Performance Measurement and Metrics: Volume 10 Issue 1

Item sampling in service quality assessment surveys to improve response rates and reduce respondent burden: The “LibQUAL+® Lite” example

Bruce Thompson, Martha Kyrillidou, Colleen Cook

Survey researchers sometimes develop large pools of items about which they seek participants' views. As a general proposition, library participants cannot reasonably be expected…

Measuring service quality of a public university library in Bangladesh using SERVQUAL

S.M. Zabed Ahmed, Zahid Hossain Shoeb

The main aim of this paper is to report on an examination of the service quality of Dhaka University Library (DUL), a premier public university library in Bangladesh, from its…

Libraries, telecentres and cybercafés: An international study of public access information venues

Ricardo Gomez, Rucha Ambikar, Chris Coward

This paper aims to offer early insight into ongoing research comparing public access venues such as libraries, cybercafés and telecentres in 25 countries around the world.

The efficiency of Estonian central public libraries

Peep Miidla, Konrad Kikas

This paper sets out to describe the results of a four‐year‐long study into the efficiency of Estonian central public libraries.

Academic library benchmarking in The Netherlands: a comparative study

Henk Voorbij

This paper aims to describe some of the unique features of the Dutch academic library benchmarking system.

Editorial

Steve Thornton