Analysing the quality gap: Reflections on results from an australasian universitas 21 libraries standard survey of service quality

Australian Academic and Research Libraries

Volumn 32, Issue 2, 2001, Pages 93-109

  Trahn, Isabella ^a   Croud, Jennifer ^b   Kealy, Karen ^c   Hayward, John ^d  

^a UNIVERSITY OF NEW SOUTH WALES   (Australia)

^b UNIVERSITY OF QUEENSLAND   (Australia)

^c UNIVERSITY OF MELBOURNE   (Australia)

^d UNIVERSITY OF AUCKLAND   (New Zealand)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84903675044     PISSN: 00048623     EISSN: None     Source Type: Journal    
DOI: 10.1080/00048623.2001.10755149     Document Type: Article

References (9)

1. P Hernon D Nitecki and E Altman 'Service Quality and Customer Satisfaction: An Assessment and Future Directions' Journal of Academic Librarians hip vol 25 no 1 January 1999 pp 9-17
2. A Parasuraman, V Zeithaml and L Berry 'A Conceptual Model of Service Quality and Its Implications for Future Research' Journal of Marketing vol 70 no 3 Fall 1988 pp 210-230
3. C Cook, V Coleman and F Heath 'SERVQUAL: A Client Based Approach to Developing Performance Indicators' in Proceedings of the Third Northumberland International Conference on Performance Measurement in Libraries and Information Services Northumberland 27-31 August 1999 Newcastle-upon-Tyne Information North 2000 pp 211-218
4. S Andaleel and P Simmonds 'Explaining User Satisfaction with Academic Libraries: Strategic Implications' College & Research Libraries vol 59 March 1999 pp 156-157
5. P Calvert and P Hemon 'Surveying Service Quality within University Libraries' Journal of Academic Librarianship vol 23 no 5 September 1999 pp 408-415
6. C Cook and F Heath 'LibQUAL+: One Instrument in the New Measures Toolbox' ARL Bimonthly Report 212 http://www.arl.org/newsltr/211/Iibqualplus.html
7. P Tan and S Foo 'Service Quality Assessment: A Case Study of a Singapore Statutory Board Library' Singapore Journal of Library & Information Management vol 28 1999 pp 1-23
8. C Cook and F Heath 'The ARL "LibQUAL+" Pilot Project: An Update' ARL Bimonthly Report 211 at http://www.arl.org/newsltr/211/1ibqualplus.html
9. D Nitecki and P Hemon 'Measuring Service Quality and Yale University's Libraries' The Journal of Academic Librarianship vol 26 no 4 July 2000 pp 259-273