User perceptions of the "reliability" of library services at Texas A&M University: A focus group study

Journal of Academic Librarianship

Volumn 29, Issue 2, 2003, Pages 82-87

  Ho, Jeannette ^a   Crowley, Gwyneth H ^b  

^a TEXAS A AND M UNIVERSITY   (United States)

^b BARD COLLEGE   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0037302423     PISSN: 00991333     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0099-1333(02)00423-8     Document Type: Article

References (13)

1. Valarie A. Zeithaml, A. Parasuraman, & Leonard L. Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: Free Press, 1990)
2. Vicki Coleman, Yi (Daniel) Xiao, Linda Bair, & Bill Chollett, “Toward a TQM Paradigm: Using SERVQUAL to Measure Library Service Quality,” College & Research Libraries 58 (May 1997): 237–251
3. Zeithaml, Parasuraman, & Berry, Delivering Quality Service, p. 27
4. Danuta A. Nitecki, “User Expectations for Quality Library Services Identified. Through Application of the SERVQUAL Scale in an Academic Library,” in Continuity and Transformation: The Promise of Confluence, Proceedings of the 7th Association of College and Research Libraries National Conference, March 29-April 1, 1995, edited by Richard AmRhein (Chicago: Association of College and Research Libraries, 1995), pp. 53–66
5. Colleen Cook & Fred M. Heath, “Users’ Perceptions of Library Service Quality: A LibQual+ Qualitative Study,” Library Trends (Spring 2001): 548–583
6. Beryl Glitz, Focus Groups for Libraries and Librarians (New York: Forbes, 1998)
7. David L. Morgan, The Focus Group Guidebook (London: Sage Publications, 1998)
8. S.L. Baker, “Improving Business Services through the Use of Focus Groups,” RQ 30 (1990): 377–385; R. Widdows, T.A. Hensler, & M.H. Wyncott, “The Focus Group Interview: A Method for Assessing Users’ Evaluation of Library Service,” College & Research Libraries 52 352–359 (1991); Neal K. Kaske, “Studies of Online Catalogs,” in Online Catalogs/Online Reference , edited by Brian Aveney & Brett Butler (Chicago: American Library Association, 1984), pp. 20–30; Annie T. Luk, Evaluating Bibliographic Displays from the Users’ Point of View: A Focus Group Study . Toronto, ON: Faculty of Information Studies at the University of Toronto. Available: http://www.fis.utoronto.ca/research/programs/displays/luk.pdf (accessed June 10, 2002); Lynn Silipigni Connaway, Debra Wilcox Johnson, & Susan E. Searing, “Online Catalogs from the Users’ Perspective: The Use of Focus Group Interviews,” College & Research Libraries 58 (September 1997): 403–420; Peter Hernon & Ellen Altman, Service Quality in Academic Libraries (Norwood, NJ: Ablex, 1996)
9. Glitz, Focus Groups, p. 103–108
10. Cook & Heath, “Users’ Perceptions,” p. 572
11. Hernon & Altman, Service Quality in Academic Libraries, p. 156
12. Cook & Heath, “Library Service Quality,” p. 572–573
13. Colleen Cook, Vicki Coleman, & Fred M. Heath, “SERVQUAL, a Client-Based Approach to Developing Performance Indicators,” in Proceedings of the Third Northumbria International Conference on Performance Measurement in Libraries and Information Services, Longhirst Hall, Northumberland, 27–31 August 1999 (Newcastle-upon-Tyne, England: Information North, 2000), pp. 217