ERIC Number: ED450746
Record Type: Non-Journal
Publication Date: 2000-Aug
Reference Count: N/A
A New Culture of Assessment: Preliminary Report on the ARL SERVQUAL Survey.
Cook, Colleen; Heath, Fred; Thompson, Bruce
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 the World Wide Web. The pilot project evaluated the efficacy of Web-based survey instruments, and the augmented SERVQUAL protocol will be tested for its usefulness in measuring service quality from the user perspective in research libraries. This paper discusses the project plan and reports preliminary survey results. (Contains 12 references.) (Author/MES)
Descriptors: Academic Libraries, Higher Education, Library Services, Research Libraries, Student Surveys, Teacher Surveys, User Satisfaction (Information), World Wide Web
For full text: http://www.ifla.org/IV/ifla66/papers/028-129e.htm.
Publication Type: Reports - Research; Speeches/Meeting Papers
Education Level: N/A
Authoring Institution: N/A