Mining LibQUAL+(™) Data for Pointers to Service Quality at Wayne State University

Abstract LibQUAL+™ data offers participating institutions a wealth of insight to existing and potential services and the perceptions of the institution's client-respondents. This paper explores the use of the LibQUAL+(™) data at Wayne State University using three different methodologies. The first of these involved benchmarking with comparable urban, research institutions. A second approach termed Summary Group Analysis was helpful in that it allowed a clearer understanding of those services local LibQUAL+(™) participants found most important, as well as how these individuals characterize the Libraries' success in accomplishing these services. The third approach focuses on the cross-tabulation of each LibQUAL+(™) question by the fifteen disciplines included in the survey. This approach provided unexpected insight to local services and raised items about the national perceptions of those from selected disciplines. These three methodologies have proven helpful in communicating the value of LibQUAL+(™) data and have provided those involved with service enhancement new tools to accomplish their work.