Post on 16-Dec-2015
Library Service Quality Survey Results
Yeo Pin Pin
Li Ka Shing Library
April 2013
LibQUAL
• Since 2000, more than 1,200 libraries have participated domestically and internationally, with participating institutions in Africa, Australia, Asia, and Europe
• Helps libraries understand and act upon users’ opinions of service quality
• Based on SERVQUAL
Representativeness by Discipline
1,994 respondents (24%)
Core Dimensions
Users finding information independentlyUsers’ interaction with library staff
Understanding Radar Charts
Adequacy Gap = Perceived - Minimum
Dimensions rated on scale of 0 to 9
Superiority Gap = Perceived - Desired
SMU Radar Chart
2012 ARL Libraries
Overall Place Norms
LibQUAL 2012 ARL Libraries Notebook n=17,988LibQUAL 2012 Survey Highlights n=93,196
Library as Place Perceived Mean Adequacy Mean Superiority Mean
SMU 6.83 0.50 -1.04
2012 ARL 6.74 0.72 -0.84
2012 LibQUAL 6.98 0.63 -0.86
SMU Place Dimensions
ID Question TextMinimum Mean
Desired Mean
Perceived Mean
Adequacy Mean
Superiority Mean
LP-1 Library space that inspires study and learning 6.37 8.02 6.67 0.29 -1.36
LP-2 Quiet space for individual activities 6.57 8.00 6.72 0.15 -1.28
LP-3 A comfortable and inviting location 6.29 7.84 6.83 0.54 -1.01
LP-4 A getaway for study, learning, or research 6.27 7.82 7.02 0.76 -0.80
LP-5 Community space for group learning and group study 6.12 7.68 6.89 0.77 -0.80Add A place for reflection and creativity 5.51 7.05 6.06 0.55 -0.99
2012 ARL Libraries 6.74 0.72 -0.84
Overall Information Control Norms
Info Control Perceived Mean Adequacy Mean Superiority Mean
SMU 7.23 0.82 -0.66
2012 ARL 7.18 0.59 -0.81
2012 LibQUAL 7.20 0.60 -0.71
LibQUAL 2012 ARL Libraries Notebook n=17,988LibQUAL 2012 Survey Highlights n=93,196
SMU Info Control Dimensions
ID Question TextMinimum Mean
Desired Mean
Perceived Mean
Adequacy Mean
Superiority Mean
IC-1 Making electronic resources accessible from my home or office 6.48 8.10 7.28 0.80 -0.82
IC-2 A library Web site enabling me to locate information on my own 6.40 7.94 7.13 0.73 -0.81
IC-3 The printed library materials I need for my work 6.29 7.69 7.08 0.79 -0.60
IC-4 The electronic information resources I need 6.40 7.85 7.26 0.86 -0.59
IC-5 Modern equipment that lets me easily access needed information 6.30 7.78 7.30 1.00 -0.48
IC-6 Easy-to-use access tools that allow me to find things on my own 6.44 7.89 7.23 0.79 -0.67
IC-7 Making information easily accessible for independent use 6.45 7.91 7.30 0.85 -0.61
IC-8 Print and/or electronic journal collections I require for my work 6.54 7.95 7.29 0.74 -0.66
Add Ease of use of electronic resources 6.49 7.92 7.17 0.67 -0.76
LibQUAL 2012 ARL Libraries 7.18 0.59 -0.81
Service Norms
Affect of Service Perceived Mean Adequacy Mean Superiority Mean
SMU 7.19 1.20 -0.30
2012 ARL 7.34 0.93 -0.42
2012 LibQUAL 7.44 0.80 -0.39
LibQUAL 2012 ARL Libraries Notebook n=17,988LibQUAL 2012 Survey Highlights n=93,196
SMU Service Dimensions
