Students perceptions of service quality at University of Chester Seaborne Library

Hdl Handle:
http://hdl.handle.net/10034/100056
Title:
Students perceptions of service quality at University of Chester Seaborne Library
Authors:
Velayudhan, Satish
Abstract:
Delivering high levels of service is becoming increasingly important in a number of settings, particularly if an organisation is facing increased competition. This report examines the issue of how service quality can be assessed and delivered within the context of a library setting. It achieves this by examining the literature regarding service quality measurement and delivery. It then implements a modified version of the SERVQUAL / libQUAL+ instrument in order to identify the levels of service quality being delivered in specific library - the University of Chester Seaborne library. From this, conclusions are made regarding the suitability of the modified instrument for service quality measurement, and the particular service issues that University of Chester Seaborne library faces. The report concludes by making recommendations for service improvement, based on the findings of the literature review.
Advisors:
Webb, Paul
Publisher:
University of Chester
Publication Date:
Nov-2009
URI:
http://hdl.handle.net/10034/100056
Type:
Thesis or dissertation
Language:
en
Appears in Collections:
Masters Dissertations

Full metadata record

DC FieldValue Language
dc.contributor.advisorWebb, Paulen
dc.contributor.authorVelayudhan, Satishen
dc.date.accessioned2010-06-01T08:53:31Z-
dc.date.available2010-06-01T08:53:31Z-
dc.date.issued2009-11-
dc.identifier.urihttp://hdl.handle.net/10034/100056-
dc.description.abstractDelivering high levels of service is becoming increasingly important in a number of settings, particularly if an organisation is facing increased competition. This report examines the issue of how service quality can be assessed and delivered within the context of a library setting. It achieves this by examining the literature regarding service quality measurement and delivery. It then implements a modified version of the SERVQUAL / libQUAL+ instrument in order to identify the levels of service quality being delivered in specific library - the University of Chester Seaborne library. From this, conclusions are made regarding the suitability of the modified instrument for service quality measurement, and the particular service issues that University of Chester Seaborne library faces. The report concludes by making recommendations for service improvement, based on the findings of the literature review.en
dc.language.isoenen
dc.publisherUniversity of Chesteren
dc.subjectUniversity of Chesteren
dc.subjectlibrary servicesen
dc.subjectservice qualityen
dc.titleStudents perceptions of service quality at University of Chester Seaborne Libraryen
dc.typeThesis or dissertationen
dc.type.qualificationnameMBAen
dc.type.qualificationlevelMasters Degreeen
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