LibQUAL Service Quality Assessment
LibQUAL+ is a standardized survey method for measuring library service quality from the user's point of view, built on the gap-analysis logic of the SERVQUAL instrument from marketing. For each survey item, users supply three ratings, the minimum service they would find acceptable, the service they desire, and the service they actually perceive, and the method computes gap scores from these: an adequacy gap (perceived minus minimum) and a superiority gap (perceived minus desired). The space between minimum and desired defines a zone of tolerance, and the analysis reveals which services fall below it, sit within it, or exceed it. Developed by Colleen Cook, Fred Heath, and Bruce Thompson under the Association of Research Libraries and validated across hundreds of institutions, LibQUAL+ organizes items into dimensions such as Affect of Service, Information Control, and Library as Place.
Dossier source
Citations copiées telles quelles du dossier source de la méthode. Aucune vérification au niveau de la revendication n'en est déduite.
- Cook, C., Heath, F., & Thompson, B. (2001). Users' Hierarchical Perspectives on Library Service Quality: A 'LibQUAL+' Study. College & Research Libraries, 62(2), 147-153. · DOI 10.5860/crl.62.2.147
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40. · URL
Revendications organisées
Revendications enregistrées dans le registre de preuves, chacune avec sa propre évaluation.
Cette vue n'invente pas d'évaluation de revendication lorsque le registre n'en contient aucune.
Méthodes apparentées
Généré à partir du graphe de méthodes et présenté comme des relations suggérées par la machine — aucune revendication de preuve n'est déduite.