id	author	title	date	pages	extension	mime	words	sentence	flesch	summary	cache	txt
crl-15128	Coleman, Vicki; Xiao, Yi (Daniel); Bair, Linda; Chollett, Bill	Toward a TQM Paradigm: Using SERVQUAL to Measure Library Service Quality	1997	13	.pdf	application/pdf	4537	220	54	May 1997 tations: desired service (which reflects what customers want); adequate ser- vice (the standard customers are will- ing to accept); and predicted service (the level of service customers believe is likely to occur).5 Their research also sup- ports the theory that customers gener- ally use five factors, or dimensions, as their criteria for judging service quality. Part 2 (see figure 2 for a partial sample survey) al- lows the customer to give an overall rat- ing of library service quality and to weigh five different dimensions of quality per- taining to services offered in academic libraries.	cache/crl-15128.pdf	txt/crl-15128.txt