@article{ART001003146},
author={Lee Too-Young and Heejeon Kim},
title={A Study on the evaluation of Service Quality in an Academic Library using SERVQUAL and SERVPERF},
journal={Journal of the Korean Society for Information Management},
issn={1013-0799},
year={2003},
volume={20},
number={2},
pages={73-92},
doi={10.3743/KOSIM.2003.20.2.073}
TY - JOUR
AU - Lee Too-Young
AU - Heejeon Kim
TI - A Study on the evaluation of Service Quality in an Academic Library using SERVQUAL and SERVPERF
JO - Journal of the Korean Society for Information Management
PY - 2003
VL - 20
IS - 2
PB - 한국정보관리학회
SP - 73
EP - 92
SN - 1013-0799
AB - Research papaers on the service quality, which began with the manufacturing industry in many Northern Europe at the end of 1970, have been found since the companies became much concerned about the level of services they offered. Libraries can not be an exception to this situation. It is absolutely necessary to find a way to develop a competitive strategy to offer a high level of services to those who use libraries. The purpose of study to evaluate the quality of library services by applying "SERVQUAL" and "SERVPERF" of evaluating service quality and to determine which of these 2 methods is better in terms of measuring library services. The study also investigated the relationship between the service quality and user satisfaction.
KW - SERVQUAL;SERVPERF;service quality;user safisfaction
DO - 10.3743/KOSIM.2003.20.2.073
ER -
Lee Too-Young and Heejeon Kim. (2003). A Study on the evaluation of Service Quality in an Academic Library using SERVQUAL and SERVPERF. Journal of the Korean Society for Information Management, 20(2), 73-92.
Lee Too-Young and Heejeon Kim. 2003, "A Study on the evaluation of Service Quality in an Academic Library using SERVQUAL and SERVPERF", Journal of the Korean Society for Information Management, vol.20, no.2 pp.73-92. Available from: doi:10.3743/KOSIM.2003.20.2.073
Lee Too-Young, Heejeon Kim "A Study on the evaluation of Service Quality in an Academic Library using SERVQUAL and SERVPERF" Journal of the Korean Society for Information Management 20.2 pp.73-92 (2003) : 73.
Lee Too-Young, Heejeon Kim. A Study on the evaluation of Service Quality in an Academic Library using SERVQUAL and SERVPERF. 2003; 20(2), 73-92. Available from: doi:10.3743/KOSIM.2003.20.2.073
Lee Too-Young and Heejeon Kim. "A Study on the evaluation of Service Quality in an Academic Library using SERVQUAL and SERVPERF" Journal of the Korean Society for Information Management 20, no.2 (2003) : 73-92.doi: 10.3743/KOSIM.2003.20.2.073
Lee Too-Young; Heejeon Kim. A Study on the evaluation of Service Quality in an Academic Library using SERVQUAL and SERVPERF. Journal of the Korean Society for Information Management, 20(2), 73-92. doi: 10.3743/KOSIM.2003.20.2.073
Lee Too-Young; Heejeon Kim. A Study on the evaluation of Service Quality in an Academic Library using SERVQUAL and SERVPERF. Journal of the Korean Society for Information Management. 2003; 20(2) 73-92. doi: 10.3743/KOSIM.2003.20.2.073
Lee Too-Young, Heejeon Kim. A Study on the evaluation of Service Quality in an Academic Library using SERVQUAL and SERVPERF. 2003; 20(2), 73-92. Available from: doi:10.3743/KOSIM.2003.20.2.073
Lee Too-Young and Heejeon Kim. "A Study on the evaluation of Service Quality in an Academic Library using SERVQUAL and SERVPERF" Journal of the Korean Society for Information Management 20, no.2 (2003) : 73-92.doi: 10.3743/KOSIM.2003.20.2.073
