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width:534px;height:400px;font-size:16px;background-color:white;clip:rect(0%= , 101%, 101%, 0%); visibility:hidden'><p:slide coordsize=3D"720,540" colors=3D"#FFFFFF,#000000,#808080,#000000,#00CC99,#3333CC,#CCCCFF,#B2B2B2" masterhref=3D"master03.xml"> <p:shaperange href=3D"master03.xml#_x0000_s1025"/><![if !ppt]><p:shaperange href=3D"master03.xml#_x0000_s1028"/><p:shaperange href=3D"master03.xml#_x0000_s1029"/><![endif]><p:shaperange href=3D"master03.xml#_x0000_m1026"/><v:shape id=3D"_x0000_s10242" type=3D= "#_x0000_m1026" style=3D'position:absolute;left:54pt;top:1in;width:612pt;height:156pt'> <v:fill o:detectmouseclick=3D"f"/> <v:stroke o:forcedash=3D"f"/> <o:lock v:ext=3D"edit" text=3D"f"/> <p:placeholder type=3D"centerTitle"/></v:shape><p:shaperange href=3D"master03.xml#_x0000_m1027"/><v:shape id=3D"_x0000_s10243" type=3D= "#_x0000_m1027" style=3D'position:absolute;left:108pt;top:246pt;width:7in;height:270pt'> <v:fill o:detectmouseclick=3D"f"/> <v:stroke o:forcedash=3D"f"/> <o:lock v:ext=3D"edit" text=3D"f"/> <p:placeholder type=3D"subTitle" position=3D"1"/></v:shape> <div v:shape=3D"_x0000_s10242" class=3DCT><span style=3D'position:absolute; top:20.25%;left:2.99%;width:94.0%;height:7.5%'><span style=3D'font-size:82= %'><b>ARL SERVQUAL SURVEY PILOT<br> </b></span></span><span style=3D'position:absolute;top:28.25%;left:8.42%; width:83.14%;height:7.5%'><span style=3D'font-size:82%'><b>SPRING 2000</b>= </span></span></div> <div v:shape=3D"_x0000_s10243" class=3DCB> <div style=3D'position:absolute;top:46.75%;left:15.91%;width:68.16%;height= :6.75%'>RESULTS AND ANALYSIS </div> <span style=3D'position:absolute;top:55.25%;left:11.23%;width:77.71%;heigh= t: 6.75%'>UNIVERSITY OF WASHINGTON </span><span style=3D'position:absolute; top:62.25%;left:15.91%;width:68.16%;height:6.75%'>LIBRARIES </span> <div style=3D'position:absolute;top:70.75%;left:15.91%;width:68.16%;height= :6.75%'> </div> <div style=3D'position:absolute;top:78.5%;left:15.91%;width:68.16%;height:= 4.25%'><span style=3D'font-size:63%'>Prepared by Steve Hiller for </span></div> <div style=3D'position:absolute;top:84.0%;left:15.91%;width:68.16%;height:= 4.25%'><span style=3D'font-size:63%'>UW Libraries Information Meeting 8/18/00</span></d= iv> </div> </p:slide></div> </body> </html> ------=_NextPart_01C49FE0.B2B762B0 Content-Location: file:///C:/E989DC6C/SERVQUAL_files/slide0009.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" <html xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-microsoft-com:office:office" xmlns:p=3D"urn:schemas-microsoft-com:office:powerpoint" xmlns:oa=3D"urn:schemas-microsoft-com:office:activation" xmlns=3D"http://www.w3.org/TR/REC-html40"> <head> <meta http-equiv=3DContent-Type content=3D"text/html; charset=3Dus-ascii"> <meta name=3DProgId content=3DPowerPoint.Slide> <meta name=3DGenerator content=3D"Microsoft PowerPoint 10"> <link id=3DMain-File rel=3DMain-File href=3D"../SERVQUAL.htm"> <link 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masterhref=3D"master03.xml"> <p:shaperange href=3D"master03.xml#_x0000_s1025"/><![if !ppt]><p:shaperange href=3D"master03.xml#_x0000_s1028"/><p:shaperange href=3D"master03.xml#_x0000_s1029"/><![endif]><p:shaperange href=3D"master03.xml#_x0000_m1026"/><v:shape id=3D"_x0000_s12290" type=3D= "#_x0000_m1026" style=3D'position:absolute;left:54pt;top:48pt;width:612pt;height:90pt'> <v:fill o:detectmouseclick=3D"f"/> <v:stroke o:forcedash=3D"f"/> <o:lock v:ext=3D"edit" text=3D"f"/> <p:placeholder type=3D"title"/></v:shape><p:shaperange href=3D"master03.xml#_x0000_m1027"/><v:shape id=3D"_x0000_s12291" type=3D= "#_x0000_m1027" style=3D'position:absolute;left:54pt;top:156pt;width:612pt;height:324pt'> <v:fill o:detectmouseclick=3D"f"/> <v:stroke o:forcedash=3D"f"/> <o:lock v:ext=3D"edit" text=3D"f"/> <p:placeholder type=3D"body" position=3D"1"/></v:shape> <div v:shape=3D"_x0000_s12290" class=3DT style=3D'position:absolute;top:14= .0%; left:8.42%;width:83.14%;height:6.75%'><span style=3D'font-size:73%'><b>ARL OBJECTIVES</b></span></div> <div v:shape=3D"_x0000_s12291" class=3DB> <div style=3D'position:absolute;top:30.0%;left:8.42%;width:83.14%;height:6= .0%'><span style=3D'position:absolute;top:0%;left:4.5%;width:95.49%;height:100.0%'><s= pan style=3D'font-size:88%'><span class=3DBB style=3D'position:absolute;left:-= 4.71%'>•</span></span><span style=3D'font-size:88%'>1 of 5 ARL New Measures Initiatives </span></s= pan></div> <span style=3D'position:absolute;top:37.5%;left:12.17%;width:87.82%;height= :6.0%'><span style=3D'font-size:88%'><span class=3DBB style=3D'position:absolute;left:-= 4.26%'>•</span></span><span style=3D'font-size:88%'>Develop measures that better describe research </s= pan></span><span style=3D'position:absolute;top:43.75%;left:12.17%;width:79.4%;height:6.0%'= ><span style=3D'font-size:88%'>libraries and their services </span></span> <div style=3D'position:absolute;top:51.25%;left:8.42%;width:83.14%;height:= 6.0%'><span style=3D'position:absolute;top:0%;left:4.5%;width:95.49%;height:100.0%'><s= pan style=3D'font-size:88%'><span class=3DBB style=3D'position:absolute;left:-= 4.71%'>•</span></span><span style=3D'font-size:88%'>Measure outcomes in addition to inputs </span>= </span></div> <span style=3D'position:absolute;top:58.5%;left:12.17%;width:91.57%;height= :6.0%'><span style=3D'font-size:88%'><span class=3DBB style=3D'position:absolute;left:-= 