LibQUAL+™ Introduction

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Presentation transcript:

LibQUAL+™ Introduction Auckland, NZ April 5, 2005 Presented by: Colleen Cook Bruce Thompson

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

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

Assessment Sarah Pritchard, Library Trends, 1996 “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

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

LibQUAL+™ Outcomes Securing information that contributes meaningfully to planning and improvement efforts at a local level Providing analytical frameworks that institutional staff can apply without extensive training or assistance Helping decision-makers understand success of investments Finding useful inter-institutional comparisons

Multiple Methods of 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.

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

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

Emergent QUAL QUAN Iterative 2000 2004 LibQUAL+™ Project 13 Libraries English LibQUAL+™ Version 4000 Respondents QUAL QUAN PURPOSE DATA ANALYSIS PRODUCT/RESULT Describe library environment; build theory of library service quality from user perspective Test LibQUAL+™ instrument Refine theory of service quality Refine LibQUAL+™ instrument Test LibQUAL+™ instrument Unstructured interviews at 8 ARL institutions Web-delivered survey Unstructured interviews at Health Sciences and the Smithsonian libraries E-mail to survey administrators Focus groups Content analysis: (cards & Atlas TI) Reliability/validity analyses: Cronbachs Alpha, factor analysis, SEM, descriptive statistics Content analysis Reliability/validity analyses including Cronbachs Alpha, factor analysis, SEM, descriptive statistics Vignette Re-tooling Iterative Emergent 2000 2004 315 Libraries English, Dutch, Swedish, German LibQUAL+™ Versions 160,000 anticipated respondents LibQUAL+™ Project Case studies1 Valid LibQUAL+™ protocol Scalable process Enhanced understanding of user-centered views of service quality in the library environment2 Cultural perspective3 Refined survey delivery process and theory of service quality4 Refined LibQUAL+™ instrument5 Local contextual understanding of LibQUAL+™ survey responses6

“22 items” 2000 2001 2002 2003 41-items 56-items 25-items 22-items Affect of Service Service Affect Reliability Library as Place Personal Control Information Control Provision of Physical Collections Self-Reliance Information Access Access to Information

Survey Instrument

Rapid Growth in Other Areas 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, the Netherlands, South Africa, Sweden, France, Australia, New Zealand, Malaysia

LibQUAL+™ Participants

World LibQUAL+™ Survey Participating Libraries

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

LibQUAL+™ Contact Information Martha Kyrillidou Senior Program for Office of Statistics and Measurement martha@arl.org Amy Hoseth LibQUAL+™ Communications Coordinator amyh@arl.org Jonathan D. Sousa Technical Applications Development Manager jonathan@arl.org