PRESS RELEASE
March 4, 2003
University Libraries Will Again Participate in LibQUAL+TM
Research and
Development - Call for Faculty and Student Participation in Web
Survey
In the Spring of 2001 and 2002, The University of Maryland in conjunction with 169 academic and research libraries participated in a research and development project sponsored by Association of Research Libraries (ARL). The purpose of the project, LibQUAL+TM, is to define and measure library service quality nationally across institutions and to create useful quality-assessment tools for local planning.
The Libraries will conduct the LibQUAL+™ survey again in April 2003. This time there will be a total of 318 participating institutions including all OhioLink members, and the Association of Academic Health Sciences Libraries (AAHSL) and universities in England. The database being built from the surveys provides a rich source for understanding service quality in academic libraries.
The LibQUAL+™ Survey is a tool to measure library users’ perceptions of service quality and identify gaps between desired, perceived, and minimum expectations of service and is an extension of the ServQUAL methodology developed by Parusaraman and others for the business sector. The LibQual+™ project will continue as an R&D effort based at ARL through 2003 by which time it will evolve into an ongoing service quality assessment program at ARL.
The UM Libraries will continue to participate in this R&D effort to accomplish its goals to establish a library service quality assessment program at ARL; develop web-based tools for assessing library service quality; develop mechanisms and protocols for evaluating libraries; and identify best practices in providing library service. The Libraries have used the 2001/2002 results to find ways to improve delivery of information services to faculty and students in support of teaching and research.
A primary goal for survey administration this year will be to increase the return rate from students and faculty in order to get a deeper understanding of how the Libraries may better meet research and teaching needs on campus. Last year, the University of Maryland response rate was the second highest of all participants.
UM Libraries will survey a random sample of 900 graduate students, 1200 undergraduates and 900 faculty using an internet based scalable web interface and protocol to ask library users about their library service expectations. An email message will be sent to each individual in the sample explaining LibQUAL+ and asking them to participate and to complete the survey on the Web. The total time for a respondent to take the survey is around 10 minutes so it is not burdensome. The benefit to understanding our Libraries ability to deliver information to the campus is very great.
The survey instrument uses a Likert scale 1-9. The Libraries have rated between 7-8 in overall service, satisfaction with treatment received, and ability to find information. Across all disciplines the Libraries have also rated high for our support for learning. At the same time, the Libraries have learned key areas where improvement is needed.
We look forward to greater participation from the UM community and thank those who participated last time.
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