The LibQUAL+ centre piece web-based survey that enables libraries to assess their service is internationally respected for its rigorous development and testing (Kyrillidou, 2009b). Built on the premise that "only customers judge quality; all other judgements are essentially irrelevant" (Zeithaml, et al, 1990); the questionnaire was initially developed following a series of interviews conducted in late 1999 - early 2000 with academic library customers on what constitutes a quality library service (Cook, et al, 2002). Further qualitative and quantitative research iterations completed in 2004 resulted in the core 22 questions currently used. LibQUAL+ has provided libraries with a customer satisfaction benchmarking tool which is easy to administer and cost effective. The success of the tool has been partially due to the survey questions relevance to the expectations of library customers. In order to remain current however, LibQUAL+ must review the questions asked of the library customers to ensure that it remains relevant as user expectations alter over time (McKinght, 2008). Do the needs of the academic library customer still align to the views held over a decade ago?
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