Reliability and validity of servqual scores used to evaluate perceptions of library service quality

Kyrillidou, Martha; Thompson, Bruce

doi:10.1016/s0099-1333(00)00114-2

Cited by 122 publications

(64 citation statements)

References 14 publications

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“…20 However, the five dimensions presumed by the SERVQUAL developers have typically not been recovered in these applications. 21 And the authors' qualitative research has indicated that additional items must be added to the measure to represent some important dimensions of users' percep tions of library service quality.…”

Section: Discussionmentioning

confidence: 99%

Users’ Hierarchical Perspectives on Library Service Quality: A “LibQUAL+” Study

Kyrillidou

Heath

Thompson

2001

CRL

Self Cite

105

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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.n the history of many profesbaseball parlance. BA and ERA suffice as sions, careful research and rigmeasures of excellence in the sport. orous design have producedHuman health also has its overarching standards of measurement that higher-order measures. Since Stephen permit specialist and layman alike to achieve a perspective on performance. In baseball, the most statistically driven of all professional sports, batting average (BA) and earned run average (ERA) pro vide a benchmarking overview on all bat ters and pitchers in the history of the game. A .400 batting average is extraor dinary; a career ERA below 2.00 will cer tainly earn the achiever a niche in the Hall of Fame. And although underlying vari ables contribute to performance measures (bat speed, perhaps, and pitch velocity), those factors are not part of the common Hale's publication in 1733, blood pressure measurement has been a fundamental in dicator of human health. Although meth ods have improved in the aftermath of Hale's rather invasive methods of mea surement, pressure scores expressed as millimeters of mercury have become rec ognizable standards. A score of 120/70 expresses a desirable human condition the world over. Conversely, a score of 190/100 would be a measurement of considerable concern, although the search for causal factors could span a broad spectrum of possible contributors. 1As is the case with

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Section: Discussionmentioning

confidence: 99%

Users’ Hierarchical Perspectives on Library Service Quality: A “LibQUAL+” Study

Kyrillidou

Heath

Thompson

2001

CRL

Self Cite

105

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“…Yazar araştırmanın sonucunda Servqual ifadelerinde bazı değişiklikler yapılmıştır. Cook ve Thompson (2000) ise, Servqual ölçeğinin kütüphanelere uygulanmasından çıkan skorların güvenilirliğini ve geçerliliğini araştırmışlardır. Yazarlar, Servqual'in kütüphanelerde kullanımına ilişkin olarak iki araştırma sorusu belirlemişlerdir.…”

Section: Kütüphane Hizmet Kalitesi Araştırmalarıunclassified

“…- Cook ve Thompson (2000) çalışmasında ise hizmet ölçümünün zamana ve uygulanan gruplara göre farklılık göstereceğini belirtmişlerdir. Bu çalışmanın sonucunda ise özellikle yüksek öğretime yeni başlayanları kütüphaneyi aktif olarak kullandığı görülmüştür.…”

Section: Sonuç Ve öNeri̇lerunclassified

Hizmet Kalitesinin Servqual Ölçeği İle Ölçülmesi: Uşak Üniversitesi Merkez Kütüphanesi Üzerine Bir Araştırma

Can¹

2016

johut

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Öz GİRİŞGünümüzde hizmet kavramının önemi gittikçe artmakta ve bunun sonucu olarak çok fazla incelenmektedir. Hizmet, çıktılarının soyut olduğu, çok fazla alanda karşılaşılan, gelişime açık, süreklilik taşıyan, rekabetin yoğun olduğu çok boyutlu bir sektördür. Hizmetlerde standardı yakalamanın güçlüğü, üretim ve tüketimin eşzamanlı olması, performans değerlendirmesinin tüketicilerin algısına bağlı olması

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“…The dimensions measured by the SERVQUAL Index have since changed as more services and products have increasingly been offered via the Web. Nevertheless, most studies measured the web service quality by using the dimensions of SERVQUAL Index (Van Iwaarden, Van der Wiele, Ball and Millen, 2004;Caruana, Ewing and Ramaseshan, 2000;Cook and Thompson, 2000;Negash, Ryan and Igbaria, 2003).…”

Section: Literature Reviewmentioning

confidence: 99%

Service Quality of Web Information Systems

Tonta

Soydal

2010

Qualitative and Quantitative Methods in Libraries

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It is essential that web designers understand what users expect of web services, how they perceive service quality dimensions such as security, usability and information quality, and which ones they value the most. In this study, the users' service quality perceptions of two different web sites were investigated. Data were obtained from 1,900 users of web sites of a for-profit online bookstore and a not-forprofit national information center through the E-Qual Index that was administered online. Findings of the study indicate that users of both for-profit and not-for-profit web sites attach more importance to the "trust" and "quality of information" dimensions as web service quality indicators. Users' expectations should therefore be regularly measured to review the design and information structures of both for-profit and nonprofit web sites.

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Reliability and validity of servqual scores used to evaluate perceptions of library service quality

Cited by 122 publications

References 14 publications

Users’ Hierarchical Perspectives on Library Service Quality: A “LibQUAL+” Study

Users’ Hierarchical Perspectives on Library Service Quality: A “LibQUAL+” Study

Hizmet Kalitesinin Servqual Ölçeği İle Ölçülmesi: Uşak Üniversitesi Merkez Kütüphanesi Üzerine Bir Araştırma

Service Quality of Web Information Systems

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