theevanslibraryattexasamuniversityincollegestation（20页）.docVIP

SERVQUAL: A Client-based Approach to Developing Performance Indicators Colleen Cook, Vicki Coleman, and Fred Heath 3rd Northumbria International Conference on Performance Measurement in Libraries and Information Services, 27-31 August 1999 Abstract The Sterling C. Evans Libraries at Texas AM University administered the SERVQUAL survey to university users in 1995, 1997 and 1999. SERVQUAL is a gap model for assessing service quality. Reliability, or internal consistency, of scores for all three years was evaluated by computing Cronbach’s alpha coefficients, and construct validity was evaluated with a factor analysis. Specific issues of strategic interest for local library administrators are considered at the individual question level. Additionally, a specific analytical model, Six Sigma, is evaluated for its applicability for quantifying the gap. Future applications for the use of SERVQUAL in identifying best practices among research libraries are explored. SERVQUAL: A Client-based Approach to Developing Performance Indicators Colleen Cook, Vicki Coleman, and Fred Heath 3rd Northumbria International Conference on Performance Measurement in Libraries and Information Services, 27-31 August 1999 Background As the Academy of Marketing Science celebrated the 10th anniversary of SERVQUAL in 1998, Terry Grapentine, the symposium’s organizer, opened the meeting quoting Shakespeare’s Julius Caesar: “There is a tide in the affairs of men, which, taken at the flood, leads onto fortune. He explained: In the early 1980s, concerns about customer satisfaction and product quality became emerging tides in the affairs of industry and academia. And in the early 1980s, three academicians boarded their service quality boat and rode the tide. And what a ride they had. Their work not only spawned numerous articles, books, conference presentations, and consulting engagements, but also significantly affected how many organizations went about measuring service quality. (Gr