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LibQUAL+™: Assessing Library Service Quality

LibQUAL+™ is a web-based tool that helps libraries evaluate their service quality, identify best practices, and understand changes in user behavior. It utilizes multiple methods of listening to customers, such as surveys, mystery shopping, and focus group interviews.

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LibQUAL+™: Assessing Library Service Quality

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  1. LibQUAL+™ Introduction Martha Kyrillidou Bruce Thompson National Library for Health London, UK August 26, 2005

  2. Total Circulation Note. M. Kyrillidou and M. Young. (2003). ARL Statistics 2002-03. Washington, D.C.: ARL, p.8.

  3. Reference Transactions Note. M. Kyrillidou and M. Young. (2003). ARL Statistics 2002-03. Washington, D.C.: ARL, p.8.

  4. 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

  5. LibQUAL+™ Goals • Improve mechanisms and protocols for evaluating libraries • Develop web-based tools for assessing library service quality • Identify best practices in providing library service • Support libraries seeking to understand changes in user behavior • Assist libraries seeking to re-position library services in the new environment

  6. Multiple Methodsof Listening to Customers • Transactional surveys* • Mystery shopping • New, declining, and lost-customer surveys • Focus group interviews • Customer advisory panels • Service reviews • Customer complaint, comment, and inquiry capture • Total market surveys* • Employee field reporting • Employee surveys • Service operating data capture *A SERVQUAL-type instrument is most suitable for these methods Note. A. Parasuraman. The SERVQUAL Model: Its Evolution And Current Status. (2000). Paper presented at ARL Symposium on Measuring Service Quality, Washington, D.C.

  7. The LibQUAL+™ Premise “….only customers judge quality; all other judgments are essentially irrelevant” PERCEPTIONS SERVICE Note. Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press.

  8. Reliability Poor Upward Communication Poor Horizontal Communication Poor Tech - Job Fit Perception of Infeasibility Responsiveness Assurance Empathy Tangibles Extended GAPS Model Customers’ Assessment of SQ Organizational Barriers to SQ GAP 1 GAP 2 GAP 5 GAP 3 GAP 4

  9. “22 items”

  10. Survey Instrument

  11. Languages American English British English French Dutch Swedish Consortia Each may create 5 local questions to add to their survey Types of Institutions Academic Health Sciences Academic Law Academic Military College or University Community College European Business Hospital Public State Countries U.S., U.K., Canada, Ireland, the Netherlands, Sweden, France, South Africa, Egypt, Australia Rapid Growth in Other Areas

  12. LibQUAL+™ Participants

  13. Participating Libraries World LibQUAL+™ Survey

  14. LibQUAL+™ Resources • LibQUAL+™ Website:http://www.libqual.org • Publications:http://www.libqual.org/publications • Events and Training: http://www.libqual.org/events • Gap Theory/Radargraph Introduction: http://www.libqual.org/Information/Tools/libqualpresentation.cfm • LibQUAL+™ Procedures Manual:http://www.libqual.org/Information/Manual/index.cfm

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