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Getting a Good Read
Quality Progress (2013)
  • Todd Bruns, Eastern Illinois University
  • Rendong Bai, Eastern Illinois University
Libraries began to see service competition for the first time in the 1990s, due to the Internet and Google. The necessity of being more customer-focused became apparent, and this resulted in the creation of LibQUAL+, a tool developed to quantitatively measure the quality of customer service (Saunders, 2007). While LibQUAL+ serves as a first step toward increasing quality and value for patrons, library commitment to responding to survey results is essential.
Although LibQUAL+ has been used by a wide range of libraries, this paper focuses on the use of LibQUAL+ by academic libraries, using two university libraries (Vanderbilt University and the University of Pittsburgh) as sample cases for assessing library response to survey results. The theme of engaging the patron as a partner is further explored by examining a procurement project at the University of California at Los Angeles.

Todd Bruns ORCID:
  • total quality,
  • TQM,
  • libraries
Publication Date
June, 2013
Publisher Statement
This paper has been published in final form in the peer-reviewed journal Quality Progress, (2013), 46(6), 40-46.
Citation Information
Todd Bruns and Rendong Bai. "Getting a Good Read" Quality Progress Vol. 46 Iss. 6 (2013)
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