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- W264496810 abstract "The SERVQUAL measure was developed by A. Parasuraman, L. Berry, and V. Zeithaml (1988) to measure perceptions of service quality, originally in the retailing sector. However, libraries and other educational institutions are also service providers. Librarians in particular have increasingly become interested in measuring quality of service as the ultimate assessment of library performance, as against more traditional measures of performance such as counts of various holdings. This study explored SERVQUAL score validity in the library service context using data from 596 users representing 3 user groups with measurement at 3 times over 6 years. Second-order factor analysis provided mixed results with regard to the psychometric integrity of SERVQUAL scores applied within the library service context. (Contains 3 tables and 34 references.) (Author/SLD) Reproductions supplied by EDRS are the best that can be made from the original document. cookhigh.wp1 1/23/00 Higher-Order Factor Analysis as a Score Validity Evaluation Tool: An Example with a Measure of Perceptions of Library Service Quality Colleen Cook Bruce Thompson Texas A&M University PERMISSION TO REPRODUCE AND 0/ DISSEMINATE THIS MATERIAL HAS CNI BEEN GRANTED BY CO CD 11)004 pS On Ce) CD 2 TO THE EDUCATIONAL RESOURCES 1 INFORMATION CENTER (ERIC) Texas A&M University and Baylor College of Medicine U.S. DEPARTMENT OF EDUCATION Office of Educational Research and Improvement EDUCATIONAL RESOURCES INFORMATION CENTER (ERIC) This document has been reproduced as received from the person or organization originating it. Minor changes have been made to improve reproduction quality. Points of view or opinions stated in this document do not necessarily represent official OERI position or policy. Paper presented at the annual meeting of the Southwest Educational Research Association, Dallas, January 27, 2000." @default.
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- W264496810 title "Higher-Order Factor Analysis as a Score Validity Evaluation Tool: An Example with a Measure of Perceptions of Library Service Quality." @default.
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