Measuring service quality at yale university’s libraries
The Journal of Academic LibrarianshipPublished 1 July 2000
Danuta A. Nitecki, Peter Hernon
Citations196
SJR quartileQ1
SJR score0.97
SNIP1.63
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Abstract
This article examines a new approach to measuring service quality, one that produces findings useful for local planning and decision making. It also differentiates between service quality and satisfaction and points the direction for further research.
Keywords
Business, Management and Accounting
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