4.08%'>•</span></span><span style=3D'font-size:88%'>Test application of the widely used SERVQUAL </spa= n></span><span style=3D'position:absolute;top:64.75%;left:12.17%;width:79.4%;height:6.0%'= ><span style=3D'font-size:88%'>instrument across different libraries </span>= </span> <div style=3D'position:absolute;top:72.25%;left:8.42%;width:83.14%;height:= 6.0%'><span style=3D'position:absolute;top:0%;left:4.5%;width:95.49%;height:100.0%'><s= pan style=3D'font-size:88%'><span class=3DBB style=3D'position:absolute;left:-= 4.71%'>•</span></span><span style=3D'font-size:88%'>Administer the survey through the Web </span><= /span></div> <div style=3D'position:absolute;top:79.75%;left:8.42%;width:87.26%;height:= 6.0%'><span style=3D'position:absolute;top:0%;left:4.29%;width:95.7%;height:100.0%'><s= pan style=3D'font-size:88%'><span class=3DBB style=3D'position:absolute;left:-= 4.48%'>•</span></span><span style=3D'font-size:88%'>Develop data that will identify best practices</sp= an></span></div> </div> </p:slide></div> </body> </html> ------=_NextPart_01C49FE0.B2B762B0 Content-Location: file:///C:/E989DC6C/SERVQUAL_files/slide0010.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" <html xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-microsoft-com:office:office" xmlns:p=3D"urn:schemas-microsoft-com:office:powerpoint" xmlns:oa=3D"urn:schemas-microsoft-com:office:activation" xmlns=3D"http://www.w3.org/TR/REC-html40"> <head> <meta http-equiv=3DContent-Type content=3D"text/html; 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width:534px;height:400px;font-size:16px;background-color:white;clip:rect(0%= , 101%, 101%, 0%); visibility:hidden'><p:slide coordsize=3D"720,540" colors=3D"#FFFFFF,#000000,#808080,#000000,#00CC99,#3333CC,#CCCCFF,#B2B2B2" masterhref=3D"master03.xml"> <p:shaperange href=3D"master03.xml#_x0000_s1025"/><![if !ppt]><p:shaperange href=3D"master03.xml#_x0000_s1028"/><p:shaperange href=3D"master03.xml#_x0000_s1029"/><![endif]><p:shaperange href=3D"master03.xml#_x0000_m1026"/><v:shape id=3D"_x0000_s13314" type=3D= "#_x0000_m1026" style=3D'position:absolute;left:54pt;top:48pt;width:612pt;height:90pt'> <v:fill o:detectmouseclick=3D"f"/> <v:stroke o:forcedash=3D"f"/> <o:lock v:ext=3D"edit" text=3D"f"/> <p:placeholder type=3D"title"/></v:shape><p:shaperange href=3D"master03.xml#_x0000_m1027"/><v:shape id=3D"_x0000_s13315" type=3D= "#_x0000_m1027" style=3D'position:absolute;left:54pt;top:156pt;width:612pt;height:324pt'> <v:fill o:detectmouseclick=3D"f"/> <v:stroke o:forcedash=3D"f"/> <o:lock v:ext=3D"edit" text=3D"f"/> <p:placeholder type=3D"body" position=3D"1"/></v:shape> <div v:shape=3D"_x0000_s13314" class=3DT style=3D'position:absolute;top:14= .0%; left:8.42%;width:83.14%;height:6.75%'><span style=3D'font-size:73%'><b>SER= VQUAL PILOT SURVEY</b></span></div> <div v:shape=3D"_x0000_s13315" class=3DB> <div style=3D'mso-line-spacing:"90 20 0";position:absolute;top:29.5%;left:= 8.42%; width:83.14%;height:6.0%'><span style=3D'position:absolute;top:0%;left:4.5= %; width:95.49%;height:100.0%'><span style=3D'font-size:88%'><span style=3D'mso-special-format:bullet;position:absolute;left:-4.71%'>•<= /span></span><span style=3D'font-size:88%'>Direction and support from Texas A&M </spa= n></span></div> <div style=3D'mso-line-spacing:"90 20 0"'><span style=3D'position:absolute; top:36.25%;left:12.17%;width:94.19%;height:6.0%'><span style=3D'font-size:= 88%'><span style=3D'mso-special-format:bullet;position:absolute;left:-3.97%'>•<= /span></span><span style=3D'font-size:88%'>Sample size of 600 faculty, 600 grad students, and= </span></span><span style=3D'position:absolute;top:42.0%;left:12.17%;width:79.4%;height:6.0%'>= <span style=3D'font-size:88%'>900 undergrads per institution. </span></span>= </div> <div style=3D'mso-line-spacing:"90 20 0"'><span style=3D'position:absolute; top:48.75%;left:12.17%;width:91.94%;height:6.0%'><span style=3D'font-size:= 88%'><span style=3D'mso-special-format:bullet;position:absolute;left:-4.07%'>•<= /span></span><span style=3D'font-size:88%'>41 questions asked covering traditional ServQual <= /span></span><span style=3D'position:absolute;top:54.25%;left:12.17%;width:79.4%;height:6.0%'= ><span style=3D'font-size:88%'>areas as: Assurance, Empathy, Reliability, </span>= </span><span style=3D'position:absolute;top:60.0%;left:12.17%;width:79.4%;height:6.0%'>= <span style=3D'font-size:88%'>Responsiveness and Tangibles.<span style=3D'mso-spacerun:yes'> </span>Two new </span></span><span style=3D'position:absolute;top:65.5%;left:12.17%;width:91.19%;height:6.0%'= ><span style=3D'font-size:88%'>dimensions added:<span style=3D'mso-spacerun:yes'>= </span>Collections, Library as Place </span></span></div> <div style=3D'mso-line-spacing:"90 20 0"'><span style=3D'position:absolute; top:72.5%;left:12.17%;width:92.13%;height:6.0%'><span style=3D'font-size:8= 8%'><span style=3D'mso-special-format:bullet;position:absolute;left:-4.06%'>•<= /span></span><span style=3D'font-size:88%'>Respondents answer each question by ranking on </s= pan></span><span style=3D'position:absolute;top:78.0%;left:12.17%;width:81.46%;height:6.0%'= ><span style=3D'font-size:88%'>scale of 1 to 9, their minimum, desired, and </spa= n></span><span style=3D'position:absolute;top:83.5%;left:12.17%;width:79.4%;height:6.0%'>= <span style=3D'font-size:88%'>perceived service levels.