Transcript Slide 1

Reliability and Validity of 2004 LibQUAL+™
Scores for Different Language Translations
Martha Kyrillidou
Colleen Cook
Bruce Thompson
ALA Annual Conference
Chicago, IL
June 26, 2005
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Goals of LibQUAL+™
• Foster a culture of excellence in providing library
service
• Help libraries better understand user
perceptions of library service quality
• Collect and interpret library user feedback
systematically over time
• Provide libraries with comparable assessment
information from peer institutions
• Identify best practices in library service
• Enhance library staff members' analytical skills
for interpreting and acting on data
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LibQUAL+™ 2003 Summary
United Kingdom
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LibQUAL+™ 2004 by the
Numbers
Total
American English
College or University
Academic Law
Academic Health Sciences
Hospital
Community College
Family History
Smithsonian Institution
Public
British English
College or University
European Business
French Canadian
Continental French
Dutch/Dutch English
Swedish/Swedish English
ARL
Libraries
Surveys
202
169
121
23
12
7
3
1
1
1
22
18
4
1
1
2
7
57
112,551
86,195
74,660
4,244
4,077
1,113
771
784
459
87
22,039
20,517
1,522
458
335
398
3,126
33,035
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LibQUAL+™ International
Participation
• Countries: Canada, the U.K., France, the
Netherlands, Sweden, Australia
• Languages: American English, British
English, Swedish, Dutch, French, French
Canadian
• Consortia: SCONUL (Society of College,
National, & University Libraries – U.K.),
EBSLG (European Business Schools
Librarians’ Group)
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World LibQUAL+™ Survey
Participating Libraries
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Participants by language
Years
Language
American English
2000
2001
2002
2003
2004
13
42
164
285
170
20
21
British English
Continental French
1
Dutch
1
Dutch English
1
1
French Canadian
2
1
Swedish
5
Swedish English
2
TOTAL
13
42
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164
308
202
LibQUAL+™ Languages
American English
French Canadian
British English
Continental French
Swedish English
Dutch English
Swedish
Dutch
Languages
American English
Dutch
British English
Swedish
French Canadian
Continental French
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Standard Translation
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LibQUAL+™ Web Interface:
Mapping Survey Items
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Cronbach's  for 2004
Scale Scores
American Eng
British Eng
Canadian Fr
Continent Fr
Dutch
Swedish
n
30,706
10,086
266
229
126
1,262
AffServ LibPlace Info_Con
.9426
.8816
.9056
.9256
.8398
.8756
.9294
.8633
.8506
.9145
.8055
.8501
.9041
.8528
.8788
.9499
.8347
.9073
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LibQUAL+TM Total Scores
2004
American Eng
British Eng
Canadian Fr
Continent Fr
Dutch
Swedish
n
30,706
10,086
266
229
126
1,262
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
.9557
.9412
.9349
.9173
.9057
.9530
American English (n=30,706)
AS01 Employees instill confidence in users
0.71727
0.24860
0.18210
AS04 Giving users individual attention
0.71190
0.24685
0.20260
AS06 Employees are consistently courteous
0.79755
0.19228
0.19451
AS09 Readiness to respond to users^ questions
0.75566
0.30517
0.24028
AS11 Employees have knowledge to answer user questions
0.71559
0.35878
0.21813
AS13 Employees deal with users in a caring fashion
0.80969
0.24385
0.25478
AS15 Employees understand the needs of their users
0.73458
0.36453
0.25152
AS18 Willingness to help users
0.77821
0.31325
0.23487
AS22 Dependability handling users^ service problems
0.64297
0.39274
0.25943
LP03 Lib space that inspires study and learning
0.21002
0.20456
0.79704
LP08 Quiet space for individual activities
0.22955
0.19945
0.77358
LP12 A comfortable and inviting location
0.28904
0.23860
0.73978
LP17 A getaway for study, learning, or research
0.25337
0.34560
0.73198
LP21 Comm space for group learning and group study
0.20151
0.27900
0.68609
IC02 Making elec resources access home or office
0.21305
0.69126
0.12656
IC05 Lib Web site enabling locate info on my own
0.27278
0.69294
0.19427
IC07 The printed lib materials I need for work
0.32075
0.54528
0.34269
IC10 The elec info resources I need
0.30325
0.73892
0.22903
IC14 Mod equip lets me easily access needed info
0.32448
0.59265
0.36892
IC16 Easy access tools allow find things on my own
0.37344
0.67418
0.28281
IC19 Making info easily access for independent use
0.40478
0.66645
0.30582
0.24443
0.70126
0.28204
IC20 Pr and/or elec journal coll require for work
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British English (n=10,086)
AS01 Employees instill confidence in users
0.69880
0.23954
0.15054
AS04 Giving users individual attention
