Regrounding LibQUAL+ for the digital library environment: an analysis of the DigiQUAL data

摘要

The LibQUAL+ protocol is a "total market survey" intended to help library staff understand user perceptions, and thereby improve library service quality and better meet users' information needs. A total-market survey is one of the 11 ways of listening to users elaborated by Leonard Berry (1995). To date, LibQUAL+ has been used to collect service quality assessment perceptions from 1,294,674 participants at 1,164 institutions around the world. LibQUAL+ has been implemented in 28 language variations: Afrikaans, Chinese, Danish, Dutch, English (American, British, Dutch, Finnish, France, Norwegian, Swedish, Swiss), Finnish, French (British English-BE, Belge, Canada, France, Swiss), German (and German Swiss), Greek, Hebrew, Japanese, Norwegian, Spanish, Swedish (and Swedish BE), and Welsh.