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Assessment of Customer Service in Academic Health Care Libraries (ACSAHL): an instrument for measuring customer service.

Assessment of Customer Service in Academic Health Care Libraries (ACSAHL): an instrument for... In a pilot study, the library had good results using SERVQUAL, a respected and often-used instrument for measuring customer satisfaction. The SERVQUAL instrument itself, however, received some serious and well-founded criticism from the respondents to our survey. The purpose of this study was to test the comparability of the results of SERVQUAL with a revised and shortened instrument modeled on SERVQUAL. The revised instrument, the Assessment of Customer Service in Academic Health Care Libraries (ACSAHL), was designed to better assess customer service in academic health care libraries. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Bulletin of the Medical Library Association Pubmed

Assessment of Customer Service in Academic Health Care Libraries (ACSAHL): an instrument for measuring customer service.

Bulletin of the Medical Library Association , Volume 89 (2): -163 – Sep 20, 2001

Assessment of Customer Service in Academic Health Care Libraries (ACSAHL): an instrument for measuring customer service.


Abstract

In a pilot study, the library had good results using SERVQUAL, a respected and often-used instrument for measuring customer satisfaction. The SERVQUAL instrument itself, however, received some serious and well-founded criticism from the respondents to our survey. The purpose of this study was to test the comparability of the results of SERVQUAL with a revised and shortened instrument modeled on SERVQUAL. The revised instrument, the Assessment of Customer Service in Academic Health Care Libraries (ACSAHL), was designed to better assess customer service in academic health care libraries.

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ISSN
0025-7338
pmid
11337948

Abstract

In a pilot study, the library had good results using SERVQUAL, a respected and often-used instrument for measuring customer satisfaction. The SERVQUAL instrument itself, however, received some serious and well-founded criticism from the respondents to our survey. The purpose of this study was to test the comparability of the results of SERVQUAL with a revised and shortened instrument modeled on SERVQUAL. The revised instrument, the Assessment of Customer Service in Academic Health Care Libraries (ACSAHL), was designed to better assess customer service in academic health care libraries.

Journal

Bulletin of the Medical Library AssociationPubmed

Published: Sep 20, 2001

There are no references for this article.