Assessment of Customer Service in Academic Health Care Libraries (ACSAHL): An instrument for measuring customer service

J. E. Crossno, B. Berkins, N. Gotcher, J. L. Hill, M. McConoughey, M. Walters

Research output: Contribution to journalArticle

9 Citations (Scopus)

Abstract

Objectives: In a pilot study, the library had good results using SERVQUAL, a respected and often-used instrument for measuring customer satisfaction. The SERVQUAL instrument itself, however, received some serious and well-founded criticism from the respondents to our survey. The purpose of this study was to test the comparability of the results of SERVQUAL with a revised and shortened instrument modeled on SERVQUAL. The revised instrument, the Assessment of Customer Service in Academic Health Care Libraries (ACSAHL), was designed to better assess customer service in academic health care libraries. Methods: Surveys were sent to clients who had used the document delivery services at three academic medical libraries in Texas over the previous twelve to eighteen months. ACSAHL surveys were sent exclusively to clients at University of Texas (UT) Southwestern, while the client pools at the two other institutions were randomly divided and provided either SERVQUAL or ACSAHL surveys. Results: Results indicated that more respondents preferred the shorter ACSAHL instrument to the longer and more complex SERVQUAL instrument. Also, comparing the scores from both surveys indicated that ACSAHL elicited comparable results. Conclusions: ACSAHL appears to measure the same type of data in similar settings, but additional testing is recommended both to confirm the survey's results through data replication and to investigate whether the instrument applies to different service areas.

Original languageEnglish (US)
Pages (from-to)170-176
Number of pages7
JournalBulletin of the Medical Library Association
Volume89
Issue number2
StatePublished - Oct 30 2001

Fingerprint

Libraries
customer
health care
Delivery of Health Care
Library Surveys
Health Care Surveys
Medical Libraries
Surveys and Questionnaires
criticism

ASJC Scopus subject areas

  • Health Informatics

Cite this

Assessment of Customer Service in Academic Health Care Libraries (ACSAHL) : An instrument for measuring customer service. / Crossno, J. E.; Berkins, B.; Gotcher, N.; Hill, J. L.; McConoughey, M.; Walters, M.

In: Bulletin of the Medical Library Association, Vol. 89, No. 2, 30.10.2001, p. 170-176.

Research output: Contribution to journalArticle

Crossno, J. E. ; Berkins, B. ; Gotcher, N. ; Hill, J. L. ; McConoughey, M. ; Walters, M. / Assessment of Customer Service in Academic Health Care Libraries (ACSAHL) : An instrument for measuring customer service. In: Bulletin of the Medical Library Association. 2001 ; Vol. 89, No. 2. pp. 170-176.
@article{2b948648ebf142378aafc764898ff0cf,
title = "Assessment of Customer Service in Academic Health Care Libraries (ACSAHL): An instrument for measuring customer service",
abstract = "Objectives: In a pilot study, the library had good results using SERVQUAL, a respected and often-used instrument for measuring customer satisfaction. The SERVQUAL instrument itself, however, received some serious and well-founded criticism from the respondents to our survey. The purpose of this study was to test the comparability of the results of SERVQUAL with a revised and shortened instrument modeled on SERVQUAL. The revised instrument, the Assessment of Customer Service in Academic Health Care Libraries (ACSAHL), was designed to better assess customer service in academic health care libraries. Methods: Surveys were sent to clients who had used the document delivery services at three academic medical libraries in Texas over the previous twelve to eighteen months. ACSAHL surveys were sent exclusively to clients at University of Texas (UT) Southwestern, while the client pools at the two other institutions were randomly divided and provided either SERVQUAL or ACSAHL surveys. Results: Results indicated that more respondents preferred the shorter ACSAHL instrument to the longer and more complex SERVQUAL instrument. Also, comparing the scores from both surveys indicated that ACSAHL elicited comparable results. Conclusions: ACSAHL appears to measure the same type of data in similar settings, but additional testing is recommended both to confirm the survey's results through data replication and to investigate whether the instrument applies to different service areas.",
author = "Crossno, {J. E.} and B. Berkins and N. Gotcher and Hill, {J. L.} and M. McConoughey and M. Walters",
year = "2001",
month = "10",
day = "30",
language = "English (US)",
volume = "89",
pages = "170--176",
journal = "Journal of the Medical Library Association : JMLA",
issn = "1536-5050",
publisher = "Medical Library Association",
number = "2",

}

TY - JOUR

T1 - Assessment of Customer Service in Academic Health Care Libraries (ACSAHL)

T2 - An instrument for measuring customer service

AU - Crossno, J. E.

AU - Berkins, B.

AU - Gotcher, N.

AU - Hill, J. L.

AU - McConoughey, M.

AU - Walters, M.

PY - 2001/10/30

Y1 - 2001/10/30

N2 - Objectives: In a pilot study, the library had good results using SERVQUAL, a respected and often-used instrument for measuring customer satisfaction. The SERVQUAL instrument itself, however, received some serious and well-founded criticism from the respondents to our survey. The purpose of this study was to test the comparability of the results of SERVQUAL with a revised and shortened instrument modeled on SERVQUAL. The revised instrument, the Assessment of Customer Service in Academic Health Care Libraries (ACSAHL), was designed to better assess customer service in academic health care libraries. Methods: Surveys were sent to clients who had used the document delivery services at three academic medical libraries in Texas over the previous twelve to eighteen months. ACSAHL surveys were sent exclusively to clients at University of Texas (UT) Southwestern, while the client pools at the two other institutions were randomly divided and provided either SERVQUAL or ACSAHL surveys. Results: Results indicated that more respondents preferred the shorter ACSAHL instrument to the longer and more complex SERVQUAL instrument. Also, comparing the scores from both surveys indicated that ACSAHL elicited comparable results. Conclusions: ACSAHL appears to measure the same type of data in similar settings, but additional testing is recommended both to confirm the survey's results through data replication and to investigate whether the instrument applies to different service areas.

AB - Objectives: In a pilot study, the library had good results using SERVQUAL, a respected and often-used instrument for measuring customer satisfaction. The SERVQUAL instrument itself, however, received some serious and well-founded criticism from the respondents to our survey. The purpose of this study was to test the comparability of the results of SERVQUAL with a revised and shortened instrument modeled on SERVQUAL. The revised instrument, the Assessment of Customer Service in Academic Health Care Libraries (ACSAHL), was designed to better assess customer service in academic health care libraries. Methods: Surveys were sent to clients who had used the document delivery services at three academic medical libraries in Texas over the previous twelve to eighteen months. ACSAHL surveys were sent exclusively to clients at University of Texas (UT) Southwestern, while the client pools at the two other institutions were randomly divided and provided either SERVQUAL or ACSAHL surveys. Results: Results indicated that more respondents preferred the shorter ACSAHL instrument to the longer and more complex SERVQUAL instrument. Also, comparing the scores from both surveys indicated that ACSAHL elicited comparable results. Conclusions: ACSAHL appears to measure the same type of data in similar settings, but additional testing is recommended both to confirm the survey's results through data replication and to investigate whether the instrument applies to different service areas.

UR - http://www.scopus.com/inward/record.url?scp=8644272535&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=8644272535&partnerID=8YFLogxK

M3 - Article

C2 - 11337948

AN - SCOPUS:8644272535

VL - 89

SP - 170

EP - 176

JO - Journal of the Medical Library Association : JMLA

JF - Journal of the Medical Library Association : JMLA

SN - 1536-5050

IS - 2

ER -