A New Culture of Assessment: Preliminary Report on the ARL SERVQUAL Survey

Cook, Colleen Heath, Fred Thompson, Bruce

IFLA Council and General Conference / .
(ReLIS:jul:juljin:6652)

Abstract:

Texas A&M University and the Association of Research Libraries (ARL) under the New Measures initiative is engaged in a project to evaluate service quality in research libraries using an augmented SERVQUAL instrument. In spring 2000, 13 ARL libraries in North America invited a random sample of students and faculty to take the survey through the web. The pilot project evaluates the efficacy of web-based survey instruments, and the augmented SERVQUAL protocol will be tested for its usefulness in measuring service quality from the user perspective in research libraries. The project plan will be discussed, and preliminary results reported from the administration of the survey to selected ARL libraries in spring 2000.

Creation: 2000
Keywords: Servicios bibliotecarios ; World wide web ; Bibliotecas de investigación ; Estados Unidos

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