<span style=3D'mso-spacerun:yes'> </span> </span></span></div> <div style=3D'mso-line-spacing:"90 20 0";position:absolute;top:90.5%;left:= 8.42%; width:83.14%;height:6.0%'><span style=3D'mso-special-format:nobullet;displ= ay: none'>•</span><span style=3D'font-size:88%;mso-special-format:lastCR; display:none'> </span></div> </div> </p:slide></div> </body> </html> ------=_NextPart_01C49FE0.B2B762B0 Content-Location: file:///C:/E989DC6C/SERVQUAL_files/slide0008.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" <html xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-microsoft-com:office:office" xmlns:p=3D"urn:schemas-microsoft-com:office:powerpoint" xmlns:oa=3D"urn:schemas-microsoft-com:office:activation" xmlns=3D"http://www.w3.org/TR/REC-html40"> <head> <meta http-equiv=3DContent-Type content=3D"text/html; charset=3Dus-ascii"> <meta name=3DProgId content=3DPowerPoint.Slide> <meta name=3DGenerator content=3D"Microsoft PowerPoint 10"> <link id=3DMain-File rel=3DMain-File href=3D"../SERVQUAL.htm"> <link rel=3DPreview 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style=3D'position:absolute;left:366pt;top:156pt;width:300pt;height:324pt'> <v:fill o:detectmouseclick=3D"f"/> <v:stroke o:forcedash=3D"f"/> <o:lock v:ext=3D"edit" text=3D"f"/> <p:placeholder type=3D"body" position=3D"2" size=3D"half"/></v:shape> <div v:shape=3D"_x0000_s11266" class=3DT style=3D'position:absolute;top:14= .0%; left:8.42%;width:83.14%;height:6.75%'><span style=3D'font-size:73%'><b>12 = PILOT ARL LIBRARIES</b></span></div> <div v:shape=3D"_x0000_s11267" class=3DHB> <div style=3D'mso-line-spacing:"90 20 0";position:absolute;top:29.5%;left:= 8.42%; width:44.94%;height:6.0%'><span style=3D'position:absolute;top:0%;left:8.3= 3%; width:91.66%;height:100.0%'><span style=3D'mso-special-format:bullet;posit= ion: absolute;left:-9.09%'>•</span>University of Arizona </span></div> <div style=3D'mso-line-spacing:"90 20 0"'><span style=3D'position:absolute; top:36.25%;left:12.17%;width:36.14%;height:6.0%'><span style=3D'mso-specia= l-format: bullet;position:absolute;left:-10.36%'>•</span>University of </span>= <span style=3D'position:absolute;top:42.0%;left:12.17%;width:36.14%;height:6.0%'= >Connecticut </span></div> <div style=3D'mso-line-spacing:"90 20 0";position:absolute;top:48.75%; left:8.42%;width:39.88%;height:6.0%'><span style=3D'position:absolute; top:0%;left:9.38%;width:90.61%;height:100.0%'><span style=3D'mso-special-f= ormat: bullet;position:absolute;left:-10.36%'>•</span>UC Santa Barbara = </span></div> <div style=3D'mso-line-spacing:"90 20 0";position:absolute;top:55.5%;left:= 8.42%; width:45.69%;height:6.0%'><span style=3D'position:absolute;top:0%;left:8.1= 9%; width:91.8%;height:100.0%'><span style=3D'mso-special-format:bullet;positi= on: absolute;left:-8.92%'>•</span>University of Houston </span></div> <div style=3D'mso-line-spacing:"90 20 0";position:absolute;top:62.5%;left:= 8.42%; width:39.88%;height:6.0%'><span style=3D'position:absolute;top:0%;left:9.3= 8%; width:90.61%;height:100.0%'><span style=3D'mso-special-format:bullet;posit= ion: absolute;left:-10.36%'>•</span>Kansas University </span></div> <div style=3D'mso-line-spacing:"90 20 0";position:absolute;top:69.25%; left:8.42%;width:39.88%;height:6.0%'><span style=3D'position:absolute; top:0%;left:9.38%;width:90.61%;height:100.0%'><span style=3D'mso-special-f= ormat: bullet;position:absolute;left:-10.36%'>•</span>Michigan State </= span></div> <div style=3D'mso-line-spacing:"90 20 0"'><span style=3D'position:absolute; top:76.25%;left:12.17%;width:36.14%;height:6.0%'><span style=3D'mso-specia= l-format: bullet;position:absolute;left:-10.36%'>•</span>University of </span>= <span style=3D'position:absolute;top:81.75%;left:12.17%;width:36.14%;height:6.0%= '>Minnesota </span></div> <div style=3D'mso-line-spacing:"90 20 0";position:absolute;top:88.5%;left:= 8.42%; width:39.88%;height:6.0%'><span style=3D'position:absolute;top:0%;left:9.3= 8%; width:90.61%;height:100.0%'><span style=3D'visibility:hidden'><span style=3D'mso-special-format:bullet;position:absolute;left:-10.36%'>•= </span></span><span style=3D'mso-special-format:lastCR;display:none'> </span></span></div> </div> <div v:shape=3D"_x0000_s11268" class=3DHB> <div style=3D'position:absolute;top:30.0%;left:51.87%;width:39.88%;height:= 6.0%'><span style=3D'position:absolute;top:0%;left:9.38%;width:90.61%;height:100.0%'><= span class=3DHBB style=3D'position:absolute;left:-10.36%'>•</span>Pennsyl= vania </span></div> <span style=3D'position:absolute;top:37.5%;left:55.61%;width:36.14%;height= :6.0%'><span class=3DHBB style=3D'position:absolute;left:-10.36%'>•</span>Univers= ity of </span><span style=3D'position:absolute;top:43.75%;left:55.61%;width:36.14%;height:6.0%= '>Pittsburgh </span> <div style=3D'position:absolute;top:51.25%;left:51.87%;width:39.88%;height= :6.0%'><span style=3D'position:absolute;top:0%;left:9.38%;width:90.61%;height:100.0%'><= span class=3DHBB style=3D'position:absolute;left:-10.36%'>•</span>Virginia Tech </span></div> <span style=3D'position:absolute;top:58.5%;left:55.61%;width:36.14%;height= :6.0%'><span class=3DHBB style=3D'position:absolute;left:-10.36%'>•</span><b>Univ= ersity of </b></span><span style=3D'position:absolute;top:64.75%;left:55.61%; width:36.14%;height:6.0%'><b>Washington </b></span> <div style=3D'position:absolute;top:72.25%;left:51.87%;width:39.88%;height= :6.0%'><span style=3D'position:absolute;top:0%;left:9.38%;width:90.61%;height:100.0%'><= span class=3DHBB style=3D'position:absolute;left:-10.36%'>•</span>York Un= iversity </span></div> </div> </p:slide></div> </body> </html> ------=_NextPart_01C49FE0.B2B762B0 Content-Location: file:///C:/E989DC6C/SERVQUAL_files/slide0015.