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LibQUAL + Data Summary

LibQUAL + Data Summary. A brief overview of the aggregate results of the LibQUAL+ survey with specific comparisons of BYU with other institutions. LibQUAL + Goals. LibQUAL + as a whole Tools & protocols for evaluating library service quality Effective web-based survey delivery mechanisms

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LibQUAL + Data Summary

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  1. LibQUAL+ Data Summary A brief overview of the aggregate results of the LibQUAL+ survey with specific comparisons of BYU with other institutions

  2. LibQUAL + Goals • LibQUAL + as a whole • Tools & protocols for evaluating library service quality • Effective web-based survey delivery mechanisms • Identify best practices • Establish ARL service quality assessment program • BYU expectations • How BYU patrons rate the Lee Library • Benchmark results against other institutions • Where to focus improvements

  3. Response Summary • Over 43 institutions participated • Services rated on scale from 1 to 9 • Three perspectives of service – Minimum, Desired, Perceived • BYU sampled 3900 individuals • Final sample count 3702 • Some 30,000 replies study wide • 20416 total usable surveys • 789 usable surveys from BYU • BYU ranked 7th in number of responses • Effective response rate = 21.3%

  4. Library Use on Premises All Institutions Brigham Young Virginia Tech

  5. Library Use Electronically All Institutions Brigham Young Virginia Tech

  6. Overall Service Quality And Service Satisfaction BYU Rank = 5th, 4th, 5th

  7. Survey Summary • 56 questions about library services • Minimum expected service • Desired service • Perceived service • Analysis reduced practical areas to four • Affect – How the patron is treated • Place – The library facility & environment • Personal Control – Patron self-reliance • Information Access

  8. BYU All Institutions LibQUAL+ Zone of Tolerance

  9. Gap Distribution Perceived - Minimum BYU rank = 4th BYU rank = 5th BYU rank = 2nd BYU rank = 1st BYU rank = 4th

  10. LibQUAL+ Antarctic Charts All BYU Legend: Perceived > Desired = Green Perceived < Minimum = Red

  11. LibQUAL+ Overall Summary • The need for a physical facility for patrons to come is still important • Overall Quality of Service and Satisfaction with the library is positive • Respondents tend to view library services positively • Perceived service is just above minimum expected service • BYU ranks high in all areas

  12. LibQUAL+ BYU Summary • Areas of positive note • Patrons love the new addition and find it a safe/secure facility • Library staff makes concerted efforts to help the patron • Potential areas for improvement • Improve tools to help the patron be more self-sufficient • Improve the accuracy of library records

  13. The Future of LibQUAL+ • The next round of surveys will be conducted Spring 2002 • Estimated 200 participating institutions • BYU will not take part • Fall 2001 special effort • BYU will continue its improvement efforts • LibQUAL+ Spring 2003 • Compare those results with the benchmarks set in Spring 2001

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