Library users' service desires: A LibQUAL+ study

摘要

The present study was conducted to explore library users' desired service quality levels on the twenty-two core LibQUAL+ items. Specifically, we explored similarities and differences in users' desired library service quality levels across user groups (i.e., undergraduate students, graduate students, and faculty), across geographic locations (i.e., institutions using the American English version of the protocol, as against institutions using the British English language version); and across time (i.e., the years 2004-6, during which time the protocol was not altered). The sample consisted of 297,158 LibQUAL+ participants from the years 2004, 2005, and 2006, who completed either the American English (n(AE) = 227,808) or the British English (n(BE) = 69,350) version of the protocol. Here, the language version was used as a marker for whether the 297,158 respondents were located in North America or Europe. The heterogeneity of user desires across disciplines was also evaluated.