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" <html xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-microsoft-com:office:office" xmlns:p=3D"urn:schemas-microsoft-com:office:powerpoint" 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style=3D'position:absolute;left:-4.58%'>•</span></span><s= pan style=3D'font-size:88%'>Gap Model – Maximize difference between </sp= an></span><span style=3D'position:absolute;top:36.25%;left:12.17%;width:79.4%;height:6.0%'= ><span style=3D'font-size:88%'>customer expectation and perception </span></s= pan> <div style=3D'position:absolute;top:43.75%;left:8.42%;width:83.14%;height:= 6.0%'><span style=3D'position:absolute;top:0%;left:4.5%;width:95.49%;height:100.0%'><s= pan style=3D'font-size:88%;visibility:hidden'><span class=3DBB style=3D'positi= on:absolute; left:-4.71%'>•</span></span><span style=3D'font-size:88%;display:non= e'> </span></span></div> <span style=3D'position:absolute;top:51.25%;left:12.17%;width:85.95%;heigh= t: 6.0%'><span style=3D'font-size:88%'><span class=3DBB style=3D'position:abs= olute; left:-4.35%'>•</span></span><span style=3D'font-size:88%'>Service qu= ality is assessed by determining the </span></span><span style=3D'position:absol= ute; 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style=3D'font-size:88%'>Participate in ARL sponsored “Measuring Serv= ice </span></span><span style=3D'position:absolute;top:43.75%;left:12.17%;width:92.32%;height:6.0%= '><span style=3D'font-size:88%'>Quality” symposium, October in Washington DC= </span></span><span style=3D'position:absolute;top:51.25%;left:12.17%;width:91.01%;height:6.0%= '><span style=3D'font-size:88%'><span class=3DBB style=3D'position:absolute;left:-= 4.11%'>•</span></span><span style=3D'font-size:88%'>Participate in 2</span><span style=3D'font-size:58= %; position:relative;top:-.45em;mso-text-raise:30%'>nd</span><span style=3D'font-size:88%'><span style=3D'mso-spacerun:yes'> </span>LibQ= UAL+ pilot scheduled for </span></span><span style=3D'position:absolute;top:57.= 25%; left:12.17%;width:79.4%;height:6.0%'><span style=3D'font-size:88%'>Februar= y/March </span></span> <div style=3D'position:absolute;top:64.75%;left:8.42%;width:83.14%;height:= 6.0%'><span 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width:534px;height:400px;font-size:16px;background-color:white;clip:rect(0%= , 101%, 101%, 0%); visibility:hidden'><p:slide coordsize=3D"720,540" colors=3D"#FFFFFF,#000000,#808080,#000000,#00CC99,#3333CC,#CCCCFF,#B2B2B2" masterhref=3D"master03.xml"> <p:shaperange href=3D"master03.xml#_x0000_s1025"/><![if !ppt]><p:shaperange href=3D"master03.xml#_x0000_s1028"/><p:shaperange href=3D"master03.xml#_x0000_s1029"/><![endif]><p:shaperange href=3D"master03.xml#_x0000_m1026"/><v:shape id=3D"_x0000_s10242" type=3D= "#_x0000_m1026" style=3D'position:absolute;left:54pt;top:1in;width:612pt;height:156pt'> <v:fill o:detectmouseclick=3D"f"/> <v:stroke o:forcedash=3D"f"/> <o:lock v:ext=3D"edit" text=3D"f"/> <p:placeholder type=3D"centerTitle"/></v:shape><p:shaperange href=3D"master03.xml#_x0000_m1027"/><v:shape id=3D"_x0000_s10243" type=3D= "#_x0000_m1027" style=3D'position:absolute;left:108pt;top:246pt;width:7in;height:270pt'> <v:fill o:detectmouseclick=3D"f"/> <v:stroke o:forcedash=3D"f"/> <o:lock v:ext=3D"edit" text=3D"f"/> <p:placeholder type=3D"subTitle" position=3D"1"/></v:shape> <div v:shape=3D"_x0000_s10242" class=3DCT><span style=3D'position:absolute; top:20.25%;left:2.99%;width:94.0%;height:7.5%'><span style=3D'font-size:82= %'><b>ARL SERVQUAL SURVEY PILOT<br> </b></span></span><span style=3D'position:absolute;top:28.25%;left:8.42%; width:83.14%;height:7.5%'><span style=3D'font-size:82%'><b>SPRING 2000</b>= </span></span></div> <div v:shape=3D"_x0000_s10243" class=3DCB> <div style=3D'position:absolute;top:46.75%;left:15.91%;width:68.16%;height= :6.75%'>RESULTS AND ANALYSIS </div> <span style=3D'position:absolute;top:55.25%;left:11.23%;width:77.71%;heigh= t: 6.75%'>UNIVERSITY OF WASHINGTON </span><span style=3D'position:absolute; top:62.25%;left:15.91%;width:68.16%;height:6.75%'>LIBRARIES </span> <div style=3D'position:absolute;top:70.75%;left:15.91%;width:68.16%;height= :6.75%'> </div> <div style=3D'position:absolute;top:78.5%;left:15.91%;width:68.16%;height:= 4.25%'><span style=3D'font-size:63%'>Prepared by Steve Hiller for </span></div> <div style=3D'position:absolute;top:84.0%;left:15.91%;width:68.16%;height:= 4.25%'><span style=3D'font-size:63%'>UW Libraries Information Meeting 8/18/00</span></d= iv> </div> </p:slide></div> </body> </html> ------=_NextPart_01C49FE0.B2B762B0 Content-Location: file:///C:/E989DC6C/SERVQUAL_files/slide0009.