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portal: Libraries and the…	1

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Thompson, Bruce	2
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Heath, Fred M.	1

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Users' Hierarchical Perspectives on Library Service Quality: A "LibQUAL+" Study.

Peer reviewed

Cook, Colleen; Heath, Fred; Thompson, Bruce – College & Research Libraries, 2001

The "LibQUAL+" diagnostic tool, product of the Association of Research Libraries (ARL), shows that although a single factor dominates user thinking about library service quality, all items in the survey suffuse this factor. Several first-order factors contribute unique information to the notion of service quality. As different users…

Descriptors: Information Services, Libraries, Library Services, Reference Services

"Zones of Tolerance" in Perceptions of Library Service Quality: A LibQUAL+[TM] Study.

Peer reviewed

Cook, Colleen; Heath, Fred M.; Thompson, Bruce – portal: Libraries and the Academy, 2003

One of the two major ways of interpreting LibQUAL+[TM] data involves placing perceived service quality ratings within "zones of tolerance" defined as the distances between minimally-acceptable and desired service quality levels. This study compared zones of tolerance on the 25 LibQUAL+[TM] items across undergraduate, graduate student and…

Descriptors: Academic Libraries, Comparative Analysis, Higher Education, Library Research