What do they want now?Qualitative regrounding of theLibQUAL+® survey.Selena KillickLibrary Quality OfficerCranfield Univer...
“only customers judge quality; all  other judgements are essentially             irrelevant”Zeithaml, V.A., Parasuraman, A...
Shavar Ross, Someone Else, August 5, 2005 via Flickr, Creative Commons Attribution
Needham, A. 2007. The Spice Girls just wannabe back [Photograph]. [Online]. Available at:http://www.guardian.co.uk/music/m...
Stack of BooksKelly Gifford, Stack of Books, February 10, 2007 via Flickr, Creative Commons Attribute.
Brian Wilkins, iPhone 4, June 25, 2010 via Flickr, Creative Commons Attribute.Spencer E Holtaway, Twitter website screensh...
Could you scan and    email me the printjournal articles I need to save me from having to   come to the library?
I think different forms of electronic                                                    delivery are froth that takes the...
Jordi Casañas, n.d., Jaume Fuster Library [Photograph]. In: Monsen, I. (ed). IFLA Section on Library Buildings and Equipme...
ex.libris, Studying, January 15, 2008 via Flickr, Creative Commons Attribute.Kennedy Library, Collaboration Rooms, June 12...
I think of a proper library as being                                      somewhere not far off death in                  ...
Svein Halvor Halvorsen, Cram time (winter+spring), May 12, 2008 via Flickr, Creative Commons Attribute.
Clemsonunivlibrary, Man, those beanbags sure are comfortable! August 1, 2011 Via Flickr, Creative Commons Attribute
Michael Sauers, Questions Answered, August 24, 2006 via Flickr, Creative Commons Attribute.
Chris Martin, sleeping kid in NSC, December 4, 2007 Via Flickr, Creative Commons Attribute
Facebook Poll: http://on.fb.me/jatsne
Remote                     Access        Access                  Library         Tools                  Website           ...
A library Web site enabling me to locate         information on my ownEasy-to-use access tools that allow me to         fi...
The electronic information                resources I need    Print and/or electronic journal   collections I require for ...
Modern equipment that lets me                                                                 easily access needed informa...
Remote                     Access        Access                  Library         Tools                  Website           ...
Joanna Orpia, sorry we’re closed, January 1, 1980 Via Flickr, Creative Commons AttributeUBC Library, Library Training 5, O...
Thank You!Selena Killicks.a.killick@cranfield.ac.ukTel: +44(0)1793 785561
What do they want now? Qualitative regrounding of the LibQUAL+ survey.
What do they want now? Qualitative regrounding of the LibQUAL+ survey.
What do they want now? Qualitative regrounding of the LibQUAL+ survey.
What do they want now? Qualitative regrounding of the LibQUAL+ survey.
What do they want now? Qualitative regrounding of the LibQUAL+ survey.
What do they want now? Qualitative regrounding of the LibQUAL+ survey.
What do they want now? Qualitative regrounding of the LibQUAL+ survey.
What do they want now? Qualitative regrounding of the LibQUAL+ survey.
What do they want now? Qualitative regrounding of the LibQUAL+ survey.
What do they want now? Qualitative regrounding of the LibQUAL+ survey.
What do they want now? Qualitative regrounding of the LibQUAL+ survey.
What do they want now? Qualitative regrounding of the LibQUAL+ survey.
What do they want now? Qualitative regrounding of the LibQUAL+ survey.
What do they want now? Qualitative regrounding of the LibQUAL+ survey.
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What do they want now? Qualitative regrounding of the LibQUAL+ survey.

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Presentation delivered at the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services. Presents the findings of a qualitative research project into the expectations of UK academic higher education library customers.

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  • Two key elements of the library service raised by the customers of Cranfield are not part of the LibQUAL+® core 22 questions; library opening hours and training provided by library staff. However, questions on both of these areas are available within the optional additional five questions libraries can add to their survey.
  • What do they want now? Qualitative regrounding of the LibQUAL+ survey.

