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

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Title: A New Culture of Assessment: Preliminary Report on the ARL SERVQUAL Survey.
Language: English
Authors: Cook, Colleen, Heath, Fr, Thompson, Bruce
Availability: For full text: http://www.ifla.org/IV/ifla66/papers/028-129e.htm.
Peer Reviewed: N
Page Count: 10
Publication Date: 2000
Document Type: Reports - Research
Speeches/Meeting Papers
Descriptors: Academic Libraries, Higher Education, Library Services, Research Libraries, Student Surveys, Teacher Surveys, User Satisfaction (Information), World Wide Web
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)
Entry Date: 2001
Accession Number: ED450746
Database: ERIC
FullText Text:
  Availability: 0
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  Data: A New Culture of Assessment: Preliminary Report on the ARL SERVQUAL Survey.
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  Data: For full text: http://www.ifla.org/IV/ifla66/papers/028-129e.htm.
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  Data: <searchLink fieldCode="DE" term="%22Academic+Libraries%22">Academic Libraries</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="%22Research+Libraries%22">Research Libraries</searchLink><br /><searchLink fieldCode="DE" term="%22Student+Surveys%22">Student Surveys</searchLink><br /><searchLink fieldCode="DE" term="%22Teacher+Surveys%22">Teacher Surveys</searchLink><br /><searchLink fieldCode="DE" term="%22User+Satisfaction+%28Information%29%22">User Satisfaction (Information)</searchLink><br /><searchLink fieldCode="DE" term="%22World+Wide+Web%22">World Wide Web</searchLink>
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  Data: 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)
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      – SubjectFull: Higher Education
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      – SubjectFull: Library Services
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      – SubjectFull: Research Libraries
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      – SubjectFull: Student Surveys
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