What is LibQUAL+?

LibQUAL+ is an online survey specificially designed for research libraries. The project is sponsored by Association of Research Libraries (ARL) together with multiple university libraries in Texas, USA. The aim of the project is to define and measure library service quality between institutions, and to work as a tool for aid in local planning.

LibQUAL+ is based on the well-known ServQUAL-instrument. An important part of the survey is the Gap Theory of Service Quality as presented by A. Parasuraman, V.A. Zeithaml and L.L. Berry in Guidelines for Conducting Service Quality Research", Marketing Research, vol 2(4) 1990.

The survey is based upon 22 core questions  from three categories; library as place, information control and services. Each question has three parts; the users are asked to indicate the lowest acceptable level, the desired service level and the perceived service level. The 22 core questions are followed by a few questions regarding use and satisfaction.  It is also possible to write a comment regarding library services. The survey ends with a few demographic questions.

The LibQUAL-survey gives us the possibility to pinpoint the areas with the most potential for improvement, as regarded by our users. It also lets us benchmark our service quality with the other LibQUAL-participants. The NHH libray want out users to feel that the perceived service quality equals the desired service quality.

Please contact Fredrik kavli at 55959479 for questions regarding the LibQUAL+ 2008 survey.