1. Library Service Quality Survey Results Yeo Pin Pin Li Ka Shing Library April 2013

2. LibQUAL Since 2000, more than 1,200 libraries have participated domestically and internationally, with participating institutions in Africa, Australia, Asia, and Europe Helps libraries understand and act upon users’ opinions of service quality Based on SERVQUAL

3. Representativeness by Discipline 1,994 respondents (24%)

4. Core Dimensions Users finding information independently Users’ interaction with library staff

5. Understanding Radar Charts Adequacy Gap = Perceived - Minimum Dimensions rated on scale of 0 to 9 Superiority Gap = Perceived - Desired

6. SMU Radar Chart 2012 ARL Libraries

7. Overall Place Norms LibQUAL 2012 ARL Libraries Notebook n=17,988 LibQUAL 2012 Survey Highlights n=93,196 Library as PlacePerceived MeanAdequacy MeanSuperiority Mean SMU6.830.50-1.04 2012 ARL6.740.72-0.84 2012 LibQUAL6.980.63-0.86

8. SMU Place Dimensions IDQuestion Text Minimum Mean Desired Mean Perceived Mean Adequacy Mean Superiority Mean LP-1Library space that inspires study and learning6.378.026.670.29-1.36 LP-2Quiet space for individual activities6.578.006.720.15-1.28 LP-3A comfortable and inviting location6.297.846.830.54-1.01 LP-4A getaway for study, learning, or research6.277.827.020.76-0.80 LP-5Community space for group learning and group study6.127.686.890.77-0.80 Add A place for reflection and creativity 5.517.056.060.55-0.99 2012 ARL Libraries6.740.72-0.84

9. Overall Information Control Norms Info ControlPerceived MeanAdequacy MeanSuperiority Mean SMU7.230.82-0.66 2012 ARL7.180.59-0.81 2012 LibQUAL7.200.60-0.71 LibQUAL 2012 ARL Libraries Notebook n=17,988 LibQUAL 2012 Survey Highlights n=93,196

10. SMU Info Control Dimensions IDQuestion Text Minimum Mean Desired Mean Perceived Mean Adequacy Mean Superiority Mean IC-1Making electronic resources accessible from my home or office6.488.107.280.80-0.82 IC-2A library Web site enabling me to locate information on my own6.407.947.130.73-0.81 IC-3The printed library materials I need for my work6.297.697.080.79-0.60 IC-4The electronic information resources I need6.407.857.260.86-0.59 IC-5 Modern equipment that lets me easily access needed information 6.307.787.301.00-0.48 IC-6 Easy-to-use access tools that allow me to find things on my own 6.447.897.230.79-0.67 IC-7Making information easily accessible for independent use6.457.917.300.85-0.61 IC-8Print and/or electronic journal collections I require for my work6.547.957.290.74-0.66 AddEase of use of electronic resources 6.497.927.170.67-0.76 LibQUAL 2012 ARL Libraries 7.180.59-0.81

11. Service Norms Affect of ServicePerceived MeanAdequacy MeanSuperiority Mean SMU7.191.20-0.30 2012 ARL7.340.93-0.42 2012 LibQUAL7.440.80-0.39 LibQUAL 2012 ARL Libraries Notebook n=17,988 LibQUAL 2012 Survey Highlights n=93,196

12. SMU Service Dimensions IDQuestion Text Minimum Mean Desired Mean Perceived Mean Adequacy Mean Superiority Mean AS-3Employees who are consistently courteous6.227.687.551.33-0.13 AS-8Willingness to help users6.297.747.491.20-0.25 AS-4Readiness to respond to users' questions6.317.647.431.12-0.21 AS-5 Employees who have the knowledge to answer user questions 6.317.707.411.11-0.29 AS-6Employees who deal with users in a caring fashion5.927.457.261.34-0.19 AS-7Employees who understand needs of their users6.137.607.221.08-0.38 AS-9Dependability in handling users' service problems6.247.717.190.95-0.52 AS-1Employees who instill confidence in users5.437.316.801.37-0.51 AS-2Giving users individual attention5.196.736.471.28-0.26 AddAvailability of subject specialist assistance5.787.346.921.14-0.42 2012 ARL Libraries7.340.93-0.42

13. SMU Thermometer Chart 2012 ARL Libraries

14. International Perception Ratings PercentileARLSCONULCanadaHong Kong SMU 13.6713.3183.8153.9982.74 256.4126.0506.4766.000 507.1436.8647.1826.7277.15 757.7737.5457.7737.318 999.000 8.7739.00 This shows that Singapore survey results are more similar to ARL or US libraries Source: Thompson, Brian. 2008. “Using National and International Score Norms as a Library Service Quality Benchmarking Tool.” Paper presented at the 17 th Meeting of the Greek Academic Libraries, Ioannina, Greece. September 24-26.

