Users' Hierarchical Perspectives on Library Service Quality : A "LibQUAL+" Study  

Oleh:

Cook, Colleen ; Thompson, Bruce ; Heath, Fred

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: College & Research Libraries vol. 62 no. 2 (Mar. 2001), page 147.
Topik: Library Service
Fulltext: CC23_62-02_Colleen Cook.pdf (1.21MB)

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Perpustakaan Pusat (Semanggi) Nomor Panggil: CC23.8 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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This study confirms that a single second-order factor is associated with the delivery of high-quality library services in a research university envi­ ronment. However, a hierarchical factor analysis also demonstrated that research library users simultaneously think about library quality at mul­ tiple levels. The LibQUAL+ diagnostic tool, a product of the ARL’s New Measures Initiative, shows that although a single factor dominates user thinking about library service quality, all of the items used in the survey suffuse this factor. Nevertheless, several first-order factors contribute important unique information to the notion of service quality. As different types of users place varying degrees of importance on the first-order factors, the utility of the hierarchical model is demonstrated. This study confirms that a single second-order factor is associated with the delivery of high-quality library services in a research university envi­ ronment. However, a hierarchical factor analysis also demonstrated that research library users simultaneously think about library quality at mul­ tiple levels. The LibQUAL+ diagnostic tool, a product of the ARL’s New Measures Initiative, shows that although a single factor dominates user thinking about library service quality, all of the items used in the survey suffuse this factor. Nevertheless, several first-order factors contribute important unique information to the notion of service quality. As different types of users place varying degrees of importance on the first-order factors, the utility of the hierarchical model is demonstrated.

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