Is it time to revisit LibQUAL for a new service dimension of artificial intelligence (AI): a forward-looking perspective

Purpose LibQUAL is an international recognized tool for evaluating user satisfaction across three dimensions: Affect of Service, Information Control and Library as Place. With the rapid adoption of Artificial Intelligence (AI) in library systems, spanning both the Global South and North, there is a growing need to adapt LibQUAL to reflect these technological advancements. This study aims to advocate for a revision of LibQUAL to include a dedicated AI dimension that aligns with evolving service models. Design/methodology/approach This conceptual study draws on a comprehensive review of recent practices that highlights the increasing integration of AI technologies across diverse library contexts. This paper investigates how AI tools such as chatbots, recommendation systems and automated cataloguing are reshaping traditional library functions and user experiences. Findings This study proposes that LibQUAL should evolve to include a fourth dimension focused on AI services. This future-ready addition would enable libraries to assess the quality of AI-driven offerings, gather targeted feedback from users, identify service gaps and implement iterative improvements. Despite widespread AI adoption, no existing opinion piece or framework has thoroughly addressed the need for updating LibQUAL to reflect this AI shift. Originality/value To the best of the author’s knowledge, this paper is among the first to systematically argue for the integration of AI as a core evaluative category in LibQUAL. It contributes to both library assessment literature and strategic planning by offering a forward-looking approach to measuring service quality in an increasingly AI-reliant library environment.