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Measuring Perceptual (In)Congruence between Information Service Providers and Users
College & Research Libraries (2017)
  • Crystal Boyce
Library quality is no longer evaluated solely on the value of its collections as user perceptions of service quality play an increasingly important role in defining overall library value. This paper presents a retooling of the LibQUAL+ survey instrument, blending the gap measurement model with perceptual congruence model studies from information systems management research. The new survey instrument redefines service desk assessment by taking into consideration the perspectives of both service users and of service providers, in order for service providers to gain a more robust sense of service quality. 
  • user experience,
  • library design,
  • service design,
  • perceptual incongruence
Publication Date
May 1, 2017
Citation Information
Crystal Boyce. "Measuring Perceptual (In)Congruence between Information Service Providers and Users" College & Research Libraries (2017)
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Creative Commons license
Creative Commons License
This work is licensed under a Creative Commons CC_BY-NC International License.