1. LibQUAL+™: Brief Overview
London
July 17, 2006
Presented by:
Bruce Thompson

2. Multiple Methods of Listening to Customers
Transactional surveys*
Mystery shopping
New, declining, and lost-customer surveys
Focus group interviews
Customer advisory panels
Service reviews
Customer complaint, comment, and inquiry capture
Total market surveys*
Employee field reporting
Employee surveys
Service operating data capture
*A SERVQUAL-type instrument is most suitable for these methods
Note. A. Parasuraman. The SERVQUAL Model: Its Evolution And Current Status. (2000).
Paper presented at ARL Symposium on Measuring Service Quality, Washington, D.C.

3. “22 Items and The Box….” Why the Box is so Important
About 40% of participants provide open-ended comments, and these are linked to demographics and quantitative data.
Users elaborate the details of their concerns.
Users feel the need to be constructive in their criticisms, and offer specific suggestions for action.

4. “…and Five Ancillary Items”
Either Zero or Five Ancillary items are selected to address local or consortial concerns
Items from the initial LibQUAL+TM item pool.
Items written by previous consortial groups.

5. alpha By Language By Language Service Info. Lib as
Group n Affect Control Place TOTAL
American (all) 59,
British (all) 6,
French (all)

6. alpha by University Type
Service Info. Lib as
Group n Affect Control Place TOTAL
Comm Colleges 4,
4 yr Not ARL 36,
4 yr, ARL 14,
Acad Health 3,

7. Institutional Norms for Perceived Means on 25 Core Questions
Note: Thompson, B. LibQUAL+ Spring 2002 Selected Norms, (2002).

8. LibQUAL+™ Resources LibQUAL+™ Website: http://www.libqual.org
Publications:
Events and Training:
Gap Theory/Radargraph Introduction:
LibQUAL+™ Procedures Manual:

9. LibQUAL+™ Contact Information
Martha Kyrillidou
Director of Statistics and Service Quality Programs
Mary Jackson
LibQUAL+™ Services Manager
MaShana Davis
Technical Communications Liaison
Richard Groves
Customer Relations Coordinator