Bibliographic Details
| Title: |
Item sampling in service quality assessment surveys to improve response rates and reduce respondent burden: The "LibQUAL® Lite" example. |
| Authors: |
Bruce Thompson, Martha Kyrillidou, Colleen Cook |
| Source: |
Performance Measurement & Metrics. Mar2009, Vol. 10 Issue 1, p6-16. 11p. |
| Subjects: |
Statistical sampling, Response rates, Respondents, Quality of service, Library user satisfaction, Library surveys, Acquisition of data, Library users, Surveys |
| Abstract: |
The article presents a study which discusses the use of matrix sampling in the improvement of response rates and reduction of respondent burden for service quality assessment surveys, wherein particular focus is given on the LibQUAL + ® Lite protocol. It says that library participants cannot be expected to respond to 100 and more items on a given service quality assessment protocol. It states that matrix sampling is a survey method, which collects data on all items without requiring every participant to react to every question. It mentions that greater completion rates were realized with the protocol. Moreover, it highlights that the data from the protocol might be the accurate representation of the views of all the library users. |
| Database: |
Engineering Source |
