TY  - CHAP
AB  - This study used confirmatory factor analysis to analyze the secondary data resulting from a service quality survey conducted by a large public library. The library outsourced the development of this survey, which was founded on the well-recognized SERVQUAL and LibQUAL+ service quality models. Applying structural equation modeling and recognized fit indexes to the secondary data, this study determined that the library model did not fit the data and that the data itself were neither reliable nor valid. This study developed a nine-step process for implementing the SERVQUAL model that enables the data derived from SERVQUAL-type implementations to provide superior information for decision making.
VL  - 26
SN  - 978-0-7623-1488-1, 978-1-84950-528-4/0732-0671
DO  - 10.1016/S0732-0671(08)00207-1
UR  - https://doi.org/10.1016/S0732-0671(08)00207-1
AU  - Patrick Green John
ED  - Edward D. Garten
ED  - Delmus E. Williams
ED  - James M. Nyce
ED  - Janine Golden
PY  - 2008
Y1  - 2008/01/01
TI  - Determining the reliability and validity of service quality scores in a public library context: A confirmatory approach
T2  - Advances in Library Administration and Organization
T3  - Advances in Library Administration and Organization
PB  - Emerald Group Publishing Limited
SP  - 317
EP  - 348
Y2  - 2024/04/25
ER  -