Understanding ends and means -- A look in the library mirror -- "Your mission, should you choose to accept it..." -- Measuring and assessing the components of service quality -- What can go wrong with ...

MSRL copy Purchased from the C. Michael Gooden Endowment. Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service ...

Purpose: The five-dimension service quality (SERVQUAL) scale is one of the most common tools for evaluating gaps between clients’ perceptions and expectations. This study aimed to assess the quality ...