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Developing a service quality measurement instrument for archival institutions

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dc.contributor.advisor Serumaga-Zake, P. A. E. Sibanda, Rosemary 2012-06-07T12:42:26Z 2012-06-07T12:42:26Z 2011-11
dc.identifier.citation Sibanda, Rosemary (2011) Developing a service quality measurement instrument for archival institutions, University of South Africa, Pretoria, <> en
dc.description.abstract The service sector of the global economy is undoubtedly growing and increasingly highlighting the criticality of service quality to enhanced profitability in most service organisations. The demand for accountability from different stakeholders, including clients, has also made service quality a highly debated, researched and most powerful competitive trend shaping marketing and business strategy. Developing reliable measurement instruments of service quality and strategies for the improvement of service quality invariably become the most important responsibilities for managers in many organisations. In the absence of conceptual clarity on service quality, divergent views on the dimensionality of service quality and the lack of a psychometrically valid service quality measure in archival institutions, this study set out to develop and subsequently validate a measurement instrument to assess service quality in an archival institutional setting. The two research questions investigated in this study were: (1) what are the dimensions for measuring service quality in archival institutions, and (2) how can the dimensions of service quality in archival institutions be measured effectively. The methodology for this study involved a two-phased qualitative and quantitative analysis addressing these two research questions. The study followed the standard psychometric procedure for developing constructs. This research has resulted in the important findings and relevant conclusions for both academics and practitioners interested in service quality in the archival environment. The service quality measurement instrument formulated is called ARCHIVqual and has three dimensions, namely (1) security of information (with 4 items), (2) integrity of information (with 3 items) and (3) usability of information (with 2 items). Besides measuring service quality in the archival environment, ARCHIVqual will also serve as a tool for conducting periodic surveys thereby identifying specific problematic areas in archival institutions. en
dc.format.extent 1 online resource (xviii, 255 leaves)
dc.language.iso en en
dc.subject Electronic records management en
dc.subject Service quality measurement instrument en
dc.subject Service quality in archival institutions en
dc.subject Performance-only
dc.subject ARCHIVqual
dc.subject.ddc 658.562
dc.subject.lcsh Archives -- Customer services
dc.subject.lcsh Customer services -- Quality control
dc.subject.lcsh Archives -- Administration
dc.subject.lcsh Archives -- Quality control
dc.subject.lcsh Electronic records -- Management
dc.title Developing a service quality measurement instrument for archival institutions en
dc.type Thesis en
dc.description.department Graduate School for Business Leadership DBL

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  • Unisa ETD [9538]
    Electronic versions of theses and dissertations submitted to Unisa since 2003

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