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" <html xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-microsoft-com:office:office" xmlns:p=3D"urn:schemas-microsoft-com:office:powerpoint" xmlns:oa=3D"urn:schemas-microsoft-com:office:activation" xmlns=3D"http://www.w3.org/TR/REC-html40"> <head> <meta http-equiv=3DContent-Type content=3D"text/html; charset=3Dus-ascii"> <meta name=3DProgId content=3DPowerPoint.Slide> <meta name=3DGenerator content=3D"Microsoft PowerPoint 10"> <link id=3DMain-File rel=3DMain-File href=3D"../SERVQUAL.htm"> <link rel=3DPreview href=3Dpreview.wmf>  <title>SERVQUAL PILOT – PERCEIVED SERVICE LEVELS BY INSTITUTION</titl= e> <![if IE]> <base href=3D"file:///C:\E989DC6C\SERVQUAL_files\slide0009.htm" id=3D"webarch_temp_base_tag"> <![endif]> <meta name=3DDescription content=3D"9/21/2004: ARL OBJECTIVES"> <link rel=3DStylesheet href=3D"master03_stylesheet.css"> <![if !ppt]> <style media=3Dprint>  </style> <script src=3Dscript.js></script><script></script><![endif]><o:shapelayout v:ext=3D"edit"> <o:idmap v:ext=3D"edit" data=3D"7,12"/> </o:shapelayout> </head> <body lang=3DEN-US style=3D'margin:0px;background-color:black' onclick=3D"DocumentOnClick()" onresize=3D"_RSW()" onload=3D"LoadSld()" onkeypress=3D"_KPH()"> <div id=3DSlideObj class=3Dsld style=3D'position:absolute;top:0px;left:0px; width:534px;height:400px;font-size:16px;background-color:white;clip:rect(0%= , 101%, 101%, 0%); visibility:hidden'><p:slide coordsize=3D"720,540" colors=3D"#FFFFFF,#000000,#808080,#000000,#00CC99,#3333CC,#CCCCFF,#B2B2B2" masterhref=3D"master03.xml"> <p:shaperange href=3D"master03.xml#_x0000_s1025"/><![if !ppt]><p:shaperange href=3D"master03.xml#_x0000_s1028"/><p:shaperange href=3D"master03.xml#_x0000_s1029"/><![endif]><p:shaperange href=3D"master03.xml#_x0000_m1026"/><v:shape id=3D"_x0000_s12290" type=3D= "#_x0000_m1026" style=3D'position:absolute;left:54pt;top:48pt;width:612pt;height:90pt'> <v:fill o:detectmouseclick=3D"f"/> <v:stroke o:forcedash=3D"f"/> <o:lock v:ext=3D"edit" text=3D"f"/> <p:placeholder type=3D"title"/></v:shape><p:shaperange href=3D"master03.xml#_x0000_m1027"/><v:shape id=3D"_x0000_s12291" type=3D= "#_x0000_m1027" style=3D'position:absolute;left:54pt;top:156pt;width:612pt;height:324pt'> <v:fill o:detectmouseclick=3D"f"/> <v:stroke o:forcedash=3D"f"/> <o:lock v:ext=3D"edit" text=3D"f"/> <p:placeholder type=3D"body" position=3D"1"/></v:shape> <div v:shape=3D"_x0000_s12290" class=3DT style=3D'position:absolute;top:14= .0%; left:8.42%;width:83.14%;height:6.75%'><span style=3D'font-size:73%'><b>ARL OBJECTIVES</b></span></div> <div v:shape=3D"_x0000_s12291" class=3DB> <div style=3D'position:absolute;top:30.0%;left:8.42%;width:83.14%;height:6= .0%'><span style=3D'position:absolute;top:0%;left:4.5%;width:95.49%;height:100.0%'><s= pan style=3D'font-size:88%'><span class=3DBB style=3D'position:absolute;left:-= 4.71%'>•</span></span><span style=3D'font-size:88%'>1 of 5 ARL New Measures Initiatives </span></s= pan></div> <span style=3D'position:absolute;top:37.5%;left:12.17%;width:87.82%;height= :6.0%'><span style=3D'font-size:88%'><span class=3DBB style=3D'position:absolute;left:-= 4.26%'>•</span></span><span style=3D'font-size:88%'>Develop measures that better describe research </s= pan></span><span style=3D'position:absolute;top:43.75%;left:12.17%;width:79.4%;height:6.0%'= ><span style=3D'font-size:88%'>libraries and their services </span></span> <div style=3D'position:absolute;top:51.25%;left:8.42%;width:83.14%;height:= 6.0%'><span style=3D'position:absolute;top:0%;left:4.5%;width:95.49%;height:100.0%'><s= pan style=3D'font-size:88%'><span class=3DBB style=3D'position:absolute;left:-= 4.71%'>•</span></span><span style=3D'font-size:88%'>Measure outcomes in addition to inputs </span>= </span></div> <span style=3D'position:absolute;top:58.5%;left:12.17%;width:91.57%;height= :6.0%'><span style=3D'font-size:88%'><span class=3DBB style=3D'position:absolute;left:-= 4.08%'>•</span></span><span style=3D'font-size:88%'>Test application of the widely used SERVQUAL </spa= n></span><span style=3D'position:absolute;top:64.75%;left:12.17%;width:79.4%;height:6.0%'= ><span style=3D'font-size:88%'>instrument across different libraries </span>= </span> <div style=3D'position:absolute;top:72.25%;left:8.42%;width:83.14%;height:= 6.0%'><span style=3D'position:absolute;top:0%;left:4.5%;width:95.49%;height:100.0%'><s= pan style=3D'font-size:88%'><span class=3DBB style=3D'position:absolute;left:-= 4.71%'>•</span></span><span style=3D'font-size:88%'>Administer the survey through the Web </span><= /span></div> <div style=3D'position:absolute;top:79.75%;left:8.42%;width:87.26%;height:= 6.0%'><span style=3D'position:absolute;top:0%;left:4.29%;width:95.7%;height:100.0%'><s= pan style=3D'font-size:88%'><span class=3DBB style=3D'position:absolute;left:-= 4.48%'>•</span></span><span style=3D'font-size:88%'>Develop data that will identify best practices</sp= an></span></div> </div> </p:slide></div> </body> </html> ------=_NextPart_01C49FE0.B2B762B0 Content-Location: file:///C:/E989DC6C/SERVQUAL_files/slide0010.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" <html xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-microsoft-com:office:office" xmlns:p=3D"urn:schemas-microsoft-com:office:powerpoint" xmlns:oa=3D"urn:schemas-microsoft-com:office:activation" xmlns=3D"http://www.w3.org/TR/REC-html40"> <head> <meta http-equiv=3DContent-Type content=3D"text/html; charset=3Dus-ascii"> <meta name=3DProgId content=3DPowerPoint.Slide> <meta name=3DGenerator content=3D"Microsoft PowerPoint 10"> <link id=3DMain-File rel=3DMain-File href=3D"../SERVQUAL.htm"> <link rel=3DPreview href=3Dpreview.wmf>  <title>SERVQUAL PILOT – PERCEIVED SERVICE LEVELS BY INSTITUTION</titl= e> <![if IE]> <base href=3D"file:///C:\E989DC6C\SERVQUAL_files\slide0010.htm" id=3D"webarch_temp_base_tag"> <![endif]> <meta name=3DDescription content=3D"9/21/2004: SERVQUAL PILOT SURVEY"> <link rel=3DStylesheet