Toward a TQM Paradigm: Using SERVQUAL to Measure Library Service Quality | Zendy

Vicki Coleman | Zendy; Daniel Xiao | Zendy; Linda Bair | Zendy; Bill Chollett | Zendy

AI Assistant Blog Pricing

Home ZAIA Blog

Open Access

Toward a TQM Paradigm: Using SERVQUAL to Measure Library Service Quality

Author(s) -

Vicki Coleman,

Daniel Xiao,

Linda Bair,

Bill Chollett

Publication year - 1997

Publication title -

college and research libraries

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 1.886

H-Index - 52

eISSN - 2150-6701

pISSN - 0010-0870

DOI - 10.5860/crl.58.3.237

Subject(s) - servqual , service quality , reliability (semiconductor) , measure (data warehouse) , service (business) , quality (philosophy) , computer science , empathy , psychology , marketing , business , data mining , social psychology , power (physics) , philosophy , physics , epistemology , quantum mechanics

This study provides the results of a survey conducted in the fall of 1994 by the Sterling C. Evans Library to measure service quality. This general user survey provided feedback from customers on their minimum, perceived, and desired levels of service from an academic library. The devised measuring instrument is based on SERVQUAL, a service quality survey created by Leonard L. Berry, A. Parasuraman, and Valarie A. Zeithaml. The SERVQUAL survey is designed to measure service quality in five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Survey results showed a discrepancy in the quality of the services provided by the library and those desired by its customers.

The content you want is available to Zendy users.

Already have an account? Click here to sign in.

Having issues? You can contact us here

Accelerating Research