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Abstract:By the 1900s, the concept of quality management was adapted and defined to fit within the library realm, but the use of patron surveys was the exception rather than the rule. In the late 1990s, as library patrons became customers and libraries found themselves striving to prove their value, they needed to establish a means of quantifying and assessing customer needs and satisfaction. In 1999, the Association of Research Libraries (ARL) launched the New Measurements Initiative, under which the ServQUAL tool was adapted to suit library services. The resulting survey tool, LibQUAL+, was first used in 2000. LibQUAL+ provides libraries with significant amounts of data, but follow-up activities with customers are a necessity as demonstrated by the experience of two institutions that have used LibQUAL+: Vanderbilt University in Nashville and the University of …

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