href=3D"master03_stylesheet.css"> <![if !ppt]> <style media=3Dprint>  </style> <script src=3Dscript.js></script><script></script><![endif]><o:shapelayout v:ext=3D"edit"> <o:idmap v:ext=3D"edit" data=3D"5,13"/> </o:shapelayout> </head> <body lang=3DEN-US style=3D'margin:0px;background-color:black' onclick=3D"DocumentOnClick()" onresize=3D"_RSW()" onload=3D"LoadSld()" onkeypress=3D"_KPH()"> <div id=3DSlideObj class=3Dsld style=3D'position:absolute;top:0px;left:0px; width:534px;height:400px;font-size:16px;background-color:white;clip:rect(0%= , 101%, 101%, 0%); visibility:hidden'><p:slide coordsize=3D"720,540" colors=3D"#FFFFFF,#000000,#808080,#000000,#00CC99,#3333CC,#CCCCFF,#B2B2B2" masterhref=3D"master03.xml"> <p:shaperange href=3D"master03.xml#_x0000_s1025"/><![if !ppt]><p:shaperange href=3D"master03.xml#_x0000_s1028"/><p:shaperange href=3D"master03.xml#_x0000_s1029"/><![endif]><p:shaperange href=3D"master03.xml#_x0000_m1026"/><v:shape id=3D"_x0000_s13314" type=3D= "#_x0000_m1026" style=3D'position:absolute;left:54pt;top:48pt;width:612pt;height:90pt'> <v:fill o:detectmouseclick=3D"f"/> <v:stroke o:forcedash=3D"f"/> <o:lock v:ext=3D"edit" text=3D"f"/> <p:placeholder type=3D"title"/></v:shape><p:shaperange href=3D"master03.xml#_x0000_m1027"/><v:shape id=3D"_x0000_s13315" type=3D= "#_x0000_m1027" style=3D'position:absolute;left:54pt;top:156pt;width:612pt;height:324pt'> <v:fill o:detectmouseclick=3D"f"/> <v:stroke o:forcedash=3D"f"/> <o:lock v:ext=3D"edit" text=3D"f"/> <p:placeholder type=3D"body" position=3D"1"/></v:shape> <div v:shape=3D"_x0000_s13314" class=3DT style=3D'position:absolute;top:14= .0%; left:8.42%;width:83.14%;height:6.75%'><span style=3D'font-size:73%'><b>SER= VQUAL PILOT SURVEY</b></span></div> <div v:shape=3D"_x0000_s13315" class=3DB> <div style=3D'mso-line-spacing:"90 20 0";position:absolute;top:29.5%;left:= 8.42%; width:83.14%;height:6.0%'><span style=3D'position:absolute;top:0%;left:4.5= %; width:95.49%;height:100.0%'><span style=3D'font-size:88%'><span style=3D'mso-special-format:bullet;position:absolute;left:-4.71%'>•<= /span></span><span style=3D'font-size:88%'>Direction and support from Texas A&M </spa= n></span></div> <div style=3D'mso-line-spacing:"90 20 0"'><span style=3D'position:absolute; top:36.25%;left:12.17%;width:94.19%;height:6.0%'><span style=3D'font-size:= 88%'><span style=3D'mso-special-format:bullet;position:absolute;left:-3.97%'>•<= /span></span><span style=3D'font-size:88%'>Sample size of 600 faculty, 600 grad students, and= </span></span><span style=3D'position:absolute;top:42.0%;left:12.17%;width:79.4%;height:6.0%'>= <span style=3D'font-size:88%'>900 undergrads per institution. </span></span>= </div> <div style=3D'mso-line-spacing:"90 20 0"'><span style=3D'position:absolute; top:48.75%;left:12.17%;width:91.94%;height:6.0%'><span style=3D'font-size:= 88%'><span style=3D'mso-special-format:bullet;position:absolute;left:-4.07%'>•<= /span></span><span style=3D'font-size:88%'>41 questions asked covering traditional ServQual <= /span></span><span style=3D'position:absolute;top:54.25%;left:12.17%;width:79.4%;height:6.0%'= ><span style=3D'font-size:88%'>areas as: Assurance, Empathy, Reliability, </span>= </span><span style=3D'position:absolute;top:60.0%;left:12.17%;width:79.4%;height:6.0%'>= <span style=3D'font-size:88%'>Responsiveness and Tangibles.<span style=3D'mso-spacerun:yes'> </span>Two new </span></span><span style=3D'position:absolute;top:65.5%;left:12.17%;width:91.19%;height:6.0%'= ><span style=3D'font-size:88%'>dimensions added:<span style=3D'mso-spacerun:yes'>= </span>Collections, Library as Place </span></span></div> <div style=3D'mso-line-spacing:"90 20 0"'><span style=3D'position:absolute; top:72.5%;left:12.17%;width:92.13%;height:6.0%'><span style=3D'font-size:8= 8%'><span style=3D'mso-special-format:bullet;position:absolute;left:-4.06%'>•<= /span></span><span style=3D'font-size:88%'>Respondents answer each question by ranking on </s= pan></span><span style=3D'position:absolute;top:78.0%;left:12.17%;width:81.46%;height:6.0%'= ><span style=3D'font-size:88%'>scale of 1 to 9, their minimum, desired, and </spa= n></span><span style=3D'position:absolute;top:83.5%;left:12.17%;width:79.4%;height:6.0%'>= <span style=3D'font-size:88%'>perceived service levels.<span style=3D'mso-spacerun:yes'> </span> </span></span></div> <div style=3D'mso-line-spacing:"90 20 0";position:absolute;top:90.5%;left:= 8.42%; width:83.14%;height:6.0%'><span style=3D'mso-special-format:nobullet;displ= ay: none'>•</span><span style=3D'font-size:88%;mso-special-format:lastCR; display:none'> </span></div> </div> </p:slide></div> </body> </html> ------=_NextPart_01C49FE0.B2B762B0 Content-Location: file:///C:/E989DC6C/SERVQUAL_files/slide0008.htm Content-Transfer-Encoding: quoted-printable Content-Type: text/html; charset="us-ascii" <html xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-microsoft-com:office:office" xmlns:p=3D"urn:schemas-microsoft-com:office:powerpoint" xmlns:oa=3D"urn:schemas-microsoft-com:office:activation" xmlns=3D"http://www.w3.org/TR/REC-html40"> <head> <meta http-equiv=3DContent-Type content=3D"text/html; charset=3Dus-ascii"> <meta name=3DProgId content=3DPowerPoint.Slide> <meta name=3DGenerator content=3D"Microsoft PowerPoint 10"> <link id=3DMain-File rel=3DMain-File href=3D"../SERVQUAL.htm"> <link rel=3DPreview href=3Dpreview.wmf>  <title>SERVQUAL PILOT – PERCEIVED SERVICE LEVELS BY