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LibQUAL+®: The UK Experience

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Selena Killick …

Selena Killick
Library Quality Officer, Cranfield University

J. Stephen Town
Director of Information, The University of York

Published in: Education

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  • 1. LibQUAL+®: The UK Experience Selena Killick Library Quality Officer, Cranfield University J. Stephen Town Director of Information, The University of York
  • 2. Outline • Introduction • Consortium Composition • Expectations • Perceptions • Comparisons
  • 3. Background to the SCONUL LibQUAL+® Consortium • 2003 – Pilot study with 16 Libraries • 73 Participants • 51% Repeat Participants • 2010 – CONUL consortium
  • 4. Consortium Composition
  • 5. RLUK 23% Pre-1992 31% Post-1992 30% HE colleges 3% Irish Republic 13% LibQUAL+® Participants by HE Sector
  • 6. 0 10 20 30 40 50 60 70 RLUK Pre-1992 Post-1992 HE colleges LibQUAL+® Libraries by HE Sector LibQUAL+ Libraries Non-LibQUAL+ Libraries
  • 7. Russell Group 27% 1994 Group 30% University Alliance 16% Million+ 27% LibQUAL+® Participants by Mission Group
  • 8. 0 5 10 15 20 25 30 Russell Group 1994 Group University Alliance Million+ LibQUAL+® Libraries by Mission Group LibQUAL+ Libraries Non-LibQUAL+ Libraries
  • 9. Annual 19% Biannual 49% Three-yearly 19% Four-Yearly 3% Five-Yearly 5% Other 5% UK LibQUAL+® Repeat Participation Styles
  • 10. Expectations
  • 11. Highest Desired ID Question Desired (2011.5) Years in Top 5 IC-1 Making electronic resources accessible from my home or office 8.27 9 IC-8 Print and/or electronic journal collections I require for my work 8.10 8 IC-2 A library Web site enabling me to locate information on my own 8.09 9 LP-2 Quiet space for individual work 8.04 1 IC-7 Making information easily accessible for independent use 8.02 2
  • 12. Least Desired ID Question Desired (2011.5) Years in Bottom 5 LP-1 Library space that inspires study and learning 7.77 2 AS-9 Dependability in handling users' service problems 7.73 3 AS-1 Library staff who instill confidence in users 7.48 8 LP-5 Space for group learning and group study 7.23 9 AS-2 Giving users individual attention 6.84 9
  • 13. 6.00 6.10 6.20 6.30 6.40 6.50 6.60 Affect of Service Information Control Library as Place Overall SCONUL LibQUAL+® Dimension Minimum Mean Comparisons Minimum Mean 2004 Minimum Mean 2011.5
  • 14. 7.50 7.60 7.70 7.80 7.90 8.00 8.10 Affect of Service Information Control Library as Place Overall SCONUL LibQUAL+® Dimension Desired Mean Comparisons Desired Mean 2004 Desired Mean 2011.5
  • 15. 5.00 5.20 5.40 5.60 5.80 6.00 6.20 6.40 6.60 6.80 7.00 Making electronic resources accessible from my home or office Library staff who deal with users in a caring fashion Library staff who instill confidence in users Space for group learning and group study SCONUL LibQUAL+® Increasing Minimum Expectations Minimum Mean 2004 Minimum Mean 2011.5
  • 16. 7.70 7.80 7.90 8.00 8.10 Modern equipment that lets me easily access needed information Library space that inspires study and learning The printed library materials I need for my work SCONUL LibQUAL+® Decreasing Desired Expectations Desired Mean 2004 Desired Mean 2011.5
  • 17. Perceptions
  • 18. SCONUL Overall 2011.5
  • 19. SCONUL Overall 2004
  • 20. 5.60 5.80 6.00 6.20 6.40 6.60 6.80 7.00 Affect of Service Information Control Library as Place Overall SCONUL LibQUAL+® Dimension Perceived Mean Comparisons Perceived Mean 2004 Perceived Mean 2011.5
  • 21. 5.50 6.00 6.50 7.00 7.50 8.00 8.50 2004 2005 2006 2007 2008 2009 2010 2011.5 SCONUL LibQUAL+® Overall 2004 - 2011.5 Minimum Mean Desired Mean Perceived Mean
  • 22. 5.50 6.00 6.50 7.00 7.50 8.00 8.50 2004 2005 2006 2007 2008 2009 2010 2011.5 SCONUL LibQUAL+® Affect of Service 2004 - 2011.5 Minimum Mean Desired Mean Perceived Mean
  • 23. 5.50 6.00 6.50 7.00 7.50 8.00 8.50 2004 2005 2006 2007 2008 2009 2010 2011.5 SCONUL LibQUAL+® Information Control 2004 - 2011.5 Minimum Mean Desired Mean Perceived Mean
  • 24. 5.50 6.00 6.50 7.00 7.50 8.00 8.50 2004 2005 2006 2007 2008 2009 2010 2011.5 SCONUL LibQUAL+® Library as Place 2004 - 2011.5 Minimum Mean Desired Mean Perceived Mean
  • 25. Comparisons
  • 26. Dimension Summary 5.00 6.00 7.00 8.00 9.00 SCONUL Overall 2004 ARL Overall 2004 SCONUL Overall 2011.5 ARL Overall 2011.5 MeanScore
  • 27. Affect of Service 5.00 6.00 7.00 8.00 9.00 SCONUL Affect of Service 2004 ARL Affect of Service 2004 SCONUL Affect of Service 2011.5 ARL Affect of Service 2011.5 MeanScore
  • 28. Information Control 5.00 6.00 7.00 8.00 9.00 SCONUL Information Control 2004 ARL Information Control 2004 SCONUL Information Control 2011.5 ARL Information Control 2011.5 MeanScore
  • 29. Library as Place 5.00 6.00 7.00 8.00 9.00 SCONUL Library as Place 2004 ARL Library as Place 2004 SCONUL Library as Place 2011.5 ARL Library as Place 2011.5 MeanScore
  • 30. National Student Survey Comparisons
  • 31. 0 1 2 3 4 5 6 7 NSS LQ+ Overall Perceived 4.06 6.79 4.10 6.76 4.04 6.70 Mean National Student Survey Compared to LibQUAL+ 2008 2009 2010
  • 32. 4.06 4.1 4.04 4.00 4.05 4.10 4.15 4.20 4.25 4.30 4.35 4.40 4.45 4.50 5.50 6.00 6.50 7.00 7.50 8.00 8.50 2008 2009 2010 SCONUL LibQUAL+® & NSS Comparisons NSS LQ+ Minimum LQ+ Desired LQ+ Perceived
  • 33. Selena Killick s.a.killick@cranfield.ac.uk Tel: +44(0)1793 785561 J. Stephen Town stephen.town@york.ac.uk Tel: +44(0)1904 323863