What survey instrument is being used?
The LibQUAL+(TM) survey evolved from a conceptual model based on the ServQUAL instrument, a popular tool for assessing service quality in the private sector and one grounded in the “Gap Theory of Service Quality”. It was developed by Leonard L. Berry (Distinguished Professor, Texas A&M University), A. Parasuraman, and Valarie A. Zeithaml. The Texas A&M University Libraries and other libraries used the modified ServQUAL instrument for several years. Those applications revealed the need for a newly adapted tool that would serve the particular requirements of libraries. From 1999, ARL, representing the largest research libraries in North America, partnered with Texas A&M University Libraries to develop, test and refine LibQUAL+(TM). This effort was supported in part by a three-year grant from the U.S. Department of Education’s Fund for the Improvement of Post-Secondary Education (FIPSE).
The LibQUAL+ survey evolved from a conceptual model based on the SERVQUAL instrument, a popular tool for assessing service quality in the private sector grounded in the “Gap Theory of Service Quality”. It was developed by Leonard L. Berry (Distinguished Professor, Texas A&M University), A. Parasuraman, and Valarie A. Zeithaml. The Texas A&M University Libraries and other libraries used modified SERVQUAL instruments for several years; those applications revealed the need for a newly adapted tool that would serve the particular requirements of libraries. From 1999, ARL, representing the largest research libraries in North America, partnered with Texas A&M University Libraries to develop, test, and refine LibQUAL+. This effort was supported in part by a three-year grant from the U.S. Department of Education’s Fund for the Improvement of Post-Secondary Education (FIPSE). The questionnaire is straightforward and involves no deception or coercion. Potential respondents may elect not to proce
