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ERIC Number: ED438312
Record Type: Non-Journal
Publication Date: 2000-Jan-27
Pages: 24
Abstractor: N/A
Reference Count: N/A
Higher-Order Factor Analysis as a Score Validity Evaluation Tool: An Example with a Measure of Perceptions of Library Service Quality.
Cook, Colleen; Thompson, Bruce
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 ultimate assessment of library performance, as against more traditional measures of performance such as counts of various holdings. This study explored SERVQUAL score validity in the library service context using data from 596 users representing 3 user groups with measurement at 3 times over 6 years. Second-order factor analysis provided mixed results with regard to the psychometric integrity of SERVQUAL scores applied within the library service context. (Contains 3 tables and 34 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