0.65775
0.19512
0.20928
AS06 Employees are consistently courteous
0.78654
0.14764
0.17040
AS09 Readiness to respond to users^ questions
0.71782
0.29598
0.20843
AS11 Employees have knowledge to answer user questions
0.67403
0.33537
0.20267
AS13 Employees deal with users in a caring fashion
0.80530
0.18518
0.22729
AS15 Employees understand the needs of their users
0.72267
0.33923
0.21210
AS18 Willingness to help users
0.77703
0.28984
0.21710
AS22 Dependability handling users^ service problems
0.62345
0.37863
0.20837
LP03 Lib space that inspires study and learning
0.18617
0.18932
0.79020
LP08 Quiet space for individual activities
0.13865
0.16505
0.77582
LP12 A comfortable and inviting location
0.28530
0.22805
0.72189
LP17 A getaway for study, learning, or research
0.24843
0.29563
0.76764
LP21 Comm space for group learning and group study
0.18256
0.15581
0.56469
IC02 Making elec resources access home or office
0.15271
0.64282
0.07780
IC05 Lib Web site enabling locate info on my own
0.24082
0.67536
0.13846
IC07 The printed lib materials I need for work
0.31896
0.46034
0.38960
IC10 The elec info resources I need
0.24962
0.72897
0.20539
IC14 Mod equip lets me easily access needed info
0.31127
0.58825
0.35423
IC16 Easy access tools allow find things on my own
0.34734
0.64917
0.23640
0.38579
0.65174
0.28373
0.21926
0.66595
0.27799
IC19 Making info easily access for independent use
IC20 Pr and/or elec journal coll require for work
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Canadian French (n=266)
AS01 Employees instill confidence in users
0.73863
0.09883
0.16487
AS04 Giving users individual attention
0.62103
0.13216
0.22017
AS06 Employees are consistently courteous
0.78091
0.17653
0.05171
AS09 Readiness to respond to users^ questions
0.75136
0.28341
0.16035
AS11 Employees have knowledge to answer user questions
0.74111
0.19899
0.25165
AS13 Employees deal with users in a caring fashion
0.77709
0.32112
0.21831
AS15 Employees understand the needs of their users
0.76709
0.26660
0.27808
AS18 Willingness to help users
0.82123
0.23833
0.10307
AS22 Dependability handling users^ service problems
0.68335
0.32851
0.26546
LP03 Lib space that inspires study and learning
0.22361
0.73999
0.14417
LP08 Quiet space for individual activities
0.24703
0.71016
0.08446
LP12 A comfortable and inviting location
0.22338
0.80911
0.11506
LP17 A getaway for study, learning, or research
0.17924
0.80354
0.25087
LP21 Comm space for group learning and group study
0.25165
0.67121
0.13038
IC02 Making elec resources access home or office
0.02293
0.08254
0.69242
IC05 Lib Web site enabling locate info on my own
0.27245
0.02506
0.64826
IC07 The printed lib materials I need for work
0.29354
0.43532
0.37566
IC10 The elec info resources I need
0.22312
0.40164
0.63865
IC14 Mod equip lets me easily access needed info
0.25819
0.50208
0.43301
IC16 Easy access tools allow find things on my own
0.30216
0.15335
0.73939
0.34712
0.14566
0.71351
0.02632
0.41433
0.60758
IC19 Making info easily access for independent use
IC20 Pr and/or elec journal coll require for work
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Continental French (n=229)
AS01 Employees instill confidence in users
0.69653
0.19541
0.07195
AS04 Giving users individual attention
0.56512
0.32030
0.08096
AS06 Employees are consistently courteous
0.79750
0.04211
0.24734
AS09 Readiness to respond to users^ questions
0.83946
0.09153
0.13849
AS11 Employees have knowledge to answer user questions
0.64590
0.35183
0.11111
AS13 Employees deal with users in a caring fashion
0.84650
0.22475
0.02517
AS15 Employees understand the needs of their users
0.77283
0.30490
0.07437
AS18 Willingness to help users
0.77146
0.20534
0.08630
AS22 Dependability handling users^ service problems
0.66737
0.36365
0.06141
LP03 Lib space that inspires study and learning
0.07606
0.12694
0.76630
LP08 Quiet space for individual activities
0.14997
-0.00691
0.73399
LP12 A comfortable and inviting location
0.08099
0.19719
0.75726
LP17 A getaway for study, learning, or research
0.12362
0.26277
0.72120
LP21 Comm space for group learning and group study
0.02113
0.26809
0.62378
IC02 Making elec resources access home or office
0.06541
0.71606
0.08991
IC05 Lib Web site enabling locate info on my own
0.18490
0.68757
0.21053
IC07 The printed lib materials I need for work
0.32196
0.52317
0.35785
IC10 The elec info resources I need
0.22991
0.74714
0.14412
IC14 Mod equip lets me easily access needed info
0.26494
0.51122
0.33970
IC16 Easy access tools allow find things on my own
0.43561
0.58826
0.19004
0.32691
0.58377
0.18020
0.34403
0.53941
0.11130
IC19 Making info easily access for independent use
IC20 Pr and/or elec journal coll require for work
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Dutch (n=126)
AS01 Employees instill confidence in users
0.74318
0.00402
-0.00972
AS04 Giving users individual attention
0.74856
0.25311
0.13842
