Users' Hierarchical Perspectives on Library Service Quality: A 'LibQUAL+' Study.

The "LibQUAL+" diagnostic tool, product of the Association of Research Libraries (ARL), shows that although a single factor dominates user thinking about library service quality, all items in the survey suffuse this factor. Several first-order factors contribute unique information to the notion of service quality. As different users place varying degrees of importance on first-order factors, the utility of the hierarchical model is demonstrated. (Author/AEF)