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ERIC Number: ED435671
Record Type: Non-Journal
Publication Date: 2000-Jan
Pages: 37
Abstractor: N/A
Reference Count: N/A
Reliability and Validity of SERVQUAL Scores Used To Evaluate Perceptions of Library Service Quality.
Thompson, Bruce; Cook, Colleen
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 application in libraries. The study involved collection of perceptions from 697 participants representing 4 different user groups and 3 different biannual surveys. Scores were highly reliable, but the five SERVQUAL dimensions suggested by SERVQUAL scoring keys were not recovered. Furthermore, different dimensions were recovered under three different frames of reference. (Contains 9 tables and 28 references.) (Author/SLD)
Publication Type: Reports - Research; Speeches/Meeting Papers
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A