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Making sense of the quality maze: perspectives for public and academic libraries

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1996Using the balanced scorecard as a strategic management system5,014 cited
1986Servqual : a multiple-item scale for measuring customer perceptions of service quality1,857 cited
2001User perceptions of library effectiveness in Malaysian agricultural libraries46 cited
2003LibQUAL+TM: preliminary results from 200235 cited

Cited by

2008An epistemological critique of gap theory based library assessment: the case of SERVQUAL48 cited
2011A library management response model against the economic crisis19 cited
2019How good is our public library service? The evolution of a new quality standards framework for Scottish public libraries 2012–20177 cited
2012New challenges for the quality of librarian services delivery in Portugal5 cited
2025The Roles Academic Libraries Play in Facilitating Post Graduate Research: A case of the University of Zambia (UNZA), and the National Institute of Public Administration (NIPA) Master’s Students2 cited
2024A Meta-Analysis of Studies on Quality Assessment of Public Libraries Using the LibQUAL Model1 cited

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