Using National and International Score Norms as a Library Service Quality Benchmarking Tool
Year: 2024
Type: conference-paper
Abstract: There are three primary mechanisms for interpreting library service quality assessment scores.First, we can compare our scores for one year with the scores we obtained on the same measure in previous years.This is the ultimate form of benchmarking, because no one is more like us than us.Second, we can compare the Perception scores we received against ratings for both Minimally-Acceptable service scores and Desired service scores.The second set of two scores creates a "zone of tolerance" against which we can interpret users' service quality assessment ratings of Perceived service quality.Third, we can interpret the scores we receive against the scores of similar, peer institutions.Some library service quality assessment protocols (e.g., LibQUAL+®) allow libraries to
Authors: Thompson, Bruce, Cook, Colleen C., Kyrillidou, Martha
Language: English
Subfield: Library and Information Sciences
Field: Social Sciences
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W2280785716