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Peer reviewedNitecki, Danuta A. – Journal of Academic Librarianship, 1996
The diagnostic instrument SERVQUAL has been developed to measure customer expectations and perceptions of service. This article describes a study that investigated how applicable SERVQUAL is to academic libraries and how influential the study's findings might be in changing concepts of the management of academic library services. Two SERVQUAL…
Descriptors: Academic Libraries, Attitude Measures, Change Agents, Data Analysis
Download full textLong, Sandi – 1996
This annual report of public library services is part of "The Upgrade Process," a tool for Utah's public librarians and library trustees to use as they work to improve the quality and effectiveness of public library service. The process has three major components: public library service standards; a flexible planning process for public…
Descriptors: Efficiency, Librarians, Library Acquisition, Library Administration
