LibQUAL+: Service Quality Assessment in Research Libraries

Colleen Cook · Fred M. Heath · Russel L. Thompson

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Library Science and Information Literacy Library Science and Information Web and Library Services

Abstract

LibQUAL + est un projet de recherche et developpement nord-americain entrepris dans le cadre d'un partenariat entre l'Association de Bibliotheques de Recherche (ARL) et l'Universite A&M au Texas. Il a pour objectif de definir et de mesurer la qualite des services a travers les etablissements et de creer des outils d'evaluation de qualite utiles pour la planification locale. Cet instrument a grande echelle, base sur les techniques du web a ete developpe dans le contexte des pressions constantes que les bibliotheques ont actuellement pour arriver a des evaluations/estimations basees sur le revenu. Concue initialement pour bibliotheques de recherche en Amerique du Nord, une aide de 500 000 USD provenant du Fund for the Improvement of Post-Secondary Education (FIPSE) cherche a etendre son application a toutes les formes d'enseignement superieur. L'article aborde les outils et les plans permettant de perfectionner l'instrument pendant des phases successives, incluant le test de l'instrument dans d'autres contextes culturels.

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1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1991Refinement and reassessment of the SERVQUAL scale.1990Delivering quality service: balancing customer perceptions and expectations 1986Servqual : a multiple-item scale for measuring customer perceptions of service quality 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria 2001Users' Perceptions of Library Service Quality: A LibQUAL+ Qualitative Study.

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2022Mediating effects on the relationship between perceived service quality and public library app loyalty during the COVID-19 era 2003Complaining behavior of public library users in South Korea 2007Determining factors of academic library Web site usage 2003Two Short Forms of the LibQUAL+ Survey: Assessing Users' Perceptions of Library Service Quality 2007IDENTIFYING WHAT SERVICES NEED TO BE IMPROVED BY MEASURING THE LIBRARY’S PERFORMANCE 2005Scaling Users' Perceptions of Library Service Quality Using Item Response Theory: A LibQUAL+ TM Study

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