EVALUATION OF PRODUCTS AND SERVICES OF A NURSING LIBRARY:
USER SATISFACTION1
Sheila Kátia Cozin2
Ruth Natalia Teresa Turrini3
Cozin SK, Turrini RNT. Evaluation of products and services of a nursing library: user satisfaction. Rev Latino-am
Enfermagem 2008 julho-agosto; 16(4):758-64.
The goal of the study was to evaluate the quality of the services provided by the library at the Nursing School
of the University of São Paulo. A questionnaire evaluating users’ satisfaction with the service was employed,
covering five quality components: tangibles, reliability, responsiveness, assurance and empathy. The Satisfaction
Rate was calculated through the degree of importance in relation to satisfaction. The analysis of the openended
answers was quanti-qualitative. For Reliability and Empathy, the users showed dissatisfaction with the
training for bibliographic research and the librarian’s willingness to meet the clients’ information needs,
respectively. Responsiveness did not fully satisfy the users, disagreeing with the providers. However, both
agreed that the archives are outdated. Among the tangible aspects, equipment and noise were criticized most
often. The results show that the library offers good service quality to its users.
DESCRIPTORS: libraries, nursing; library materials; consumer satisfaction; nursing
EVALUACIÓN DE LOS PRODUCTOS Y SERVICIOS EN UNA BIBLIOTECA DE ENFERMERÍA:
SATISFACCIÓN DEL USUARIO
El estudio tuvo por objetivo evaluar la calidad de la atención en la biblioteca de la Escuela de Enfermería de la
Universidad de São Paulo. Se utilizó un cuestionario que evalúa la satisfacción del usuario a través de cinco
componentes de calidad: tangible, confiable, receptivo, seguridad y empatía. La Tasa de Satisfacción se calculó
mediante la razón entre el grado de importancia y satisfacción. El análisis de las preguntas abiertas fue cuanticualitativo.
En Confiabilidad y Empatía, los usuarios se mostraron insatisfechos con los entrenamientos para
búsqueda bibliográfica y sobre el empeño del empleado para atender las necesidades de los clientes. Los
usuarios no estuvieron plenamente satisfechos con la receptividad, sin embargo ambos concordaron que la
bibliografía estaba desactualizada. Dentro de los aspectos tangibles, los equipos y el ruido fueron los más
criticados. Los resultados demostraron que la biblioteca ofrece servicio de calidad a sus usuarios.
DESCRIPTORES: bibliotecas de enfermería; materiales bibliográficos; satisfacción de los consumidores;
enfermería
AVALIAÇÃO DOS PRODUTOS E SERVIÇOS DE UMA BIBLIOTECA DE ENFERMAGEM:
SATISFAÇÃO DO USUÁRIO
O estudo teve por objetivo avaliar a qualidade do atendimento da biblioteca da Escola de Enfermagem da
Universidade de São Paulo. Utilizou-se questionário que avalia a satisfação do usuário com o serviço através
de cinco componentes da qualidade: tangibilidade, confiabilidade, receptividade, segurança e empatia. A taxa
de satisfação foi calculada pela razão entre grau de importância e de satisfação. A análise das perguntas
abertas foi quanti-qualitativa. Em confiabilidade e empatia, os usuários mostraram-se insatisfeitos quanto aos
treinamentos de busca bibliográfica e ao empenho do funcionário da biblioteca em atender as necessidades de
informação dos clientes, respectivamente. A receptividade não satisfez os usuários plenamente, discordando
dos prestadores, porém, ambos concordam que o acervo está desatualizado. Equipamentos e ruídos foram,
dentre os aspectos tangíveis, os mais criticados. Os resultados evidenciaram que a biblioteca oferece serviço
de qualidade aos seus usuários.
DESCRITORES: bibliotecas de enfermagem; acervo de biblioteca; satisfação dos consumidores; enfermagem
1 Article taken from scientific initiation study, funded by the São Paulo State Research Support Foundation, FAPESP, Brazil, nº 04/06549-5. Honorable Mention
at 13th SIICUSP; 2 Master´s student, e-mail: sheilakatia@hotmail.com; 3 Ph.D. in Public Health, Faculty, e-mail: rturrini@usp.br. University São Paulo School
of Nursing, Brazil.
