LibQUAL+ 2005 Brown University Library

1. LibQUAL+2005Brown University Library ™ March 2006 Raynna Bowlby Dan O’Mahony Source: ARL

2. Desired Outcomes for Today • Understand aims and key features of LibQUAL+ and how data/results are analyzed • Become familiar with what our users said • re: the recent past (comparisons to last survey, 2002) • re: current/future needs • Initiate further analysis throughout the Library and act on LQ2005 results in order to achieve improvements for users

3. What is LibQUAL+ ?

4. “...only customers judge quality; all other judgments are essentially irrelevant.” Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press.

5. LibQUAL+ Measures: • 3 aspects of overall user satisfaction • Minimum, Desired, Perceived service performance level: • Issues related to Affect of Service • Issues related to Information Control • Issues related to Library as Place • 5 optional service issues (from provided choices) • Gap Analysis • 5 aspects of library outcomes • Frequency of use of library, web, web gateways • Opportunity for users to comment

6. Survey Structure:what we ask our users

7. Dimensions ofLibrary Service Quality

8. Brown one of 164 participating libraries Est. 78,000 total respondents; 40,000 from 43 ARL libraries Brown surveyed all faculty, all grad & med, and random sample of UG 3,928 email invitations sent 1,102 survey responses completed (28%) 202 faculty (18%) 535 grad (48%) 362 undergrad (33%) Brown one of 234 participating libraries Over 100,000 total respondents; 17,000 from 32 ARL libraries Brown surveyed all faculty, all grad and med students, and all undergrads 9,280 email invitations sent 1,983 survey responses completed (21.4%) 174 faculty (16%pop, 9%resp) 515 grad (21%pop, 27%resp) 1228 undergrad (64%, 64%) Brown LibQUAL+ Demographics:2002 vs. 2005

9. Has the Librarymade improvements2002 to 2005? From the user’s perspective…

10. Increase in satisfaction in all 3 satisfaction measures for overall population

11. Increase or no change in satisfaction in all 3 satisfaction measures among all 3 user groups

12. Increase in the perceived service performance overall, and in 2 of 3 dimensions for total population

13. Increase in the perceived service performance (overall) for all user groups

14. Most improvement in perceived service performance, 2002  2005 • 6.19 6.89“Print and/or electronic journal collections I require for my work” (IC) • 6.537.0“Making electronic resources accessible from my home or office” (IC) • 5.515.94 “The printed library materials I need for my work” (IC) • 6.176.56“A comfortable and inviting location” (LP) • 6.696.94“Willingness to help users” (AS)

15. In what areasdoesthe Brown communitythinkwe are performing“best” ?

16. Undergraduates(highest perceived service performance) • 6.98 -- “Modern equipment that lets me easily access needed information” (IC) • 6.96 -- “The electronic information resources I need” (IC) • 6.95 -- “Making information easily accessible for independent use” (IC) • 6.94 -- “Readiness to respond to users’ questions” (AS) • 6.92 -- “A library Web site enabling me to locate information on my own” (IC)

17. Grad & Med Students(highest perceived service performance) • 7.15 -- “Making electronic resources accessible from my home or office” (IC) • 7.09 -- “Convenience of borrowing books from other colleges” (OP) • 7.05 -- “A library Web site enabling me to locate information on my own” (IC) • 7.05 -- “The electronic information resources I need” (IC) • 7.02 -- “Easy-to-use access tools that allow me to find things on my own” (IC)

18. Faculty(highest perceived service performance) • 7.53 -- “Employees who are consistently courteous” (AS) • 7.49 -- “Readiness to respond to users’ questions” (AS) • 7.47 -- “Willingness to help users” (AS) • 7.40 -- “Employees who have the knowledge to answer users questions” (AS) • 7.33 -- “Dependability in handling users’ service problems” (AS) • 7.32 -- “Convenient business hours” (OP)

19. In what areasdoesthe Brown communitythinkwe are performing“worst” ?

20. Undergraduates(lowest perceived service performance) • 5.75 -- “Giving users individual attention” (AS) • 5.85 -- “Community space for group learning and group study” (LP) • 5.86 -- “Library space that inspires study and learning” (LP) • 6.01 -- “Employees who instill confidence in users” (AS) • 6.01 -- “Availability of subject specialist assistance” (OP) • 6.08 -- “A comfortable and inviting location” (LP) • 6.23 -- “Teaching me how to locate, evaluate, and use information” (OP)

21. Grad & Med Students(lowest perceived service performance) • 5.19 -- “Library space that inspires study and learning” (LP) • 5.43 -- “Community space for group learning and group study” (LP) • 5.63 -- “A comfortable and inviting location” (LP) • 5.87 -- “A getaway for study, learning, or research” (LP) • 6.01 -- “Quiet space for individual activities” (LP) • 6.17 -- “Giving users individual attention” (AS) • 6.24 -- “Employees who instill confidence in users” (AS)

22. Faculty(lowest perceived service performance) • 5.08 -- “Community space for group learning and group study” (LP) • 5.24 -- “Library space that inspires study and learning” (LP) • 5.76 -- “A getaway for study, learning, or research” (LP) • 5.84 -- “A comfortable and inviting location” (LP) • 5.98 -- “Quiet space for individual activities” (LP) • 6.33 -- “The printed library materials I need for my work” (IC) • 6.52 -- “Online course support (readings, links, references) (OP)

