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Reliability and Validity of SERVQUAL Scores Used To Evaluate Perceptions of Library Service Quality.

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Title: Reliability and Validity of SERVQUAL Scores Used To Evaluate Perceptions of Library Service Quality.
Language: English
Authors: Thompson, Bruce, Cook, Colleen
Peer Reviewed: N
Page Count: 37
Publication Date: 2000
Document Type: Reports - Research
Speeches/Meeting Papers
Descriptors: Evaluation Methods, Higher Education, Library Services, Measurement Techniques, Reliability, Scores, Surveys, Users (Information), Validity
Abstract: Research libraries are increasingly supplementing collection counts with perceptions of service quality as indices of status and productivity. The present study was undertaken to explore the reliability and validity of scores from the SERVQUAL measurement protocol (A. Parasuraman and others, 1991), which has previously been used in this type of application in libraries. The study involved collection of perceptions from 697 participants representing 4 different user groups and 3 different biannual surveys. Scores were highly reliable, but the five SERVQUAL dimensions suggested by SERVQUAL scoring keys were not recovered. Furthermore, different dimensions were recovered under three different frames of reference. (Contains 9 tables and 28 references.) (Author/SLD)
Entry Date: 2000
Accession Number: ED435671
Database: ERIC
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  – Url: https://eric.ed.gov/contentdelivery/servlet/ERICServlet?accno=ED435671
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PubType: Report
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  Data: Reliability and Validity of SERVQUAL Scores Used To Evaluate Perceptions of Library Service Quality.
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  Data: English
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  Data: <searchLink fieldCode="AR" term="%22Thompson%2C+Bruce%22">Thompson, Bruce</searchLink><br /><searchLink fieldCode="AR" term="%22Cook%2C+Colleen%22">Cook, Colleen</searchLink>
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  Data: N
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  Label: Page Count
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  Data: 37
– Name: DatePubCY
  Label: Publication Date
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  Data: 2000
– Name: TypeDocument
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  Data: Reports - Research<br />Speeches/Meeting Papers
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  Data: <searchLink fieldCode="DE" term="%22Evaluation+Methods%22">Evaluation Methods</searchLink><br /><searchLink fieldCode="DE" term="%22Higher+Education%22">Higher Education</searchLink><br /><searchLink fieldCode="DE" term="%22Library+Services%22">Library Services</searchLink><br /><searchLink fieldCode="DE" term="%22Measurement+Techniques%22">Measurement Techniques</searchLink><br /><searchLink fieldCode="DE" term="%22Reliability%22">Reliability</searchLink><br /><searchLink fieldCode="DE" term="%22Scores%22">Scores</searchLink><br /><searchLink fieldCode="DE" term="%22Surveys%22">Surveys</searchLink><br /><searchLink fieldCode="DE" term="%22Users+%28Information%29%22">Users (Information)</searchLink><br /><searchLink fieldCode="DE" term="%22Validity%22">Validity</searchLink>
– Name: Abstract
  Label: Abstract
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  Data: Research libraries are increasingly supplementing collection counts with perceptions of service quality as indices of status and productivity. The present study was undertaken to explore the reliability and validity of scores from the SERVQUAL measurement protocol (A. Parasuraman and others, 1991), which has previously been used in this type of application in libraries. The study involved collection of perceptions from 697 participants representing 4 different user groups and 3 different biannual surveys. Scores were highly reliable, but the five SERVQUAL dimensions suggested by SERVQUAL scoring keys were not recovered. Furthermore, different dimensions were recovered under three different frames of reference. (Contains 9 tables and 28 references.) (Author/SLD)
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  Data: 2000
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RecordInfo BibRecord:
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    Languages:
      – Text: English
    PhysicalDescription:
      Pagination:
        PageCount: 37
    Subjects:
      – SubjectFull: Evaluation Methods
        Type: general
      – SubjectFull: Higher Education
        Type: general
      – SubjectFull: Library Services
        Type: general
      – SubjectFull: Measurement Techniques
        Type: general
      – SubjectFull: Reliability
        Type: general
      – SubjectFull: Scores
        Type: general
      – SubjectFull: Surveys
        Type: general
      – SubjectFull: Users (Information)
        Type: general
      – SubjectFull: Validity
        Type: general
    Titles:
      – TitleFull: Reliability and Validity of SERVQUAL Scores Used To Evaluate Perceptions of Library Service Quality.
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            NameFull: Thompson, Bruce
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            NameFull: Cook, Colleen
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          Dates:
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              M: 01
              Type: published
              Y: 2000
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