In March 2002, the Duke University Medical Center Library administered the LibQUAL+(™) survey instrument, which measures library users' perceptions of service quality and identifies gaps between desired, perceived, and minimum expectations of service. This case study represents the Library's decisions regarding participants, approaches used to reach them, problems encountered with the survey, and the results of the data for the health care community. We will also explore how including hospital staff in the survey impacted our results.
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Murphy et al. (2004) studied this question.