INSTITUTION</titl= e> <![if IE]> <base href=3D"file:///C:\E989DC6C\SERVQUAL_files\slide0008.htm" id=3D"webarch_temp_base_tag"> <![endif]> <meta name=3DDescription content=3D"9/21/2004: 12 PILOT ARL LIBRARIES"> <link rel=3DStylesheet href=3D"master03_stylesheet.css"> <![if !ppt]> <style media=3Dprint>  </style> <script src=3Dscript.js></script><script></script><![endif]><o:shapelayout v:ext=3D"edit"> <o:idmap v:ext=3D"edit" data=3D"9,11"/> </o:shapelayout> </head> <body lang=3DEN-US style=3D'margin:0px;background-color:black' onclick=3D"DocumentOnClick()" onresize=3D"_RSW()" onload=3D"LoadSld()" onkeypress=3D"_KPH()"> <div id=3DSlideObj class=3Dsld style=3D'position:absolute;top:0px;left:0px; width:534px;height:400px;font-size:16px;background-color:white;clip:rect(0%= , 101%, 101%, 0%); visibility:hidden'><p:slide coordsize=3D"720,540" colors=3D"#FFFFFF,#000000,#808080,#000000,#00CC99,#3333CC,#CCCCFF,#B2B2B2" masterhref=3D"master03.xml"> <p:shaperange href=3D"master03.xml#_x0000_s1025"/><![if !ppt]><p:shaperange href=3D"master03.xml#_x0000_s1028"/><p:shaperange href=3D"master03.xml#_x0000_s1029"/><![endif]><p:shaperange href=3D"master03.xml#_x0000_m1026"/><v:shape id=3D"_x0000_s11266" type=3D= "#_x0000_m1026" style=3D'position:absolute;left:54pt;top:48pt;width:612pt;height:90pt'> <v:fill o:detectmouseclick=3D"f"/> <v:stroke o:forcedash=3D"f"/> <o:lock v:ext=3D"edit" text=3D"f"/> <p:placeholder type=3D"title"/></v:shape><p:shaperange href=3D"master03.xml#_x0000_m1027"/><v:shape id=3D"_x0000_s11267" type=3D= "#_x0000_m1027" style=3D'position:absolute;left:54pt;top:156pt;width:300pt;height:324pt'> <v:fill o:detectmouseclick=3D"f"/> <v:stroke o:forcedash=3D"f"/> <o:lock v:ext=3D"edit" text=3D"f"/> <p:placeholder type=3D"body" position=3D"1" size=3D"half"/></v:shape><p:s= haperange href=3D"master03.xml#_x0000_m1027"/><v:shape id=3D"_x0000_s11268" type=3D= "#_x0000_m1027" style=3D'position:absolute;left:366pt;top:156pt;width:300pt;height:324pt'> <v:fill o:detectmouseclick=3D"f"/> <v:stroke o:forcedash=3D"f"/> <o:lock v:ext=3D"edit" text=3D"f"/> <p:placeholder type=3D"body" position=3D"2" size=3D"half"/></v:shape> <div v:shape=3D"_x0000_s11266" class=3DT style=3D'position:absolute;top:14= .0%; left:8.42%;width:83.14%;height:6.75%'><span style=3D'font-size:73%'><b>12 = PILOT ARL LIBRARIES</b></span></div> <div v:shape=3D"_x0000_s11267" class=3DHB> <div style=3D'mso-line-spacing:"90 20 0";position:absolute;top:29.5%;left:= 8.42%; width:44.94%;height:6.0%'><span style=3D'position:absolute;top:0%;left:8.3= 3%; width:91.66%;height:100.0%'><span style=3D'mso-special-format:bullet;posit= ion: absolute;left:-9.09%'>•</span>University of Arizona </span></div> <div style=3D'mso-line-spacing:"90 20 0"'><span style=3D'position:absolute; top:36.25%;left:12.17%;width:36.14%;height:6.0%'><span style=3D'mso-specia= l-format: bullet;position:absolute;left:-10.36%'>•</span>University of </span>= <span style=3D'position:absolute;top:42.0%;left:12.17%;width:36.14%;height:6.0%'= >Connecticut </span></div> <div style=3D'mso-line-spacing:"90 20 0";position:absolute;top:48.75%; left:8.42%;width:39.88%;height:6.0%'><span style=3D'position:absolute; top:0%;left:9.38%;width:90.61%;height:100.0%'><span style=3D'mso-special-f= ormat: bullet;position:absolute;left:-10.36%'>•</span>UC Santa Barbara = </span></div> <div style=3D'mso-line-spacing:"90 20 0";position:absolute;top:55.5%;left:= 8.42%; width:45.69%;height:6.0%'><span style=3D'position:absolute;top:0%;left:8.1= 9%; width:91.8%;height:100.0%'><span style=3D'mso-special-format:bullet;positi= on: absolute;left:-8.92%'>•</span>University of Houston </span></div> <div style=3D'mso-line-spacing:"90 20 0";position:absolute;top:62.5%;left:= 8.42%; width:39.88%;height:6.0%'><span style=3D'position:absolute;top:0%;left:9.3= 8%; width:90.61%;height:100.0%'><span style=3D'mso-special-format:bullet;posit= ion: absolute;left:-10.36%'>•</span>Kansas University </span></div> <div style=3D'mso-line-spacing:"90 20 0";position:absolute;top:69.25%; left:8.42%;width:39.88%;height:6.0%'><span style=3D'position:absolute; top:0%;left:9.38%;width:90.61%;height:100.0%'><span style=3D'mso-special-f= ormat: bullet;position:absolute;left:-10.36%'>•</span>Michigan State </= span></div> <div style=3D'mso-line-spacing:"90 20 0"'><span style=3D'position:absolute; top:76.25%;left:12.17%;width:36.14%;height:6.0%'><span style=3D'mso-specia= l-format: bullet;position:absolute;left:-10.36%'>•</span>University of </span>= <span style=3D'position:absolute;top:81.75%;left:12.17%;width:36.14%;height:6.0%= '>Minnesota </span></div> <div style=3D'mso-line-spacing:"90 20 0";position:absolute;top:88.5%;left:= 8.42%; width:39.88%;height:6.0%'><span style=3D'position:absolute;top:0%;left:9.3= 8%; width:90.61%;height:100.0%'><span style=3D'visibility:hidden'><span style=3D'mso-special-format:bullet;position:absolute;left:-10.36%'>•= </span></span><span style=3D'mso-special-format:lastCR;display:none'> </span></span></div> </div> <div v:shape=3D"_x0000_s11268" class=3DHB> <div style=3D'position:absolute;top:30.0%;left:51.87%;width:39.88%;height:= 6.0%'><span style=3D'position:absolute;top:0%;left:9.38%;width:90.61%;height:100.0%'><= span class=3DHBB style=3D'position:absolute;left:-10.36%'>•</span>Pennsyl= vania </span></div> <span style=3D'position:absolute;top:37.5%;left:55.61%;width:36.14%;height= :6.0%'><span class=3DHBB style=3D'position:absolute;left:-10.36%'>•</span>Univers= ity