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Date

9. 2.1997 18:44:22
22. 2.1999 17:48:45

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Abstract

Explores some of the issues associated with the implementation of total quality management (TQM) in the service environment as they might apply to information services. In implementing TQM it is necessary to establish some basic definitions. SERVQUAL is an instrument which has been widely tested as a means of measuring service quality. Reviews briefly the literature concerned with measuring service quality as a forum in which to explore the concept of service quality