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,”
http://libqual.org/about/about_survey/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),
https://www.ideals.illinois.edu/bitstream/handle/2142/14570/Kyrillidou_Martha.pdf?sequence=3;
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
http://creativecommons.org/licenses/by-nc-sa/3.0/us/.
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.
http://www.arl.org/resources/pubs/rli/archive/rli271.shtml.
RLI 271
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AUGUST 2010 RESEARCH LIBRARY ISSUES: A BIMONTHLY REPORT FROM ARL, CNI, AND SPARC
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