Transcript Slide 1

LibQUAL+® Survey Introduction
Presented by:
Martha Kyrillidou
Director, Statistics and Service Quality Programs
Association of Research Libraries
American Library Association
Midwinter Meeting
Denver, CO
January 26, 2009
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Reference Transactions
ARL Statistics 2006-07
Reference Transactions
180,000
160,000
140,000
120,000
100,000
80,000
60,000
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20
07
20
05
20
03
20
01
19
99
19
97
19
95
19
93
19
91
40,000
Total Circulation
ARL Statistics 2006-07
Total Circulation
600,000
500,000
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07
20
05
20
03
20
01
19
99
19
97
19
95
19
93
19
91
400,000
Assessment
“The difficulty lies in trying to find a single model or
set of simple indicators that can be used by
different institutions, and that will compare
something across large groups that is by
definition only locally applicable—i.e., how well a
library meets the needs of its institution.
Librarians have either made do with
oversimplified national data or have undertaken
customized local evaluations of effectiveness,
but there has not been devised an effective way
to link the two.”
Sarah Pritchard, Library Trends, 1996
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SERVQUAL
PERCEPTIONS
SERVICE
“….only customers judge quality;
all other judgments are essentially
irrelevant”
Note. Zeithaml, Parasuraman, Berry. (1999).
Delivering quality service. NY: The Free Press.
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Dimensions
2000
2001
2002
2003-Present
41 items
56 items
25 items
22 items
Affect of Service
Affect of Service
Affect of Service
Affect of Service
Library as Place
Library as Place
Library as Place
Library as Place
Reliability
Reliability
Personal Control
Information
Control
Provision of
Physical
Collections
Self-Reliance
Information
Access
Access to
Information
Access to
Information
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Survey Structure
(Detail View)
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Rapid Growth
• Languages
–
–
–
–
–
–
–
–
–
–
–
–
–
• Types of Institutions
Afrikaans
English (American, British)
Chinese
Danish
Dutch
Finnish
French (Belge, Canada, Europe)
German
Japanese
Norwegian
Spanish
Swedish
Welsh
• Consortia
*Each may create 5 local questions to add
to their survey
• Countries
–
Australia, Canada, Denmark, Egypt,
Finland, France, Hong Kong, Ireland,
Japan, Mexico, the Netherlands, New
Zealand, Norway, Singapore, South
Africa, Sweden, Switzerland, UAE,
U.K., U.S.
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–
–
–
–
–
–
–
–
–
–
–
–
–
–
–
–
–
–
–
Academic Health Sciences
Academic Law
Academic Military
College or University
Community College
Electronic
European Business
European Parliament
Family History
Research Centers (FFRDC) Libraries
High School
Hospital
National Health Service England
Natural Resources
New York Public
Public
Smithsonian
State
University/TAFE
®
LibQUAL+ Participation
350
250,000
307
308
300
205,639
250
286
200,000
250
176,360
167,986
204151,460
206
200
150,000
128,958
Number of
Institutions
Number of
Responses
164
150
113,480
100,000
78,863
100
Number of Institutions
50
43
13
0
50,000
Number of Responses
20,416
4,407
2000
0
2001
2002
2003
2004
2005
Survey Year
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2006
2007
2008
®
LibQUAL+ First Year Participants
First year participants as a percentage of participants
100%
81%
83%
77%
71%
57%
59%
54%
42%
30%
2000
2001
2002
2003
2004
2005
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2006
2007
2008
2009
LibQUAL+® Surveys by Type
2000
2001
2002
2003
2004
Academic law
1
25
Academic Military
6
2005
2006
10
6
1
2008
3
3
1
Canadian Government
College or University
2007
18
13
41
Community college
111
244
150
201
219
217
170
16
29
3
15
27
26
12
Electronic
1
European Business
5
16
17
European Parliament
4
Family History
1
FFRDC
Health Sciences
1
35
23
13
2
1
5
1
2
1
13
9
11
5
High School
1
Hospital
10
1
1
National Health
National Health Service Eng.
