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Reliability and Structure of LibQUAL+ Scores: Measuring Perceived Library Service Quality
- portal: Libraries and the Academy
- Johns Hopkins University Press
- Volume 2, Number 1, January 2002
- pp. 3-12
- 10.1353/pla.2002.0022
- Article
- Additional Information
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Abstract
LibQUAL+TM is a tool designed to measure user perceptions of service quality in academic libraries. This web-based protocol was recently completed by 20,416 participants representing forty-three universities. For the purposes of the present report these data were evaluated to address two research questions: (a) how reliable were the LibQUAL+TM scores?; and (b) what were the dimensions underlying user perceptions of library service quality? The second question focuses upon identifying the most appropriate scales to report LibQUAL+TM scores to librarians using the protocol to improve service quality.
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