AS06 Employees are consistently courteous
0.84574
0.07028
0.06720
AS09 Readiness to respond to users^ questions
0.73166
0.15189
0.08746
AS11 Employees have knowledge to answer user questions
0.71162
0.26065
0.13972
AS13 Employees deal with users in a caring fashion
0.76160
0.25799
0.20674
AS15 Employees understand the needs of their users
0.44995
0.37721
0.15616
AS18 Willingness to help users
0.78382
0.17162
0.06237
AS22 Dependability handling users^ service problems
0.66573
0.28076
0.17591
LP03 Lib space that inspires study and learning
0.15586
0.18978
0.76607
LP08 Quiet space for individual activities
0.05699
0.05822
0.81605
LP12 A comfortable and inviting location
0.29417
0.20952
0.67277
LP17 A getaway for study, learning, or research
0.23744
0.08525
0.81706
-0.05946
0.03587
0.81185
IC02 Making elec resources access home or office
0.13769
0.63305
0.17682
IC05 Lib Web site enabling locate info on my own
0.08300
0.81676
0.01141
IC07 The printed lib materials I need for work
0.37620
0.56264
0.24276
IC10 The elec info resources I need
0.15384
0.73607
0.04932
IC14 Mod equip lets me easily access needed info
0.21049
0.70213
0.18129
IC16 Easy access tools allow find things on my own
0.19920
0.75222
0.01908
0.21331
0.75234
0.04761
0.09696
0.75638
0.10949
LP21 Comm space for group learning and group study
IC19 Making info easily access for independent use
IC20 Pr and/or elec journal coll require for work
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Swedish (n=1,262)
AS01 Employees instill confidence in users
0.79599
0.19558
0.15766
AS04 Giving users individual attention
0.69506
0.22000
0.20302
AS06 Employees are consistently courteous
0.81611
0.23667
0.16861
AS09 Readiness to respond to users^ questions
0.79354
0.27369
0.18446
AS11 Employees have knowledge to answer user questions
0.77023
0.31213
0.21969
AS13 Employees deal with users in a caring fashion
0.85615
0.18750
0.21054
AS15 Employees understand the needs of their users
0.78192
0.34290
0.20502
AS18 Willingness to help users
0.81578
0.25384
0.19534
AS22 Dependability handling users^ service problems
0.68292
0.35649
0.21999
LP03 Lib space that inspires study and learning
0.22670
0.28663
0.72828
LP08 Quiet space for individual activities
0.26982
0.18404
0.74211
LP12 A comfortable and inviting location
0.40077
0.28642
0.46485
LP17 A getaway for study, learning, or research
0.21757
0.24458
0.79913
LP21 Comm space for group learning and group study
0.09171
0.24133
0.71012
IC02 Making elec resources access home or office
0.19050
0.73098
0.12808
IC05 Lib Web site enabling locate info on my own
0.21877
0.74250
0.20967
IC07 The printed lib materials I need for work
0.41390
0.47900
0.33634
IC10 The elec info resources I need
0.28379
0.75819
0.21343
IC14 Mod equip lets me easily access needed info
0.39903
0.56998
0.36441
IC16 Easy access tools allow find things on my own
0.27711
0.73335
0.27892
0.37120
0.65026
0.31834
0.26385
0.68727
0.25782
IC19 Making info easily access for independent use
IC20 Pr and/or elec journal coll require for work
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Scale with Total Score
Correlations
Aff_Serv
LibPlace
Info_Con
American
Lib_TOTL
.8798
(81852)
.6978
(81852)
.8976
(81852)
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British
Lib_TOTL
.8886
(21530)
.7455
(21530)
.8836
(21530)
r of Gap with Perception
Scores
American
Lib_TOTL
British
Lib_TOTL
AdqGAP
.4874
(81852)
.5358
(21530)
SupGAP
.6943
(81852)
.6970
(21530)
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Validity Coefs
(American Eng)
Outcome
Satisfact
Aff_Serv
LibPlace
Info_Con
.5278
.4403
.5993
(81705)
(81705)
(81705)
.7093
(81783)
.4871
(81783)
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.6687
(81783)
Validity Coefs
(American Eng)
Outcome
Satisfact
LibqTOT
.6252
(81705)
.7565
(81783)
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Validity Coefs
(British Eng)
Outcome
Satisfact
Aff_Serv
.4856
(21496)
LibPlace
.4593
(21496)
Info_Con
.5575
(21496)
.6910
(21505)
.4872
(21505)
.6224
(21505)
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Validity Coefs
(British Eng)
Outcome
Satisfact
LibqTOT
.5875
(21496)
.7232
(21505)
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References
• Thompson, B. (Ed.). (2003). Score reliability:
Contemporary thinking on reliability issues.
Newbury Park, CA: Sage.
• Thompson, B. (2004). Exploratory and
confirmatory factor analysis: Understanding
concepts and applications. Washington, DC:
American Psychological Association.
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LibQUAL+™ Resources
• LibQUAL+™ Website:
http://www.libqual.org
• Publications:
http://www.libqual.org/publications
• Events and Training:
http://www.libqual.org/events
• LibQUAL+™ Bibliography:
http://www.coe.tamu.edu/~bthompson/servqbib
• LibQUAL+™ Procedures Manual:
http://www.libqual.org/Information/Manual/index.cfm
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