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Direct linkThompson, Bruce; Kyrillidou, Martha; Cook, Colleen – portal: Libraries and the Academy, 2007
Using LibQUAL+[R] data provided by 295,355 of the participants who completed the LibQUAL+[R] survey in 2003, 2004, and 2005, the present study was conducted to address three research questions. First, what differences, if any, have occurred across time in the use by (a) undergraduates, (b) graduate students/postgraduates, and (c) faculty of…
Descriptors: Graduate Students, Library Services, Surveys, Librarians
Thompson, Bruce; Kyrillidou, Martha; Cook, Colleen – Library Quarterly, 2008
The present study was conducted to explore library users' desired service quality levels on the twenty-two core LibQUAL+ items. Specifically, we explored similarities and differences in users' desired library service quality levels across user groups (i.e., undergraduate students, graduate students, and faculty), across geographic locations (i.e.,…
Descriptors: Foreign Countries, Library Services, North American English, Users (Information)
Thompson, Bruce; Cook, Colleen; Kyrillidou, Martha – portal: Libraries and the Academy, 2006
The LibQUAL+[TM] protocol solicits open-ended comments from users with regard to library service quality, gathers data on 22 core items, and, at the option of individual libraries, also garners ratings on five items drawn from a pool of more than 100 choices selected by libraries. In this article, the relationship of scores on these locally…
Descriptors: Libraries, Surveys, Library Services, User Satisfaction (Information)
Reliability and Validity of SERVQUAL Scores Used To Evaluate Perceptions of Library Service Quality.
Download full textThompson, Bruce; Cook, Colleen – 2000
Research libraries are increasingly supplementing collection counts with perceptions of service quality as indices of status and productivity. The present study was undertaken to explore the reliability and validity of scores from the SERVQUAL measurement protocol (A. Parasuraman and others, 1991), which has previously been used in this type of…
Descriptors: Evaluation Methods, Higher Education, Library Services, Measurement Techniques
Peer reviewedCook, 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
Peer reviewedThompson, Bruce; Cook, Collen – Educational and Psychological Measurement, 2002
Conducted a reliability generalization meta-analysis of subscale and total scale scores on the Web-administered LibQUAL+ (tm) (Cook and others, 2002), a measure of library service quality. Data for 18,161 participants from 43 universities show that score reliabilities are remarkably invariant across campuses and different over groups. (SLD)
Descriptors: College Students, Generalization, Higher Education, Library Services
Peer reviewedThompson, Bruce; Cook, Colleen; Heath, Fred – Structural Equation Modeling, 2003
Used confirmatory factor analysis to evaluate the score integrity of LibQUALl+, an instrument to measure perceptions of library service quality. Results for 60,027 graduate and undergraduate students suggest that the model implied by LibQUAL is reasonable and invariant across independent samples and fits all three major subgroups of library users.…
Descriptors: College Students, Evaluation Methods, Factor Structure, Higher Education
Peer reviewedHeath, Fred M.; Thompson, Bruce; Cook, Colleen; Thompson, Russel L.; Kyrillidou, Martha – portal: Libraries and the Academy, 2002
Includes four articles that discuss LibQUAL+[TM], a collaborative effort of the Association of Research Libraries and Texas A&M University responding to the need for greater accountability in measuring the delivery of library services to research library users. Discusses the reliability of LibQUAL+[TM] scores in measuring perceived library…
Descriptors: Academic Libraries, Accountability, Correlation, Higher Education
Cook, Colleen; Thompson, Bruce – 2000
The SERVQUAL measure was developed by A. Parasuraman, L. Berry, and V. Zeithaml (1988) to measure perceptions of service quality, originally in the retailing sector. However, libraries and other educational institutions are also service providers. Librarians in particular have increasingly become interested in measuring quality of service as the…
Descriptors: Evaluation Methods, Factor Analysis, Library Services, Measurement Techniques
Peer reviewedCook, 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
Cook, Colleen; Heath, Fred; Thompson, Bruce – 2000
Texas A&M University and the Association of Research Libraries (ARL) under the New Measures initiative are engaged in a project to evaluate service quality in research libraries using an augmented SERVQUAL instrument. In spring 2000, 13 ARL libraries in North America invited a random sample of students and faculty to take the survey through…
Descriptors: Academic Libraries, Higher Education, Library Services, Research Libraries
Thompson, Bruce; Cook, Colleen; Kyrillidou, Martha – Journal of Academic Librarianship, 2005
The present study investigated the validity of LibQUAL+[TM] scores, and specifically how total and subscale LibQUAL+[TM] scores are associated with self-reported, library-related satisfaction and outcomes scores. Participants included 88,664 students and faculty who completed the American English (n[AE] = 69,494) or the British English (n[BE] =…
Descriptors: Higher Education, College Students, College Faculty, Test Validity
Peer reviewedThompson, Bruce; Cook, Colleen; Heath, Fred – portal: Libraries and the Academy, 2001
Explores the number of dimensions needed to measure users' perceptions of library service quality based on data from the ARL (Association of Research Libraries) LibQUAL+ project. Results were consistent with a view that a single set of scores is one reasonable way to characterize user perceptions of library service quality. (Author/LRW)
Descriptors: Academic Libraries, Evaluation Methods, Higher Education, Library Research
Peer reviewedCook, Colleen; Thompson, Bruce – Library Trends, 2001
Investigated the psychometric integrity of scores from the LibQUAL+ evaluation of perceived library service quality conducted by ARL (Association of Research Libraries). Examines score structure, score reliability, score correlation and concurrent validity coefficients, scale means, and scale standardized norms, and considers the potential of the…
Descriptors: Academic Libraries, Concurrent Validity, Correlation, Evaluation Methods
Wei, Youhua; Thompson, Bruce; Cook, C. Colleen – portal: Libraries and the Academy, 2005
LibQUAL+[TM] data to date have not been subjected to the modern measurement theory called polytomous item response theory (IRT). The data interpreted here were collected from 42,090 participants who completed the "American English" version of the 22 core LibQUAL+[TM] items, and 12,552 participants from Australia and Europe who…
Descriptors: Foreign Countries, Psychometrics, Library Services, Item Response Theory
