TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003...

TM

Project web site www.arl.org/libqual/

Report MeetingReport Meeting

Colleen CookBruce ThompsonMartha Kyrillidou

July 28, 2003Durham

United Kingdom

AssessmentAssessment

“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

Theory of Service Quality:Theory of Service Quality: SERVQUALSERVQUAL

•A. Parasuraman

•L. Berry

•V. Zeithaml

1985

Relationships: Perceptions, Service Quality and Satisfaction

….only customers judge quality;all other judgments are essentiallyirrelevant”

Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press.

Project ResourcesProject Resources

LibQUAL+TM is an ARL/Texas A&M University joint effort. The project is supported in part by a 3-year grant from the U.S. Department of Education’s Fund for the Improvement of Post-Secondary Education (FIPSE) and a 3-year grant from the National Science Foundation (NSF)

DimensionsDimensions

2000 2001 2002 200341-items 56-items 25-items 22-items

Affect of Service Affect of Service Service Affect Service Affect

Reliability Library as Place Library as Place Library as Place

Library as Place Reliability Personal Control Information Control

Provision of Physical Collections

Self-Reliance Information Access

Access to Information

Access to Information

LibQUAL+™ GrowthLibQUAL+™ Growth

13

43

164

308

4,407

20,416

78,863

128,958

0

50

100

150

200

250

300

350

2000 2001 2002 2003

Survey Year

Number ofInstitutions

0

20,000

40,000

60,000

80,000

100,000

120,000

140,000

Number ofResponses

Number of Institutions

Number of Responses

Rapid Growth in Other AreasRapid Growth in Other Areas

4 Languages American English British English French “Dutch English”

7 Consortia Each has 5 local

questions added to the survey

7 Types of Institutions Academic Health

Sciences Academic Law Academic Military College or University Community College Public State

LibQUAL+™ 2003 by the NumbersLibQUAL+™ 2003 by the Numbers

Institutions SurveysTotal 308 128,958American English 285 115,852

Colleges and Universities 221 98,206Community Colleges 30 7,354Academic Health Sciences 22 7,388Military Institutions 6 1,697Public and State Institutions 5 741Academic Law Institutions 1 466

British English 20 11,919Canadian French 2 416Dutch English 1 771ARL 66 31,479

2003 LibQUAL+™ Survey Activity2003 LibQUAL+™ Survey Activity

LibQUAL+™ 2003 Summary LibQUAL+™ 2003 Summary Colleges or UniversitiesColleges or Universities

LibQUAL+™ 2003 Colleges or LibQUAL+™ 2003 Colleges or Universities – Dimension MeansUniversities – Dimension Means

LibQUAL+™ 2003 Colleges or LibQUAL+™ 2003 Colleges or Universities – Library UseUniversities – Library Use

LibQUAL+™ 2003 Colleges or LibQUAL+™ 2003 Colleges or Universities – Core QuestionsUniversities – Core Questions

LibQUAL+™ 2003 Summary LibQUAL+™ 2003 Summary Community CollegesCommunity Colleges

LibQUAL+™ 2003 Community LibQUAL+™ 2003 Community Colleges – Dimension MeansColleges – Dimension Means

LibQUAL+™ 2003 Community LibQUAL+™ 2003 Community Colleges – Library UseColleges – Library Use

LibQUAL+™ 2003 Summary LibQUAL+™ 2003 Summary Academic Health SciencesAcademic Health Sciences

LibQUAL+™ 2003 Health LibQUAL+™ 2003 Health Sciences – Dimension MeansSciences – Dimension Means

LibQUAL+™ 2003 Health LibQUAL+™ 2003 Health Sciences – Library UseSciences – Library Use

LibQUAL+™ 2003 Summary LibQUAL+™ 2003 Summary Military InstitutionsMilitary Institutions

LibQUAL+™ 2003 Military LibQUAL+™ 2003 Military Institutions – Dimension MeansInstitutions – Dimension Means

LibQUAL+™ 2003 Military LibQUAL+™ 2003 Military Institutions – Library UseInstitutions – Library Use

LibQUAL+™ 2003 SummaryLibQUAL+™ 2003 SummaryState and Public InstitutionsState and Public Institutions

LibQUAL+™ 2003 State and LibQUAL+™ 2003 State and Public – Dimension MeansPublic – Dimension Means

LibQUAL+™ 2003 State and LibQUAL+™ 2003 State and Public – Library UsePublic – Library Use

LibQUAL+™ 2003 Summary LibQUAL+™ 2003 Summary United KingdomUnited Kingdom

LibQUAL+™ 2003 United LibQUAL+™ 2003 United Kingdom – Dimension MeansKingdom – Dimension Means

LibQUAL+™ 2003 United LibQUAL+™ 2003 United Kingdom – Library UseKingdom – Library Use

LibQUAL+™ 2003 Summary LibQUAL+™ 2003 Summary French CanadianFrench Canadian

LibQUAL+™ 2003 French LibQUAL+™ 2003 French Canadian – Dimension MeansCanadian – Dimension Means

LibQUAL+™ 2003 French LibQUAL+™ 2003 French Canadian – Library UseCanadian – Library Use

Key to Radar ChartsKey to Radar Charts

Key to Bar ChartsKey to Bar Charts

LibQUAL+LibQUAL+ Related DocumentsRelated Documents

LibQUAL+LibQUAL+ Web Site http://www.arl.org/libqual/

LibQUAL+LibQUAL+ Bibliographyhttp://www.coe.tamu.edu/~bthompson/servqbib

Survey Participants Procedures Manual http://www.arl.org/libqual/procedure/lqmanual2.pdf

2003 Results on the Web2003 Results on the Web

Notebooks from the 2003 iteration of Notebooks from the 2003 iteration of the LibQUAL+(TM) survey the LibQUAL+(TM) survey

http://www.libqual.org/Manage/Results/Results_2003/index.cfm

2003 Interactive Statistics2003 Interactive Statisticshttp://www.libqual.org/Manage/Results/Interactive/index.cfm

Online Administration SystemOnline Administration System

TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003...

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