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How you can evaluate the integrity of your library service quality assessment data: Intercontinental LibQUAL+® analyses used as concrete heuristic examples

Bruce Thompson (Texas A&M University, College Station, Texas, USA and Baylor College of Medicine, Houston, Texas, USA)
Martha Kyrillidou (Association of Research Libraries, Washington, DC, USA)
Colleen Cook (Texas A&M University, College Station, Texas, USA)

Performance Measurement and Metrics

ISSN: 1467-8047

Article publication date: 31 October 2008

1083

Abstract

Purpose

This paper aims to explain how the integrity or trustworthiness of library service quality assessment data can be evaluated. Using the metaphor of a bathroom scale, the paper also aims to present the ideas underlying score reliability and score validity in an accessible manner.

Design/methodology/approach

The use of the software, SPSS, to compute the related statistics is illustrated. LibQUAL+® data are used in heuristic examples, to make the discussion concrete, but the illustrations apply to both new and other measures of library service quality.

Findings

The paper suggests that assumptions about the quality of data should always be empirically checked whenever an attempt is made to characterize service quality.

Originality/value

This user‐friendly, conversational paper explains some of the more critical elements of service quality assessment.

Keywords

Citation

Thompson, B., Kyrillidou, M. and Cook, C. (2008), "How you can evaluate the integrity of your library service quality assessment data: Intercontinental LibQUAL+® analyses used as concrete heuristic examples", Performance Measurement and Metrics, Vol. 9 No. 3, pp. 202-215. https://doi.org/10.1108/14678040810928426

Publisher

:

Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited

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