A New Culture of Assessment: Preliminary Report on the ARL SERVQUAL Survey.

Abstract

Texas A&M University and the Association of Research Libraries (ARL) under the New Measures initiative are engaged in a project to evaluate service quality in research libraries using an augmented SERVQUAL instrument. In spring 2000, 13 ARL libraries in North America invited a random sample of students and faculty to take the survey through the World Wide Web. The pilot project evaluated the efficacy of Web-based survey instruments, and the augmented SERVQUAL protocol will be tested for its usefulness in measuring service quality from the user perspective in research libraries. This paper discusses the project plan and reports preliminary survey results. (Contains 12 references.) (Author/MES) Reproductions supplied by EDRS are the best that can be made from the original document. A New Culture of Assessment: Yreli...nterenCe Frogramme and Proceedings http://www.itla.org/1 V /Mann/papers/02o1 9e.ntm

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