What is LibQUAL+?
LibQUAL+ is a research and development project (R & D) used to define and measure library service quality across institutions of higher education. It is based on an instrument called SERVQUAL that was developed by a marketing research team at Texas A & M University for the for-profit sector. LibQUAL+ uses “gap analysis” to identify the differences between users’ minimal acceptable service, perceived service level and desired service level. It identifies the users’ “Zones of tolerance” and gives us data about where our services fall in relation to these zones.
