LibQUAL+ ® Survey Introduction Philadelphia, PA January 14, 2008 Presented by: Martha Kyrillidou Director, Statistics and Service Quality Programs Association of Research Libraries old.libqual.org

Reference Transactions ARL Statistics

old.libqual.org 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

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

old.libqual.org Dimensions items56 items25 items22 items Affect of Service Library as Place Reliability Personal Control Information Control Provision of Physical Collections Self-Reliance Information Access Access to Information

old.libqual.org Survey Structure (Detail View)

old.libqual.org Rapid Growth Languages –Afrikaans –American English –British English –Chinese –Danish –Dutch –Finnish –French –German –Japanese –Norwegian –Spanish –Swedish –Welsh Consortia *Each may create 5 local questions to add to their survey Countries –Australia, Canada, Denmark, Egypt, Finland, France, Hong Kong, Ireland, New Zealand, the Netherlands, Norway, South Africa, Sweden, Switzerland, UAE, U.K., U.S. Types of Institutions –Academic Health Sciences –Academic Law –Academic Military –College or University –Community College –Electronic –European Business –European Parliament –Family History –Research Centers (FFRDC) Libraries –High School –Hospital –National Health Service England –Natural Resources –New York Public –Public –Smithsonian –State –University/TAFE

old.libqual.org LibQUAL+ ® Participants

old.libqual.org LibQUAL+ ® First Year Participants

old.libqual.org LibQUAL+ ® Surveys by Type Year Type Academic Health Sciences Academic Law Academic Military College or University Canadian Government 18 Community College Electronic 1 European Business 5 16 Family History 1 2 Hospital 1011 National Health Services England 10 Natural Resources 4 New York Public 1 Public Research Centers (FFRDC) Libraries 521 Smithsonian 1 1 State University/TAFE 212

old.libqual.org LibQUAL+ ® Languages

old.libqual.org LibQUAL+ ® Surveys by Language Year Language Afrikaans 41 American English British English Chinese4 Danish 1 Dutch 1 2 Dutch English 11 2 Finnish 1 French Canadian French Continental 1 1 German 1 Norwegian 1 Swedish 5211 Swedish British English 1 Swedish English (A.E.) 21

old.libqual.org LibQUAL+ ® Surveys by Consortia Year Consortium AAHSL Alabama Academic (NAAL) AJCU - Academic Libraries AJCU - Law Libraries 1 Connecticut State University Library System (CONSULS) 5 Consortium of Church Libraries and Archives 7 CUC Group (formerly CES) CUNY Libraries 19 Department of Justice Canada Libraries 12 European Business Schools Librarians Group 6 17 Georgia Consortium 191 Harrisburg Area Community Colleges 5 Hospital/MLA 7 JULAC11 Keystone Library Network 15

old.libqual.org LibQUAL+ ® Surveys by Consortia (cont’d) Year Consortium LibQUAL Canada 63 Maine URSUS Libraries 13 Massachusetts LSTA 5 MCCLPHEI 23 MERLN (Military Education & Research Library Network) 6 National Health Service England 10 New England Law Library Consortium (NELLCO) 8 1 North Carolina Community Colleges 15 NY3Rs College and University Libraries NY3Rs Public Libraries 5 Oberlin Libraries Group OhioLINK Research Centers (FFRDC) Libraries SCONUL State University Libraries of Florida 621 University of Wisconsin System 14 VALE 12 1

old.libqual.org Participating Libraries by Country Year Country Australia 1623 Canada Denmark 1 2 Egypt 1 21 Finland 2 France 1 21 Hong Kong 11 Ireland 1121 Mexico 1 Netherlands 11 5 New Zealand 13 Norway 2

old.libqual.org Participating Libraries by Country (cont’d) Year Country South Africa 1285 Sweden 3442 Switzerland 2 2 U.A.E. 1 U.K

old.libqual.org Surveys by Session: YearSession 1Session

old.libqual.org World LibQUAL+ ® Survey

old.libqual.org LibQUAL+ ® Resources LibQUAL+ ® Web site: Publications: Events and Training: Gap Theory/Radar Graph Introduction: LibQUAL+ ® Procedures Manual:

old.libqual.org The LibQUAL+ ® Team MaShana Davis Technical Communications Liaison Yolanda Glass Administrative Assistant Kristina Justh Customer Relations Coordinator Martha Kyrillidou Director, Statistics and Service Quality Programs Gary Roebuck Technical Operations Manager