LibQUAL+® based importance-performance matrix analysis for assessing library service quality: A case study

Kamath, Giridhar ; Mallya, Jyothi ; Kamath, Vasanth ; Payini, Valsaraj


The main purpose of this study was to measure the strengths and weaknesses of library services using Importance- Performance Matrix Analysis (IPMA). It also intends to identify the critical areas of the library within the three dimensions of LibQUAL+® based on student feedback. Data were collected from students at a private engineering institute in India, using a structured questionnaire to achieve these objectives. Respondents rated the importance and performance of library services on the three dimensions of LibQUAL+®: affect of service (AOS), information control (IC), and library as a place (LP) on a 7-point Likert scale. Analysis was carried out using IPMA to identify the strengths and weaknesses of the library services. The findings suggest that LP was the most essential and well-performing dimension in the library context. IC is the most important, but poorly performing dimension. Therefore, strategies are recommended to ensure the effectiveness of the service. The findings of this study would help library administrators, and policymakers formulate appropriate fund allocation/reallocation based on user requirements. The integration of IPMA and LibQUAL+® in measuring library service quality is a significant contribution of this study to LibQUAL+® literature.


LibQUAL+®; importance-performance analysis; Service quality; Library services

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