Disponible en castellano/Disponível em língua portuguesa
SciELO Brasil www.scielo.br/rlae
Artigo Original
Rev Latino-am Enfermagem 2008 julho-agosto; 16(4):758-64
www.eerp.usp.br/rlae
759
INTRODUCTION
The increasing search for high-quality
service pushes companies to improve their work
methods in order to valuate their products in order to
grant them a better image in the market. Information
services, including libraries, are examples of a market
with a high rotation of users and data, which need to
renew regularly in order to be up-to-date with
technological advances, and also to satisfy their clients.
Since “service is an act or performance that
benefits clients through a desired change in – or on
behalf of – the service receiver”(1), the focus of the
renewal of libraries are the users, represented by
their opinion about the service provided, from the
availability of information in the various databases to
the performance of the professional providing services
there. At university libraries, concerns about quality
are even higher, because the users need the information
for their educational, research and extension
processes. The constant evaluation of the service is
indispensable to adapt and update the products and
services at the speed demanded by the clients.
For an effective response to the demands and
specificities of the community libraries’ management
and work practices should be reorganized(2), with the
indispensable creation and application of quality
indicators according to the profile of the users and
their expectations about the service and products
offered(3).
The clients’ expectations are the true
standards to evaluate the quality of the service(4). The
results obtained by two researchers(4) showed that
the clients evaluated the quality of the service by
comparing what they expect with what they receive.
The clients’ expectations of the services can be
differentiated in two levels: a desired level, reflecting
the service the client expects to receive (the relation
of what can be with what should be), and an adequate
level, which points to what the client considers
acceptable. When there is a small or inexistent
discrepancy between these levels, service
performance is satisfactory.
In the past years, the Integrated Library
System of the University of São Paulo (SIBi/USP) has
striven for quality through constant technological
renewal. In 2001, the first strategic planning for the
implementation of a new management model for the
SIBi/USP was presented, the Quality Assessment
Program (PAQ), whose objective was to develop a
continuous methodology to evaluate the quality of
products and services offered to SIBi/USP clients(5).
Therefore, people responsible for the PAQ created
an instrument based on a model used for the
evaluation of service quality, the SERVQUAL(6).
SERVQUAL is a scale that measures the
consumers’ perception about the quality of services
in five Gaps (Figure 1), which show the criteria
considered by the consumers in their final judgment
about the quality of services, making it easier for
service managers to understand the problems that
may possibly hinder the full satisfaction of the clients.
The analysis of the consumers’ answers allowed the
researchers(7) to identify dimensions of satisfaction:
Responsiveness (willingness to help the clients and
provide service quickly); Assurance (the knowledge
and courtesy of the employees, and their ability to
convey trust and responsibility); Tangibles
(appearance of the physical facilities and personnel);
Reliability (ability to perform the service accurately,
according to what was promised) and Empathy
(individual attention given to clients).
Gap 2 Gap between the
provision of service
and the external
communications
with the clients.
Gap between the
service specifications
and provision of
service
Gap between the
perceptions of
management and the
service specifications
Gap between the
expected service and
received service
Gap between the
consumer’s
expectations and
management’s
expectations
Word of mouth
Communications
Service
specifications
External
communication
to consumers
Personal
needs
Past
experiences
Management
Perceptions of
consumer
expectations
Service
Delivery
Expected
service
Perceived
service
Gap 3
Gap 5
Client
Service provider
Gap 4
Gap 1
Source: Parasuraman A, Zeithaml V, Berry LL. A conceptual model of service quality and its
implications for future research. J Marketing. 1985;49:41-50. (Reprinted with the authorization of
Journal of Marketing, published by the American Marketing Association)
Figure 1 – A model proposed to represent the gaps in
the client-company relationship
The use of this scale in the evaluation of
library services first happened in a study(8) that
generated the paper Service Quality in Academic
Libraries, and provided suggestions for the evaluation
of library services, especially in the academic
community.
The evaluation of the services provided by
the library permits a review of service goals, how it
works and the management model, pushing the
evolution process of self-criticism and promoting, with
its results, the solution of the problems identified in
the institution through the testimonies of all those
involved in the evaluation process.
Rev Latino-am Enfermagem 2008 julho-agosto; 16(4):758-64
www.eerp.usp.br/rlae
Evaluation of products and services…
Cozin SK, Turrini RNT.
760
MATERIAL AND METHOD
This is a cross-sectional, descriptive study.
The project was approved by the Ethics Committee
at the University of São Paulo School of Nursing (EE/
USP) and the Research Commission of the EE/USP.
