Abstract
PurposeThis paper aims to explain how the integrity or trustworthiness of library service quality assessment data can be evaluated. Using the metaphor of a bathroom scale, the paper also aims to present the ideas underlying score reliability and score validity in an accessible manner.Design/methodology/approachThe use of the software, SPSS, to compute the related statistics is illustrated. LibQUAL+® data are used in heuristic examples, to make the discussion concrete, but the illustrations apply to both new and other measures of library service quality.FindingsThe paper suggests that assumptions about the quality of data should always be empirically checked whenever an attempt is made to characterize service quality.Originality/valueThis user‐friendly, conversational paper explains some of the more critical elements of service quality assessment.
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