UM Libraries Statistical Data
Library Assessment
Library Assessment Review Committee
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Three Years of LibQUAL+TM at the University of Maryland Libraries
Powerpoint Presentation
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Background
The University Libraries have participated in the LibQUAL+TM survey for three years – 2001, 2002 and 2003. The project's purpose is to define and measure library service quality nationally across institutions and to create useful quality-assessment tools for local planning. Service quality has always been of interest to libraries; LibQUAL+TM is intended to provide a measure of the value of library service quality across multiple academic and research libraries. The 2003 LibQUAL+TM instrument measures library users' perceptions of their libraries' service quality and identifies gaps between minimal, desired and perceived levels of service.
Respondents Three Years
Graduate Students were the largest group of respondents for all three years. They also provided many useful comments each of the three years. Undergraduate students also responded well to the survey. The percentage of faculty responses remained steady over the three-year period. Faculty also readily provided comments.
Dimensions Measured by the Survey
LibQUAL+TM measures dimensions of perceived library quality. Initially based on the SERVQUAL survey instrument, each version of the survey has refined the dimensions based on analysis of the survey results. The dimensions for the LibQUAL+TM survey for 2001 survey included:
- Assurance – employees’ knowledge and courtesy and ability to convey trust/confidence
- Empathy – caring, individual attention
- Library as place – sanctuary/haven or site for learning and contemplation
- Reliability – performance of promised service dependably/ accurately
- Responsiveness – willingness to help and provide prompt service
- Tangibles – appearance of physical facilities, equipment, personnel, communications material
- Self Reliance – provision of equipment and materials to allow working alone
- Instruction – provision of assistance
The dimensions for the LibQUAL+TM survey for 2002- 2003 were further refined and in some instances merged in an effort to better reflect the questions and the responses from previous years. They include:
- Access to Information – which measures items such as convenient business hours and comprehensive collections
- Affect of Service – which measures staff interaction with users
- Library as Place – which measures library environment and location
- Personal Control – which measures ability to independently access library resources
Mean Scores for the four dimensions
The Adequacy mean is the difference between the Minimum mean and the Perceived mean. The means for each dimension are positive which indicates that our users’ perceived level of service quality is higher than the minimum level of service quality they are willing to accept. The gaps for each dimension increased in 2003. The total number of respondents was 529 and 715 respectively. In 2001 the gaps between Minimum and Perceived levels of service were also positive. Since the dimensions have been renamed a true comparison is not possible.
Undergraduate students responded with positive gaps between minimum and perceived service levels in all dimensions all three years. Graduate students responded with positive gaps between minimum and perceived service levels in dimensions with the exceptions of questions regarding comprehensive print/journal collections and personal control. Faculty responses to the Personal Control Dimension showed negative gaps for ‘making electronic resources accessible from home or office’; 'a library website which allows me to locate information on own’; and ‘convenient access to library collections’.
General Satisfaction Questions
LibQUAL+TM asks respondents to rate their satisfaction to three questions on a scale of 1-9 with nine being the highest. The means for the responses for the three years of UM Libraries participation are surprisingly close for the three groups of respondents each of the three years. The means for the responses to satisfaction with treatment have remained steady during the three survey periods. The means for the responses to library support for learning, etc. lowered slightly in 2002 and 2003. Overall quality of service provided lowered slightly in 2002, and improved in 2003.
On the 1-9 scale overall satisfaction with the way in which patrons are treated at the libraries for the three year period maintained a mean of 8. The mean for the responses to satisfaction for support for learning, research and teaching for the three year period maintained a mean of 7 for the three period. The mean for overall quality of service provided by the library for the three year period also maintained a mean of 7 for the three year period. The UM Libraries compared favorably to other ARL institutions and research universities participants.
In 2003 respondents were asked to rate their satisfaction to two additional satisfaction questions – the ‘Library enables me to be more efficient in my academic pursuits’ and the ‘Library aids my advancement in my academic discipline’. The mean for the responses to both of these questions was again 7.
Library Use Questions
Three questions regarding use of library resources yielded interesting results. The use of resources on the premises dropped from 45% in 2001 to 38% 2002 and 2003. The use of library web page has remained fairly steady over the three years and weekly use remains the most frequent response for all questions. In 2003 an additional question, regarding use of search engines such as Yahoo and Google, was included in the survey. Approximately 70% of the Undergraduate, Graduate and Faculty respondents reported using a search engine daily.
What We Have Done With Information Learned
- Conducted individual follow-up interviews with a sample of faculty members to learn their ideas and concerns.
- Used parts of the data in our Learning Curriculum Customer Service module to show the importance of good customer service.
- Compared the data with other surveys we have conducted for similarities and /or new information. Shared the data with the University Library Council and received their input. Shared the data with the Libraries Subject Teams to assist them in their liaison work with faculty.
- Reviewed the data with the Library Assessment Review Committee to discuss methods of using the information to improve services.
- Improved information and advertising regarding LibQUAL; developed fact sheet which is available on-line.
Future and Current Uses of Data
Further discussions with staff to explain data results and receive their feedback on further actions. Use three years as benchmark and conduct LibQUAL+™ on alternative years. Tie results into objectives of Libraries’ strategic plan and other planning documents. Develop focus groups with faculty and students to learn more about their concerns.
