Improving Library Service Quality to Graduate Students: LibQual+ TM Survey Results in a Practical Setting
Abstract
The LibQUAL+TM survey was conducted to determine user satisfaction and expectations concerning library service quality. The results of the "22 items and a box" constituted a rich source of information for the University of Idaho (UI) Library's strategic planning process. Focusing on graduate students, this study used three methodologies to analyze survey results. The first method, internal benchmarking, compared UI graduate students to UI faculty, staff, and undergraduates. Secondly, external benchmarking using score norms evaluated UI graduate student results against their peers from other non-ARL libraries participating in the 2004 LibQUAL+TM survey. Lastly, categorizing and carefully considering survey comments enriched the quantitative data by adding context to the numbers.
Integrity signals
Registry
Cites
Statistics
Claims the paper makes
Cited by
Sorted by citations
Quiet in the Library: An Evidence-Based Approach to Improving the Student Experience
McCaffrey, C., & Breen, M. (2016) · portal: Libraries and the Academy · doi:10.1353/pla.2016.0052 · Cited by 22 · see citing works
Schultz, M. K. (2025) · The Journal of Academic Librarianship · doi:10.1016/j.acalib.2024.102983 · Cited by 2 · see citing works
- Authors
- Jankowska, M. A., Hertel, K., & Young, N. J.
- Venue
- portal: Libraries and the Academy
- Publisher
- Project MUSE
- Published
- 2006-01
- Volume
- 6
- Issue
- 1
- Pages
- 59-76
- ISSN
- 1530-7131 (ISSN-L)
- OpenAlex
- W2134514427
- Cited by
- 61
- References
- 0
- Citations by year
- 2026: 2 · 2024: 1 · 2021: 2 · 2020: 3 · 2019: 3 · 2018: 2 · 2017: 5 · 2016: 3 · 2015: 3 · 2014: 2 · 2013: 8 · 2012: 9
- FWCI
- 18.07
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- portal Libraries and the Academy (publishedVersion)
- Project Muse (Johns Hopkins University) (submittedVersion)
- Topics
- Social Sciences › Library and Information Sciences › Library Science and Information Literacy
- Physical Sciences › Computer Science › Information Systems › Web and Library Services
- Physical Sciences › Computer Science › Information Systems › Library Science and Information
- Keywords
- LibQUAL+ survey, library service quality, graduate students, user satisfaction, user expectations, internal benchmarking, external benchmarking, library strategic planning, academic libraries
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
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