Using LibQUAL +TM to improve services to libraries: A report on academic libraries of Iran experience

Electronic Library

Volumn 28, Issue 4, 2010, Pages 568-579

  Asemi, Asefeh ^a   Kazempour, Zahra ^b   Rizi, Hasan Ashrafi ^c  

^a UNIVERSITY OF ISFAHAN   (Iran)

^b PAYAME NOOR UNIVERSITY   (Iran)

^c ISFAHAN UNIVERSITY OF MEDICAL SCIENCES   (Iran)

Author keywords

Academic libraries; Customer satisfaction; Customer services quality; Iran

Indexed keywords

EID: 77956259361     PISSN: 02640473     EISSN: None     Source Type: Journal    
DOI: 10.1108/02640471011065382     Document Type: Article

References (8)

1. Calvert, P.J. (2001), International variations in measuring customer expectations, Library Trends, Vol.49, pp. 732-757
2. Cook, C. and Heath, F. (2001), Users perceptions of library service quality: a LibQUAL qualitative study, Library Trends, Vol.49 No.4, pp. 548-584
3. Cook, C., Heath, F. and Thompson, B. (2001), LibQUAL: service quality assessment in research libraries, IFLA Journal, Vol.4, pp. 264-268
4. Cook, C., Heath, F., Thompson, B. and Webster, D. (2003), LibQUAL: preliminary results from 2002, Performance Measurement and Metrics, Vol.4 No.1, pp. 38-47, available at: www. emeraldinsight.com/10.1108/14678040310471239
5. Nitecki, D.A. (1996), Changing the concept and measure of service quality in academic libraries, Journal of Academic Librarianship, Vol.22 No.3, pp. 181-191
6. Thompson, B., Cook, C. and Kyrillidou, M. (2006), Stability of library service quality benchmarking norms across time and cohorts: a LibQUALTM study, Asia-Pacific Conference of Library and Information Education and Practice, Singapore, available at: http://dlist.sir.arizona.edu/1360/01/08.Bruce-Thompson- pp52-60-.pdf
7. Thompson, B., Cook, C. and Thompson, R.L. (2002), Reliability and structure of LibQUAL scores: measuring perceived library service quality, Portal: Libraries and the Academy, Vol.2 No.1, pp. 3-12.
8. Thompson, B., Kyrillidou, M. and Cook, C. (2007), Library users service expectations: a LibQUAL(R) study of the range of what users will tolerate, 7th Northumbria International Conference on Performance Measurement in Libraries and Information Services, Stellenbosch, available at:.www.coe.tamu.edu/,bthompson/ zones.pdf