What does the survey measure?

The instrument addresses three service quality dimensions that have been found to be valid in previous assessments of library services: Affect of Service, Library as Place, Information Control. Each question has three parts that ask respondents to indicate (1) the minimum service level they will accept, (2) the desired service level they expect, and (3) the perceived level of service currently provided. This design will permit analysis of gaps between expectations, perception, and minimum acceptance level of service. In addition, it will reveal which services are vital to our users, with the highest scores for desired level.