Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/emerald-publishing/perceptions-of-quality-service-at-the-university-of-botswana-library-RBQU0Ryada
References (18)
-
T. Seay, S. Seaman, David Cohen (1996)
Measuring and Improving the Quality of Public Services: A Hybrid ApproachLibr. Trends, 44
-
10.1080/10572317.1996.10762398
-
V.A. Zeithaml
Understanding customer expectations of service -
R. Orr (1973)
MEASURING THE GOODNESS OF LIBRARY SERVICES: A GENERAL FRAMEWORK FOR CONSIDERING QUANTITATIVE MEASURESJournal of Documentation, 29
-
UBL Guide
-
A. Thapisa (1996)
Legislative Information Needs of Indigenous Parliamentarians in Botswana and Impact on Effective Decision MakingInternational Information & Library Review, 28
-
A. Parasuraman, V. Zeithaml, L. Berry (1988)
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing, 64
-
Lesley Munro‐Faure, Malcolm Munro‐Faure (1992)
Implementing Total Quality ManagementTotal Quality Management in Education
-
H.R Franklin
Customer service: the heart of a library -
B Armstrong
Libraries around Australia: introducing total quality management in Telecom’s National Resource Centre -
Christopher Millson-Martula, V. Menon (1995)
Customer Expectations: Concepts and Reality for Academic Library ServicesCollege & Research Libraries, 56
-
L. Cundari, K. Stutz (1995)
Enhancing library services: an exploration in meeting customer needs through total quality management.Special libraries, 86 3
-
V. Zeithaml, A. Parasuraman, L. Berry (1990)
Delivering quality service : balancing customer perceptions and expectations -
10.5860/crln.55.2.63
-
Tracey Bicknell (1994)
Focusing on Quality Reference Service.The Journal of Academic Librarianship, 20
-
T. Mackey, Kitty Mackey (1992)
Think Quality! The Deming Approach Does Work in Libraries.Library Journal, 117
-
S. Barnard (1993)
Implementing Total Quality Management:: A Model for Research LibrariesJournal of Library Administration, 18
-
B. Taylor
Customer satisfaction alone may soon not be enough
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 1999 MCB UP Ltd. All rights reserved.
- ISSN
- 0143-5124
- DOI
- 10.1108/01435129910285145
- Publisher site
- See Article on Publisher Site
Abstract
Reports a study to determine the perceptions of the clients of the University of Botswana Library as they relate to quality service, and how far the University Library has succeeded in delivering quality services. A questionnaire was used as the data‐gathering instrument and is appended to the paper.
Journal
Library Management – Emerald Publishing
Published: Nov 1, 1999
Keywords: Academic libraries; Quality management; Performance measurement; Botswana; Surveys