Assessment of Customer Service in Academic Health Care Libraries (ACSAHL): an instrument for measuring customer service

Objectives: In a pilot study, the library had good results using SERVQUAL, a respected and often-used instrument for measuring customer satisfaction. The SERVQUAL instrument itself, however, received some serious and well-founded criticism from the respondents to our survey. The purpose of this stud...

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Main Authors: Crossno, Jon E., Berkins, Brenda, Gotcher, Nancy, Hill, Judith L., McConoughey, Michelle, Walters, Mitchel
Format: Artigo
Jezik:Inglês
Izdano: Medical Library Association 2001
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Articles
Online dostop:https://ncbi.nlm.nih.gov/pmc/articles/PMC31724/
https://ncbi.nlm.nih.gov/pubmed/11337948
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