: A Reexamination and Extension 1993The Antecedents and Consequences of Customer Satisfaction for Firms 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden 1991Refinement and reassessment of the SERVQUAL scale.1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden

Cited by

2012Understanding perceived service quality and satisfaction 2015Modelling influential factors on customer loyalty in public libraries: a study of West Iran 2019Users' Satisfaction with Information Resources and Services: A Survey of GC University Library Lahore 2012The relationship between academic library usage and perceived personal performance in Kuwait 2013The effective use of electronic information services (EIS) in Greek higher education and their relationship to current Greek educational practice

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Year2002

Typearticle

Published2002-07-01

VenueThe Journal of Academic Librarianship

ISSN-L0099-1333

Languageen

Citations60

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0099-1333(02)00286-0

openalex_workW2016379627

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