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University of Groningen Library

University of Groningen Library

University Library user survey LibQUAL+

In May 2018 the University of Groningen Library conducts a large-scale survey of the satisfaction with its services among University of Groningen and UMCG students and staff. The survey will be conducted using LibQUAL+. This page contains more information on LibQUAL+.

What is LibQUAL+?

LibQUAL+ is a survey method used by libraries to understand their users’ experiences and to improve their quality of service. Central to the program is a web-based survey in which library users evaluate the offered products and services and make suggestions for improvements. The questionnaire gauges the user’s expectations and the extent of his or her satisfaction with the level currently offered for each part of the services.

LibQUAL+ has participating libraries in Canada, the USA, Australia, the United Kingdom and other European countries. The growing number of participants and the comprehensive set of data make LibQUAL+ a useful instrument for benchmarking. By making use of the comprehensive set of international data it is possible to compare the quality of RUG’s library services with that of other comparable libraries from home and abroad.

More information on LibQUAL+ is available on the
organisation’s website .

How will it benefit library users?

We want to give students and staff the opportunity to give their opinion on our library services through LibQUAL+. This information will help us improve our services.
We will publish the conclusions drawn from the survey on our website and we will also indicate which improvements can be expected as a result. The first results are expected in autumn 2018.

How does LibQUAL+ work?

LibQUAL+ is a survey conducted online. To fill out the questionnaire you will need a link which was sent to your university e-mail account. All data is stored on a server in the United States. The organisation behind LibQUAL+ creates a comprehensive report on the process of the inquiry. The report will contain a large number of questionnaire results. Additionally, the library will have access to all the data collected. This allows us to analyse a number of subjects more closely.

We use LibQUAL Lite, where respondents are asked to answer 16 questions which are selected from a pool of 38 questions. For a portion of these questions you will be asked to indicate on a 9-point scale what level you would expect at a minimum, what level you experience and what level you would consider ideal. Based on these answers, there will then “gaps” be determined, for example:
- a gap between the minimum and the experienced level: If the experienced level is lower than the desired minimum level then that is a signal to the library to start improvements.

For more information on this method we refer you to .

Who can participate?

All students and staff of the University of Groningen and the UMCG can participate.

How long does it take to complete the questionnaire?

Filling out the 16 LibQUAL Lite questions will take about 5 minutes. At the end you will be asked to fill out some demographical information and invited to give your comments in an open textbox.


You can e-mail questions about the web survey to libqual .

Last modified:22 May 2018 08.37 a.m.
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