23. Are there otherdifferences / changes2002 to 2005 ?

24. Changes in user expectations (minimum & desired), 2002 to 2005 Affect of Service Information Control Library as Place 2002 2005 2002 2005 2002 2005

25. Comparison of 2002 and 2005 Affect of Service Information Control Library as Place 2002 2005 2002 2005 2002 2005

26. What areasshould we target forimprovements, especially asuser needs/wantschange?

27. Where are we furthest from meeting users’ minimum “needs”? (largest adequacy gap, perceived - minimum) Perceived service performance from the Library was BELOW the minimum service level: • - 0.31 -- “Library space that inspires study and learning” (LP) • - 0.05 -- “A comfortable and inviting location” (LP)

28. Where are we furthest from meeting minimum “needs” for undergrad students?(largest adequacy gap, perceived - minimum) • - 0.09 -- “Library space that inspires study and learning” (LP)

29. Where are we furthest from meeting minimum “needs” for grad & med students?(largest adequacy gap, perceived - minimum) • -0.81 -- “Library space that inspires study and learning” (LP) • -0.38 -- “A comfortable and inviting location” (LP) • -0.36 -- “Print and/or electronic journal collections I require for my work (IC) • -0.28 -- “The printed library materials I need for my work” (IC) • -0.17 -- “A getaway for study, learning, or research” (LP) • -0.07 -- “Quiet space for individual activities” (LP) • -0.02 -- “Modern equipment that lets me easily access needed information” (IC)

30. Where are we furthest from meeting minimum “needs” for faculty?(largest adequacy gap, perceived - minimum) • -0.70 -- “Print and/or electronic journal collections I require for my work (IC) • -0.61 -- “The printed library materials I need for my work” (IC) • -0.40 -- “Library space that inspires study and learning” (LP) • -0.39 -- “A library Web site enabling me to locate information on my own” (IC) • -0.31 -- “Making electronic resources accessible from my home or office” (IC) • -0.23 -- “The electronic information resources I need” (IC) • -0.11 -- “Easy-to-use access tools that allow me to find things on my own” (IC) • -0.08 -- “Modern equipment that lets me easily access needed information” (IC)

31. What are users’ top “wants”?(highest desired level of service) • 8.46 -- “Making electronic resources available from my home or office” (IC) • 8.40 -- “Print and/or electronic journal collections I require for my work” (IC) • 8.33 -- “Convenient business hours” (OP) • 8.33 -- “Modern equipment that lets me easily access needed information” (IC) • 8.31 -- “The electronic information resources I need” (IC) • 8.29 -- “A library Web site enabling me to locate information on my own” (IC)

32. Where are we furthest from meeting users’ top “wants”?(largest superiority gap, perceived - desired) • - 2.32 -- “Library space that inspires study and learning” (LP) • - 2.03 -- “A comfortable and inviting location” (LP) • - 1.69 -- “A getaway for study, learning, and research” (LP) • - 1.59 -- “Community space for group learning and group study” (LP) Slide 1 of 2

33. Where are we furthest from meeting users’ top “wants”?(largest superiority gap, perceived - desired) • - 1.52 -- “Print and/or electronic journals I require for my work” (IC) • - 1.49 -- “The printed library materials I need for my work” (IC) • - 1.45 -- “Making electronic resources accessible from my home or office” (IC) • - 1.40 -- “Modern equipment that lets me easily access needed information” (IC) Slide 2 of 2

34. What elseisinteresting in LibQUAL+ 2005 ?

35. Frequency of using Library and non-library information resources

37. Looking to peer libraries... • Higher satisfaction in ARL overall • Higher perception of service performance in ARL overall • Higher minimum expectations in ARL overall (but not higher desired expectation) • Higher assessment of library outcomes in ARL overall

38. Comparison of overall satisfaction, Brown and ARL 2005 LibQUAL+

39. Comparison of expectations and performance, Brown and ARL2005 LibQUAL+ Affect of Service Information Control Library as Place Brown n = 2K ARL n = 17K Brown ARL Brown ARL

40. Yes,but whatdo Brown usersREALLYthink ?

41. “...only customers judge quality; all other judgments are essentially irrelevant.” Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press.

42. How can I learn moreaboutLibQUAL+ ?

43. LibQUAL+™ Resources • Brown’s 2005 LibQUAL+ http://www.brown.edu/Facilities/University_Library/datafarm/libqual_prelim_2005.pdf • Brown’s 2002 LibQUAL+http://www.brown.edu/Facilities/University_Library/MODEL/lunt/libqual/libqual_front.html • LibQUAL+™ Websitehttp://www.libqual.org • LibQUAL+™ Tutorial“Learn to Read LibQUAL+ Charts” http://www.libqual.org/Information/Tools/index.cfm

44. What can I dowith LibQUAL+to improveLibrary service?

45. Next Steps • Read LibQUAL+ 2005 report (and comments) • Identify questions related to your area of work and study data/results • Use Excel or SPSS to further analyze data on specific population subsets • Use LibQUAL+ results with other data (including ARL statistics, internal records) to get fuller context • Implement service improvements!

46. Questions & Discussion