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Library Service Quality Survey Results

Library Service Quality Survey Results. Yeo Pin Pin Li Ka Shing Library April 2013. LibQUAL. Since 2000, more than 1,200 libraries have participated domestically and internationally, with participating institutions in Africa, Australia, Asia, and Europe

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Library Service Quality Survey Results

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  1. Library Service Quality Survey Results Yeo Pin Pin Li Ka Shing Library April 2013

  2. LibQUAL • Since 2000, more than 1,200 libraries have participated domestically and internationally, with participating institutions in Africa, Australia, Asia, and Europe • Helps libraries understand and act upon users’ opinions of service quality • Based on SERVQUAL

  3. Representativeness by Discipline 1,994 respondents (24%)

  4. Core Dimensions Users finding information independently Users’ interaction with library staff

  5. Understanding Radar Charts Dimensions rated on scale of 0 to 9 Superiority Gap = Perceived - Desired Adequacy Gap = Perceived - Minimum

  6. SMU Radar Chart 2012 ARL Libraries

  7. Overall Place Norms LibQUAL 2012 ARL Libraries Notebook n=17,988 LibQUAL 2012 Survey Highlights n=93,196

  8. SMU Place Dimensions

  9. Overall Information Control Norms LibQUAL 2012 ARL Libraries Notebook n=17,988 LibQUAL 2012 Survey Highlights n=93,196

  10. SMU Info Control Dimensions

  11. Service Norms LibQUAL 2012 ARL Libraries Notebook n=17,988 LibQUAL 2012 Survey Highlights n=93,196

  12. SMU Service Dimensions

  13. SMU Thermometer Chart 2012 ARL Libraries

  14. International Perception Ratings This shows that Singapore survey results are more similar to ARL or US libraries Source: Thompson, Brian. 2008. “Using National and International Score Norms as a Library Service Quality Benchmarking Tool.” Paper presented at the 17th Meeting of the Greek Academic Libraries, Ioannina, Greece. September 24-26.

  15. Additional Questions • A place for reflection and creativity (Place) • Availability of subject specialist assistance (Service) • Ease & timeliness in getting materials from other libraries • Ease of use of electronic resources (Info control) • Teaching me how to access, evaluate, and use information

  16. Satisfaction

  17. Satisfaction by Group

  18. Information Literacy Outcomes

  19. Overall Dimensions of Excellence AS-3 AS-8 AS-4 AS-5 AS-6

  20. Overall Dimensions for Improvement LP-1 LP-2 LP-3 LP-Add LP-4 LP-5

  21. Postgraduate Dimensions of Excellence

  22. Postgraduate Dimensions of Excellence

  23. Faculty Dimensions of Excellence

  24. Faculty Dimensions of Excellence

  25. Comments • 1160 comments (856) • 304 with nil, NA, - • 15 comments on equipment • 70 comments on collection • 88 general comments (88 +ve) • 90 comments on information control (70 –ve, 20 +ve) • 250 comments on place (220 –ve, 30 +ve) • 324 comments on service (319 +ve, 5 -ve)

  26. Place Comments • The entire atmosphere at the library - feels too cramped and crowded with people for it to be a place for reflection or creativity • There isn’t enough space for quiet study • If zones for group work and individual were more clearly demarcated, students will know where the appropriate place to go

  27. Information Control Comments • I appreciate that you generally acquire requested materials quickly. The link that appears in scholar.google.com could be improved. (Faculty) • I did not actually know what are the resources and databases that we have until a librarian comes to class and tell us about it • Some of the databases are quite hard to navigate • Has awesome databases and research resources but picking up the skills to use them effectively is a bit harder than it seems

  28. Service Comments • The service has been top notch for years. The librarians go out of their way to be helpful. (Faculty) • I believe that SMU has a leading library team that understands and cares for the needs of every individual student. The library team has played an integral role in my academic pursuits thus far. • I like how the librarians are always eager to assist me whenever I approach them with questions. The library training I received in class is also very useful. • They are probably the ONE AND ONLY group of staff in SMU that really cares and goes out of their way to give aid, bring laughter, joy to the students

  29. Collection & Equipment Comments • More full text • More journals • More books • More concurrent logins • More Course Reserves copies, latest editions, longer loan periods • More leisure reading • Computers & LCDs need to be replaced/updated/ in working condition • Computers to be installed with Firefox, Chrome, etc

  30. Singapore Management University 2013 7.69 -0.61 7.08 6.16

  31. ARL Libraries 2012 7.81 -0.67 7.14 6.41

  32. Conclusion • Service & Library Staff • Library as Place • Information control (some dimensions can be improved further)

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