LibQual 2005: Staff Presentation

474 views

Published on

An overview of the results of the LibQual 2005 survey at the Syracuse University Library

Published in: Education
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
474
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
0
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

LibQual 2005: Staff Presentation

  1. 1. LibQUAL+™ 2005 Summary ResultsSyracuse University Library
  2. 2. What is LibQUAL+?LibQUAL+ is a web-administered surveythat measures the gap between the level ofservice quality desired by users and thelevel of service quality users perceive whenusing Library services.
  3. 3. What is LibQUAL+?Institutional data and reports enable us toassess whether our library services aremeeting user expectationsNorms allow us to compare our library’sperformance with that of peer institutions
  4. 4. Survey Implementation Details Sample:  2500 undergraduates  900 graduates 4600  600 faculty  600 staff  All library staff Survey dates: March 28 – April 15, 2005
  5. 5. 456 Valid Surveys
  6. 6. Representativeness by Population
  7. 7. Representativeness by Discipline
  8. 8. Anatomy of LibQUAL+ 200522 Core Questions Affect of Service Dimension Information Control Dimension Library as Place Dimension5 Local Questions8 General Satisfaction and OutcomesDemographicsComments
  9. 9. Affect of Service Dimension AS-1 Employees who instill confidence in users AS-2 Giving users individual attention AS-3 Employees who are consistently courteous AS-4 Readiness to respond to users questions AS-5 Employees who have the knowledge to answer user questions AS-6 Employees who deal with users in a caring fashion AS-7 Employees who understand the needs of their users AS-8 Willingness to help users AS-9 Dependability in handling users service problems
  10. 10. Information Control Dimension IC-1 Making electronic resources accessible from my home or office IC-2 A library Web site enabling me to locate information on my own IC-3 The printed library materials I need for my work IC-4 The electronic information resources I need IC-5 Modern equipment that lets me easily access needed information IC-6 Easy-to-use access tools that allow me to find things on my own IC-7 Making information easily accessible for independent use IC-8 Print and/or electronic journal collections I require for my work
  11. 11. Library as Place Dimension LP-1 Library space that inspires study and learning LP-2 Quiet space for individual activities LP-3 A comfortable and inviting location LP-4 A getaway for study, learning, or research LP-5 Community space for group learning and group study
  12. 12. Local Questions Local 1 Providing help when and where I need it Local 2 Collections of online full-text articles sufficient to meet my needs Local 3 Using the library for recreation and popular materials Local 4 Helpfulness in dealing with users IT problems Local 5 Making me aware of library resources and services
  13. 13. Survey InstrumentGap analysis in LibQUAL+ isbased on each respondent rankingthe library on each of 22+ items*(using a scale of 1 to 9) accordingto three questions:• What is my minimum acceptablelevel of service?•What is my desired level ofservice?•What is the library’s current levelof service?
  14. 14. Survey Instrument
  15. 15. Radar Charts 101The desired and minimum scoresestablish the upper and lowerboundaries of a zone of tolerancewithin which the perceived scoresshould float if respondents viewservice as adequate.If scores are within the zone oftolerance, the service adequacy gapis positive because usersperceptions are higher than theirminimum expectations, althoughlower than their desiredexpectations. A negative serviceadequacy gap occurs whenperceptions fall below minimumexpectations
  16. 16. Core Questions Summary: Aggregate Results (excludes Library staff)
  17. 17. Core Questions Summary: Aggregate Results 2003/2005 Comparison 2005 2003
  18. 18. Undergraduate Core Questions Summary
  19. 19. Graduate Core Questions Summary
  20. 20. Faculty Core Questions Summary
