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Download full textCook, Colleen; Thompson, Bruce – 2000
The SERVQUAL measure was developed by A. Parasuraman, L. Berry, and V. Zeithaml (1988) to measure perceptions of service quality, originally in the retailing sector. However, libraries and other educational institutions are also service providers. Librarians in particular have increasingly become interested in measuring quality of service as the…
Descriptors: Evaluation Methods, Factor Analysis, Library Services, Measurement Techniques
