Evaluation of service quality of academic libraries : a case study of NTU libraries 1 and 2.
A key measure of service quality is based on the disconfirmation theory, which measures the difference between perceived service level and expected service level. SERVQUAL, a measurement tool was developed and adapted for use in libraries. This study applied the SERVQUAL tool to identify service gap...
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| Format: | Thesis |
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2008
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| Online Access: | http://hdl.handle.net/10356/1779 |