Extracting meaningful measures of user satisfaction from LibQUAL+™ for the University Libraries at Virginia Tech

Abstract

The University Libraries at Virginia Tech have participated in each iteration of LibQUAL+™ beginning in 1999. This report focuses on the Virginia Tech experience, the results from the 2001 survey, and what was done with the findings. While most examinations of the survey data centered on determining results associated with feedback from three major constituent groups – undergraduates, graduate students, and faculty – an interesting gender difference across all types of users in the assignment of satisfaction scores was discernible.

Citation

Hitchingham, E.E. and Kenney, D. (2002), "Extracting meaningful measures of user satisfaction from LibQUAL+™ for the University Libraries at Virginia Tech", Performance Measurement and Metrics, Vol. 3 No. 2, pp. 48-58. https://doi.org/10.1108/14678040210440937