Measuring Service Quality In Academic Libraries - Kachoka, Naomi Dalitso
44,99 €
inkl. MwSt.
Versandkostenfrei*
Versandfertig in 6-10 Tagen
payback
22 °P sammeln
  • Broschiertes Buch

Various measurement models have been used to assess quality in library services. In order to assess the attitude of users, libraries have used user satisfaction and service quality surveys which use the Gap measurement model. The LibQUAL+(TM) instrument which was derived from the Gap theory of service quality and the SERVQUAL instrument are now being widely used. Inadequate funding which leads to inadequate resources in most developing countries contributes to the poor performance of services as observed in Malawi. The book explores how Chancellor College Library which is the largest academic…mehr

Andere Kunden interessierten sich auch für
Produktbeschreibung
Various measurement models have been used to assess quality in library services. In order to assess the attitude of users, libraries have used user satisfaction and service quality surveys which use the Gap measurement model. The LibQUAL+(TM) instrument which was derived from the Gap theory of service quality and the SERVQUAL instrument are now being widely used. Inadequate funding which leads to inadequate resources in most developing countries contributes to the poor performance of services as observed in Malawi. The book explores how Chancellor College Library which is the largest academic library in Malawi, failed to meet the minimum expectations of service quality of its users in all the three dimensions of service quality: effect of service, library as place and information control.
Autorenporträt
Naomi Kachoka is a Periodicals Librarian at Chancellor College, University of Malawi. She holds a Master of Information Studies and a Bachelor of Education degrees obtained at the University of KwaZulu-Natal,South Africa and University of Malawi, Malawi.