... of above 45 years old. The 23‐30 age group consists mainly of bachelor and masters students. © Emerald Group Publishing Limited 2013 Academic libraries Iran Customer services quality Expectation Perception Gap analysis model National Library of Iran Those organizations attempting...

... in a parallel way (shown in Section 5.4). Muhammad Jaber Hossain can be contacted at: jaberhdu@gmail.com © Emerald Group Publishing Limited 2012 Bangladesh University libraries User studies Customer services quality User satisfaction Perceived service quality Service gap analysis...

... Group Publishing Limited 2011 Customer services quality Information services Libraries LibQUAL is an assessment instrument developed by the Association of Research Libraries (in partnership with Texas A&M University Library) for measuring service quality as perceived by library...

... performance is a meaningful gauge of quality performance for library readers. Alia Arshad can be contacted at aliast2002@yahoo.co.in © Emerald Group Publishing Limited 2010 Customer services quality Academic libraries Perception User studies Pakistan The role of libraries has...

.... Later, Parasuraman et al. (1994) revised SERVQUAL which requires respondents to rate service items from three contexts: minimum service expectations, desired service expectations, and the perception of actual service performance. Customer services quality Academic libraries Gender...

... can be contacted at: reza_jamali1984@yahoo.com © Emerald Group Publishing Limited 2009 Academic libraries Customer services quality Fuzzy logic Gap analysis Services are the major differentiator and source of competitive advantage for natural growth in today's global economy...

... Publishing Limited 2008 Libraries Customer services quality Quality assessment Quality management Librarians and library patrons have always recognized that measures of library input metrics, such as collection counts, were limited indicators of library service quality. The library...

... in the “Information Control” dimension but less well in the “Affect of Service” dimension. Originality/value The paper shows that other libraries implementing LibQUAL+™ for the first time could benefit by focusing on the lessons Rhodes learnt during the survey implementation. Surveys Customer services quality...

... such critical aspects as: the relevancy and topicality of the library collection, the adequacy of the facilities to meet the user's requirements, and the quality of the library's human interface. Academic libraries Customer services quality Assessment Knowledge management Italy ISO 9000 series...

... services quality Academic libraries Strategic planning Customer satisfaction Surveys At first glance, the use of LibQual+TM at a small college library may conjure images of Gulliver in Lilliput. The giant of a system from which it sprang and primarily employed may seem to dwarf the needs...

... of libraries, and correlating with scores of customer satisfaction. © Emerald Group Publishing Limited 2006 Libraries Customer services quality Some libraries have adopted the matrix as an approach to assessing their readiness for evaluation, and ensuring the organisation develops...

... researches and the education of their students. © Emerald Group Publishing Limited 2005 Customer services quality Focus groups University libraries Japan United Kingdom Finland The purpose of this study is to clarify the indicators and measures that correspond to the dimensions...

... Group Publishing Limited 2004 Performance measures Customer services quality For closing the “market information gap” (Gap 1): Do you have any mechanisms in place for channelling feedback from front‐line staff for senior administrators? Do your senior administrators have...