Abstract
The Jean and Alexander Heard Library at Vanderbilt University was one of 164 libraries that participated in the spring 2002 LibQUAL+(™) survey. Nine hundred and thirty-four individuals (27.2% response rate) responded to over 25 survey items measuring four dimensions of library service quality. Our analysis of the resulting data has allowed the Library to identify more clearly areas of service needing improvement to better meet our users' expectations. Additionally, we are able to consider our scores in comparison with other peer institutions. Library management will continue to analyze the results and consider additional service improvements. Meanwhile, two immediate actions are underway-the establishment of a 24-hour library facility on a trial basis and the development of a service improvement program across the Vanderbilt University library system.
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