1. TM Project web site www.arl.org/libqual/ 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 2000200120022003 41-items56-items25-items22-items Affect of Service Service Affect ReliabilityLibrary as Place ReliabilityPersonal ControlInformation Control Provision of Physical Collections Self-RelianceInformation Access Access to Information

7. LibQUAL+™ Growth

8. Rapid Growth in Other Areas  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

9. LibQUAL+™ 2003 by the Numbers InstitutionsSurveys Total308128,958 American English285115,852 Colleges and Universities22198,206 Community Colleges307,354 Academic Health Sciences227,388 Military Institutions61,697 Public and State Institutions5741 Academic Law Institutions1466 British English2011,919 Canadian French2416 Dutch English1771 ARL6631,479

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 Summary State 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+  LibQUAL+  Web Site http://www.arl.org/libqual/ 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