Tell Us How the Library Can Serve You? LibQUAL+ @ Queen’s and Western

Abstract

Libraries are regularly called upon to compete with other areas in their organization for public and private resources. We have to go beyond circulation numbers, material for costs, number of titles and other quantitative measures. This paper explores service quality performance measures using the LibQUAL survey instrument and how it was applied at Queen's University and University of Western Ontario. The issues covered include organizing and marketing the survey project.