Transcript Slide 1

Library Service Quality
Survey Results
Yeo Pin Pin
Li Ka Shing Library
April 2013
LibQUAL
• Since 2000, more than 1,200 libraries
have participated domestically and
internationally, with participating
institutions in Africa, Australia, Asia, and
Europe
• Helps libraries understand and act upon
users’ opinions of service quality
• Based on SERVQUAL
Representativeness by Discipline
1,994 respondents (24%)
Core Dimensions
Users’ interaction with library staff
Affect of Service
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 with the knowledge to answer Q
AS-6 Employees deal with users in a caring fashion
AS-7 Employees who understand my needs
AS-8 Willingness to help users
AS-9 Dependability in handling my service problems
Users finding information independently
Information Control
IC-1 Making e-resources accessible from my home or office
IC-2 Library Web site enables me to locate info on my own
IC-3 Printed library materials I need for my work
IC-4 Electronic information resources I need
IC-5 Modern equipment to easily access needed information
IC-6 Easy-to-use tools allows me to find things on my own
IC-7 Make information easily accessible for independent use
IC-8 Print and/or e-journal collections I require for my work
Library As Place
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
Understanding Radar Charts
Dimensions rated on scale of 0 to 9
Superiority Gap =
Perceived - Desired
Adequacy Gap =
Perceived - Minimum
SMU Radar Chart
2012 ARL Libraries
Overall Place Norms
Library as Place
Perceived Mean
Adequacy Mean
Superiority Mean
SMU
6.83
0.50
-1.04
2012 ARL
6.74
0.72
-0.84
2012 LibQUAL
6.98
0.63
-0.86
LibQUAL 2012 ARL Libraries Notebook n=17,988
LibQUAL 2012 Survey Highlights n=93,196
SMU Place Dimensions
ID
Question Text
Minimum
Mean
Desired
Mean
Perceived Adequacy Superiority
Mean
Mean
Mean
LP-1 Library space that inspires study and learning
6.37
8.02
6.67
0.29
-1.36
LP-2 Quiet space for individual activities
6.57
8.00
6.72
0.15
-1.28
LP-3 A comfortable and inviting location
6.29
7.84
6.83
0.54
-1.01
LP-4 A getaway for study, learning, or research
6.27
7.82
7.02
0.76
-0.80
LP-5 Community space for group learning and group study
6.12
7.68
6.89
0.77
-0.80
5.51
7.05
6.06
0.55
-0.99
Add
A place for reflection and creativity
2012 ARL Libraries
6.74
0.72
-0.84
Overall Information Control
Norms
Info Control
Perceived Mean
Adequacy Mean
Superiority Mean
SMU
7.23
0.82
-0.66
2012 ARL
7.18
0.59
-0.81
2012 LibQUAL
7.20
0.60
-0.71
LibQUAL 2012 ARL Libraries Notebook n=17,988
LibQUAL 2012 Survey Highlights n=93,196
SMU Info Control Dimensions
Minimum
Mean
Desired
Mean
Perceived
Mean
Adequacy Superiority
Mean
Mean
ID
Question Text
IC-1
Making electronic resources accessible from my home or office
6.48
8.10
7.28
0.80
-0.82
IC-2
A library Web site enabling me to locate information on my own
6.40
7.94
7.13
0.73
-0.81
IC-3
The printed library materials I need for my work
6.29
7.69
7.08
0.79
-0.60
IC-4
The electronic information resources I need
6.40
7.85
7.26
0.86
-0.59
6.30
7.78
7.30
1.00
-0.48
6.44
7.89
7.23
0.79
-0.67
IC-5
IC-6
Modern equipment that lets me easily access needed
information
Easy-to-use access tools that allow me to find things on my
own
IC-7
Making information easily accessible for independent use
6.45
7.91
7.30
0.85
-0.61
IC-8
Print and/or electronic journal collections I require for my work
