The library will be using LibQUAL+® Lite for the 2011 implementation—
after assessing that there is no difference in the scores received for the two
different protocols in the Cranfield context—as the Lite protocol offers the
unique advantage of reducing response time and increasing response rates.
Further changes are planned to library services based on customer feedback
with the aim of improving the results once again.
Selena Lock and Stephen Town, “LibQUAL+ in the UK and Ireland: Three Years’ Findings and
Experience,” SCONUL Focus, no. 35 (2005): 41–45, http://www.sconul.ac.uk/publications/newsletter/35/.
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),
© 2010 Selena Killick
This article is licensed under a Creative Commons Attribution-Noncommercial-
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To cite this article: Selena Killick. “Service Quality Assessment with LibQUAL+®
in Challenging Times: LibQUAL+® at Cranfield University.” Research Library
Issues: A Bimonthly Report from ARL, CNI, and SPARC, no. 271 (August 2010):
Service Quality Assessment with LibQUAL+® in Challenging Times
C O N T I N U E D
AUGUST 2010 RESEARCH LIBRARY ISSUES: A BIMONTHLY REPORT FROM ARL, CNI, AND SPARC