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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 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; 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
Download full textCook, 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
Direct linkThompson, 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)
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
