Item sampling in service quality assessment surveys to improve response rates and reduce respondent burden: The “LibQUAL+® Lite” example

Performance Measurement and Metrics

Volumn 10, Issue 1, 2009, Pages 6-16

  Thompson, Bruce ^a   Kyrillidou, Martha ^b   Cook, Colleen ^a  

^a TEXAS A AND M UNIVERSITY   (United States)

^b ASSOCIATION OF RESEARCH LIBRARIES   (United States)

Author keywords

Information services; Quality assessment; Service quality assurance; Surveys

Indexed keywords

EID: 70350077014     PISSN: 14678047     EISSN: None     Source Type: Journal    
DOI: 10.1108/14678040910949657     Document Type: Article

References (20)

1. Arnau, R.C., Thompson, R.L. and Cook, C. (2001), “Do different response formats change the latent structure of responses? An empirical investigation using taxonometric analysis”, Educational and Psychological Measurement, Vol. 61, pp. 23-44.
2. Cook, C. and Heath, F. (2001), “Users' perceptions of library service quality: a ‘LibQUAL+™’ qualitative study”, Library Trends, Vol. 49, pp. 548-584.
3. Cook, C., Heath, F. and Thompson, B. (2001 a), “Users' hierarchical perspectives on library service quality: a ‘LibQUAL+™’ study”, College and Research Libraries, Vol. 62, pp. 147-153.
4. Cook, C., Heath, F. and Thompson, B. (2002), “Score norms for improving library service quality: a LibQUAL+™ study”, Portal: Libraries and the Academy, Vol. 2, pp. 13-26.
5. Cook, C., Heath, F. and Thompson, B. (2003), “‘Zones of tolerance’ in perceptions of library service quality: a LibQUAL+™ study”, portal: Libraries and the Academy, Vol. 3, pp. 113-123.
6. Cook, C., Heath, F. and Thompson, R.L. (2000), “A meta-analysis of response rates in web- or internet-based surveys”, Educational and Psychological Measurement, Vol. 61, pp. 821-836.
7. Cook, C., Heath, F., Thompson, R.L. and Thompson, B. (2001 b), “Score reliability in web- or internet-based surveys: unnumbered graphic rating scales versus Likert-type scales”, Educational and Psychological Measurement, Vol. 61, pp. 697-706.
8. Cook, C., Heath, F., Kyrillidou, M., Thompson, B. and Thompson, R.L. (2001 c), “The search for new measures: the ARL LibQUAL+™ study – a preliminary report”, portal: Libraries and the Academy, Vol. 1, pp. 103-112.
9. Cullen, R.J. (2001), “Perspectives on user satisfaction surveys”, Library Trends, Vol. 49 No. 4, pp. 662-686.
10. de La Rochefoucauld, F. (1613-1680), “Maxim 550 (G.E.F.)”, Maximes (“It is more necessary to study men than books”).
11. Heath, F., Cook, C., Kyrillidou, M. and Thompson, B. (2002), “ARL Index and other validity correlates of LibQUAL+™ scores”, portal: Libraries and the Academy, Vol. 2, pp. 27-42.
12. Nitecki, D.A. (1996), “Changing the concept and measure of service quality in academic libraries”, The Journal of Academic Librarianship, Vol. 22 No. 3, pp. 181-190.
13. Thompson, B. (2006), “Measuring user perceptions of library service quality: an introduction to LibQUAL+™”, paper presented at Czech and Slovakian Library Information Network (CASLIN) Conference, Prague, June.
14. Thompson, B. (2007), “The origins/birth of LibQUAL+®”, available at: www.coe.tamu.edu/ ∼ bthompson/libbirth.htm.
15. Thompson, B., Cook, C. and Heath, F. (2001), “How many dimensions does it take to measure users’ perceptions of libraries? A LibQUAL+™ study”, portal: Libraries and the Academy, Vol. 1, pp. 129-138.
16. Thompson, B., Cook, C. and Kyrillidou, M. (2005), “Concurrent validity of LibQUAL+™ scores: what do LibQUAL+™ scores measure?”, Journal of Academic Librarianship, Vol. 31, pp. 517-522.
17. Thompson, B., Kyrillidou, M. and Cook, C. (2007), “On-premises library versus Google™-like information gateway usage patterns: a LibQUAL+™ study”, portal: Libraries and the Academy, Vol. 7, pp. 463-480.
18. Thompson, B., Kyrillidou, M. and Cook, C. (2008), “Library users' service desires: a LibQUAL+™ study”, Library Quarterly, Vol. 1, pp. 1-18.
19. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectations, The Free Press, New York, NY.
20. Association of Research Libraries (n.d.), “DigiQUAL+®”, available at: www.digiqual.org/digiqual/index.cfm.