LibQUAL

1
LibQUAL Survey Introduction
Presented by Martha Kyrillidou Director,
Statistics and Service Quality Programs Associatio
n of Research Libraries
Philadelphia, PA January 14, 2008
old.libqual.org
2
Reference Transactions ARL Statistics 2005-06
3
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 applicablei.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

4
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.
5
Dimensions
2000 2001 2002 2003-2008
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
6
Survey Structure (Detail View)
7
Rapid Growth

• Languages
• Afrikaans
• American English
• British English
• Chinese
• Danish
• Dutch
• Finnish
• French
• German
• Japanese
• Norwegian
• Spanish
• Swedish
• Welsh
• Consortia
• Each may create 5 local questions to add to
  their survey

• Types of Institutions
• 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

8
LibQUAL Participants
9
LibQUAL First Year Participants
10
LibQUAL Surveys by Type
  Year Year Year Year Year Year Year Year
Type 2000 2001 2002 2003 2004 2005 2006 2007
Academic Health Sciences   1 35 23 13 13 10 11
Academic Law       1 25 10 6 3
Academic Military       6   1   1
College or University 13 41 111 244 150 201 226 217
Canadian Government               18
Community College     16 29 3 15 27 26
Electronic           1    
European Business         5   16  
Family History         1   2  
Hospital         10 1 1  
National Health Services England             10  
Natural Resources           4    
New York Public     1          
Public       4 1 1 3 2
Research Centers (FFRDC) Libraries           5 2 1
Smithsonian     1   1      
State       1   1 3 2
University/TAFE           2 1 2
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LibQUAL Languages
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LibQUAL Surveys by Language
  Year Year Year Year Year Year Year Year
Language 2000 2001 2002 2003 2004 2005 2006 2007
Afrikaans           4 1  
American English 13 42 164 285 176 207 236 217
British English       20 22 31 50 38
Chinese 4
Danish             1  
Dutch         1   2  
Dutch English       1 1   2  
Finnish             1  
French Canadian       2 1 4   26
French Continental         1   1  
German             1  
Norwegian             1  
Swedish         5 2 1 1
Swedish British English             1  
Swedish English (A.E.)         2 1    
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LibQUAL Surveys by Consortia
  Year Year Year Year Year Year Year Year
Consortium 2000 2001 2002 2003 2004 2005 2006 2007
AAHSL   1 35 21 14 12 7 11
Alabama Academic (NAAL)       10 1 8 2 13
AJCU - Academic Libraries         20    21  
AJCU - Law Libraries             1   
Connecticut State University Library System (CONSULS)              5  
Consortium of Church Libraries and Archives              7  
CUC Group (formerly CES)           6  8  1
CUNY Libraries            19    
Department of Justice Canada Libraries               12 
European Business Schools Librarians Group         6    17   
Georgia Consortium              19 1
Harrisburg Area Community Colleges              5  
Hospital/MLA          7      
JULAC 11
Keystone Library Network              15  
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LibQUAL Surveys by Consortia(contd)
Year Year Year Year Year Year Year Year
Consortium 2000 2001 2002 2003 2004 2005 2006 2007
LibQUAL Canada               63
Maine URSUS Libraries               13
Massachusetts LSTA              5  
MCCLPHEI               23 
MERLN (Military Education Research Library Network)        6        
National Health Service England              10  
New England Law Library Consortium (NELLCO)            8    1
North Carolina Community Colleges             15   
NY3Rs College and University Libraries       71    2 1 1 
NY3Rs Public Libraries       5         
Oberlin Libraries Group        12 9 13 2 1
OhioLINK      57 45 1 14 2 6
Research Centers (FFRDC) Libraries        
SCONUL        20 17 16 20 20
State University Libraries of Florida          6 2 1
University of Wisconsin System          14      
VALE           12  1   
15
Participating Libraries by Country
  Year Year Year Year Year Year Year Year
Country 2000 2001 2002 2003 2004 2005 2006 2007
Australia         1 6 2 3
Canada 1 3 4 8 10 15 11 75
Denmark         1   2  
Egypt         1   2 1
Finland             2  
France         1   2 1
Hong Kong         11
Ireland         1 1 2 1
Mexico               1
Netherlands       1 1   5  
New Zealand             1 3
Norway             2  
16
Participating Libraries by Country (contd)
  Year Year Year Year Year Year Year Year
Country 2000 2001 2002 2003 2004 2005 2006 2007
South Africa           12 8 5
Sweden         3 4 4 2
Switzerland         2   2  
U.A.E.         1      
U.K.       20 17 16 33 21
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Surveys by Session 2004-2007
Year Session 1 Session 2
2004 202 2
2005 199 56
2006 205 93
2007 218 68
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World LibQUAL Survey
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LibQUAL Resources

• LibQUAL Web site
• http//old.libqual.org
• Publications
• http//old.libqual.org/publications
• Events and Training
• http//old.libqual.org/events
• Gap Theory/Radar Graph Introduction
• http//old.libqual.org/Information/Tools/libqualp
  resentation.cfm
• LibQUAL Procedures Manual
• http//old.libqual.org/Publications/index.cfm

20
The LibQUAL Team

• MaShana Davis
• Technical Communications Liaison
• mashana_at_arl.org
• Yolanda Glass
• Administrative Assistant
• yolanda_at_arl.org
• Kristina Justh
• Customer Relations Coordinator
• kristina_at_arl.org
• Martha Kyrillidou
• Director, Statistics and Service Quality
  Programs
• martha_at_arl.org
• Gary Roebuck
• Technical Operations Manager
• gary_at_arl.org