LibQUAL+: One instrument in the new measures toolbox

Journal of Library Administration

Volumn 35, Issue 4, 2002, Pages 41-46

  Cook, Colleen ^a   Heath, Fred ^a   Thompson, Bruce ^a  

^a TEXAS A AND M UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 85011462897     PISSN: 01930826     EISSN: 15403564     Source Type: Journal    
DOI: 10.1300/J111v35n04_09     Document Type: Article

References (16)

1. 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 (Fall 1994): 201-230.
2. Colleen Cook and Fred Heath, “The ARL ‘LibQUAL+’ Pilot Project: An Update,” ARL: A Bimonthly Report on Research Library Issues and Actions from ARL, CNI, and SPARC no. 211 (August 2000): 12-14;
3. Colleen Cook and Fred Heath, “SERVQUAL and the Quest for New Measures,” ARL: A Bimonthly Report on Re-search Library Issues and Actions from ARL, CNI, and SPARC no. 207 (December 1999): 12-13.
4. Syed S. Andaleeb and Patience L. Simmonds, “Explaining User Satisfaction with Academic Libraries,” College and Research Libraries 59(March 1998): 156-167;
5. Vicki Coleman, Yi Xiao, Linda Bair, and Bill Chollett, “Toward a TQM Paradigm: Using SERVQUAL to Measure Library Service Quality,” College & Research Libraries 58 (May 1997): 237-251;
6. Susan Edwards and Mairead Browne, “Quality in Information Services: Do Users and Librarians Differ in Their Expectations?” Library & Information Science Research 17 (Spring 1995): 163-182;
7. Francoise Hebert, “The Quality of Interlibrary Borrowing Services in Large Urban Public Libraries in Canada (Ph.D. dissertation, University of Toronto, 1993);
8. Danuta A. Nitecki, An Assessment of the Applicability of SERVQUAL Dimensions as a Customer-based Criteria for Evaluating Quality of Services in an Academic Library (Ph.D. dissertation, University of Maryland, 1995).
9. Yvonna S. Lincoln and Egon G. Guba, Naturalistic Inquiry (Newbury Park: Sage, 1985), 232.
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. Christopher Antons, Miriam L. Fultz, and Bernard Asiu, “Undergraduate Perceptions of Survey Participation: Improving Response Rates and Validity” (Paper presented at the Association for Institutional Research Annual Forum, Minneapolis, May 1998).
12. Colleen Cook, Fred Heath, and Bruce Thompson, “ARL LibQUAL+ Pilot Project,” 2000.
13. Danuta Nitecki and Peter Hernon, “Measuring Service Quality at Yale University’s Libraries,” The Journal of Academic Librarianship 26, no. 4 (July 2000): 261.
14. John Schmid and John M. Leiman, “The Development of Hierarchical Factor Solutions,”Psychometrika 22 (1957): 53-61.
15. Colleen Cook, Fred Heath, and Bruce Thompson, “Users’ Hierarchical Perspectives on Library Service Quality: A ‘LibQUAL’ Study” (Unpublished manuscript, August 2000).
16. Clyde Hendrick and Susan Hendrick, “A Theory and Method of Love,” Journal of Personality and Social Psychology 50 (1990): 579.