Service quality at University of Tehran Central Library
Service quality at University of Tehran Central Library
复制标题
德黑兰大学中央图书馆的服务质量
DOI：
10.1108/01435120810894563
复制
发表时间：
2008
期刊：
影响因子：
--
通讯作者：
M. Nejati
中科院分区：
文献类型：
--
作者：
M. Nejati;M. Nejati
目的——本文的目的是从德黑兰大学中央图书馆用户的角度调查服务质量方面的重要性。它还旨在衡量图书馆通过提供良好和可靠的服务来满足用户需求的成功程度。设计/方法/途径——该研究是在图书馆用户中进行的。为了实现研究目标，使用了 SERVPERF 方法。通过包含结构化问题的调查问卷收集信息。所有封闭式问题均旨在引出李克特五点量表的回答，以衡量受访者的满意度和对服务质量的看法。调查结果 – 结果表明，尽管德黑兰大学中央图书馆实施了多项改进其服务的计划，但由于缺乏确定客户想法中服务质量最重要的方面，为提供客户满意度所做的努力在很大程度上失败了......
Purpose – The purpose of this paper is to investigate the importance of service quality aspects from the perspective of University of Tehran Central Library users. It also aims to measure how successful the library has been in meeting users' needs by providing good and reliable services.Design/methodology/approach – The research was conducted among library users. In order to meet the objectives of the study, SERVPERF methodology was used. Information was gathered via questionnaires which consisted of structured questions. All the closed ended questions were designed to elicit responses on a five‐point Likert scale to measure both respondent satisfaction and perception of service quality.Findings – The results show that, although University of Tehran Central Library has conducted several programs for improving its services, because of the lack of identifying the most important aspects of service quality in their customers' ideas, the efforts for providing customer satisfaction has failed to a great extent....
影响因子：
12.9
作者：
J. Cronin;Steven A. Taylor
通讯作者：
J. Cronin;Steven A. Taylor