1. TM Project web site www.arl.org/libqual/ Quantitative Background for LibQUAL+ for LibQUAL+  A Total Market Survey Colleen Cook Bruce Thompson January 26-27, 2003 ALA Midwinter Meeting Philadelphia

2. Dimensions of Library Service Quality

3. LibQUAL+  Core Questions Y1 _____________________________________________________________________________ Factor_______ _ No. I II III IVItem Core _____________________________________________________________________________ 32.84947.12848.24465.13335 1 Willingness to help users 33.80847.13662.25348.14147 1 Giving users individual attention 7.80757.17881.12781.21125 1 Employees deal with users caring fashion 50.79273.19288.18847.12497 1 Employees who are consistently courteous 31.77262.16358.26461.20061 1 Employees have knowledge answer questions 5.74072.14754.18453.29624 1 Employees understand needs of users 3.74052.15102.17296.20793 1 Readiness to respond to users' questions 18.71718.19757.18289.26766 1 Employees who instill confidence in users 43.62487.22402.29970.28256 0 Dependability handling service problems 20.16556.87679.11430.16236 2 A haven for quiet and solitude 2.17739.83172.08498.13901 2 A meditative place 19.22362.83147.14705.22566 2 A contemplative environment 25.16013.80492.18894.16628 2 Space that facilitates quiet study 41.20398.80204.17599.20255 2 A place for reflection and creativity 37.22528.12353.78405.15466 * website enabling me locate info on my own 28.19602.09611.75780.13173 * elec resources accessible home or office 14.33339.16156.60389.31109 * access tools allow me find on my own 45.30467.23784.59090.28919 3 Modern equip me easily access info I need 17.35390.18467.55690.41864 * info easily accessible for independent use 29.30136.21018.55341.38474 4 Convenient access to library collections 11.13494.23183.18868.73636 3 Comprehensive print collections 39.14894.23743.29367.60350 3 Complete runs of journal titles 16.29445.19831.22384.60107 3 Interdisciplinary library needs addressed 9.27782.05333.16331.57866 4 Timely document delivery/interlibrary loan 8.22850.18484.13137.56343 0 Convenient business hours ________________________________________________________________

4. Affect of Service uAbsorbed several of the original SERVQUAL questions measuring Responsiveness, Assurance and Empathy uIn the current analysis also includes Reliability uAll in all: the Human Dimension of Service Quality

5. Access to Information uCovers scope, timeliness, and convenience of access uAdequacy of collections uComprehensiveness, quality, and depth of information resources uAll in all: required information delivered in the format, location, and time of choice

6. Personal Control uCovers ease of navigation, convenience, and support services uPersonal control of the information universe in general and web navigation in particular uAll in all: How users want to interact with the modern library

7. Library as Place uCovers usefulness of space, symbolic value, and refuge for work and study uTranscends the SERVQUAL dimension of Tangibles to include the idea of the library as the campus center of intellectual activity uAll in all: As long as physical facilities are adequate, library as place may not be an issue

8. Survey Design Considerations uThree scales exploring optimal, minimal, and actual service levels uTwenty-five questions clustered around four dimensions uSurvey covers a sample of targeted user population uData illuminates gap between desired level of service and perception of experience

10. Respondents by Age (Excludes NYPL) Note: LibQUAL+  Spring 2002 Aggregate Survey Results. (2002). vol. 1, p. 19

11. Respondents by Sex Note: LibQUAL+  Spring 2002 Aggregate Survey Results. (2002). vol. 1, p. 20

12. 4-Year Institution Respondent by Discipline (n=54,073) Note: LibQUAL+  Spring 2002 Aggregate Survey Results. (2002). Vol. 1, p. 38

13. DimensionMinimumDesiredPerceivedSA Gap Access to Information6.577.936.820.25 Affect of Service6.517.907.110.60 Library as Place5.987.416.620.64 Personal Control6.748.157.070.33 Aggregate Dimension Means (n=70,445) Note: LibQUAL+  Spring 2002 Aggregate Survey Results. (2002). vol. 1, p. 24

14. Mean Perceived Scores 2001/2002 Trend (n=34)

15. ARL Top 40 6.84 (.46) ARL Other 6.74 (.27) Private Colleges 6.90 (.49) State Colleges & Universities 6.38 (.30) Community Colleges 7.26 (.55) Overall Mean Scores and Service Adequacy Gap Scores By Cohort Group 2002 LibQUAL+  Iteration (n=162) AAHSL 7.07 (.56)

16. u159 participants from 144 institutions + uLibQUAL+  met respondents minimum expectations on all the items in the evaluation survey, and slightly exceeded expectations in the provision of online tools for managing and monitoring the process uProject strengths also include the timely availability of the results, communication from research team members, and the availability of national norms. LibQUAL+  2002 Liaison Evaluation Survey Highlights

17. 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