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© Proceedings of the Ruhuna Quality Assurance Sessions 2021 (RUQAS 2021)
st
21 September 2021

For questionnaire 3, three factors had eigenvalues over Kaiser’s criterion of 1 and it explained
71.907% of the variance. Cronbach Alpha for each factor was well above the accepted level and

overall Coronbatch Alpha scored .883. Accordingly, cluster 1 represents the ‘Robust Strategy’

domain, cluster 2 represents the ‘Adaptive Design’ domain and cluster 3 represents the ‘Cohesive
Leadership’ domain of the construct. Table 3 explains the factor loadings of each item and the alpha

value of each factor.

For questionnaire 4, three factors had eigenvalues over Kaiser’s criterion of 1, and in combination, it
explained 73.56% of the variance. Overall Cronbach Alpha level was 0.831 which is well above the

accepted level. Item clustering confirmed factor 1 represents the ‘Service Affect’ domain, factor 2

represents the “Information Control Domain’ and factor 3 represents the ‘Library as Place domain as
in the original LibQUAL tool (Table 4).

Table 4: Facture structure of the service provider perception measuring questionnaire

Rotated Component Matrix
Survey Items Component
1 2 3
PQSA1 Employees of the library can still confide in users .865

PQSA2 Employees of the library give individual attention to .862
users

PQSA3 Our staff is always ready to respond to users’ questions .857
PQSA4 Our employees work with users in a caring fashion .829 .229

PQSA5 Employees of the library have the knowledge required to .789 .332
answer users’ questions

PQSA6 Employees of the library are reliable in handling users’ .778
service problems
PQSA7 Staff of the library is always courteous towards users .743 -.219 .200

PQSA8 Our employees have willingness to help users .724 -.213 .233
PQSA9 Library’s employees can properly understand the needs .671 -.168 .260

of users
PQIC10 Electronic resources of the library are accessible from -.125 .903 -.159
the user’s home or office

PQIC11 The library has made available easy-to-use access tools -.123 .881 -.127
that allow users to find things on their own

PQIC12 The library has a sufficient amount of electronic .871
information resources that users need

PQIC13 The library has modern equipment to let users easily .852
access needed information

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