2003/10/01 by Bruce Thompson, Colleen Cook
Business, Management and Accounting · Decision Sciences · Social Sciences · #Customer Service Quality and Loyalty #Digital Marketing and Social Media #Technology Adoption and User Behaviour
paper · doi:10.1086/603441
openalex publication_date 2003/10/01 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/30
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 (α1 = .95, α2 = .90) and comparability (rLong Form with Short Form #1 = .923, rLong 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.