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# Two Short Forms of the LibQUAL+ Survey: Assessing Users' Perceptions of Library Service Quality

Bruce Thompson, Colleen Cook and Fred Heath
The Library Quarterly: Information, Community, Policy
Vol. 73, No. 4 (Oct., 2003), pp. 453-465
Stable URL: http://www.jstor.org/stable/4309686
Page Count: 13
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## Abstract

LibQUAL+ is a Web-delivered "total market survey," a term used in the marketing literature for evaluations across an industry of customer expectations and perceptions of service quality. Because the number of items on surveys affects response rates, one goal of instrument development is to create short forms that maintain the reliability and validity of scores on the longer, original protocol. Using data from 20,416 randomly selected users from forty-three academic libraries gathered during the spring 2001 Lib-QUAL+ run, we examined two methods for developing thirteen-item Lib-QUAL+ short forms. Both short forms appear to yield scores with sufficient reliability (α 1 = .95, α 2 = .90) and comparability ($r_{\text{Long Form with Short Form}\#1}$ = .923, $r_{\text{Long Form with Short Form}\#2}$ = .981) to long-form scores that either short form may be useful in expeditiously assessing user perceptions. These scores may then be consulted as part of service improvement endeavors.

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