Measuring service quality at yale university’s libraries

Nitecki, Danuta A.; Hernon, Peter

doi:10.1016/s0099-1333(00)00117-8

Cited by 143 publications

(82 citation statements)

References 9 publications

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“…So, service quality is the difference between customers' expectation and perceptions of services delivered by service firms. Nitecki, Hernon (2000) defined service quality in terms of "meeting or exceeding custo mer expectations, or as the difference between customer perceptions and expectations of service". In addition, one of important definitions is that the quality of service as perceived by customer is the result of an evaluation process in which they compare their perspective of service outcome against what they expected (Gronroos 2007).…”

Section: Service Quality and Customer Satisfactionmentioning

confidence: 99%

Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam

Phan¹,

Nham²

2015

Business: Theory and Practice

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Abstract. One of key challenge for Vietnamese commercial banks is how to compete in the market place with commonly undif ferentiated services. The aim of this study is to investigate the impact of service quality performance on customer satisfaction on ATM service in a commercial bank in Vietnam. This study applies SERVPERF framework to analyze the data collected from a ques tionnaire survey and found that ASSURANCE and TANGIBLES factors significantly impact on the customer satisfaction.

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Section: Service Quality and Customer Satisfactionmentioning

confidence: 99%

Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam

Phan¹,

Nham²

2015

Business: Theory and Practice

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“…As a result, they concluded that responsive, empathy, and assurance dimensions overlapped in this particular service domain. Nitecki and Hernon (2000) used SERVQUAL to assess library services at Yale University and found that among the five dimensions of SERVQUAL, respondents consid-ered reliability the most important and empathy least important among the five quality dimensions (Landrum, Prybutok, Kappelman, & Zhang, 2008).…”

Section: Service Qualitymentioning

confidence: 99%

Measuring IS System Service Quality with SERVQUAL: Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions

Landrum¹,

Prybutok

Zhang³

et al. 2009

InformingSciJ

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Using a library information system in an engineering research environment, this paper investigates the service quality perceptions of professional information system users. This paper also examines the relationship between the relative importance allocated by the system's users to each of the five SERVPERF dimensions (dimensions that are shared with the SERVQUAL instrument) as measured by the points allocated to that dimension and the ratings provided for the individual items of the dimension. Findings suggest that users rate system responsiveness and reliability above other service quality dimensions. Moderating influences in SERVPERF include gender and pressure to perform. We conclude that (1) companies that provide client services and (2) designers of information systems that interface with users should emphasize responsiveness and reliability; in cases of limited user resources, responsiveness and reliability should be emphasized over other SERVPERF performance dimensions. We also conclude that the use of SERV-PERF is nuanced and that moderating influences may affect measurement results.

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“…3 Four dimensions of user satisfaction have been identified by the LibQUAL+™ study, yet the relative influence of these four dimensions on overall satisfaction measures has not been studied in depth. These four dimensions are access to information, affect of service, library as a place, and personal control.…”

Section: Literature Reviewmentioning

confidence: 99%

Relative Influence of the LibQUAL+™ Dimensions on Satisfaction: A Subgroup Analysis

Heinrichs¹,

Sharkey²,

Lim³

2005

CRL

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This research study investigates the influence of the identified LibQUAL+™ dimensions on various aspects of the user's satisfaction with the Academic Library at Wayne State University. Multivariate regression analysis results show statistically significant impact of LibQUAL+™ dimensions on user satisfaction. Moderated regression analysis results show the moderating impact of various demographic variables on the relationships between LibQUAL+™ dimensions and user satisfaction. The results of this research can be used to alter resource allocation expenditures to improve user satisfaction.

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Measuring service quality at yale university’s libraries

Cited by 143 publications

References 9 publications

Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam

Impact of service quality on customer satisfaction of automated teller machine service: case study of a private commercial joint stock bank in Vietnam

Measuring IS System Service Quality with SERVQUAL: Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions

Relative Influence of the LibQUAL+™ Dimensions on Satisfaction: A Subgroup Analysis

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