Transcript Developing Tools to Assess Digital Libraries

TM
A Total Market Survey
Quantitative Background
for LibQUAL+
Colleen Cook
Bruce Thompson
January 26-27, 2003
ALA Midwinter Meeting
Philadelphia
Project web site www.arl.org/libqual/
Dimensions of Library
Service Quality
Affect of Service
Library
Service
Quality
Personal Control
Empathy
Ease of Navigation
Responsiveness
Convenience
Assurance
Modern Equipment
Reliability
Information Access
Library as Place
Scope
Utilitarian space
Timeliness
Symbol
Convenience
Refuge
LibQUAL+ Core Questions Y1
_____________________________________________________________________________
Factor_
______ _
No.
I
II
III
IV
Item Core
_____________________________________________________________________________
32
.84947
.12848
.24465 .13335
1 Willingness to help users
33
.80847
.13662
.25348 .14147
1 Giving users individual attention
7
.80757
.17881
.12781 .21125
1 Employees deal with users caring fashion
50
.79273
.19288
.18847 .12497
1 Employees who are consistently courteous
31
.77262
.16358
.26461 .20061
1 Employees have knowledge answer questions
5
.74072
.14754
.18453 .29624
1 Employees understand needs of users
3
.74052
.15102
.17296 .20793
1 Readiness to respond to users' questions
18
.71718
.19757
.18289 .26766
1 Employees who instill confidence in users
43
.62487
.22402
.29970 .28256
0 Dependability handling service problems
20
2
19
25
41
.16556
.17739
.22362
.16013
.20398
.87679
.83172
.83147
.80492
.80204
.11430
.08498
.14705
.18894
.17599
.16236
.13901
.22566
.16628
.20255
2 A haven for quiet and solitude
2 A meditative place
2 A contemplative environment
2 Space that facilitates quiet study
2 A place for reflection and creativity
37
28
14
45
17
29
.22528
.19602
.33339
.30467
.35390
.30136
.12353
.09611
.16156
.23784
.18467
.21018
.78405
.75780
.60389
.59090
.55690
.55341
.15466
.13173
.31109
.28919
.41864
.38474
* website enabling me locate info on my own
* elec resources accessible home or office
* access tools allow me find on my own
3 Modern equip me easily access info I need
* info easily accessible for independent use
4 Convenient access to library collections
11
39
16
9
8
.13494
.14894
.29445
.27782
.22850
.23183
.23743
.19831
.05333
.18484
.18868
.29367
.22384
.16331
.13137
.73636
.60350
.60107
.57866
.56343
3 Comprehensive print collections
3 Complete runs of journal titles
3 Interdisciplinary library needs addressed
4 Timely document delivery/interlibrary loan
0 Convenient business hours
________________________________________________________________
Affect of Service
 Absorbed several of the original
SERVQUAL questions measuring
Responsiveness, Assurance and Empathy
 In the current analysis also includes
Reliability
 All in all: the Human Dimension of
Service Quality
Access to Information
 Covers scope, timeliness, and convenience
of access
 Adequacy of collections
 Comprehensiveness, quality, and depth of
information resources
 All in all: required information delivered
in the format, location, and time of choice
Personal Control
 Covers ease of navigation, convenience,
and support services
 Personal control of the information
universe in general and web navigation in
particular
 All in all: How users want to interact with
the modern library
Library as Place
 Covers usefulness of space, symbolic
value, and refuge for work and study
 Transcends the SERVQUAL dimension of
Tangibles to include the idea of the library
as the campus center of intellectual activity
 All in all: As long as physical facilities are
adequate, library as place may not be an
issue
Survey Design Considerations
 Three scales exploring optimal, minimal,
and actual service levels
 Twenty-five questions clustered around
four dimensions
 Survey covers a sample of targeted user
population
 Data illuminates gap between desired level
of service and perception of experience
Respondents by Age
(Excludes NYPL)
Note: LibQUAL+ Spring 2002 Aggregate Survey Results. (2002). vol. 1, p. 19
Respondents by Sex
Note: LibQUAL+ Spring 2002 Aggregate Survey Results. (2002). vol. 1, p. 20
4-Year Institution Respondent by Discipline
(n=54,073)
Note: LibQUAL+ Spring 2002 Aggregate Survey Results. (2002). Vol. 1, p. 38
Aggregate Dimension Means
(n=70,445)
Dimension
Minimum
Desired
Perceived
SA Gap
Access to Information
6.57
7.93
6.82
0.25
Affect of Service
6.51
7.90
7.11
0.60
Library as Place
5.98
7.41
6.62
0.64
Personal Control
6.74
8.15
7.07
0.33
Note: LibQUAL+ Spring 2002 Aggregate Survey Results. (2002). vol. 1, p. 24
Mean Perceived Scores
2001/2002 Trend (n=34)
7.2000
7.0000
2002 Data
6.8000
6.6000
6.4000
6.2000
6.0000
6.0000
6.2000
6.4000
6.6000
2001 Data
6.8000
7.0000
7.2000
Overall Mean Scores and Service Adequacy Gap Scores
By Cohort Group
2002 LibQUAL+ Iteration
(n=162)
Community
Colleges
7.26
(.55)
Private
Colleges
6.90
(.49)
AAHSL
7.07
(.56)
State Colleges
& Universities
6.38
(.30)
ARL
Top 40
6.84
(.46)
ARL
Other
6.74
(.27)
LibQUAL+ 2002 Liaison
Evaluation Survey Highlights
 159 participants from 144 institutions
 LibQUAL+ met respondents minimum
expectations on all the items in the
evaluation survey, and slightly exceeded
expectations in the provision of online tools
for managing and monitoring the process
 Project strengths also include the timely
availability of the results, communication
from research team members, and the
availability of national norms.
LibQUAL+ Related Documents
LibQUAL+ Web Site
http://www.arl.org/libqual/
LibQUAL+ Bibliography
http://www.coe.tamu.edu/~bthompson/servqbib
Survey Participants Procedures Manual
http://www.arl.org/libqual/procedure/lqmanual2.pdf