手法を比較

	LibQUAL Service Quality Assessment	Reference Transaction Analysis
分野	Library Information Science	Library Information Science
系統	Process / pipeline	Process / pipeline
提唱年	2001	1987
提唱者	Colleen Cook, Fred Heath, Bruce Thompson (LibQUAL+, ARL); building on Parasuraman, Zeithaml & Berry (SERVQUAL)	Marjorie Murfin & Gary Gugelchuk (WOREP); Bella Karr Gerlich & G. Lynn Berard (READ Scale)
種類	Gap-based survey pipeline for measuring perceived library service quality	Structured assessment pipeline characterizing reference transactions by effort and outcome
原典	Cook, C., Heath, F., & Thompson, B. (2001). Users' Hierarchical Perspectives on Library Service Quality: A 'LibQUAL+' Study. College & Research Libraries, 62(2), 147-153.	Murfin, M. E., & Gugelchuk, G. M. (1987). Development and Testing of a Reference Transaction Assessment Instrument. College & Research Libraries, 48(4), 314-338.
別名	LibQUAL+, Library Service Quality Survey, Gap Analysis of Library Service Quality, SERVQUAL for Libraries	READ Scale Analysis, WOREP Reference Evaluation, Reference Service Assessment, Reference Effort Assessment
関連	2	2
概要	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.	Reference transaction analysis evaluates a library's reference service by systematically characterizing individual reference encounters, both the effort and expertise they demand and whether they succeed. Two complementary instruments anchor the method. The READ Scale (Reference Effort Assessment Data), developed by Bella Karr Gerlich and G. Lynn Berard, replaces simple tally counts with a six-point scale that records the effort, knowledge, skills, and teaching a transaction requires, so that a quick directional question and a complex research consultation are no longer counted as equal. The Wisconsin-Ohio Reference Evaluation Program (WOREP), created by Marjorie Murfin and Gary Gugelchuk, is a standardized, validated instrument that captures both patron-reported success and the factors associated with successful and unsuccessful transactions. Together they turn reference statistics from raw counts into actionable evidence about quality, staffing, and training.