Selena Killick Library Quality Officer, Cranfield University J. Stephen Town Director of Information, The University of York

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