LibQUAL+: the UK and Irish experience

摘要

In conclusion, within the UK pre-1992 universities use the LibQUAL+ survey more than their post-1992 counterparts, and nearly all CONUL libraries have now used LibQUAL+. The majority of SCONUL members who use LibQUAL+ more than once tend to repeat the survey on a biannual basis. The results of the SCONUL consortium have shown that minimum and desired expectations have increased for all dimensions of service quality measures. Along with increased expectations, perceptions of the library service rose between 2004 and 2011. In comparison with the ARL College & University Libraries the UK and Irish respondents had similar expectations in 2011; however perceptions were found to be lower in all areas. LibQUAL+ enables libraries to put their survey results into context against customer expectations and provides more detailed information on library performance than the National Student Survey. SCONUL member libraries have used the LibQUAL+ survey results to improve services, increase funding to procure resources, and develop their library buildings based on customer feedback. At a national level it has provided SCONUL with data on customer perceptions of library provision. Overall LibQUAL+ continues to provide the SCONUL consortium with data to enable library performance improvement at a local, national and international level.