STABILITY OF LIBRARY SERVICE QUALITY BENCHMARKING NORMS ACROSS TIME AND COHORTS: A LibQUAL+ TM STUDY

Colleen Cook · Martha Kyrillidou

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

Abstract

LibQUAL+TM is a web-administered library service quality assessment protocol that has been used around the world in hundreds of different types of libraries. Data have been collected from almost 500,000 library users. The protocol has been used in several language variations. The purpose of the present study is to characterize the stability of LibQUAL+TM score norms across both time and various user cohorts. Library staff may place more confidence in benchmarking conclusions if the stability of the score norms can be demonstrated.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria 1997On Great Service: A Framework for Action 2001Users' Perceptions of Library Service Quality: A LibQUAL+ Qualitative Study.2001Users’ Hierarchical Perspectives on Library Service Quality: A “LibQUAL+” Study 2001Psychometric Properties of Scores from the Web-Based LibQUAL+ Study of Perceptions of Library Service Quality 2005Concurrent Validity of LibQUAL+™ Scores: What Do LibQUAL+™ Scores Measure?2002Reliability and Structure of LibQUAL+ Scores: Measuring Perceived Library Service Quality

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2011Applying GRA and QFD to Improve Library Service Quality 2008Service quality in academic libraries: An analysis of LibQUAL+(TM) scores and institutional characteristics 2020How far are the public university libraries in Bangladesh meeting students' expectations? – An analysis of service quality through LibQUAL+ core items

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