of </span><span style=3D'position:absolute;top:43.75%;left:55.61%;width:36.14%;height:6.0%= '>Pittsburgh </span> <div style=3D'position:absolute;top:51.25%;left:51.87%;width:39.88%;height= :6.0%'><span style=3D'position:absolute;top:0%;left:9.38%;width:90.61%;height:100.0%'><= span class=3DHBB style=3D'position:absolute;left:-10.36%'>•</span>Virginia Tech 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style=3D'position:absolute;left:-4.58%'>•</span></span><s= pan style=3D'font-size:88%'>Gap Model – Maximize difference between </sp= an></span><span style=3D'position:absolute;top:36.25%;left:12.17%;width:79.4%;height:6.0%'= ><span style=3D'font-size:88%'>customer expectation and perception </span></s= pan> <div style=3D'position:absolute;top:43.75%;left:8.42%;width:83.14%;height:= 6.0%'><span style=3D'position:absolute;top:0%;left:4.5%;width:95.49%;height:100.0%'><s= pan style=3D'font-size:88%;visibility:hidden'><span class=3DBB style=3D'positi= on:absolute; left:-4.71%'>•</span></span><span style=3D'font-size:88%;display:non= e'> </span></span></div> <span style=3D'position:absolute;top:51.25%;left:12.17%;width:85.95%;heigh= t: 6.0%'><span style=3D'font-size:88%'><span class=3DBB style=3D'position:abs= olute; left:-4.35%'>•</span></span><span style=3D'font-size:88%'>Service qu= ality is assessed by determining the </span></span><span style=3D'position:absol= ute; 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xmlns:oa=3D"urn:schemas-microsoft-com:office:activation" xmlns=3D"http://www.w3.org/TR/REC-html40"> <head> <meta http-equiv=3DContent-Type content=3D"text/html; charset=3Dus-ascii"> <meta name=3DProgId content=3DPowerPoint.Slide> <meta name=3DGenerator content=3D"Microsoft PowerPoint 10"> <link id=3DMain-File rel=3DMain-File href=3D"../SERVQUAL.htm"> <link rel=3DPreview href=3Dpreview.wmf>  <title>SERVQUAL PILOT – PERCEIVED SERVICE LEVELS BY INSTITUTION</titl= e> <![if IE]> <base href=3D"file:///C:\E989DC6C\SERVQUAL_files\slide0017.htm" id=3D"webarch_temp_base_tag"> <![endif]> <meta name=3DDescription content=3D"9/21/2004: Next Steps"> <link rel=3DStylesheet href=3D"master03_stylesheet.css"> <![if !ppt]> <style media=3Dprint>  </style> <script src=3Dscript.js></script><script></script><![endif]><o:shapelayout v:ext=3D"edit"> <o:idmap v:ext=3D"edit" data=3D"25"/> </o:shapelayout> </head> <body lang=3DEN-US style=3D'margin:0px;background-color:black' onclick=3D"DocumentOnClick()" onresize=3D"_RSW()" onload=3D"LoadSld()" onkeypress=3D"_KPH()"> <div id=3DSlideObj class=3Dsld style=3D'position:absolute;top:0px;left:0px; width:534px;height:400px;font-size:16px;background-color:white;clip:rect(0%= , 101%, 101%, 0%); visibility:hidden'><p:slide coordsize=3D"720,540" colors=3D"#FFFFFF,#000000,#808080,#000000,#00CC99,#3333CC,#CCCCFF,#B2B2B2" masterhref=3D"master03.xml"> <p:shaperange href=3D"master03.xml#_x0000_s1025"/><![if !ppt]><p:shaperange href=3D"master03.xml#_x0000_s1028"/><p:shaperange href=3D"master03.xml#_x0000_s1029"/><![endif]><p:shaperange href=3D"master03.xml#_x0000_m1026"/><v:shape id=3D"_x0000_s25602" type=3D= "#_x0000_m1026" style=3D'position:absolute;left:54pt;top:48pt;width:612pt;height:90pt'> <v:fill o:detectmouseclick=3D"f"/> <v:stroke o:forcedash=3D"f"/> <o:lock v:ext=3D"edit" text=3D"f"/> <p:placeholder type=3D"title"/></v:shape><p:shaperange href=3D"master03.xml#_x0000_m1027"/><v:shape id=3D"_x0000_s25603" type=3D= "#_x0000_m1027" style=3D'position:absolute;left:54pt;top:156pt;width:612pt;height:324pt'> <v:fill o:detectmouseclick=3D"f"/> <v:stroke o:forcedash=3D"f"/> <o:lock v:ext=3D"edit" text=3D"f"/> <p:placeholder type=3D"body" position=3D"1"/></v:shape> <div v:shape=3D"_x0000_s25602" class=3DT style=3D'position:absolute;top:14= .0%; left:8.42%;width:83.14%;height:6.75%'><span style=3D'font-size:73%'><b>Next Steps</b></span></div> <div v:shape=3D"_x0000_s25603" class=3DB> <div style=3D'position:absolute;top:30.0%;left:8.42%;width:83.14%;height:6= .0%'><span style=3D'position:absolute;top:0%;left:4.5%;width:95.49%;height:100.0%'><s= pan style=3D'font-size:88%'><span class=3DBB style=3D'position:absolute;left:-= 4.71%'>•</span></span><span style=3D'font-size:88%'>Receive actual data and analyze </span></span>= </div> <span style=3D'position:absolute;top:37.5%;left:12.17%;width:93.82%;height= :6.0%'><span style=3D'font-size:88%'><span class=3DBB style=3D'position:absolute;left:-= 3.99%'>•</span></span><span style=3D'font-size:88%'>Participate in ARL sponsored “Measuring Serv= ice </span></span><span style=3D'position:absolute;top:43.75%;left:12.17%;width:92.32%;height:6.0%= '><span style=3D'font-size:88%'>Quality” symposium, October in Washington DC= </span></span><span style=3D'position:absolute;top:51.25%;left:12.17%;width:91.01%;height:6.0%= '><span style=3D'font-size:88%'><span class=3DBB style=3D'position:absolute;left:-= 4.11%'>•</span></span><span style=3D'font-size:88%'>Participate in 2</span><span style=3D'font-size:58= %; position:relative;top:-.45em;mso-text-raise:30%'>nd</span><span style=3D'font-size:88%'><span style=3D'mso-spacerun:yes'> </span>LibQ= UAL+ pilot scheduled for </span></span><span style=3D'position:absolute;top:57.= 25%; left:12.17%;width:79.4%;height:6.0%'><span style=3D'font-size:88%'>Februar= y/March </span></span> <div style=3D'position:absolute;top:64.75%;left:8.42%;width:83.14%;height:= 6.0%'><span 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