The study population consisted of internal
users (faculty, graduate and undergraduate students,
specialization students and assorted EE/USP
employees) and external users (faculty, graduate
students, specialization students, students from other
schools, healthcare professionals, among others) of
the Wanda de Aguiar Horta library at EE/USP. A
proportional random sample was extracted from the
faculty, undergraduate students and stricto sensu
graduate students of the EE/USP, in order to guarantee
that the smallest category would include at least 30
subjects. Therefore, the final sample was composed
of 31 faculty, 82 graduate students and 127
undergraduate students. The amount of 30 individuals
was intentionally set for the following categories:
specialization students, EE/USP employees and
external users. Ten library employees present at the
time of data collection also received the
questionnaires. Collection started in December, 2004
and ended in May, 2005.
Two hundred thirty-two questionnaires were
answered, 129 from undergraduate students, 26 from
faculty, 31 from graduate students (stricto sensu), 12
from specialization students, 19 from EEUSP
employees and 15 from external users, which
represented 70.3% of the initially determined sample,
excluding the library employees.
The questionnaire used for data collection
was elaborated from a pre-existent questionnaire used
by SIBi/USP in its PAQ. This instrument consisted of
Likert-style questions covering the five dimensions
of quality: tangibles (physical presentation of the
environment (T1), equipment (T2), communication
material (T3)), reliability (employees that inspire trust
(C1), security and reliability of the information
provided (C2), security and reliability in training for
information access (C3), reliable orientation about the
selection of information sources (C4), reliable
information on the library website (C5)),
responsiveness (providing services within the
promised time frame (R1), quickness in the lending
service (R2), flexibility in the lending process among
the USP libraries (R3), quickness in the reprographic
service (R4), provision of copies of documents from
other libraries (commuting) within an acceptable time
frame (R5), quickness/agility in the acquisition of
books, journals and other publications (R6), updated
archives (R7), efficiency in the safekeeping of material
and organization of the archives (R8), provision of
online services (R9), adequate working hours (R10)),
assurance (employees that were qualified to answer
questions (A1), accessible and polite employees (A2),
employees that know how to use the electronic
information sources (A3), skillful use of equipment
(A4)) and empathy (attentive service (E1), efforts to
see to the information needs (E2), individual attention
(E3), ease of communication with the employee (E4),
employee’s attitude (E5)), evaluated according to the
Degree of Importance and the Degree of Satisfaction.
Since the instrument was also applied to the
library employees (providers), the results obtained
from Gap f, named as such by the authors of this
project, could be associated to represent the service
providers’ perception about their own performance,
understanding that the Degree of Importance these
employees attributed to the service would represent
what they consider important as the service standards
and that the Degree of Satisfaction would represent
their performance as providers.
Open-ended questions were included in the
questionnaire to validate the respondents’ opinion in
relation to five pre-conceived dimensions of quality
and the need to apprehend specific information about
the library.
Satisfaction of the client and the service
provider was calculated as indicated by the authors
responsible for the scale(4):
Relative satisfaction rate (TSR) = (Value
attributed to satisfaction ¸ Value attributed to
importance) × 100.
The difference of the TSR obtained for the user
up to full satisfaction (100% - TSR) corresponds to Gap
5, and the difference of the TSR obtained for the service
provider up to full satisfaction (100%) corresponds to
Gap f. Both gaps can be positive values (the service does
not fully satisfy the expectations), equal to 100% (the
service satisfies the expectations) or negative (satisfaction
with the service is higher than expected).
For the TSR analysis, the use of medians was
chosen, so that the central measurement would not
be strongly influenced by extreme values, and
because the satisfaction of some users was higher
than their expectations, which could offset the
satisfaction average. Intergroup comparison was
done with the variance analysis test, and a significance
level of 5% was adopted. For the analysis of the openended
questions, the central theme was identified with
a later recoding of the answers to allow for a
quantitative-qualitative analysis.
Rev Latino-am Enfermagem 2008 julho-agosto; 16(4):758-64
www.eerp.usp.br/rlae
Evaluation of products and services…
Cozin SK, Turrini RNT.
