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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 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
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
