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ERIC Number: EJ1132593
Record Type: Journal
Publication Date: 2017-Mar
Pages: 23
Abstractor: As Provided
Reference Count: N/A
ISBN: N/A
ISSN: ISSN-0010-0870
Measuring Perceptual (In) Congruence between Information Service Providers and Users
Boyce, Crystal
College & Research Libraries, v78 n3 p359-381 Mar 2017
Library quality is no longer evaluated solely on the value of its collections, as user perceptions of service quality play an increasingly important role in defining overall library value. This paper presents a retooling of the LibQUAL+ survey instrument, blending the gap measurement model with perceptual congruence model studies from information systems management research. The new survey instrument redefines service desk assessment by taking into consideration the perspectives of both service users and of service providers, to help service providers gain a more robust sense of service quality.
Association of College and Research Libraries. 50 East Huron Street, Chicago, IL 60611. e-mail: acrl@ala.org; Web site: http://crl.acrl.org
Publication Type: Journal Articles; Reports - Research; Tests/Questionnaires
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Illinois