Report Meeting. Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom. Assessment.
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July 28, 2003
“The difficulty lies in trying to find a single model or set of simple indicators that can be used by different institutions, and that will compare something across large groups that is by definition only locally applicable—i.e., how well a library meets the needs of its institution. Librarians have either made do with oversimplified national data or have undertaken customized local evaluations of effectiveness, but there has not been devised an effective way to link the two.” Sarah Pritchard, Library Trends, 1996
Theory of Service Quality:SERVQUAL
….only customers judge quality;
all other judgments are essentially
Zeithaml, Parasuraman, Berry. (1999).
Delivering quality service. NY: The Free Press.
Each has 5 local questions added to the survey
7 Types of Institutions
Academic Health Sciences
College or University
StateRapid Growth in Other Areas
Total 308 128,958
American English 285 115,852
Colleges and Universities 221 98,206
Community Colleges 30 7,354
Academic Health Sciences 22 7,388
Military Institutions 6 1,697
Public and State Institutions 5 741
Academic Law Institutions 1 466
British English 20 11,919
Canadian French 2 416
Dutch English 1 771
ARL 66 31,479