سال انتشار: ۱۳۸۳

محل انتشار: دومین کنفرانس بین المللی مدیریت

تعداد صفحات: ۱۱

نویسنده(ها):

Ruslan Romli – Faculty of Management of Technology,Universiti Utara Malaysia
Norazuwa Mal – Faculty of Human and Social Development , Universiti Utara Malaysia

چکیده:

This study applies in measuring service quality in academic library. The location of study Sultanah Bahiyah Library,located at Northern Uneversity of Malaysia This study focuses customer as a yardstick for detemining the level of service quality offered by the library .This study also used SERVQUAL as an instrument to measure service quality it alsio determines the weighted importance given to each dimensions in determining priority improvement.