The perceptions of library service questionnaire (PLSQ): The development of a reliable instrument to measure student perceptions of and satisfaction with quality of service in an academic library

Abstract

This paper describes the development of a reliable, short questionnaire (PLSQ) to measure student perceptions of and satisfaction with quality of service in an academic library. This formed part of a wider study to evaluate student awareness and use of library services and staff support. This included the simultaneous development of a ‘factual’ questionnaire and two small scale observational studies, backed up with ‘market research‐type’ interviews to evaluate the effectiveness of the ‘help desk’ and ease of use of the computer catalogue. A ‘triangulation’ technique was thus used to provide indirect evidence that the questionnaire was validly measuring user satisfaction. The results from the initial trial of the questionnaire are described and compared with relevant findings from the ‘factual’ questionnaire and the help desk study. Though two samples completed different questionnaires, the frequency results arc either in complete agreement or mutually supportive. The help desk study results are also supportive, again suggesting that the questionnaire is a valid measure. Following statistical analyses, the final sixteen item PLSQ emerged which produces internally consistent responses and which appears to measure satisfaction with staff helpfulness and physical conditions in the library and perceptions of ability to find information and knowledge of CD‐ROM and other services.