761
RESULTS AND DISCUSSION
Undergraduate students were the users most
often present at the library, since they are at school
every day, and because they need to develop study,
evaluation, seminar and other activities demanded
by the Nursing course. The opposite situation occurred
with external users, since these seek the service for
Category
Daily Weekly Bi-weekly Monthly Rarely Never used Total
n % n % n % n % n % n % n %
Undergraduate 1styear 7 20.6 19 55.9 4 11.8 1 2.9 3 8.8 - - 34 14.6
Undergraduate 2ndyear 6 21.4 17 60.7 3 10.7 2 7.1 - - - - 28 12.1
Undergraduate 3rdyear 7 20.6 18 52.9 4 11.8 2 5.9 3 8.8 - - 34 14.6
Undergraduate 4thyear 2 6.1 20 60.6 6 18.2 5 15.2 - - - - 33 14.2
Professor - - 8 30.8 7 26.9 7 26.9 4 15.4 - - 26 11.2
Graduate 2 6.5 12 38.7 5 16.1 7 22.6 4 12.9 1 3.2 31 13.4
Specialization - - 5 41.7 - - 4 33.3 2 16.7 1 8.3 12 5.2
EEUSP employee 3 15.8 - - 2 10.5 - - 7 36.8 7 36.8 19 8.2
External user 2 13.3 2 13.3 - - 2 13.3 9 60.0 - - 15 6.5
Total 29 12.5 101 43.5 31 13.4 30 12.9 32 13.8 9 3.9 232 100
specific research. Weekly utilization was the frequency
modality most respondents mentioned most often.
The use of the library by graduate students
was inexpressive. The research activities performed
by this group demand a higher frequency of library
use. However, this result could be attributed to the
availability and ease to access electronically-stored
information.
0
0,05
0,1
0,15
0,2
0,25
0,3
R1 R2 R3 R4 R5 R6 R7 R8 R9 R10
Gap 5
Gap f
Table 1 – Distribution of the respondents, in categories, according to the frequency of use of the Wanda de
Aguiar Horta library (EEUSP), São Paulo, 2005
Among the dimensions of quality,
Responsiveness (Figure 2) showed the highest
difference of full satisfaction with the service: Eight
out of ten indicators of this dimension presented a
Gap 5 of 25%. Although this result does not represent
a significant difference between what is perceived and
what is expected from the service, it stands out
because responsiveness is highlighted as the second
most important dimension for service quality(9).
Figure 2 – Distribution of the values for Gap 5 and f
according to the responsiveness indicator (R). Wanda
de Aguiar Horta Library (EEUSP), São Paulo, 2005
The archives deserve priority to fully meet
the user’s expectations, since the indicator up-to-date
archives (R7) presented a 25% Gap, for both users
and employees, besides obtaining a high frequency
of open-ended answers, indicating the existence of
outdated topics in the archives. In the indicator
Provision of online services (R9), the 25% Gap notes
the need to offer more services to the users, such as
requests for copies of articles.
The difference observed in indicators R7, R9
and Efficiency in the safekeeping of material and
organization of the archives (R8), as evaluated by
the providers, shows that they acknowledge the
importance of storing the material, indispensable to
find a given text or book, and this service deserves
more attention. A misplaced text or book may be
considered lost, and this activity reflects the
organization of the service directly.
In the dimension Assurance, only the
indicators Employees who were qualified to answer
questions (A1), and Employees who know how to use
the electronic information sources (A3) generated a
Gap 5 of 25% among the users, both related to the
technical capacity of the providers. In order to have
the users evaluate the quality of the archive, someone
needs to introduce them to the resources available
for bibliographic research and how they can obtain
the material they need. The users were fully satisfied
with the indicator Accessible and polite employees
(A2), different from the employees, where a Gap f of
12.5% was identified. The employees attribute a
degree of importance to this dimension that is not
fully reproduced in communication with the users.
Rev Latino-am Enfermagem 2008 julho-agosto; 16(4):758-64
www.eerp.usp.br/rlae
Evaluation of products and services…
Cozin SK, Turrini RNT.
762
For Tangibles, the users and the providers
consensually determined that the indicator Equipments
(T2) has a Gap of 25% to full satisfaction. Even though
Parasuraman considers this dimension the least
important for the quality of service(9), as a result of
technological advances, computers have become
indispensable for good information services in
libraries. According to the providers, the indicator
communication material (T3), a valuable resource to
advertise the services provided, also obtained a Gap
f of 25%.
