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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
