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Report Meeting

Report Meeting. Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom. Assessment.

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Report Meeting

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  1. Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom

  2. Assessment “The difficulty lies in trying to find a single model or set of simple indicators that can be used by different institutions, and that will compare something across large groups that is by definition only locally applicable—i.e., how well a library meets the needs of its institution. Librarians have either made do with oversimplified national data or have undertaken customized local evaluations of effectiveness, but there has not been devised an effective way to link the two.” Sarah Pritchard, Library Trends, 1996

  3. Theory of Service Quality:SERVQUAL • A. Parasuraman • L. Berry • V. Zeithaml 1985

  4. Relationships: Perceptions, Service Quality and Satisfaction ….only customers judge quality; all other judgments are essentially irrelevant” Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press.

  5. Project Resources • LibQUAL+TM is an ARL/Texas A&M University joint effort. The project is supported in part by a 3-year grant from the U.S. Department of Education’s Fund for the Improvement of Post-Secondary Education (FIPSE) and a 3-year grant from the National Science Foundation (NSF)

  6. Dimensions

  7. LibQUAL+™ Growth

  8. 4 Languages American English British English French “Dutch English” 7 Consortia Each has 5 local questions added to the survey 7 Types of Institutions Academic Health Sciences Academic Law Academic Military College or University Community College Public State Rapid Growth in Other Areas

  9. LibQUAL+™ 2003 by the Numbers InstitutionsSurveys Total 308 128,958 American English 285 115,852 Colleges and Universities 221 98,206 Community Colleges 30 7,354 Academic Health Sciences 22 7,388 Military Institutions 6 1,697 Public and State Institutions 5 741 Academic Law Institutions 1 466 British English 20 11,919 Canadian French 2 416 Dutch English 1 771 ARL 66 31,479

  10. 2003 LibQUAL+™ Survey Activity

  11. LibQUAL+™ 2003 Summary Colleges or Universities

  12. LibQUAL+™ 2003 Colleges or Universities – Dimension Means

  13. LibQUAL+™ 2003 Colleges or Universities – Library Use

  14. LibQUAL+™ 2003 Colleges or Universities – Core Questions

  15. LibQUAL+™ 2003 Summary Community Colleges

  16. LibQUAL+™ 2003 Community Colleges – Dimension Means

  17. LibQUAL+™ 2003 Community Colleges – Library Use

  18. LibQUAL+™ 2003 Summary Academic Health Sciences

  19. LibQUAL+™ 2003 Health Sciences – Dimension Means

  20. LibQUAL+™ 2003 Health Sciences – Library Use

  21. LibQUAL+™ 2003 Summary Military Institutions

  22. LibQUAL+™ 2003 Military Institutions – Dimension Means

  23. LibQUAL+™ 2003 Military Institutions – Library Use

  24. LibQUAL+™ 2003 SummaryState and Public Institutions

  25. LibQUAL+™ 2003 State and Public – Dimension Means

  26. LibQUAL+™ 2003 State and Public – Library Use

  27. LibQUAL+™ 2003 Summary United Kingdom

  28. LibQUAL+™ 2003 United Kingdom – Dimension Means

  29. LibQUAL+™ 2003 United Kingdom – Library Use

  30. LibQUAL+™ 2003 Summary French Canadian

  31. LibQUAL+™ 2003 French Canadian – Dimension Means

  32. LibQUAL+™ 2003 French Canadian – Library Use

  33. Key to Radar Charts

  34. Key to Bar Charts

  35. LibQUAL+ Related Documents • LibQUAL+Web Site http://www.arl.org/libqual/ • LibQUAL+Bibliography • http://www.coe.tamu.edu/~bthompson/servqbib • Survey Participants Procedures Manual • http://www.arl.org/libqual/procedure/lqmanual2.pdf

  36. 2003 Results on the Web • Notebooks from the 2003 iteration of the LibQUAL+(TM) survey • http://www.libqual.org/Manage/Results/Results_2003/index.cfm • 2003 Interactive Statistics • http://www.libqual.org/Manage/Results/Interactive/index.cfm

  37. Online Administration System

  38. Online Administration System

  39. Online Administration System

  40. Online Administration System

  41. Online Administration System

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