An Analysis of the Ability of an Instrument to Measure Quality of Library Service and Library Success

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This study consisted of an examination of how service quality should be measured within libraries and how library service quality relates to library success. A modified version of the SERVQUAL instrument was evaluated to determine how effectively it measures library service quality. Instruments designed to measure information center success and information system success were evaluated to determine how effectively they measure library success and how they relate to SERVQUAL. A model of library success was developed to examine how library service quality relates to other variables associated with library success. Responses from 385 end users at two U.S. Army Corps ... continued below

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Landrum, Hollis T. December 1999.

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This dissertation is part of the collection entitled: UNT Theses and Dissertations and was provided by UNT Libraries to Digital Library, a digital repository hosted by the UNT Libraries. It has been viewed 714 times , with 5 in the last month . More information about this dissertation can be viewed below.

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  • Landrum, Hollis T., Jr.

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Description

This study consisted of an examination of how service quality should be measured within libraries and how library service quality relates to library success. A modified version of the SERVQUAL instrument was evaluated to determine how effectively it measures library service quality. Instruments designed to measure information center success and information system success were evaluated to determine how effectively they measure library success and how they relate to SERVQUAL. A model of library success was developed to examine how library service quality relates to other variables associated with library success. Responses from 385 end users at two U.S. Army Corps of Engineers libraries were obtained through a mail survey. Results indicate that library service quality is best measured with a performance-based version of SERVQUAL, and that measuring importance may be as critical as measuring expectations for management purposes. Results also indicate that library service quality is an important factor in library success and that library success is best measured with a combination of SERVQUAL and library success instruments. The findings have implications for the development of new instruments to more effectively measure library service quality and library success as well as for the development of new models of library service quality and library success.

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  • December 1999

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  • Sept. 24, 2007, 2 p.m.

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  • April 4, 2016, 4:15 p.m.

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Landrum, Hollis T. An Analysis of the Ability of an Instrument to Measure Quality of Library Service and Library Success, dissertation, December 1999; Denton, Texas. (digital.library.unt.edu/ark:/67531/metadc2245/: accessed July 27, 2017), University of North Texas Libraries, Digital Library, digital.library.unt.edu; .