Although users are satisfied with indicator
T3, the results of the open-ended questions show
that the providers know the importance of the
communication material better than the users. For
the open-ended question about the interest of some
sort of training in capacitating courses for the user,
89.4% of the respondents mentioned training
programs related to bibliographic research, a
course that is currently offered by the library. This
is an evident failure in the advertisement of the
courses.
The same was observed in the answers
about interest in some sort of service the library
does not offer yet, where 41.1% of affirmative
answers mentioned the desire for courses
habitually offered by the library. For the same
question, 11.8% explicitly suggest that the library
should advertise its services.
The individual life history of the providers and
the encouragement they receive during their working
hours are factors that can influence the clients’
evaluation of a service, since the behavior and the
attitudes of the employee can interfere negatively in
professional activity, especially when the work is
articulated by interaction and communication with the
clients. Besides professional motivation, this could
explain the result obtained for the indicator Efforts to
see to the necessities of information (E2) of the
dimension Empathy, in which the users showed a Gap
5 of 25%. For the indicator employee’s attitude (E5),
a Gap f value of 25% shows that the providers can
improve their interpersonal relationship, although
users do not perceive this gap in the providers’
performance.
In a study where SERVQUAL was used, it was
observed that the key dimension for client perception
about an evaluated service is Reliability, since this is
the client’s guarantee that the requested services will
be done correctly and precisely(10). In this dimension,
the only indicator that did not obtain full satisfaction
among the users was Security and reliability in the
training for information access (C3).
The providers still need to improve their
training strategies, so that they can convey more trust
to the users. Because of the Gaps f of the providers,
it was observed that the reliable information on the
library’s website (C5) needs to be improved and
depends on frequent evaluation of the library’s
webpage by the providers themselves, so that updates
can be executed.
When the TSR averages among the
categories of respondents are compared by the ANOVA
test, statistically significant differences are observed
in the dimension Responsiveness for the indicators
R2 (p=0.040), R3 (p=0.005), R6 (p=0.031), R7
(p=0.006) and R10 (p=0.011); in the dimension
Assurance, only for A3 (p=0.047); in the dimension
Tangibles, for T1 (p=0.014); and in the dimension
Empathy, for E1 (p=0.013), E2 (p=0.004) and E5
(p=0.040).
For the category indication of books for
acquisition, it was noticed that, except for the
professors, the library users do not indicate books
for acquisition, probably because this possibility is not
advertised. Besides requesting the purchase of the
books that comprise the list of references for the
courses, the faculties are regularly asked to indicate
books when the library receives grants to enlarge its
archives.
In the question about outdated topics in the
archives, a little more than half of the respondents
mentioned at least one outdated topic, highlighting
themes from the Nursing area itself. This result is
controversial for a specialized library, but possible
because of the budgetary difficulties of the public
school. Technological advances in healthcare demand
frequent acquisitions of books and, due to their high
costs, students resort to book loans more and more
frequently.
Suggestions about the library facilities and
what they would change in the library mainly pointed
to aspects related to the environment, library facilities
and equipment. In the “environment and facilities”
category, they appointed actions for the reduction of
Rev Latino-am Enfermagem 2008 julho-agosto; 16(4):758-64
www.eerp.usp.br/rlae
Evaluation of products and services…
Cozin SK, Turrini RNT.
763
noise, enlargement of the physical space and
improvements in the comfort of the spaces destined
to studying. In “equipment”, the amount and condition
of the computers for research was emphasized,
supporting the difference in the indicator T2 of the
dimension Tangibles (Gap 5 of 25%) by at least half
of the users.
Regarding what the respondent users most
like or most dislike in the library, opinions diverged.
“Environment and facilities”, “archives” and “service”
were most often mentioned positively, while
“archives”, “noise” and “service” were most often
mentioned as reasons for dissatisfaction. When
referring to the dimension Empathy, the indicators of
service presented Gap equal or lower than 25%,
indicating that, in the open-ended questions, the
respondents express their opinions better. Another
controversy resides in the fact that “environment and
facilities” have received a higher quantitative
amount of suggestions for change. Users tend to
overly valuate the physical aspects of the
environment, even though comfort is essential for
intellectual activities.
The better educated the clients are, the less
sensitive they are to the tangible dimensions(4). The
tangible dimension does not convince the user, but
factors like cleanliness, good ventilation and lighting,
when present and adequate, aid in the decision of
choice or purchase.
