{"id":"https://openalex.org/W2573742345","doi":"https://doi.org/10.1177/0961000616679725","title":"Evaluating library service quality at the Aga Khan University library: Application of a total quality management approach","display_name":"Evaluating library service quality at the Aga Khan University library: Application of a total quality management approach","publication_year":2016,"publication_date":"2016-12-27","ids":{"openalex":"https://openalex.org/W2573742345","doi":"https://doi.org/10.1177/0961000616679725","mag":"2573742345"},"language":"en","primary_location":{"id":"doi:10.1177/0961000616679725","is_oa":false,"landing_page_url":"https://doi.org/10.1177/0961000616679725","pdf_url":null,"source":{"id":"https://openalex.org/S115019648","display_name":"Journal of Librarianship and Information Science","issn_l":"0961-0006","issn":["0961-0006","1741-6477"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Librarianship and Information Science","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5056817907","display_name":"Nasra Gathoni","orcid":"https://orcid.org/0000-0002-4607-3526"},"institutions":[{"id":"https://openalex.org/I4210108070","display_name":"Aga Khan University Nairobi","ror":"https://ror.org/01zv98a09","country_code":"KE","type":"education","lineage":["https://openalex.org/I118185606","https://openalex.org/I4210108070","https://openalex.org/I4210114929"]}],"countries":["KE"],"is_corresponding":true,"raw_author_name":"Nasra Gathoni","raw_affiliation_strings":["Aga Khan University, Kenya"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Aga Khan University, Kenya","institution_ids":["https://openalex.org/I4210108070"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5012673056","display_name":"Thomas van der Walt","orcid":"https://orcid.org/0000-0003-1904-7039"},"institutions":[{"id":"https://openalex.org/I165390105","display_name":"University of South Africa","ror":"https://ror.org/048cwvf49","country_code":"ZA","type":"education","lineage":["https://openalex.org/I165390105"]}],"countries":["ZA"],"is_corresponding":false,"raw_author_name":"Thomas Van der Walt","raw_affiliation_strings":["University of South Africa, Pretoria, South Africa"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of South Africa, Pretoria, South Africa","institution_ids":["https://openalex.org/I165390105"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5056817907"],"corresponding_institution_ids":["https://openalex.org/I4210108070"],"apc_list":null,"apc_paid":null,"fwci":3.0884,"has_fulltext":false,"cited_by_count":35,"citation_normalized_percentile":{"value":0.92523846,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":99},"biblio":{"volume":"51","issue":"1","first_page":"123","last_page":"136"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9819999933242798,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14356","display_name":"Organizational Leadership and Management Strategies","score":0.9563999772071838,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.9192151427268982},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.7051711678504944},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.6726484298706055},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5767824649810791},{"id":"https://openalex.org/keywords/medical-library","display_name":"Medical library","score":0.5195156335830688},{"id":"https://openalex.org/keywords/total-quality-management","display_name":"Total quality management","score":0.5052738785743713},{"id":"https://openalex.org/keywords/library-management","display_name":"Library management","score":0.4364449381828308},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3709036111831665},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.3703145980834961},{"id":"https://openalex.org/keywords/medical-education","display_name":"Medical education","score":0.3623577356338501},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.34969884157180786},{"id":"https://openalex.org/keywords/medicine","display_name":"Medicine","score":0.26204603910446167},{"id":"https://openalex.org/keywords/library-science","display_name":"Library science","score":0.2594335377216339},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.23719489574432373}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.9192151427268982},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7051711678504944},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.6726484298706055},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5767824649810791},{"id":"https://openalex.org/C2777341132","wikidata":"https://www.wikidata.org/wiki/Q6150991","display_name":"Medical library","level":2,"score":0.5195156335830688},{"id":"https://openalex.org/C138897024","wikidata":"https://www.wikidata.org/wiki/Q381001","display_name":"Total quality management","level":3,"score":0.5052738785743713},{"id":"https://openalex.org/C2775918691","wikidata":"https://www.wikidata.org/wiki/Q856623","display_name":"Library management","level":2,"score":0.4364449381828308},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3709036111831665},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3703145980834961},{"id":"https://openalex.org/C509550671","wikidata":"https://www.wikidata.org/wiki/Q126945","display_name":"Medical education","level":1,"score":0.3623577356338501},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.34969884157180786},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.26204603910446167},{"id":"https://openalex.org/C161191863","wikidata":"https://www.wikidata.org/wiki/Q199655","display_name":"Library science","level":1,"score":0.2594335377216339},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.23719489574432373},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1177/0961000616679725","is_oa":false,"landing_page_url":"https://doi.org/10.1177/0961000616679725","pdf_url":null,"source":{"id":"https://openalex.org/S115019648","display_name":"Journal