Service Quality Assessment at the Nanjing Agricultural University Based on LibQUAL

ABSTRACTThe purpose of this study was to evaluate the service quality of Nanjing Agricultural University library in China based on LibQUAL, to improve the library service level. Based on the situation of Nanjing Agricultural University library, LibQUAL was modified for localization, and a new scale was created comprising four dimensions and twenty-two indexes. Subsequently, a service-quality questionnaire in paper format was designed. Finally, the service quality of Nanjing Agricultural University library was surveyed and assessed. This localization scale is suitable for the service-quality assessment of Nanjing Agricultural University library. Every new scale based on LibQUAL should be examined in terms of its reliability and validity. The new scale is helpful to other libraries. After modification, it should be suitable for other university libraries to assess their own service levels. This article reports on the detailed reliability and validity analysis of the scale and introduces importance–performan...