Performance Measurement and Metrics: Volume 3 Issue 2


The international journal of library assessment, value and impact

Table of contents

LibQUAL+™ as transformative experience

Tom B. Wall

Opportunities for meaningful change exist with any new experience. Occasionally, these opportunities can have a significant effect, either as a catalyst for change, or via the…


Extracting meaningful measures of user satisfaction from LibQUAL+™ for the University Libraries at Virginia Tech

Eileen E. Hitchingham, Donald Kenney

The University Libraries at Virginia Tech have participated in each iteration of LibQUAL+™ beginning in 1999. This report focuses on the Virginia Tech experience, the results from…


LibQUAL+™ at Miami University: a look from outside ARL

Judith A. Sessions, Alex Schenck, Aaron K. Shrimplin

This case study presents data generated from Miami University Libraries’ participation in LibQUAL+™ 2000‐2001, a national service quality survey for libraries. Miami’s data are…

Continuous assessment at Washington State University Libraries: a case study

Sarah K. McCord, Mary M. Nofsinger

Since 1996, when a first comprehensive use survey was conducted, librarians at the Washington State University (WSU) Libraries have worked to build a culture of continuous…


LibQUAL+™ as a confirming resource

Joseph F. Boykin

This paper discusses library strategic visioning processes at Clemson University. Major themes for library advancement are identified. LibQUAL+™ emerged as a means of measuring or…


Probing user perceptions of service quality: using focus groups to enhance quantitative surveys

Gwyneth H. Crowley, Charles L. Gilreath

Pencil‐and‐paper surveys can provide useful information about user perceptions of service quality in libraries, but qualitative methods must be used to gain more precise…


LibQUAL+™ and the small academic library

Wanda Dole

Washburn is a Carnegie Master’s University I with an enrollment of only 6,200 students. Unlike most of the 43 participating libraries in LibQUAL+™ 2001, Washburn University’s…


Using LibQUAL+™ to improve services to library constituents: a preliminary report on the University of Nebraska‐Lincoln experience

Beth McNeil, Joan Giesecke

Participation in the Spring 2001 LibQUAL+™ research and development project has helped the University Libraries at the University of Nebraska‐Lincoln (UNL) to better serve its…


LibQUAL+™ spring 2001 comments: a qualitative analysis using Atlas.ti

Julie Anna Guidry

Respondents’ comments to the LibQUAL+™ spring 2001 survey were examined to refine the instrument and reduce non‐sampling error. Using qualitative data analysis software, Atlas.ti

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