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Peer reviewedColeman, Vicki; And Others – College & Research Libraries, 1997
Texas A&M University's Evans Library conducted a survey (SERVQUAL) to measure service quality in terms of tangibles (appearance of facilities, equipment, personnel, and communication materials), reliability, responsiveness, assurance, and empathy. Discrepancies between expectations and perceptions were found in reliability, responsiveness,…
Descriptors: Academic Libraries, Expectation, Higher Education, Institutional Evaluation
