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9How is the LibQUAL+ survey constructed and conducted? [ EB/OL ]. [ 2008 - 12 - 10 ].http://www.libqual. org/About/FAQ/index.cfm.
10Charles R. McClure; et al. Statistics, Measures and Quality Standards for Assessing Digital Reference Library Services:Guidelines and Procedures [EB/OL]. [ 2008-12-10].http://quartz.syr.edu/quality/Quality.pdf.