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A Total Market Survey

Quantitative Background for LibQUAL+ . A Total Market Survey. Colleen Cook Bruce Thompson January 26-27, 2003 ALA Midwinter Meeting Philadelphia. Dimensions of Library Service Quality. LibQUAL+  Core Questions Y1.

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A Total Market Survey

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  1. Quantitative Background for LibQUAL+ A Total Market Survey Colleen Cook Bruce Thompson January 26-27, 2003 ALA Midwinter Meeting Philadelphia

  2. Dimensions of Library Service Quality

  3. LibQUAL+ Core Questions Y1 _____________________________________________________________________________ Factor_ ______ _ No. I II III IV Item Core _____________________________________________________________________________ 32 .84947 .12848 .24465 .13335 1 Willingness to help users 33 .80847 .13662 .25348 .14147 1 Giving users individual attention 7 .80757 .17881 .12781 .21125 1 Employees deal with users caring fashion 50 .79273 .19288 .18847 .12497 1 Employees who are consistently courteous 31 .77262 .16358 .26461 .20061 1 Employees have knowledge answer questions 5 .74072 .14754 .18453 .29624 1 Employees understand needs of users 3 .74052 .15102 .17296 .20793 1 Readiness to respond to users' questions 18 .71718 .19757 .18289 .26766 1 Employees who instill confidence in users 43 .62487 .22402 .29970 .28256 0 Dependability handling service problems 20 .16556 .87679 .11430 .16236 2 A haven for quiet and solitude 2 .17739 .83172 .08498 .13901 2 A meditative place 19 .22362 .83147 .14705 .22566 2 A contemplative environment 25 .16013 .80492 .18894 .16628 2 Space that facilitates quiet study 41 .20398 .80204 .17599 .20255 2 A place for reflection and creativity 37 .22528 .12353 .78405 .15466 * website enabling me locate info on my own 28 .19602 .09611 .75780 .13173 * elec resources accessible home or office 14 .33339 .16156 .60389 .31109 * access tools allow me find on my own 45 .30467 .23784 .59090 .28919 3 Modern equip me easily access info I need 17 .35390 .18467 .55690.41864 * info easily accessible for independent use 29 .30136 .21018 .55341.38474 4 Convenient access to library collections 11 .13494 .23183 .18868 .73636 3 Comprehensive print collections 39 .14894 .23743 .29367 .60350 3 Complete runs of journal titles 16 .29445 .19831 .22384 .60107 3 Interdisciplinary library needs addressed 9 .27782 .05333 .16331 .57866 4 Timely document delivery/interlibrary loan 8 .22850 .18484 .13137 .56343 0 Convenient business hours ________________________________________________________________

  4. Affect of Service • Absorbed several of the original SERVQUAL questions measuring Responsiveness, Assurance and Empathy • In the current analysis also includes Reliability • All in all: the Human Dimension of Service Quality

  5. Access to Information • Covers scope, timeliness, and convenience of access • Adequacy of collections • Comprehensiveness, quality, and depth of information resources • All in all: required information delivered in the format, location, and time of choice

  6. Personal Control • Covers ease of navigation, convenience, and support services • Personal control of the information universe in general and web navigation in particular • All in all: How users want to interact with the modern library

  7. Library as Place • Covers usefulness of space, symbolic value, and refuge for work and study • Transcends the SERVQUAL dimension of Tangibles to include the idea of the library as the campus center of intellectual activity • All in all: As long as physical facilities are adequate, library as place may not be an issue

  8. Survey Design Considerations • Three scales exploring optimal, minimal, and actual service levels • Twenty-five questions clustered around four dimensions • Survey covers a sample of targeted user population • Data illuminates gap between desired level of service and perception of experience

  9. Respondents by Age (Excludes NYPL) Note: LibQUAL+ Spring 2002 Aggregate Survey Results. (2002). vol. 1, p. 19

  10. Respondents by Sex Note: LibQUAL+ Spring 2002 Aggregate Survey Results. (2002). vol. 1, p. 20

  11. 4-Year Institution Respondent by Discipline (n=54,073) Note: LibQUAL+ Spring 2002 Aggregate Survey Results. (2002). Vol. 1, p. 38

  12. Aggregate Dimension Means (n=70,445) Note: LibQUAL+ Spring 2002 Aggregate Survey Results. (2002). vol. 1, p. 24

  13. Mean Perceived Scores 2001/2002 Trend (n=34)

  14. Overall Mean Scores and Service Adequacy Gap Scores By Cohort Group 2002 LibQUAL+ Iteration (n=162) Community Colleges 7.26 (.55) Private Colleges 6.90 (.49) ARL Top 40 6.84 (.46) AAHSL 7.07 (.56) State Colleges & Universities 6.38 (.30) ARL Other 6.74 (.27)

  15. LibQUAL+2002 Liaison Evaluation Survey Highlights • 159 participants from 144 institutions • LibQUAL+ met respondents minimum expectations on all the items in the evaluation survey, and slightly exceeded expectations in the provision of online tools for managing and monitoring the process • Project strengths also include the timely availability of the results, communication from research team members, and the availability of national norms.

  16. 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

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