Scaling for the LibQUAL+~(TM) Instrument: A comparison of desired, perceived and minimum expectation responses versus perceived only

摘要

The LibQUAL+~(TM) web-based protocol was recently completed by 20,416 participants representing 43 universities. The present study investigated whether the perceptions of participants randomly assigned the LibQUAL+~(TM) short form (target: 40% of respondents) were comparable to those of participants responding in all three response frameworks (minimally-acceptable service quality; perceived levels of service quality; and desired levels of service quality). Those who use, fund, and work in contemporary research libraries increasingly recognize that "A measure of library quality based solely on collections has become obsolete" (Nitecki, 1996, p. 181).This realization led the Association of Research Libraries (ARL), whose membership includes the largest 123 research libraries in North America, to initiate the "New Measures" program. One of these initiatives is the LibQUAL+~' research and development project (Cook & Heath, 2000; Cook, Heath & B.Thompson, 2000). The LibQUAL+~(TM) research and development project is an ARL/Texas A&M University joint effort.This project is also supported, in part, by a multi-year grant from the U.S. Department of Education's Fund for the Improvement of Post-Secondary Education (FIPSE).