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LibQUAL+®: The SCONUL Experience

Killick, Selena and Town, J. Stephen (2012). LibQUAL+®: The SCONUL Experience. SCONUL Focus(54) pp. 29–32.

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LibQUAL+® is a library customer satisfaction survey developed by the Association of Research Libraries (ARL) in association with Texas A&M University (Association of Research Libraries, 2011). The survey consists of 22 questions on library services across three dimensions: Affect of Service, containing questions relating to the library staff; Information Control, covering the library resources and access to them; and Library as Place, assessing the physical environment. One of the key strengths of LibQUAL+® is its use of gap theory to evaluate customer expectations as well as perceptions. For each of the 22 questions respondents are asked their minimum and desired expectations along with their current perceived level of service on a nine-point scoring scale. The standardised survey enables participating institutions to benchmark their scores against one another, and against an aggregated score for their consortium.

Item Type: Journal Item
Copyright Holders: 2012 The Authors
ISSN: 1745-5790
Keywords: LibQUAL+; SCONUL; Higher Education University Libraries; Student Satisfaction; Performance Measurement; Library Assessment
Academic Unit/School: Learner and Discovery Services (LDS) > Library Services
Learner and Discovery Services (LDS)
Item ID: 45856
Depositing User: Selena Killick
Date Deposited: 29 Mar 2016 16:00
Last Modified: 13 Jun 2020 01:04
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