Reliability and validity of SERVQUAL scores used to evaluate perceptions of library service quality

被引：100

作者：

Cook, C ^{[1
]}

Thompson, B

机构：

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

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

[3] Texas A&M Univ, Baylor Coll Med, College Stn, TX 77843 USA

来源：

JOURNAL OF ACADEMIC LIBRARIANSHIP | 2000年 / 26卷 / 04期

关键词：

D O I：

10.1016/S0099-1333(00)00114-2

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 study explores reliability and validity of scores from the SERVQUAL measurement protocol. Scores were highly reliable, but the five SERVQUAL dimensions were not recovered. As a result, the validity of the instrument as originally conceived may be questionable in the research library context. Comparisons to earlier SERVQUAL studies in academic libraries are drawn.

引用

页码：248 / 258

页数：11

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