distance between minimum and desired expectations—and the red dot represents the library’s
performance on the service quality rating scale. For a detailed explanation of how to read LibQUAL+®
charts and graphs, see the online tutorial on “LibQUAL+® Tools,”
6 The surveys reporting positive results about the library cane from a variety of sources: the University
of Glasgow’s First-year Student Experience Questionnaire, LibQUAL+®, the National Student Survey,
the Times Higher Education (THE) Student Experience poll, and the International Student Barometer.
7 All of the necessary technology was installed, allowing the open access area to be used for
conferences, seminars, etc. and in May 2010 it hosted the LibQUAL+® European Workshop,
“LibQUAL+® and Beyond.”
8 Martha Kyrillidou, “Item Sampling in Service Quality Assessment Surveys to Improve Response Rates
and Reduce Respondent Burden: The ‘LibQUAL+® Lite’ Randomized Control Trial (RCT)” (PhD diss.,
University of Illinois at Urbana-Champaign, 2009),
Bruce Thompson, Martha Kyrillidou, and Colleen Cook, “Item Sampling in Service Quality
Assessment Surveys to Improve Response Rates and Reduce Respondent Burden the ‘LibQUAL+®
Lite’ Example,” Performance Measurement and Metrics 10, no. 1 (2009): 6–16.
9 Kyrillidou, 2009.
© 2010 Jacqui Dowd
This article is licensed under a Creative Commons Attribution-Noncommercial-
Share Alike 3.0 United States License. To view a copy of this license, visit
To cite this article: Jacqui Dowd. “LibQUAL+® and the ‘Library as Place’
at the University of Glasgow.” Research Library Issues: A Bimonthly Report
from ARL, CNI, and SPARC, no. 271 (August 2010): 13–20.
LibQUAL+® and the “Library as Place” at the University of Glasgow
C O N T I N U E D
AUGUST 2010 RESEARCH LIBRARY ISSUES: A BIMONTHLY REPORT FROM ARL, CNI, AND SPARC