Transcript Slide 1

LibQUAL+® Survey Introduction
Presented by:
Martha Kyrillidou
Association of Research Libraries
American Library Association
Midwinter Meeting
Boston, MD
January 18, 2010
www.libqual.org
ARL Roles
www.libqual.org
Association of Research Libraries
ARL Statistics and Assessment
…To
describe and measure the
research
libraries and their contribution to
performance of
teaching, research, scholarship and
community service …
www.libqual.org
Association of Research Libraries
ARL Statistics and Assessment
…To describe and measure the performance of
research libraries and their
contribution to
teaching, research,
scholarship and community
service …
www.libqual.org
Association of Research Libraries
Reference Transactions
ARL Statistics 2006-07
Reference Transactions
180,000
160,000
140,000
120,000
100,000
80,000
60,000
www.libqual.org
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
www.libqual.org
20
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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Issue 230/231 available on the web
www.libqual.org
Association of Research Libraries
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.
www.libqual.org
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)
www.libqual.org
Rapid Growth
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Languages
Types of Institutions
Afrikaans
English (American, British)
Chinese
Danish
Dutch
Finnish
French (Belge, Canada, Europe)
German
Greek
Hebrew
Japanese
Norwegian
Spanish
Swedish
Welsh
Consortia
*Each may create 5 local questions to add to their
survey
•
Countries
–
Australia, Canada, Cyprus, Denmark, Egypt,
Finland, France, Hong Kong, Ireland, Japan,
Mexico, the Netherlands, New Zealand,
Norway, Singapore, South Africa, Sweden,
Switzerland, UAE, U.K., U.S., etc…..
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–
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–
–
–
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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
www.libqual.org
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
www.libqual.org
2006
2007
2008
2009
LibQUAL+® Surveys by Type
2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
Academic law
1
25
10
6
3
3
1
Academic Military
6
1
1
Canadian Government
College or University
18
13
41
Community college
111
244
150
201
219
217
170
162
16
29
3
15
27
26
12
3
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
5
1
Hospital
10
1
1
National Health
National Health Service Eng.
10
Natural Resources
New York Public library
4
1
Public
Smithsonian
State
2
4
1
1
1
3
2
1
3
2
2
1
2
1
1
1
1
University/TAFE
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1
LibQUAL+® Surveys by Language
American English
2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
13
42
164
285
176
207
236
217
114
117
4
1
5
1
31
50
40
27
Afrikaans
British English
20
22
Chinese
4
Continental French
1
1
Danish
Dutch
Dutch English
38
1
1
2
1
2
1
1
2
Finnish
1
1
2
French Belge
French Canadian
1
3
2
1
4
26
1
1
French European
5
10
Japanese
2
1
2
5
German
1
Norwegian
1
Norwegian English
5
Spanish
Swedish
1
5
2
Swedish British English
Swedish English (A.E.)
1
1
2
Welsh
1
2
1
1
www.libqual.org
1
LibQUAL+® Surveys by Consortia
2000
AAHSL
2001
2002
2003
2004
2005
1
35
21
14
12
AJCU
20
2007
7
11
2008
3
2009
1
21
AJCU-Law
Alabama Academic (NAAL)
2006
1
10
CES
1
8
2
13
1
6
CCLA
7
7
CCCU
14
California State University System
1
6
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
5
JULAC
1
11
Keystone Lib Network
15
LibQUAL Canada
13
63
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3
LibQUAL+® Surveys by Consortia
(cont’d)
2000
2001
2002
2003
2004
2005
2006
2007
2008
LQ Belge
3
LibQUAL Japan
3
LibQUAL France
7
Maine URSUS Libraries
13
Mass-LSTA
5
MCCLPHEI
23
MERLN
6
National Health
10
NELLCO
8
1
North Carolina Community Colleges
15
Norwegian Academic Libraries
15
NY3Rs
76
Oberlin
12
10
2
1
1
9
13
2
1
45
1
14
2
6
20
17
16
20
State Universities of Florida
6
2
1
University of Wisconsin System
14
SCONUL
2
10
Hospital/MLA
OhioLINK
2009
57
VALE
2
21
18
22
1
2
12
12
www.libqual.org
2
1
11
Participating Libraries by Country
Country
2000
2001
2002
2003
Australia
2004
1
2005
6
2006
2
2007
2008
2009
3
4
1
Bahamas
1
Bangladesh
1
Belgium
4
3
9
8
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
5
French Polynesia
1
Japan
Hong Kong
3
2
1
3
11
Ireland
1
1
2
1
Morocco
1
Mexico
Netherlands
9
1
1
1
New Zealand
5
1
www.libqual.org
3
1
2
2
2
1
Participating Libraries by Country
(cont’d)
Country
2000
2001
2002
2003
2004
2005
Norway
2006
2007
2
Singapore
South Africa
Sweden
3
Switzerland
2
2009
4
10
1
1
3
12
8
5
9
4
4
2
3
2
2
Thailand
1
U.A.E.
UK
2008
1
20
17
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1
16
33
21
20
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
2009
146
33
www.libqual.org
World LibQUAL+® Survey
www.libqual.org
R&D
• Colleen Cook, “A MIXED-METHODS APPROACH TO
THE IDENTIFICATION AND MEASUREMENT OF
ACADEMIC LIBRARY SERVICES” (PhD diss., Texas
A&M University, 2001).
• Martha Kyrillidou, “ITEM SAMPLING IN SERVICE
QUALITY ASSESSMENT SURVEYS TO IMPROVE
RESPONSE RATES AND REDUCE RESPONDENT
BURDEN: THE ‘LibQUAL+® Lite’ RANDOMIZED
CONTROL TRIAL (RCT)” (PhD diss., University of
Illinois at Urbana-Champaign, 2009)
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Association of Research Libraries
www.libqual.org
Association of Research Libraries
www.libqual.org
Association of Research Libraries