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LibQUAL+ TM at Rhodes University Library An overview of the first South African implementation

LibQUAL+ TM at Rhodes University Library An overview of the first South African implementation Purpose – The purpose of this paper is to illustrate how LibQUAL+™, as a “turn‐key” survey instrument, can provide the type of benchmarking information that can facilitate targeted service improvements. Design/methodology/approach – This paper focuses on the Rhodes Library's implementation of the 2005 LibQUAL+™ survey. Results are looked at within the broader context of aggregate scores and score norms from the South African cohort. The library's first efforts to address areas where perceptions of service quality differed from users' expectations are described and plans for future efforts are indicated. The paper also details some lessons learnt by other LibQUAL+™ participants, as documented in published case studies. Findings – The paper found that all groups of library users at Rhodes were very dissatisfied with their library building. Rhodes performed very well in the “Information Control” dimension but less well in the “Affect of Service” dimension. Originality/value – The paper shows that other libraries implementing LibQUAL+™ for the first time could benefit by focusing on the lessons Rhodes learnt during the survey implementation. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Performance Measurement and Metrics Emerald Publishing

LibQUAL+ TM at Rhodes University Library An overview of the first South African implementation

Anne Moon
Performance Measurement and Metrics , Volume 8 (2): 16 – Jul 10, 2007
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16 pages

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Publisher
Emerald Publishing
Copyright
Copyright © 2007 Emerald Group Publishing Limited. All rights reserved.
ISSN
1467-8047
DOI
10.1108/14678040710760586
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to illustrate how LibQUAL+™, as a “turn‐key” survey instrument, can provide the type of benchmarking information that can facilitate targeted service improvements. Design/methodology/approach – This paper focuses on the Rhodes Library's implementation of the 2005 LibQUAL+™ survey. Results are looked at within the broader context of aggregate scores and score norms from the South African cohort. The library's first efforts to address areas where perceptions of service quality differed from users' expectations are described and plans for future efforts are indicated. The paper also details some lessons learnt by other LibQUAL+™ participants, as documented in published case studies. Findings – The paper found that all groups of library users at Rhodes were very dissatisfied with their library building. Rhodes performed very well in the “Information Control” dimension but less well in the “Affect of Service” dimension. Originality/value – The paper shows that other libraries implementing LibQUAL+™ for the first time could benefit by focusing on the lessons Rhodes learnt during the survey implementation.

Journal

Performance Measurement and Metrics – Emerald Publishing

Published: Jul 10, 2007

Keywords: Surveys; Customer services quality; Assessment; Academic libraries; South Africa

References

  • A bigger, better Rhodes Library
    Boddy, N.
  • One size does not fit all: user surveys in academic libraries
    Creaser, C.
  • Rhodes University Library Project
    De Wet, G.
  • LibQUAL+™ and the small academic library
    Dole, W.
  • Marketing Research: A Practical Approach for the New Millennium
    Hair, J.F. Jr; Bush, R.P.; Ortinau, D.J.
  • LibQUAL+™ in Lilliput: assessment benefits for small academic libraries
    Harer, J.B.
  • LibQUAL+™ Procedures Manual
    Hoseth, A.; Kyrillidou, M.
  • Using LibQUAL+ TM results at the University of Arizona: responding to customer input – listening and acting
    Huff‐Eibl, R.; Phipps, S.
  • Continuous assessment at Washington State University Libraries: a case study
    McCord, S.K.; Nofsinger, M.M.
  • LibQUAL+™ at Miami University: a look from outside ARL
    Sessions, J.A.; Schenck, A.; Shrimplin, A.K.