Abstract
Libraries began to see service competition for the first time in the 1990s, due to the Internet and Google. The necessity of being more customer-focused became apparent, and this resulted in the creation of LibQUAL+, a tool developed to quantitatively measure the quality of customer service (Saunders, 2007). While LibQUAL+ serves as a first step toward increasing quality and value for patrons, library commitment to responding to survey results is essential.
Although LibQUAL+ has been used by a wide range of libraries, this paper focuses on the use of LibQUAL+ by academic libraries, using two university libraries (Vanderbilt University and the University of Pittsburgh) as sample cases for assessing library response to survey results. The theme of engaging the patron as a partner is further explored by examining a procurement project at the University of California at Los Angeles.
Todd Bruns ORCID: http://orcid.org/0000-0002-1197-2521
| Original language | American English |
|---|---|
| Pages (from-to) | 40-46 |
| Number of pages | 7 |
| Journal | Quality Progress |
| Volume | 46 |
| Issue number | 6 |
| State | Published - Jun 2013 |
ASJC Scopus Subject Areas
- Safety, Risk, Reliability and Quality
- Strategy and Management
- Management Science and Operations Research
- Industrial and Manufacturing Engineering
Keywords
- total quality
- TQM
- libraries
Disciplines
- Library and Information Science
- Technology and Innovation