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| portal: Libraries and the… | 1 |
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| Cook, Colleen | 3 |
| Thompson, Bruce | 3 |
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Direct linkThompson, 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
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
