Title: Reliability and validity of servqual scores used to evaluate perceptions of library service quality
Abstract: 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.
Publication Year: 2000
Publication Date: 2000-07-01
Language: en
Type: article
Indexed In: ['crossref']
Access and Citation
Cited By Count: 179
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