Reliability and structure of LibQUAL+™ scores: Measuring perceived library service quality

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Volumn 2, Issue 1, 2002, Pages 3-12

  Thompson, Bruce ^a,b,c   Cook, Colleen ^a,b   Thompson, Russel L ^b  

^a Department of Educational Psychology ^*  (United States)

^b TEXAS A AND M UNIVERSITY   (United States)

^c BAYLOR COLLEGE OF MEDICINE   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 2442668707     PISSN: 15312542     EISSN: None     Source Type: Journal    
DOI: 10.1353/pla.2002.0022     Document Type: Article

References (34)

1. Danuta A. Nitecki. "Changing the Concept and Measure of Service Quality in Academic Libraries." The Journal of Academic Librarianship 22 (1996): 181.
2. Rowena Cullen. "Perspectives on User Satisfaction Surveys." Library Trends 49 (2001): 662-63.
3. Nitecki. "Changing the Concept and Measure of Service Quality in Academic Libraries," 181.
4. Colleen Cook, and Fred Heath. "The Association of Research Libraries Libqual+™ Project: An Update." ARL Newsletter: A Bimonthly Report on Research Library Issues and Actions from ARL, CNI, and SPARC 211 (2000, August): 12-14;
5. Colleen Cook, Fred Heath, and Bruce Thompson. "LibQUAL+™: One Instrument in the New Measures Toolbox." ARL Newsletter: A Bimonthly Report on Research Library Issues and Actions from ARL, CNI, and SPARC 212 (2000, October): 4-7;
6. Colleen Cook, Fred Heath, Bruce Thompson, and Russell L. Thompson. "The Search for New Measures: The ARL LibQUAL+™ Study-A Preliminary Report." portal: Libraries and the Academy 1 (2001): 103-12.
7. A. Parasuraman, Leonard L. Berry, and Valarie A. Zeithaml. "Refinement and Reassessment of the SERVQUAL Scale." Journal of Retailing 67 (1991): 420-50;
8. A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry. "A Conceptual Model of Service Quality and Its Implications for Future Research." Journal of Marketing 49 (1985): 41-50;
9. A. Parasuraman, Valarie A. Zeithaml, and Leonard L. Berry. "Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria." Journal of Retailing 70 (1994): 201-30.
10. Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: Free Press, 1990,16.
11. Colleen Cook, and Bruce Thompson. "Higher-Order Factor Analytic Perspectives on Users' Perceptions of Library Service Quality." Library and Information Science Research 22 (2000): 393-404;
12. Colleen Cook, and Bruce Thompson. "Reliability and Validity of SERVQUAL Scores Used to Evaluate Perceptions of Library Service Quality." Journal of Academic Librarianship 26 (2000): 248-58;
13. Danuta A. Nitecki. "An Assessment of the Applicability of SERVQUAL Dimensions: A Customer-Based Criteria for Evaluating Quality of Services in an Academic Library," Ph. D. Diss., University of Maryland, 1995.
14. Abstract in Dissertation Abstracts International 56:2918A.
15. Colleen Cook and Fred Heath. "Users' Perceptions of Library Service Quality: A LibQUAL+™ Qualitative Interview Study." Library Trends 49 (2001): 548-84.
16. Colleen Cook and Bruce Thompson. "Psychometric Properties of Scores from the WebBased LibQUAL+™ Study of Perceptions of Library Service Quality." Library Trends 49 (2001): 585-604.
17. For example, see Cook, Heath, B. Thompson, and R. L. Thompson. "The Search for New Measures," 109.
18. Bruce Thompson. "Guidelines for Authors." Educational and Psychological Measurement 54 (1994): 837-47;
19. Bruce Thompson and Tammi Vacha-Haase. "Psychometrics Is Datametrics: The Test Is Not Reliable." Educational and Psychological Measurement 60 (2000): 174-95.
20. Leland Wilkinson and the APA Task Force on Statistical Inference. "Statistical Methods in Psychology Journals: Guidelines and Explanations." American Psychologist 54 (1999): 594604. Reprint available through the APA Home Page: 〈http://www.apa.org/journals/ amp/amp548594.html [September 27, 2001].
21. Brian Reinhardt. (1996). "Factors Affecting Coefficient alpha: A Mini Monte Carlo Study." In Bruce Thompson (Ed.), Advances in social science methodology 4. Greenwich, CT: JAI Press, 1996: 3-20.
22. Bruce Thompson and Larry G. Daniel. "Factor Analytic Evidence for the Construct Validity of Scores: An Historical Overview and Some Guidelines." Educational and Psychological Measurement 56 (1996): 213-24.
23. Jum C. Nunnally. Psychometric Theory. 2nd ed. New York: McGraw-Hill, 1978,112-13.
24. Randall C. Arnau, Rüssel L. Thompson, and Colleen Cook. "Do Different Response Formats Change the Latent Structure of Responses?: An Empirical Investigation Using Taxonometric Analysis." Educational and Psychological Measurement 61 (2001): 23-44.
25. Bruce Thompson, Colleen Cook, and Fred Heath. "The LibQUAL+™ Gap Measurement Model: The Bad, the Ugly, and the Good of Gap Measurement." Performance Measurement and Metrics 1 (2000): 165-78.
26. Colleen Cook, Fred Heath, Russel L. Thompson, and Bruce Thompson. "Score Reliability in Web- or Internet-Based Surveys: Unnumbered Graphic Rating Scales Versus Likert-Type Scales." Educational and Psychological Measurement 61 (2001): 697-706;
27. B. Thompson, Cook and Heath. "The LibQUAL+™ Gap Measurement Model," 165-178.
28. Cook and Heath. "Users' Perceptions of Library Service Quality." 548-584.
29. Colleen Cook, Fred Heath, and Bruce Thompson. "Users' Hierarchical Perspectives on Library Service Quality: A LibQUAL+™ Study." College and Research Libraries 62 (2001): 147-53;
30. Bruce Thompson, Colleen Cook, and Fred Heath. "How Many Dimensions Does It Take to Measure Users' Perceptions of Libraries?: A LibQUAL+™ Study." portal: Libraries and the Academy 1 (2001): 129-38.
31. Parasuraman, Berry, and Zeithaml. "Refinement and Reassessment of the SERVQUAL Scale," 420-450.
32. Leonard L. Berry. On Great Service: A Framework for Action. New York: The Free Press, 1995, 37.
33. Leonard L. Berry. On Great Service: A Framework for Action. Ibid., 38-9.
34. Leonard L. Berry. On Great Service: A Framework for Action. Ibid., 54.