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The LibQUAL+^TM instrument derives from the Gap Theory of Service Quality, and the SERVQUAL instrument. Grounded in the constructs of discrepancy theory, the SERVQUAL protocol itself, is anchored by a singular precept: through a series of 22 questions the SERVQUAL instrument undertakes to measure the delivery of service quality across the five dimensions: reliability, assurance, empathy, responsiveness, tangibles. It has been established as defining the service quality construct.

Various measurement models may be employed to obtain attitude or perception data. Some protocols employ a ‘gap measurement model’ to frame perceptions. One important benefit of using a gap measurement model is that tools such as LibQUAL??inherently incorporate a natural lie or random‐response scale. The present study investigates performance of scores on the scale for the 4407 LibQUAL??Phase One participants. This paper was presented at the Association of Research Libraries (ARL) Measuring Service Quality Symposium on the New Culture of Assessment: Measuring Service Quality, Washington, DC, 20‐21 October, 2000.

The work described in this paper aims to reflect the natural evolution of longstanding dialogue between the Association of Research Libraries (ARL), Johns Hopkins University (JHU), and Bielefeld University.

This study looks at how each institution has combined library and assessment expertise and developed evaluation methodologies that emphasize different, but interrelated aspects of library services.

The resulting tools may be viewed as an integrated decision support system (DSS) that can offer librarians and library administrators a comprehensive framework for choosing appropriate tools, methodologies, and resources for evaluation of both existing and future library services.

This paper provides an excellent introduction and overview for practitioners new to the topics described.

Survey researchers sometimes develop large pools of items about which they seek participants' views. As a general proposition, library participants cannot reasonably be expected to respond to 100+ items on a given service quality assessment protocol. This paper seeks to describe the use of matrix sampling to reduce that burden on the participant.

Matrix sampling is a survey method that can be used to collect data on all survey items without requiring every participant to react to every survey question. Here the features of data are investigated from one such survey, the LibQUAL+^® Lite protocol, and the participation rates, completion times, and result comparisons across the two administration protocols – the traditional LibQUAL+^® protocol and the LibQUAL+^® Lite protocol – at each of the four institutions are explored.

Greater completion rates were realized with the LibQUAL+® Lite protocol.

The data from the Lite protocol might be the most accurate representation of the views of all the library users in a given community.

The purpose of this article is to share the experience the University of Texas Library gained in starting up its development program.

Using the examples learned at the University of Texas Library, an outline is presented in how one academic library successfully began a development program.

The academic enterprise of the University of Texas Libraries appeared strong based on its national rankings and the relationships built and stewarded between the heads of each branch library and the colleges they serve. Weaknesses and threats included a tiny portfolio of individual giving prospects and no primary management of corporate or foundation prospects. Beginning the advancement program meant establishing a prominent advisory council, launching a public affairs campaign, and crafting a comprehensive advancement plan for the benefit of all branches of the University of Texas Libraries.

The key to realizing early success is careful planning, building good relationships with the university's central development office and colleagues across campus, and working in the context of a compelling vision set by the leadership at the top of the organization.

This study used confirmatory factor analysis to analyze the secondary data resulting from a service quality survey conducted by a large public library. The library outsourced the development of this survey, which was founded on the well-recognized SERVQUAL and LibQUAL+ service quality models. Applying structural equation modeling and recognized fit indexes to the secondary data, this study determined that the library model did not fit the data and that the data itself were neither reliable nor valid. This study developed a nine-step process for implementing the SERVQUAL model that enables the data derived from SERVQUAL-type implementations to provide superior information for decision making.