LibQUAL Data Summary

1
LibQUAL Data Summary

• A brief overview of the aggregate results of the
  LibQUAL survey with specific comparisons of BYU
  with other institutions

2
LibQUAL Goals

• LibQUAL as a whole
• Tools protocols for evaluating library service
  quality
• Effective web-based survey delivery mechanisms
• Identify best practices
• Establish ARL service quality assessment program
• BYU expectations
• How BYU patrons rate the Lee Library
• Benchmark results against other institutions
• Where to focus improvements

3
Response Summary

• Over 43 institutions participated
• Services rated on scale from 1 to 9
• Three perspectives of service Minimum, Desired,
  Perceived
• BYU sampled 3900 individuals
• Final sample count 3702
• Some 30,000 replies study wide
• 20416 total usable surveys
• 789 usable surveys from BYU
• BYU ranked 7th in number of responses
• Effective response rate 21.3

4
Library Use on Premises
All Institutions
Brigham Young
Virginia Tech
5
Library Use Electronically
All Institutions
Brigham Young
Virginia Tech
6
Overall Service Quality And Service Satisfaction
BYU Rank 5th, 4th, 5th
7
Survey Summary

• 56 questions about library services
• Minimum expected service
• Desired service
• Perceived service
• Analysis reduced practical areas to four
• Affect How the patron is treated
• Place The library facility environment
• Personal Control Patron self-reliance
• Information Access

8
LibQUAL Zone of Tolerance
9
Gap Distribution Perceived - Minimum
BYU rank 4th
BYU rank 5th
BYU rank 2nd
BYU rank 1st
BYU rank 4th
10
LibQUAL Antarctic Charts
All
BYU
Legend Perceived gt Desired Green Perceived lt
Minimum Red
11
LibQUAL Overall Summary

• The need for a physical facility for patrons to
  come is still important
• Overall Quality of Service and Satisfaction with
  the library is positive
• Respondents tend to view library services
  positively
• Perceived service is just above minimum expected
  service
• BYU ranks high in all areas

12
LibQUAL BYU Summary

• Areas of positive note
• Patrons love the new addition and find it a
  safe/secure facility
• Library staff makes concerted efforts to help the
  patron
• Potential areas for improvement
• Improve tools to help the patron be more
  self-sufficient
• Improve the accuracy of library records

13
The Future of LibQUAL

• The next round of surveys will be conducted
  Spring 2002
• Estimated 200 participating institutions
• BYU will not take part
• Fall 2001 special effort
• BYU will continue its improvement efforts
• LibQUAL Spring 2003
• Compare those results with the benchmarks set in
  Spring 2001