• Stability of library service quality benchmarking norms across time and cohorts: A LibQUAL+TM study

      Thompson, Bruce; Cook, Colleen; Kyrillidou, Martha; Khoo, C.; Singh, D.; Chaudhry, A.S. (School of Communication & Information, Nanyang Technological University, 2006)
      LibQUAL+TM is a web-administered library service quality assessment protocol that has been used around the world in hundreds of different types of libraries. Data have been collected from almost 500,000 library users. The protocol has been used in several language variations. The purpose of the present study is to characterize the stability of LibQUAL+TM score norms across both time and various user cohorts. Library staff may place more confidence in benchmarking conclusions if the stability of the score norms can be demonstrated.