of Librarianship and Information Science","issn_l":"0961-0006","issn":["0961-0006","1741-6477"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Librarianship and Information Science","raw_type":"journal-article"},{"id":"pmh:oai:ecommons.aku.edu:libraries-1027","is_oa":false,"landing_page_url":"https://ecommons.aku.edu/libraries/28","pdf_url":null,"source":{"id":"https://openalex.org/S4377196301","display_name":"eCommons - AKU (Aga Khan University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I118185606","host_organization_name":"Aga Khan University","host_organization_lineage":["https://openalex.org/I118185606"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Libraries","raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/17","score":0.47999998927116394,"display_name":"Partnerships for the goals"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":56,"referenced_works":["https://openalex.org/W36467310","https://openalex.org/W168708178","https://openalex.org/W604559807","https://openalex.org/W1442265303","https://openalex.org/W1558133461","https://openalex.org/W1585050957","https://openalex.org/W1599760790","https://openalex.org/W1689771227","https://openalex.org/W1714723801","https://openalex.org/W1966976937","https://openalex.org/W1969602965","https://openalex.org/W1973051690","https://openalex.org/W1989356293","https://openalex.org/W1992152476","https://openalex.org/W1993228704","https://openalex.org/W1997071685","https://openalex.org/W1999697037","https://openalex.org/W2005993346","https://openalex.org/W2014672052","https://openalex.org/W2019714102","https://openalex.org/W2020896818","https://openalex.org/W2021365718","https://openalex.org/W2026368098","https://openalex.org/W2028374785","https://openalex.org/W2059358904","https://openalex.org/W2062983375","https://openalex.org/W2067256780","https://openalex.org/W2068262904","https://openalex.org/W2075866621","https://openalex.org/W2077929351","https://openalex.org/W2079243232","https://openalex.org/W2079770484","https://openalex.org/W2083817051","https://openalex.org/W2091623736","https://openalex.org/W2094419785","https://openalex.org/W2097894953","https://openalex.org/W2136893259","https://openalex.org/W2143205720","https://openalex.org/W2145462060","https://openalex.org/W2153646932","https://openalex.org/W2156725384","https://openalex.org/W2157350559","https://openalex.org/W2159609654","https://openalex.org/W2163977412","https://openalex.org/W2188464129","https://openalex.org/W2467116502","https://openalex.org/W2504612220","https://openalex.org/W2512609250","https://openalex.org/W2611897969","https://openalex.org/W2944590203","https://openalex.org/W3034195930","https://openalex.org/W3216266569","https://openalex.org/W4229595428","https://openalex.org/W4240969601","https://openalex.org/W4245590681","https://openalex.org/W4293728589"],"related_works":["https://openalex.org/W2039989613","https://openalex.org/W3017066641","https://openalex.org/W2295992782","https://openalex.org/W2752873315","https://openalex.org/W2334765428","https://openalex.org/W3034370789","https://openalex.org/W2794107307","https://openalex.org/W2883190652","https://openalex.org/W2221765817","https://openalex.org/W1482263704"],"abstract_inverted_index":{"The":[0,23,53,106,122,140],"purpose":[1],"of":[2,11,15,32,41,50,82,89,129,153,168,185,206,222,241],"this":[3,33,191,214],"paper":[4,192],"is":[5,161,166,211],"to":[6,78,195,218],"report":[7,34],"on":[8,86,101],"an":[9,76,230],"investigation":[10],"the":[12,16,30,39,48,80,87,93,111,127,157,183,204],"service":[13,51,147,179,208],"quality":[14,25,81,148,180,227],"Aga":[17,59,130],"Khan":[18,60,131],"University":[19,61,132],"library":[20,62,90,133,176,207,232],"in":[21,47,150,172,178,197,229,234],"Kenya.":[22],"total":[24,226],"management":[26,228],"philosophy":[27],"which":[28],"forms":[29],"basis":[31],"has":[35],"been":[36],"demonstrated":[37],"by":[38,98,156],"use":[40,184],"SERVQUAL,":[42],"a":[43,116,151,219],"user-based":[44,188],"assessment":[45],"tool,":[46],"evaluation":[49,181,205],"quality.":[52,209,242],"research":[54,160],"was":[55,108,120],"conducted":[56],"among":[57],"123":[58],"users":[63,91,134,177],"\u2013":[64,74],"nursing":[65,70],"and":[66,69,71,95,99,104,115,187,239],"medical":[67,72],"faculty":[68],"students":[73],"with":[75,92],"aim":[77],"investigate":[79],"its":[83],"services":[84,94,154],"based":[85,100],"satisfaction":[88],"as":[96,164,225],"expressed":[97],"users\u2019":[102,237],"expectations":[103,128,238],"perceptions.":[105,139],"data":[107],"gathered":[109],"through":[110,182],"SERVQUAL":[112],"structured":[113],"questionnaire":[114],"63%":[117],"response":[118],"rate":[119],"realized.":[121],"findings":[123],"generally":[124],"established":[125],"that":[126,144,213],"are":[135,146],"higher":[136],"than":[137],"their":[138],"results":[141],"also":[142],"show":[143],"there":[145,165],"gaps":[149],"number":[152],"offered":[155],"library.":[158],"This":[159],"deemed":[162],"important":[163],"lack":[167],"information":[169],"showing":[170],"libraries":[171,196],"Kenya":[173,198],"having":[174],"involved":[175],"objective":[186,200],"tools.":[189],"Thus":[190],"may":[193],"lead":[194],"embracing":[199],"measurement":[201],"tools":[202],"for":[203],"It":[210],"hoped":[212],"article":[215],"will":[216],"contribute":[217],"better":[220],"understanding":[221],"philosophies":[223],"such":[224],"academic":[231],"environment":[233],"developing":[235],"countries,":[236],"perceptions":[240]},"counts_by_year":[{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":7},{"year":2023,"cited_by_count":8},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":5},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":5},{"year":2018,"cited_by_count":1}],"updated_date":"2026-05-21T06:26:12.895304","created_date":"2025-10-10T00:00:00"}