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

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.     

Engaging Pre-Service Teachers in Multinational, Multi-Campus Scientific and Mathematical Inquiry

Pre-service teachers from Texas and Indiana in the United States and from Queensland, Australia, observed the Moon for a semester and compared and contrasted their findings in asynchronous Internet discussion groups. The 188 pre-service teachers were required to conduct inquiry investigations for their methods coursework which included an initial Moon observation assignment, an Internet Moon discussion, and a final project. The Moon context was chosen for its motivating capability, its inherent interdisciplinary makeup, its inclusion in the National Science Education Standards, and its ability to be viewed worldwide. This study was of a mixed method research design and involved pre-service teachers’ journals, summative reflections, Internet discussions, final projects, and the Lunar Phases Concept Inventory (LPCI). Analysis of the qualitative data was conducted through the exploration of patterns and themes that illustrated pre-service teachers’ conceptual development, and the LPCI was administered as a pre/post assessment. We found that our project led to increased knowledge concerning the mathematics and science involved with understanding the Moon and its phases. We also found that it was beneficial to have Internet discussions with pre-service teachers from around the world, but it was not without its problems (e.g., coordinating schedules and lack of participation by some participants). We discovered that pre-service teachers’ exposure to the new uses of technology for teaching and learning did not necessarily translate to their planning to adopt similar techniques in their own classrooms.