15. Additional Questions 1.A place for reflection and creativity (Place) 2.Availability of subject specialist assistance (Service) 3.Ease & timeliness in getting materials from other libraries 4.Ease of use of electronic resources (Info control) 5.Teaching me how to access, evaluate, and use information

16. Satisfaction Overall Mean ARL 2012 How would you rate the overall quality of the service provided by the Library? 7.407.69 In general, I am satisfied with the way in which I am treated at the Library 7.397.35 In general, I am satisfied with library support for my learning, research, and/or teaching needs 7.287.47

17. Satisfaction by Group Overall Mean UG Mean PG Mean Faculty Mean How would you rate the overall quality of the service provided by the Library? 7.407.377.318.08 In general, I am satisfied with the way in which I am treated at the Library 7.397.287.237.64 In general, I am satisfied with library support for my learning, research, and/or teaching needs 7.287.397.327.70 Sample size 1970173611566

18. Information Literacy Outcomes Overall Mean ARL 2012 The library enables me to be more efficient in my academic pursuits or work. 7.156.38 The library aids my advancement in my academic discipline or work. 7.067.27 The library helps me distinguish between trustworthy and untrustworthy information. 6.387.31 The library provides me with the information skills I need in my work or study. 6.366.41 The library helps me stay abreast of developments in my field(s) of interest. 6.326.94

19. Overall Dimensions of Excellence IDQuestion Superiority Gap Perceived Mean AS-3Employees who are consistently courteous-0.137.55 AS-8Willingness to help users-0.257.49 AS-4Readiness to respond to user’s questions-0.217.43 AS-5Employees who have the knowledge to answer user questions-0.297.41 AS-6Employees who deal with users in a caring fashion-0.197.26 AS-3 AS-8 AS-4 AS-5 AS-6

20. Overall Dimensions for Improvement IDQuestion Superiority GapPerceived Mean LP-1Library space that inspires study and learning-1.366.67 LP-2Quiet space for individual activities-1.286.72 LP-3A comfortable and inviting location-1.016.83 LP-Add A place for reflection and creativity-0.996.06 LP-4A getaway for study, learning, or research-0.807.02 LP-5Community space for group learning and group study-0.806.89 LP-1 LP-2 LP-3 LP-Add LP-4 LP-5

21. Postgraduate Dimensions of Excellence IDQuestion Text Superiority Mean Perceived Mean AS-8Willingness to help users-0.177.55 AS-2Giving users individual attention-0.166.69 AS-6Employees who deal with users in a caring fashion-0.137.20 AS-5 Employees who have the knowledge to answer user questions-0.107.56 AS-4Readiness to respond to users' questions-0.087.55 AS-3Employees who are consistently courteous-0.057.57

22. IDQuestion Text Superiority Mean Perceived Mean LP-2Quiet space for individual activities-1.206.75 LP-1Library space that inspires study and learning-1.196.78 LP-4A getaway for study, learning, or research-0.956.98 LP- AddA place for reflection and creativity-0.896.35 IC-1Making electronic resources accessible from my home or office-0.837.37 IC-2A library Web site enabling me to locate information on my own-0.837.11 Postgraduate Dimensions of Excellence

23. Faculty Dimensions of Excellence IDQuestion Text Superiority Gap Perceived Mean AS-3Employees who are consistently courteous0.268.24 AS-8Willingness to help users-0.098.05 AS-4Readiness to respond to users' questions-0.387.95 AS-9Dependability in handling users' service problems-0.157.89 AS-5Employees who have the knowledge to answer user questions-0.457.79

24. IDQuestion Text (Gap from Desired are largest) Superiority Gap Perceived Mean IC-2A library Web site enabling me to locate information on my own-1.067.35 IC-8Print and/or electronic journal collections I require for my work-1.057.40 IC-1Making electronic resources accessible from my home or office-0.927.56 IC-4The electronic information resources I need-0.887.65 IC-6Easy-to-use access tools that allow me to find things on my own-0.837.41 LP-2Quiet space for individual activities-0.746.98 Faculty Dimensions of Excellence

25. Comments 1160 comments (856) 304 with nil, NA, - 15 comments on equipment 70 comments on collection 88 general comments (88 +ve) 90 comments on information control (70 –ve, 20 +ve) 250 comments on place (220 –ve, 30 +ve) 324 comments on service (319 +ve, 5 -ve)

26. Place Comments The entire atmosphere at the library - feels too cramped and crowded with people for it to be a place for reflection or creativity There isn’t enough space for quiet study If zones for group work and individual were more clearly demarcated, students will know where the appropriate place to go

27. Information Control Comments I appreciate that you generally acquire requested materials quickly. The link that appears in scholar.google.com could be improved. (Faculty) I did not actually know what are the resources and databases that we have until a librarian comes to class and tell us about it Some of the databases are quite hard to navigate Has awesome databases and research resources but picking up the skills to use them effectively is a bit harder than it seems

28. Service Comments The service has been top notch for years. The librarians go out of their way to be helpful. (Faculty) I believe that SMU has a leading library team that understands and cares for the needs of every individual student. The library team has played an integral role in my academic pursuits thus far. I like how the librarians are always eager to assist me whenever I approach them with questions. The library training I received in class is also very useful. They are probably the ONE AND ONLY group of staff in SMU that really cares and goes out of their way to give aid, bring laughter, joy to the students

29. Collection & Equipment Comments More full text More journals More books More concurrent logins More Course Reserves copies, latest editions, longer loan periods More leisure reading Computers & LCDs need to be replaced/updated/ in working condition Computers to be installed with Firefox, Chrome, etc

30. Singapore Management University 2013 7.69 -0.61 7.08 6.16

31. ARL Libraries 2012 7.81 -0.67 7.14 6.41

32. Conclusion Service & Library Staff Library as Place Information control (some dimensions can be improved further)