    1. 1. What do they want now?Qualitative regrounding of theLibQUAL+® survey.Selena KillickLibrary Quality OfficerCranfield University
    2. 2. “only customers judge quality; all other judgements are essentially irrelevant”Zeithaml, V.A., Parasuraman, A. & Berry, L.L., 1990.Delivering Quality Service, The Free Press, New York.
    3. 3. Shavar Ross, Someone Else, August 5, 2005 via Flickr, Creative Commons Attribution
    4. 4. Needham, A. 2007. The Spice Girls just wannabe back [Photograph]. [Online]. Available at:http://www.guardian.co.uk/music/musicblog/2007/jun/28/thespicegirlsjustwannabeb [Accessed 8 August 2011].
    5. 5. Stack of BooksKelly Gifford, Stack of Books, February 10, 2007 via Flickr, Creative Commons Attribute.
    6. 6. Brian Wilkins, iPhone 4, June 25, 2010 via Flickr, Creative Commons Attribute.Spencer E Holtaway, Twitter website screenshot, March 23, 2009 via Flickr, Creative Commons Attribute.Spencer E Holtaway, facebook website screenshot, March 23, 2009 via Flickr, Creative Commons Attribute.
    7. 7. Could you scan and email me the printjournal articles I need to save me from having to come to the library?
    8. 8. I think different forms of electronic delivery are froth that takes the library’s resources away from the important things, such as having a proper collection of books.h2g2. 2007. Is The Quality Of Things Getting Worse? [Photograph]. [Online]. Available at:http://www.bbc.co.uk/dna/h2g2/A19156133 [Accessed 8 August 2011].
    9. 9. Jordi Casañas, n.d., Jaume Fuster Library [Photograph]. In: Monsen, I. (ed). IFLA Section on Library Buildings and Equipment, Newsletter 2011 No 1. Availableat: http://www.ifla.org/files/library-buildings-and-equipment/newsletters/2011-1-en.pdf
    10. 10. ex.libris, Studying, January 15, 2008 via Flickr, Creative Commons Attribute.Kennedy Library, Collaboration Rooms, June 12, 2009 via Flickr, Creative Commons Attribute.christopher Porter, Students Studying, January 12, 2006 via Flickr, Creative Commons Attribute.
    11. 11. I think of a proper library as being somewhere not far off death in atmosphere, in that it’s quiet and people don’t talk much, because that’s what you want as a working environment.h2g2. 2007. Is The Quality Of Things Getting Worse? [Photograph]. [Online]. Available at:http://www.bbc.co.uk/dna/h2g2/A19156133 [Accessed 8 August 2011].
    12. 12. Svein Halvor Halvorsen, Cram time (winter+spring), May 12, 2008 via Flickr, Creative Commons Attribute.
    13. 13. Clemsonunivlibrary, Man, those beanbags sure are comfortable! August 1, 2011 Via Flickr, Creative Commons Attribute
    14. 14. Michael Sauers, Questions Answered, August 24, 2006 via Flickr, Creative Commons Attribute.
    15. 15. Chris Martin, sleeping kid in NSC, December 4, 2007 Via Flickr, Creative Commons Attribute
    16. 16. Facebook Poll: http://on.fb.me/jatsne
    17. 17. Remote Access Access Library Tools Website ElectronicEasy Access Information Print & Print eJournals Materials Modern Equipment
    18. 18. A library Web site enabling me to locate information on my ownEasy-to-use access tools that allow me to find things on my ownMaking information easily accessible for independent use
    19. 19. The electronic information resources I need Print and/or electronic journal collections I require for my work The printed library materials I need for my workHobvias Sudoneighm, Workstation, September 12, 2006 via Flickr, Creative Commons Attribute.
    20. 20. Modern equipment that lets me easily access needed information Making electronic resources accessible from anywhere accessible from my home or officeEd Yourdon, Bryant Park, late Apr 2009 - 23, April 25, 2009 Via Flickr, Creative Commons Attribute
    21. 21. Remote Access Access Library Tools Website ElectronicEasy Access Information Print & Print eJournals Materials Modern Equipment
    22. 22. Joanna Orpia, sorry we’re closed, January 1, 1980 Via Flickr, Creative Commons AttributeUBC Library, Library Training 5, October 1, 2009 Via Flickr, Creative Commons Attribute
    23. 23. Thank You!Selena Killicks.a.killick@cranfield.ac.ukTel: +44(0)1793 785561

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