2001/03/01 by Colleen Cook, Fred Heath, Bruce Thompson
Business, Management and Accounting · Decision Sciences · Social Sciences · #Customer Service Quality and Loyalty #Digital Marketing and Social Media #Technology Adoption and User Behaviour
paper · pdf · doi:10.5860/crl.62.2.147
crossref issued 2001/03/01 · crossref published 2001/03/01 · crossref published-online 2001/03/01 · openalex publication_date 2001/03/01 · crossref created 2014/06/04 · crossref deposited 2017/06/21 · openalex created_date 2025/10/10 · crossref indexed 2026/07/30 · openalex updated_date 2026/07/30
This study confirms that a single second-order factor is associated with the delivery of high-quality library services in a research university environment. However, a hierarchical factor analysis also demonstrated that research library users simultaneously think about library quality at multiple levels. The LibQUAL+ diagnostic tool, a product of the ARL’s New Measures Initiative, shows that although a single factor dominates user thinking about library service quality, all of the items used in the survey suffuse this factor. Nevertheless, several first-order factors contribute important unique information to the notion of service quality. As different types of users place varying degrees of importance on the first-order factors, the utility of the hierarchical model is demonstrated.