  21. 21. University Staff Core Questions Summary
  22. 22. Library Staff Core Question Summary
  23. 23. 2003-2005 Overall Comparison
  24. 24. 2003-2005 Overall Comparison
  25. 25. General Satisfaction and Outcomes Questions
  26. 26. 2005 Local Questions Summary
  27. 27. “Top 10 Lists”
  28. 28. Items with the Highest Desired (Mean) Scores “What they really want most”Item Text 2005 (2003)IC-1 Making electronic resources accessible from my home or office 8.37 (8.37)IC-2 A library Web site enabling me to locate information on my own 8.36 (8.41)Local2 Collections of online full-text articles sufficient to meet my needs 8.33 (n/a)IC-4 The electronic information resources I need 8.31 (8.36)IC-8 Print and/or electronic journal collections I require for my work 8.29 (8.21)IC-6 Easy-to-use access tools that allow me to find things on my own 8.26 (8.32)IC-7 Making information easily accessible for independent use 8.16 (8.21)IC-5 Modern equipment that lets me easily access needed information 8.16 (8.24)AS-5 Employees who have the knowledge to answer user questions 8.08 (8.10)AS-8 Willingness to help users 7.99 (8.13)
  29. 29. Items with the Highest Perceived (Mean) Scores “They think we are doing okay”Item Text 2005 (2003)IC-2 A library Web site enabling me to locate information on my own 7.21 (7.07)AS-4 Readiness to respond to users questions 7.10 (7.13)IC-1 Making electronic resources accessible from my home or office 7.07 (6.95)AS-8 Willingness to help users 7.04 (7.21)IC-4 The electronic information resources I need 7.02 (6.90)AS-5 Employees who have the knowledge to answer user questions 7.01 (6.97)IC-7 Making information easily accessible for independent use 7.00 (6.95)AS-3 Employees who are consistently courteous 6.98 (7.08)IC-6 Easy-to-use access tools that allow me to find things on my own 6.98 (6.63)IC-5 Modern equipment that lets me easily access needed information 6.91 (6.80)
  30. 30. Items with the Lowest Adequacy Gap Scores “We aren’t meeting minimum expectations”IC-8 Print and/or electronic journal collections I require for my work -0.25 (0.51)Local2 Collections of online full-text articles sufficient to meet my needs -0.21 (n/a)IC-3 The printed library materials I need for my work 0.03 (-0.37)LP-1 Library space that inspires study and learning 0.09 (-0.04)IC-5 Modern equipment that lets me easily access needed information 0.10 (0.03)IC-6 Easy-to-use access tools that allow me to find things on my own 0.10 (0.00)AS-9 Dependability in handling users service problems 0.15 (0.11)IC-4 The electronic information resources I need 0.15 (–0.03)IC-7 Making information easily accessible for independent use 0.18 (0.09)LP-2 Quiet space for individual activities 0.18 (0.49)
  31. 31. Top Ten Score Increases Increases in Adequacy Gap Score (2003 to 2005)Making electronic resources accessible from my home or office ↑ 0.47The printed library materials I need for my work ↑ 0.40Print and/or electronic journal collections I require for my work ↑ 0.26The electronic information resources I need ↑ 0.18A library Web site enabling me to locate information on my own ↑ 0.18Library space that inspires study and learning ↑ 0.13A getaway for study, learning, or research ↑ 0.12Easy-to-use tools that allow me to find things on my own ↑ 0.10Making information easily accessible for independent use ↑ 0.09Employees who instill confidence in users ↑ 0.08
  32. 32. Decreases in Adequacy Gap Score (2003 – 2005)Community space for group learning and group study ↓ 0.36Quiet space for individual activities ↓ 0.31A comfortable and inviting location ↓ 0.25Employees who are consistently courteous ↓ 0.13Giving users individual attention ↓ 0.09Willingness to help users ↓ 0.05
  33. 33. Team Next StepsLibQUAL+ results tell us WHAT notWHY.Service adequacy gaps highlight areasthat warrant further investigation.
  34. 34. Team Next StepsComment/text analysisSPSS data files available summer 2005  Enable more granular analysis  Norms/peer comparisonIdentify areas in need of further investigationTeam report by end of AugustCommunication of results to campus community

×