Document Type
Article
Version
postprint
Publication Date
5-2007
Abstract
This research paper outlines three analytic tools utilized in the analysis and interpretation of LibQUAL+™ quantitative data. D-M scores, value rankings, and split-file cross-tabulations were used to assess the service items from the 2004 LibQUAL+™ quantitative data.
We suggest that these tools provide a way to more easily utilize LibQUAL+™ results in taking actions and developing strategic plans designed to improve patrons’ perceptions of service quality. These tools also allow for the continuous evaluation of implemented plans. We discuss how these tools helped produce findings that were informative and in a format that decision makers could easily comprehend and utilize.
WMU ScholarWorks Citation
Dennis, Bradford W. and Bower, Tim, "How to Get More From Your Quantitative LibQUAL+™ Dataset: Making Results Practical" (2007). University Libraries Faculty & Staff Publications. 25.
https://scholarworks.wmich.edu/library_pubs/25
Published Citation
Tim Bower, & Bradford Dennis. (2007). How to get more from your quantitative LibQUAL+TM dataset: Making results practical. Performance Measurement & Metrics, 8(2), 110-126.