Higher-order factor analytic perspectives on users' perceptions of library service quality

被引：21

作者：

Cook, C

Thompson, B

机构：

[1] Texas A&M Univ, College Stn, TX 77843 USA

[2] Baylor Coll Med, Houston, TX 77030 USA

来源：

LIBRARY & INFORMATION SCIENCE RESEARCH | 2000年 / 22卷 / 04期

关键词：

D O I：

10.1016/S0740-8188(00)00052-9

中图分类号：

G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];

学科分类号：

1205 ; 120501 ;

摘要：

The SERVQUAL measure was developed by Parasuraman, Berry, and Zeithaml (SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing, 64, 12-40) to measure perceptions of service quality, originally in the retailing sector. Libraries and other educational institutions, however are also service providers. Librarians, in particular, have recently become increasingly interested in measuring quality of service as the ultimate assessment of library performance, as against more traditional measures of performance such as mere counts of various holdings. The present study explored SERVQUAL score validity in the library service context using data from 596 users representing three user groups and measurement at three times over six years. Second-order factor analysis provided mixed results as regards the psychometric integrity of SERVQUAL scores applied within the library service context.

引用

页码：393 / 404

页数：12

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