10
Natural Resources
New York Public library
4
1
Public
Smithsonian
State
4
1
1
1
3
2
1
3
2
2
1
2
1
1
University/TAFE
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LibQUAL+® Languages
American English
French
(Canada)
Swedish
Japanese
British
English
Spanish
French
(Europe)
French
(Belge)
Swedish
(British
English)
German
Welsh
Afrikaans
Norwegian
English
Norwegian
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Dutch
English
Chinese
(Traditional)
Dutch
Finnish
Danish
LibQUAL+® Surveys by Language
American English
2000
2001
2002
2003
2004
2005
2006
2007
2008
13
42
164
285
176
207
236
217
114
4
1
31
50
Afrikaans
British English
20
22
Chinese
1
40
1
Danish
Dutch
1
1
2
1
2
1
1
2
Finnish
French Canadian
38
4
Continental French
Dutch English
5
1
2
1
4
2
26
1
French European
5
Japanese
2
German
1
Norwegian
1
2
Spanish
1
Swedish
5
2
Swedish British English
1
1
Swedish English (A.E.)
2
Welsh
1
2
1
1
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LibQUAL+® Surveys by Consortia
2000
AAHSL
2001
2002
2003
2004
2005
1
35
21
14
12
AJCU
20
2007
2008
7
11
3
21
AJCU-Law
Alabama Academic (NAAL)
2006
1
10
CES
1
8
2
13
6
CCLA
7
7
CCCU
14
City University of New York
19
CONSULS
5
CUC
8
1
Department of Justice Canada
12
EBSLG
6
FFRDC
17
19
5
Georgia
19
Harrisburg CC
1
5
JULAC
11
Keystone Lib Network
15
LibQUAL France
7
LibQUAL Canada
63
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LibQUAL+® Surveys by Consortia
(cont’d)
2000
2001
2002
2003
2004
2005
2006
2007
LibQUAL Japan
2008
3
Hospital/MLA
7
Maine URSUS Libraries
13
Mass-LSTA
5
MCCLPHEI
23
MERLN
6
National Health
10
North Carolina Community Colleges
15
NELLCO
8
NY3Rs
76
Oberlin
12
1
2
1
1
9
13
2
1
45
1
14
2
6
20
17
16
20
21
18
State Universities of Florida
6
2
1
1
2
University of Wisconsin System
14
OhioLINK
SCONUL
57
VALE
12
12
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11
Participating Libraries by Country
Country
2000
2001
2002
2003
Australia
2004
2005
2006
2007
2008
1
6
2
3
4
Bahamas
1
Bangladesh
1
Belgium
4
Canada
1
3
4
8
10
15
11
75
China
1
Denmark
1
2
Egypt
1
2
Finland
4
1
2
France
1
2
8
1
Japan
5
3
Hong Kong
11
Ireland
1
1
2
1
Morocco
1
1
Mexico
Netherlands
9
1
1
1
5
New Zealand
1
Norway
2
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2
3
1
4
Participating Libraries by Country
(cont’d)
Country
2000
2001
2002
2003
2004
2005
2006
2007
Singapore
1
South Africa
Sweden
3
Switzerland
2
12
8
5
9
4
4
2
3
2
2
Thailand
1
U.A.E.
UK
2008
1
20
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1
16
33
21
20
Surveys by Session: 2004-2008
Year
Session I
Session II
2004
202
2
2005
199
56
2006
205
93
2007
218
68
2008
154
58
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World LibQUAL+® Survey
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LibQUAL+® Resources
• LibQUAL+® Web site:
http://old.libqual.org
• Publications:
http://old.libqual.org/publications
• Events and Training:
http://old.libqual.org/events
• Gap Theory/Radar Graph Introduction:
http://old.libqual.org/Information/Tools/libqualpresentation.cfm
• LibQUAL+® Procedures Manual:
http://old.libqual.org/Publications/index.cfm
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The LibQUAL+® Team
•
The best way to contact us: [email protected]
•
MaShana Davis
Technical Communications Liaison
[email protected]
•
Yolanda Glass
Administrative Assistant
[email protected]
•
Martha Kyrillidou
Director, Statistics and Service Quality Programs
[email protected]
•
Gary Roebuck
Technical Operations Manager
[email protected]
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