LibQUAL+ Spring 2009 Survey Institution Results: University of Kansas Libraries

Abstract

The LibQUAL+ survey instrument is adapted from an instrument called SERVQUAL, which is grounded in the "Gap Theory of Service Quality" and was developed by the marketing research team of A. Parasuraman, V.A. Zeithaml, and L.L. Berry. This survey was conducted to let the libraries know how we were doing from the customer's perspective in 2009 and to guide us in our endeavor to continuously improve access to resources and services.