Please use this identifier to cite or link to this item: http://nopr.niscair.res.in/handle/123456789/17917
Title: EFFECT OF SERVICE QUALITY ON POST-VISIT INTENTIONS: THE CASE OF A LIBRARY
Authors: Banwet, D K
Datta, B
Issue Date: Jun-2000
Publisher: NISCAIR-CSIR, India
Abstract: The quality of services offered in an academic library has been investigated in this paper. Service quality, consumer satisfaction and post-visit intentions have been measured. The effect of service quality on post-visit intentions has been examined in a causal path framework. The study indicates that although the perceived service performance generally matches user's expectations, a lot can be done to improve the quality of the services being delivered. Improvement in the quality of services increases the level of satisfaction of the user. Satisfied users intend to re-visit the library and advice others to visit it.
Page(s): 41-48
URI: http://hdl.handle.net/123456789/17917
ISSN: 0975-2404 (Online); 0972-5423 (Print)
Appears in Collections: ALIS Vol.47(2) [June 2000]

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