6.54
7.95
7.29
0.74
-0.66
6.49
7.92
7.17
0.67
-0.76
Add
Ease of use of electronic resources
LibQUAL 2012 ARL Libraries
7.18
0.59
-0.81
Service Norms
Affect of Service
Perceived Mean
Adequacy Mean
Superiority Mean
SMU
7.19
1.20
-0.30
2012 ARL
7.34
0.93
-0.42
2012 LibQUAL
7.44
0.80
-0.39
LibQUAL 2012 ARL Libraries Notebook n=17,988
LibQUAL 2012 Survey Highlights n=93,196
SMU Service Dimensions
ID
Question Text
Minimum Desired
Mean
Mean
Perceived Adequacy Superiority
Mean
Mean
Mean
AS-3 Employees who are consistently courteous
6.22
7.68
7.55
1.33
-0.13
AS-8 Willingness to help users
6.29
7.74
7.49
1.20
-0.25
AS-4 Readiness to respond to users' questions
6.31
7.64
7.43
1.12
-0.21
6.31
7.70
7.41
1.11
-0.29
AS-6 Employees who deal with users in a caring fashion
5.92
7.45
7.26
1.34
-0.19
AS-7 Employees who understand needs of their users
6.13
7.60
7.22
1.08
-0.38
AS-9 Dependability in handling users' service problems
6.24
7.71
7.19
0.95
-0.52
AS-1 Employees who instill confidence in users
5.43
7.31
6.80
1.37
-0.51
AS-2 Giving users individual attention
5.19
6.73
6.47
1.28
-0.26
Add
5.78
7.34
6.92
1.14
-0.42
AS-5
Employees who have the knowledge to answer
user questions
Availability of subject specialist assistance
2012 ARL Libraries
7.34
0.93
-0.42
SMU Thermometer Chart
2012 ARL Libraries
International Perception Ratings
Percentile
ARL
SCONUL
Canada
Hong
Kong
SMU
1
3.671
3.318
3.815
3.998
2.74
25
6.412
6.050
6.476
6.000
50
7.143
6.864
7.182
6.727
75
7.773
7.545
7.773
7.318
99
9.000
9.000
9.000
8.773
7.15
9.00
This shows that Singapore survey results are more similar to ARL or US libraries
Source: Thompson, Brian. 2008. “Using National and International Score Norms as a Library Service
Quality Benchmarking Tool.” Paper presented at the 17th Meeting of the Greek Academic Libraries,
Ioannina, Greece. September 24-26.
Additional Questions
1.
2.
3.
4.
5.
A place for reflection and creativity (Place)
Availability of subject specialist assistance (Service)
Ease & timeliness in getting materials from other libraries
Ease of use of electronic resources (Info control)
Teaching me how to access, evaluate, and use information
8
7
6
5
0
1
2
3
4
5
6
Satisfaction
Overall
Mean
ARL
2012
How would you rate the overall quality of the service
provided by the Library?
7.40
7.69
In general, I am satisfied with the way in which I am treated
at the Library
7.39
7.35
In general, I am satisfied with library support for my learning,
research, and/or teaching needs
7.28
7.47
Satisfaction by Group
Overall
Mean
UG
Mean
PG
Mean
Faculty
Mean
How would you rate the overall quality of the
service provided by the Library?
7.40
7.37
7.31
8.08
In general, I am satisfied with the way in
which I am treated at the Library
7.39
7.28
7.23
7.64
In general, I am satisfied with library support
for my learning, research, and/or teaching
needs
7.28
7.39
7.32
7.70
Sample size
1970
1736
115
66
Information Literacy Outcomes
Overall
Mean
ARL
2012
The library enables me to be more efficient in my academic
pursuits or work.
7.15
6.38
The library aids my advancement in my academic discipline or
work.
7.06
7.27
The library helps me distinguish between trustworthy and
untrustworthy information.
6.38
7.31
The library provides me with the information skills I need in my
work or study.
6.36
6.41
The library helps me stay abreast of developments in my
field(s) of interest.
