Measuring Service Quality with Servqual
Sajna, K. P., Mohamed Haneefa, K.
Journal of Information Technology Review, Vol. 10, No. 1, 2019.
DOI: https://doi.org/10.6025/jitr/2019/10/1/1-6
Link: http://www.dline.info/jitr/fulltext/v10n1/jitrv10n1_1.pdf
Abstract:
This paper explores the concept of service quality and SERVQUAL as a tool for measuring service quality. It analyses the significance of measuring service quality in libraries and development of SERVQUAL scale for measuring service quality of libraries. It also pointed out the dimensions of SERVQUAL such as; Reliability, Tangibles, Responsiveness, Assurance and Empathy. The paper provides useful insight for service quality measurement in libraries.