Service quality measurement : a case study
The service quality measurement instrument SERVQUAL has been widely used to measure the quality of service of an organisation. This study demonstrated the use of SERVQUAL to determine the service quality of a branch library along the five quality dimensions of tangibles, reliability, responsiveness,...
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| Format: | Thesis |
| Language: | English |
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2009
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| Online Access: | http://hdl.handle.net/10356/20438 |