An instrument for measuring service quality was developed in Singapore's polytechnic libraries, based on previous work done in New Zealand. Focus groups of academic librarians reported on their understanding of service quality. Contrasts between the two instruments are examined. The time lapse between the projects accounts for some variation. A…

The research project described in this paper was conducted for three purposes: (1) to identify the program evaluation needs of secondary vocational educators in Wisconsin; (2) to identify those components of the state's previous evaluation system that educators wanted to keep; and (3) to develop a conceptual framework for revising Wisconsin's…