FINAL CONSIDERATIONS
These data accomplished the goal of
evaluating user satisfaction regarding the services and
products of the “Wanda de Aguiar Horta” library, by
understanding its clients’ direct perception of the
services/products provided, as well as the impression
they have of the providers. The results showed that,
despite the gaps observed in some indicators, the
library offers good service quality to its users, since
88% of the respondents evaluated the service as good
or excellent. The gaps f of the providers were
important to identify gaps that may be improved
through initiatives taken by the service providers
themselves, and also those that need to be discussed
at higher decision-making levels.
The identification of undergraduate students
as the main library users shows that their needs should
be considered when purchasing books. On the other
hand, the less frequent library use by graduate
students deserves further investigation. Since this
group needs to perform systematic literature reviews
to develop projects, it is important to know whether
the non-use of the library happens because the
archives and the services provided are insufficient; if
the electronic searches and virtual libraries are
meeting the student’s library needs, or if the graduate
students are not dedicating themselves to studying
as required by graduate programs. In any case, since
many graduate students did not answer the
instrument, the amount of data is insufficient for
further considerations.
Institutional communication (advertising,
promotion and announcement of services), even in
public services, also affects the client’s expectations
directly, as seen in the analysis of the answers
obtained with the open-ended questions, where several
respondents cite the need to advertise the services
and products offered by the library. On the other hand,
others refer to the negative influence inefficient
advertising can exert on client satisfaction. Therefore,
investing in institutional communication can be an
efficient strategy to improve the quality of the library
evaluated.
The analysis of the gaps 5 showed that the
following aspects deserve more attention from the
library with a view to meeting users’ needs: updating
the archives, the communication system and the
equipment, advertising the services and training
programs, behavior of users and providers in
maintaining of silence within the library environment,
and accessibility for the providers.
The open-ended questions were important to
validate some indicators of the Likert scale. They
revealed that users also wanted extended work hours
of the library and more efficiency in reprographic
services.
After evaluating the results obtained by this
research, the Wanda de Aguiar Horta library was
considered to provide services with good quality,
satisfying most of its users and the service providers
themselves, presenting only a few punctual problems
that will serve as parameters to improve its services
even more.
Rev Latino-am Enfermagem 2008 julho-agosto; 16(4):758-64
www.eerp.usp.br/rlae
Evaluation of products and services…
Cozin SK, Turrini RNT.
764
REFERENCES
1. Lovelock CH, Wright L. Serviços: marketing e gestão. São
Paulo: Saraiva; 2001.
2. Vergueiro WCS, Carvalho T. Indicadores de qualidade em
bibliotecas universitárias brasileiras. In: Anais do 19°
Congresso Brasileiro de Biblioteconomia e Documentação;
2000 set. 24-30; Porto Alegre [CD-ROM]. Porto Alegre:
Associação Rio Grandense de Bibliotecários; 2000.
3. Broady-Preston J, Preston H. Demonstrating quality in
academic libraries. New Library World. 1999;100(3):124-9.
4. Berry LL, Parasuraman A. Serviços de Marketing:
competindo através da qualidade. São Paulo: Maltese-Norma;
1992.
5. Sampaio MIC, Caminada Netto A, Barreiros AA, Prado
AMMC, Fontes CA, Cordeiro ECA, et al. PAQ: implantação
Recebido em: 14.4.2007
Aprovado em: 16.4.2008
Rev Latino-am Enfermagem 2008 julho-agosto; 16(4):758-64
www.eerp.usp.br/rlae
Evaluation of products and services…
Cozin SK, Turrini RNT.
de um processo de avaliação contínua da qualidade dos
produtos e serviços oferecidos pelas bibliotecas do SIBi/
USP. Versão 2.0. São Paulo; 2002.
6. Parasuraman A, Zeithaml V, Berry LL. A conceptual model
of service quality and it’s implications for future research. J
Marketing. 1985;49(4):41-50.
7. Parasuraman A, Zeithaml V, Berry LL. SERVQUAL: A
Multiple-Item Scale for Measuring Consumer Perceptions of
Service Quality. J Retailing.1988;64(1):12-40.
8. Hernon P, Altman E. Service quality in academic libraries.
Norwood: Ablex; 1996.
9. Parasuraman A. Marketing research. 2 ed. New York:
Addison-Wesley Publishing; 1991.
10. Kavan CB, Pitt LF, Watson RT. Measuring Service Quality
in Information Systems. Working Paper - Terry College of
Business. Athens (GA): University of Georgia; 1993.