What does the survey measure?
The survey instrument addresses three service quality dimensions that have been found to be valid in previous assessments of library services: Affect of Service, Library as Place, and Information Control. Each question has three parts that ask respondents to indicate:• the minimum level of service they will accept • desired level of service they expect • perceived level of service currently offered.This design will permit analysis of gaps between expectations, perception and the minimum acceptable level of service.
The survey instrument addresses three service quality dimensions that have been found to be valid in previous assessment of library services: affect of service, library as place, and Information control. Each question has three parts that ask respondents to indicate 1) the minimum service level they will accept, 2) the desired service level they expect, and 3) the perceived level of service currently provided. This design will permit analysis of gaps between expectations, perception, and minimum acceptance level of service.
The instrument addresses three service quality dimensions that have been found to be valid in previous assessments of library services: Affect of Service, Library as Place, Information Control. Each question has three parts that ask respondents to indicate (1) the minimum service level they will accept, (2) the desired service level they expect, and (3) the perceived level of service currently provided. This design will permit analysis of gaps between expectations, perception, and minimum acceptance level of service.
