Score Norms for Improving Library Service Quality: A LibQUAL+ Study

Abstract

Based on data from 20,416 LibQUAL+TM respondents from forty-three universities, the authors developed norm tables to allow librarians to interpret LibQUAL+TM scores with respect to typical profiles at other universities. Norms were developed for both "perceived" service scores and "gap" scores (e.g., "perceived" performance minus "minimally acceptable" performance). Norms such as these will assist library managers in decision-making by identifying (a) specific areas for needed improvement, (b) specific areas of needed additional service quality information (e.g., focus groups), and (c) peer institutions from which superior service practices can be modeled.

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