Servqual - PowerPoint PPT Presentation

Service Delivery in Academic/ Tertiary Libraries

Service Delivery in Academic/ Tertiary Libraries. Improving Quality over Time. The institution and the communities served in the life of the library The library and academic departments and programs in the life of the institution.

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690 views • 43 slides

The Basis of the Servqual Model

The Basis of the Servqual Model. The Gaps The Key Service Dimensions Causes &amp; Solutions to Gaps. The Make-up of Servqual. GAPS. P-E SCORES. QUESTIONNAIRES. DIMENSIONS. WEIGHTINGS. What are the Servqual Gaps?.

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2.6k views • 18 slides

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