頁籤選單縮合
| 題 名 | An Investigation into the Determinants of Service Quality in University Academic Libraries of Sri Lanka: A Mini Survey for Measuring User Perception of Service Quality |
|---|---|
| 作 者 | Jayasundara,Chaminda Chiran; | 書刊名 | 教育資料與圖書館學 |
| 卷 期 | 38:4 2001.06[民90.06] |
| 頁 次 | 頁374-384 |
| 分類號 | 023.6 |
| 關鍵詞 | Service quality; Academic libraries; User satisfaction; Service marketing; Sri Lanka; |
| 語 文 | 英文(English) |
| 英文摘要 | The purposes of this study were to determine the importance of criteria identified by Perasurarnan, Zeithmal and Berry, which can be used to assess service quality in service organizations, and to determine the degree of satisfaction towards service quality in selected academic libraries in the universities of Sri Lanka. Careful inspection of tabulated data on the usefulness of determinants of service quality in academic library sector; eight determinants have been placed by the respondents as important criteria to be assessed service quality in academic libraries. As noted in the data on the degree of satisfaction, respondents those in the selected universities were satisfied with the determinants of reliability, courtesy, competence and tangible, and not satisfied with responsiveness, communication and access. This suggest that the librarians especially those in university libraries need to put more emphasis on service quality rather than just focusing on high quality tangible facilities. |
本系統中英文摘要資訊取自各篇刊載內容。