ID Question Text Minimum Mean
Desired Mean
Perceived Mean
Adequacy Mean
Superiority Mean
AS-3 Employees who are consistently courteous 6.22 7.68 7.55 1.33 -0.13
AS-8 Willingness to help users 6.29 7.74 7.49 1.20 -0.25
AS-4 Readiness to respond to users' questions 6.31 7.64 7.43 1.12 -0.21
AS-5 Employees who have the knowledge to answer user questions 6.31 7.70 7.41 1.11 -0.29
AS-6 Employees who deal with users in a caring fashion 5.92 7.45 7.26 1.34 -0.19
AS-7 Employees who understand needs of their users 6.13 7.60 7.22 1.08 -0.38
AS-9 Dependability in handling users' service problems 6.24 7.71 7.19 0.95 -0.52
AS-1 Employees who instill confidence in users 5.43 7.31 6.80 1.37 -0.51
AS-2 Giving users individual attention 5.19 6.73 6.47 1.28 -0.26
Add Availability of subject specialist assistance 5.78 7.34 6.92 1.14 -0.42
2012 ARL Libraries 7.34 0.93 -0.42
SMU Thermometer Chart
2012 ARL Libraries
International Perception Ratings
Percentile ARL SCONUL Canada Hong Kong
SMU
1 3.671 3.318 3.815 3.998 2.74
25 6.412 6.050 6.476 6.000
50 7.143 6.864 7.182 6.727 7.15
75 7.773 7.545 7.773 7.318
99 9.000 9.000 9.000 8.773 9.00
This shows that Singapore survey results are more similar to ARL or US libraries
Source: Thompson, Brian. 2008. “Using National and International Score Norms as a Library Service Quality Benchmarking Tool.” Paper presented at the 17th Meeting of the Greek Academic Libraries, Ioannina, Greece. September 24-26.
Additional Questions
1. A place for reflection and creativity (Place)
2. Availability of subject specialist assistance (Service)
3. Ease & timeliness in getting materials from other libraries
4. Ease of use of electronic resources (Info control)
5. Teaching me how to access, evaluate, and use information
Satisfaction
Overall Mean
ARL 2012
How would you rate the overall quality of the service provided by the Library?
7.40 7.69
In general, I am satisfied with the way in which I am treated at the Library
7.39 7.35
In general, I am satisfied with library support for my learning, research, and/or teaching needs
7.28 7.47
Satisfaction by Group
Overall Mean
UG Mean
PG Mean
Faculty Mean
How would you rate the overall quality of the service provided by the Library? 7.40 7.37 7.31 8.08
In general, I am satisfied with the way in which I am treated at the Library 7.39 7.28 7.23 7.64
In general, I am satisfied with library support for my learning, research, and/or teaching needs
7.28 7.39 7.32 7.70
Sample size 1970 1736 115 66
Information Literacy Outcomes
Overall Mean
ARL 2012
The library enables me to be more efficient in my academic pursuits or work.
7.15 6.38
The library aids my advancement in my academic discipline or work.
7.06 7.27
The library helps me distinguish between trustworthy and untrustworthy information.
6.38 7.31
The library provides me with the information skills I need in my work or study.
6.36 6.41
The library helps me stay abreast of developments in my field(s) of interest.
