Getting a Good Read

Citation data:

Quality Progress, Page: 40-46

Publication Year:
2013
Usage 46
Downloads 32
Abstract Views 14
Repository URL:
https://thekeep.eiu.edu/lib_fac/51
Author(s):
Bruns, Todd; Bai, Rendong
Tags:
total quality; TQM; libraries; Library and Information Science; Technology and Innovation
article description
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.