Service Quality Assessment with LibQUAL+® in Challenging Times: LibQUAL+® at Cranfield University Selena Killick (née Lock), Research & Development Officer for the Barrington Library, Cranfield University C ranfield University is the UK’s only wholly postgraduate university focused on science, technology, engineering, and management. The University Library first implemented the LibQUAL+® survey methodology in 2003 as a member of the Society of College, National, and University Libraries (SCONUL) consortium.1 The successful pilot study was the first time the LibQUAL+® protocol was used outside North America. Since 2005 the survey has been used at Cranfield’s School of Defence and Security annually. Specializing in the teaching of defense science, technology, and management, the student population consists of 1,200 military and civilian students, 85% of whom study part-time away from the university campus. Thorough analysis conducted on the School of Defence and Security’s LibQUAL+® results has led to a culture of continued performance improvement within the library. Results are used to develop and improve services, assess the impact of change, and demonstrate the value of the library to senior stakeholders of the school. Results are benchmarked externally with key competitors as well as longitudinally, and are closely monitored by key administrators. When necessary, further performance assessment activities have been conducted to explore issues raised in the LibQUAL+® results. These activities include focus groups, local questionnaires, interviews, and observational studies. Service developments have been designed around customer feedback and the library has received improving results year-on-year since 2003. RLI 271 21 AUGUST 2010 RESEARCH LIBRARY ISSUES: A BIMONTHLY REPORT FROM ARL, CNI, AND SPARC
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