6.32 6.94
Overall Dimensions of Excellence
ID QuestionSuperiority
GapPerceived
Mean
AS-3 Employees who are consistently courteous -0.13 7.55
AS-8 Willingness to help users -0.25 7.49
AS-4 Readiness to respond to user’s questions -0.21 7.43
AS-5 Employees who have the knowledge to answer user questions -0.29 7.41
AS-6 Employees who deal with users in a caring fashion -0.19 7.26
AS-3 AS-8 AS-4 AS-5 AS-6
Overall Dimensions for Improvement
ID Question Superiority GapPerceived Mean
LP-1 Library space that inspires study and learning -1.36 6.67
LP-2 Quiet space for individual activities -1.28 6.72
LP-3 A comfortable and inviting location -1.01 6.83
LP-Add A place for reflection and creativity -0.99 6.06
LP-4 A getaway for study, learning, or research -0.80 7.02
LP-5 Community space for group learning and group study -0.80 6.89
LP-1 LP-2 LP-3 LP-Add LP-4 LP-5
Postgraduate Dimensions of Excellence
ID Question TextSuperiority Mean
Perceived Mean
AS-8 Willingness to help users -0.17 7.55
AS-2 Giving users individual attention -0.16 6.69
AS-6 Employees who deal with users in a caring fashion -0.13 7.20
AS-5Employees who have the knowledge to answer user questions -0.10 7.56
AS-4 Readiness to respond to users' questions -0.08 7.55
AS-3 Employees who are consistently courteous -0.05 7.57
ID Question TextSuperiority Mean
Perceived Mean
LP-2 Quiet space for individual activities -1.20 6.75
LP-1 Library space that inspires study and learning -1.19 6.78
LP-4 A getaway for study, learning, or research -0.95 6.98LP-Add A place for reflection and creativity -0.89 6.35
IC-1 Making electronic resources accessible from my home or office -0.83 7.37
IC-2 A library Web site enabling me to locate information on my own -0.83 7.11
Postgraduate Dimensions of Excellence
Faculty Dimensions of Excellence
ID Question TextSuperiority Gap
Perceived Mean
AS-3 Employees who are consistently courteous 0.26 8.24AS-8 Willingness to help users -0.09 8.05AS-4 Readiness to respond to users' questions -0.38 7.95AS-9 Dependability in handling users' service problems -0.15 7.89AS-5 Employees who have the knowledge to answer user questions -0.45 7.79
ID Question Text (Gap from Desired are largest)Superiority Gap
Perceived Mean
IC-2 A library Web site enabling me to locate information on my own -1.06 7.35
IC-8 Print and/or electronic journal collections I require for my work -1.05 7.40
IC-1 Making electronic resources accessible from my home or office -0.92 7.56
IC-4 The electronic information resources I need -0.88 7.65
IC-6 Easy-to-use access tools that allow me to find things on my own -0.83 7.41
LP-2 Quiet space for individual activities -0.74 6.98
Faculty Dimensions of Excellence
Comments
• 1160 comments (856)• 304 with nil, NA, -• 15 comments on equipment• 70 comments on collection• 88 general comments (88 +ve)• 90 comments on information control (70 –ve, 20 +ve)
• 250 comments on place (220 –ve, 30 +ve)• 324 comments on service (319 +ve, 5 -ve)
Place Comments
• The entire atmosphere at the library - feels too cramped and crowded with people for it to be a place for reflection or creativity
• There isn’t enough space for quiet study
• If zones for group work and individual were more clearly demarcated, students will know where the appropriate place to go
Information Control Comments
• I appreciate that you generally acquire requested materials quickly. The link that appears in scholar.google.com could be improved. (Faculty)
• I did not actually know what are the resources and databases that we have until a librarian comes to class and tell us about it
• Some of the databases are quite hard to navigate • Has awesome databases and research resources but
picking up the skills to use them effectively is a bit harder than it seems
Service Comments
• The service has been top notch for years. The librarians go out of their way to be helpful. (Faculty)
• I believe that SMU has a leading library team that understands and cares for the needs of every individual student. The library team has played an integral role in my academic pursuits thus far.
• I like how the librarians are always eager to assist me whenever I approach them with questions. The library training I received in class is also very useful.
• They are probably the ONE AND ONLY group of staff in SMU that really cares and goes out of their way to give aid, bring laughter, joy to the students
Collection & Equipment Comments
• More full text• More journals• More books• More concurrent logins• More Course Reserves copies, latest editions, longer
loan periods• More leisure reading• Computers & LCDs need to be replaced/updated/ in
working condition• Computers to be installed with Firefox, Chrome, etc
Singapore Management University 2013
7.69-0.617.086.16
ARL Libraries 2012
7.81-0.677.146.41
Conclusion
• Service & Library Staff
• Library as Place• Information control
(some dimensions can be improved further)