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One of the two major ways of interpreting LibQUAL+[TM] data involves placing perceived service quality ratings within "zones of tolerance" defined as the distances between minimally-acceptable and desired service quality levels. This study compared zones of tolerance on the 25 LibQUAL+[TM] items across undergraduate, graduate student and faculty groups, and across institution types. Data were provided by 63,285 students and faculty. (Author/AEF)

Includes four articles that discuss LibQUAL+[TM], a collaborative effort of the Association of Research Libraries and Texas A&M University responding to the need for greater accountability in measuring the delivery of library services to research library users. Discusses the reliability of LibQUAL+[TM] scores in measuring perceived library service quality. (LRW)

Investigated the psychometric integrity of scores from the LibQUAL+ evaluation of perceived library service quality conducted by ARL (Association of Research Libraries). Examines score structure, score reliability, score correlation and concurrent validity coefficients, scale means, and scale standardized norms, and considers the potential of the LibQUAL+ protocol. (Author/LRW)

Describes a study of ARL (Association of Research Libraries) members called LibQUAL+ that identified users' perceptions of library service quality and measured gaps between expected service and perceived service. Discusses results of user interviews regarding information seeking behavior; self reliance; ubiquity and ease of access; and hours of operation and branch libraries. (LRW)

Explores the number of dimensions needed to measure users' perceptions of library service quality based on data from the ARL (Association of Research Libraries) LibQUAL+ project. Results were consistent with a view that a single set of scores is one reasonable way to characterize user perceptions of library service quality. (Author/LRW)

LibQUAL+ is a Web-delivered ’total market survey,’ a term used in the marketing literature for evaluations across an industry of customer expectations and perceptions of service quality. Because the number of items on surveys affects response rates, one goal of instrument development is to create short forms that maintain the reliability and validity of scores on the longer, original protocol. Using data from 20,416 randomly selected users from forty-three academic libraries gathered during the spring 2001 LibQUAL+ run, we examined two methods for developing thirteen-item LibQUAL+ short forms. Both short forms appear to yield scores with sufficient reliability (α1 = .95, α2 = .90) and comparability (ϒLong Form with Short Form #1 = .923, ϒLong Form with Short Form #2 = .981) to long-form scores that either short form may be useful in expeditiously assessing user perceptions. These scores may then be consulted as part of service improvement endeavors. [ABSTRACT FROM AUTHOR]

Discusses the Association of Research Libraries' pilot project on client assessment of library service quality using a modified version of the ServQUAL instrument called LibQUAL+. Participating academic libraries; Preparation of a customized front-end Web page for the general survey; Addition of two dimensions to the original ServQUAL instrument.

Discusses LibQUAL+, a performance assessment tool for research and academic libraries in the United States. Origins in the SERVQUAL instrument; Affect of service; Reliability; Library as place; Provision of physical collections; Access to information; User perception of library quality at multiple levels.

Presents results of Texas A&M University's experience administering SERVQUAL as a performance assessment tool for research and academic libraries in the United States. Measurement of the difference between customers' minimum expectations and their perceptions of those services as delivered; Five customer-valued dimensions of service.

The article discusses the findings of the cross-cultural study concerning the use of on-premise library information resources and Internet information gateway among undergraduates, graduates and post graduate students. It reveals that dual usage is high among undergraduates, however, faculty usage is low in North America. Dual usage is frequent in Great Britain, however it is least known in Sweden and South Africa due to efficient access of right digital collections in their languages. Furthermore, suggestions on how academic libraries meet institutional missions and cope up technology effects are presented.

The article studies the LibQAUL+TM, a protocol created to help librarians asses the quality of service provided to users through a total market survey that measures the service performance and evaluates user's perception on the service provided. It examines the survey conducted on 20 institutions of Texas A&M Libraries that provide valuable ideas on the nature of user perceptions. Tables of the result of the survey are presented, representing the means, standard deviations, and optional augmentation items scores with LibQUAL+TM subscale and total scores in the American English and British English samples.

Examines the reliability and structure of the library service quality measurement tool LibQUAL+. Use of the Web-based LibQUAL+ to measure user perceptions of service quality in academic libraries; Reliability of LibQUAL scores; Identification of the most appropriate scales to report LibQUAL+ scores to librarians using LibQUAL+ to improve service quality.

Examines the psychometric validity of LibQUAL+ scores which measure academic library service quality. High correlation between LibQUAL+ subscale and total scores with satisfaction scores in two independent subsamples; Less correlation between LibQUAL+ mean scores with institutional Association of Research Libraries Index scores.

Discusses score norms developed to help university librarians interpret LibQUAL+ scores with respect to typical profiles at other universities. Development of norms for both perceived service scores and gap scores; Identification of specific areas for improvement; Peer institutions from which superior service practices can be modeled.