文章基本信息

标题：Measuring the quality of service: a case of Chancellor College Library, University of Malawi
其他标题：Measuring the quality of service: a case of Chancellor College Library, University of Malawi
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作者：Naomi Kachoka ; Ruth Hoskins
期刊名称：South African Journal of Libraries and Information Science
印刷版ISSN：0256-8861
电子版ISSN：2304-8263
出版年度：2009
卷号：75
期号：2
页码：170-178
DOI：10.7553/75-2-97
出版社：Stellenbosch University
摘要：This paper discusses the perceptions and expectations of undergraduate students of the quality of service at Chancellor College Library, University of Malawi. A LibQUAL instrument was used to assess the students perceptions and expectations of the quality of service. The minimum expectation of service that the students would accept was also examined. Using a self-administered questionnaire and an interview schedule it was found that Chancellor College Library did not perform well in all the LibQUAL dimensions of service quality namely: affect of service, library as place and information control. Undergraduate students of the Chancellor College had higher expectations of service quality than the perceived quality of service both for desired expectations and minimum expectations leading to negative adequacy and superiority gaps.
关键词：Library service quality; library assessment; LibQUAL ™; Quality management in libraries; university libraries
其他关键词：Library service quality;library assessment;Quality management in libraries;university libraries