6.32
6.94
Overall Dimensions of
Excellence
Superiority
Gap
Perceived
Mean
AS-3 Employees who are consistently courteous
-0.13
7.55
AS-8 Willingness to help users
-0.25
7.49
AS-4 Readiness to respond to user’s questions
-0.21
7.43
AS-5 Employees who have the knowledge to answer user questions
-0.29
7.41
AS-6 Employees who deal with users in a caring fashion
-0.19
7.26
ID
Question
8
7
6
AS-3
AS-8
AS-4
2
3
AS-5
AS-6
5
0
1
4
5
6
Overall Dimensions for
Improvement
ID
Question
LP-1
Library space that inspires study and learning
-1.36
6.67
LP-2
Quiet space for individual activities
-1.28
6.72
LP-3
A comfortable and inviting location
-1.01
6.83
LP-Add A place for reflection and creativity
-0.99
6.06
LP-4
A getaway for study, learning, or research
-0.80
7.02
LP-5
Community space for group learning and group study
-0.80
6.89
Superiority Gap Perceived Mean
LP-1
9
LP-2
LP-3
LP-Add
LP-4
4
5
LP-5
8
7
6
5
0
1
2
3
6
7
Postgraduate
Dimensions of Excellence
Superiority Perceived
Mean
Mean
ID
Question Text
AS-8
Willingness to help users
-0.17
7.55
AS-2
Giving users individual attention
-0.16
6.69
AS-6
Employees who deal with users in a caring fashion
-0.13
7.20
AS-5
Employees who have the knowledge to answer user
questions
-0.10
7.56
AS-4
Readiness to respond to users' questions
-0.08
7.55
AS-3
Employees who are consistently courteous
-0.05
7.57
Postgraduate
Dimensions of Excellence
ID
Question Text
Superiority Perceived
Mean
Mean
LP-2 Quiet space for individual activities
-1.20
6.75
LP-1 Library space that inspires study and learning
-1.19
6.78
LP-4 A getaway for study, learning, or research
LPAdd A place for reflection and creativity
-0.95
6.98
-0.89
6.35
IC-1
Making electronic resources accessible from my home or office
-0.83
7.37
IC-2
A library Web site enabling me to locate information on my own
-0.83
7.11
Faculty
Dimensions of Excellence
ID Question Text
AS-3 Employees who are consistently courteous
AS-8 Willingness to help users
AS-4 Readiness to respond to users' questions
AS-9 Dependability in handling users' service problems
AS-5 Employees who have the knowledge to answer user questions
8.5
Superiority Perceived
Gap
Mean
0.26
8.24
-0.09
8.05
-0.38
7.95
-0.15
7.89
-0.45
7.79
8
7.5
7
6.5
6
0
1
Minimum Mean
2
3
Perceived Mean
4
5
Desired Mean
6
Faculty
Dimensions of Excellence
ID
Question Text (Gap from Desired are largest)
Superiority Perceived
Gap
Mean
IC-2 A library Web site enabling me to locate information on my own
-1.06
7.35
IC-8 Print and/or electronic journal collections I require for my work
-1.05
7.40
IC-1 Making electronic resources accessible from my home or office
-0.92
7.56
IC-4 The electronic information resources I need
-0.88
7.65
IC-6 Easy-to-use access tools that allow me to find things on my own
-0.83
7.41
LP-2 Quiet space for individual activities
-0.74
6.98
Comments
•
•
•
•
•
•
•
•
1160 comments (856)
304 with nil, NA, 15 comments on equipment
70 comments on collection
88 general comments (88 +ve)
90 comments on information control (70 –ve, 20 +ve)
250 comments on place (220 –ve, 30 +ve)
324 comments on service (319 +ve, 5 -ve)
Place Comments
• The entire atmosphere at the library feels too cramped and crowded with
people for it to be a place for reflection
or creativity
• There isn’t enough space for quiet
study
• If zones for group work and individual
were more clearly demarcated,
students will know where the
appropriate place to go
Information Control Comments
• I appreciate that you generally acquire requested materials
quickly. The link that appears in scholar.google.com could
be improved. (Faculty)
• I did not actually know what are the resources and
databases that we have until a librarian comes to class and
tell us about it
• Some of the databases are quite hard to navigate
• Has awesome databases and research resources but
picking up the skills to use them effectively is a bit harder
than it seems
Service Comments
• The service has been top notch for years. The librarians
go out of their way to be helpful. (Faculty)
• I believe that SMU has a leading library team that
understands and cares for the needs of every individual
student. The library team has played an integral role in
my academic pursuits thus far.
• I like how the librarians are always eager to assist me
whenever I approach them with questions. The library
training I received in class is also very useful.
• They are probably the ONE AND ONLY group of staff in
SMU that really cares and goes out of their way to give
aid, bring laughter, joy to the students
Collection & Equipment
Comments
•
•
•
•
•
More full text
More journals
More books
More concurrent logins
More Course Reserves copies, latest editions, longer
loan periods
• More leisure reading
• Computers & LCDs need to be replaced/updated/ in
working condition
• Computers to be installed with Firefox, Chrome, etc
Singapore Management
University 2013
7.69
-0.61
7.08
6.16
ARL Libraries 2012
7.81
-0.67
7.14
6.41
Conclusion
• Service & Library
Staff
• Library as Place
• Information control
(some dimensions can
be improved further)