Commonalities in LibQUAL+® (Dis)satisfaction: An international trend?

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This document summarizes research comparing satisfaction and dissatisfaction levels across different dimensions of library services, such as affect of service, information control, and library as place. The research analyzed data from 19 European libraries and the ARL LibQUAL+ consortium in 2013, with over 41,000 total respondents who were primarily undergraduate students. Respondents' satisfaction and dissatisfaction were defined based on whether their perceptions met or exceeded their minimum and desired expectations. The results showed some commonalities in which dimensions had higher satisfaction and dissatisfaction levels between the European and ARL samples. Differences in satisfaction levels across user groups like undergraduates, graduates, and faculty were also examined.

Education

Commonalities in LibQUAL+® (Dis)satisfaction:
An international trend?
Research conducted by
Selena Killick Martha Kyrillidou
Cranfield University Association of Research Libraries

LibQUAL+®
• Internationally Renowned
• Web based
• Standardised
• Expectations & Perceptions
LibQUAL+®

Adequacy and Superiority
Adequacy:
Calculated by subtracting Minimum from Perceived score.
A negative score indicates failing to meet minimum expectations.
Superiority:
Calculated by subtracting Desired from Perceived score.
A positive score indicates exceeding desired expectations.
Question 1
1 2 3 4 5 6 7 8 9
Adequacy Superiority
Minimum Desired Perceived

Dimensions
Affect of Service
Empathy
Responsiveness
Assurance
Reliability
Information Control Library as Place
Scope of Content
Convenience
Ease of Navigation
Timeliness
Equipment
Self-Reliance
Utilitarian Space
Symbol
Refuge

Commonalities in Satisfaction?
Affect of Service Information Control Library as Place
? ?
?
?
?
?

Commonalities in Dissatisfaction?
Affect of Service Information Control Library as Place
? ?
?
? ?
?

Sample Group
• 2012: 19 European Libraries
• 2013: ARL LibQUAL+ consortium 2013
• All respondents excluding Library staff
• After data screening, n= 41,018 (~50% UG)

Definitions of satisfied/dissatisfied
Satisfied
For each dimension:
Superiority gap >0
Adequacy gap >1
• Minimum expectations are
being exceeded by at least 1
• Desired expectations are
being met or exceeded
Dissatisfied
For each dimension:
Adequacy gap <0
Superiority gap <-1
• Desired expectations are
not being met by at least 1
• Minimum expectations
are not being met

Satisfied European Respondents
Affect of Service Information Control Library as Place

Satisfied ARL Respondents
Affect of Service Information Control Library as Place

Affect of Service Information Control Library as Place
Undergraduates
Graduates
Faculty

Dissatisfied European Respondents
Affect of Service Information Control Library as Place

Dissatisfied ARL Respondents
Affect of Service Information Control Library as Place

Thank You!
Selena Killick Martha Kyrillidou
Cranfield University Association of Research Libraries
s.a.killick@cranfield.ac.uk martha@arl.org

What is the key to library user satisfaction? Can LibQUAL+® help in the quest for delivering a quality library service? The purpose of this paper is to present international research into library customer satisfaction as measured by the LibQUAL+® survey methodology. Commonalities of satisfaction and dissatisfaction have been identified which influence the customers overall view of the library. This knowledge can be used to further increase customer satisfaction through targeting these areas for service improvement.

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