LibQUAL+: Service Quality Assessment in Research Libraries

See: A. Parasuraman , Leonard L. Berry and Valarie A. Zeithaml. "SERVQUAL: A Multiple-Item Scale for Measuring Customer Perceptions of Service Quality ." Journal of Retailing 64, no. 1 (spring 1988): 12-40; A. Parasuraman , Leonard L. Berry and Valarie A. Zeithaml. "Refinement and Reassessment of the SERVQUAL Scale." Journal of Retailing 67, no. 4 (winter 1991): 420-450; A. Parasuraman , Valarie A. Zeithaml and Leonard L. Berry . "A Conceptual Model of Service Quality and Its Implications for Future Research." Journal of Marketing 49, no. 4 (fall 1985 ): 41-50; A. Parasuraman , Valarie A. Zeithaml and Leonard L. Berry . "Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria." Journal of Retailing 49, no. 3 (fall 1994 ): 201-230.

Valarie A. Zeithaml , A. Parasuraman and Leonard L. Berry , Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press, 1990. 16.

A. Parasuraman. "The SERVQUAL Model: Its Evolution and Current Status." Presentation: ARL Symposium on Measuring Service Quality. Washington, DC: October 20, 2000. Available Saturday, April 28, 2001 at: http://www.arl.org/libqual/events/oct2000msq/slides/parasuraman/sld001.htm; Leonard Berry. On Great Service: A Framework for Action . New York: The Free Press, 1995. 35.

D. Nitecki and P. Hernon. "Measuring Service Quality at Yale University's Libraries ." Journal of Academic Librarianship 26 (4), 259-273.

Colleen Cook , Fred Heath and Bruce Thompson. "A New Culture of Assessment: Preliminary Report of the ARL SERVQUAL Instrument" Proceedings, 66th IFLA Council and General Conference. Section on Statistics. Jerusalem, August 2000 . Available April 28, 2001 at: http://ifla:org/IV/ifla66/papers/028-129e.htm .

Colleen Cook and Fred Heath : "Users' Perceptions of Library Service Quality: a LibQUAL+ Qualitative Study." Library Trends (in press).

A. Parasuraman , Valarie A. Zeithaml and Leonard L. Berry , "Alternative Scales for Measuring Service Quality: a Comparative Assessment Based on Psychometric and Diagnostic Criteria." Journal of Retailing 49, no. 3 (fall 1994 ): 201-230.

Colleen Cook , Fred Heath and Bruce Thompson. "LibQUAL+: One Instrument in the New Measures Toolbox." ARL Newsletter: a Bimonthly Report on Research Libraiy Issues and Actions from ARL, CNI, and SPARC. October 2000: 212, 4-7; Colleen Cook , Fred Heath and Bruce Thompson. "Users' Hierarchical Perspectives on Library Service Quality: a LibQUAL+ Study." College and Research Libraries 2001: 62(2), 147-154.

Criteria for Accreditation: Commission on Colleges. Decatur, Georgia: Southern Association of Colleges and Schools. 1997. 54.

Phillip Calvert . "A Different Time, a Different Country: an Instrument for Measuring Service Quality in Singapore's Polytechnic Libraries ." Journal of Academic Librarianship, 1998 : 24 (4), 296-303; Phillip Calvert. "International Variations in Measuring Customer Expectations." Library Trends , 2001 (in press).

Cullen, R. "Perspectives on User Satisfaction Surveys." Library Trends, 2001 (in press).