Project URL – TM LibQUAL+ ™ : An Overview CASLIN The Czech Republic June, 2006 Presented by:...
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Transcript of Project URL – TM LibQUAL+ ™ : An Overview CASLIN The Czech Republic June, 2006 Presented by:...
Project URL – http://www.libqual.org/
TM
LibQUAL+™: An OverviewCASLIN
The Czech RepublicJune, 2006
Presented by:
Bruce Thompson
http://www.coe.tamu.edu/~bthompson
Total Circulation
Note. M. Kyrillidou and M. Young. (2003).ARL Statistics 2002-03. Washington, D.C.: ARL, p.8.
Reference Transactions
Note. M. Kyrillidou and M. Young. (2003).ARL Statistics 2002-03. Washington, D.C.: ARL, p.8.
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 applicable—i.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
PERCEPTIONS SERVICE
“….only customers judge quality;
all other judgments are essentially
irrelevant”
Note. Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press.
The LibQUAL+™ Premise
Multiple Methodsof Listening to Customers Transactional surveys* Mystery shopping New, declining, and lost-customer surveys Focus group interviews Customer advisory panels Service reviews Customer complaint, comment, and inquiry capture Total market surveys* Employee field reporting Employee surveys Service operating data capture*A SERVQUAL-type instrument is most suitable for these methodsNote. A. Parasuraman. The SERVQUAL Model: Its Evolution And Current Status. (2000).
Paper presented at ARL Symposium on Measuring Service Quality, Washington, D.C.
13 LibrariesEnglish LibQUAL+™ Version
4000 Respondents
QUAL
QUAN
QUAL
QUAL
QUAN
QUAL
PURPOSE DATA ANALYSIS PRODUCT/RESULTDescribe library environment;build theory of library service quality from user perspective
Test LibQUAL+™ instrument
Refine theoryof service quality
Refine LibQUAL+™ instrument
Test LibQUAL+™ instrument
Refine theory
Unstructured interviewsat 8 ARL institutions
Web-delivered survey
Unstructured interviews at Health Sciences and the Smithsonian libraries
E-mail to surveyadministrators
Web-delivered survey
Focus groups
Content analysis:(cards & Atlas TI)
Reliability/validityanalyses: CronbachsAlpha, factor analysis,SEM, descriptive statistics
Content analysis
Content analysis
Reliability/validity analyses including Cronbachs Alpha,factor analysis, SEM, descriptive statistics
Content analysis
VignetteRe-tooling
Iterative
Emergent2000
2004315 Libraries English, Dutch, Swedish,
German LibQUAL+™ Versions160,000 anticipated respondents
LibQUAL+LibQUAL+™ Project™ Project
Case studies1
Valid LibQUAL+™ protocol
Scalable process
Enhanced understanding of user-centered views of service quality in the library environment2
Cultural perspective3
Refined survey delivery process and theory of service quality4
Refined LibQUAL+™ instrument5
Local contextual understanding of LibQUAL+™ survey responses6
York University University of Arizona Arizona State University of Connecticut University of Houston University of Kansas
University of Minnesota University of Pennsylvania University of Washington Smithsonian Northwestern Medical
76 Interviews Conducted
“You put a search on a book and it’s just gone; it’s not reacquired. … There’s more of a problem of lost books, of books that are gone and nobody knows why and nobody’s doing anything about it.”
Faculty member
Reliability
“I want to be treated with respect. I want you to be courteous, to look like you know what you are doing and enjoy what you are doing. … Don’t get into personal conversations when I am at the desk.”
Faculty member
Affect of Service
“One of the cherished rituals is going up the steps and through the gorgeous doors of the library and heading up to the fifth floor to my study. … I have my books and I have six million volumes downstairs that are readily available to me in an open stack library.”
Faculty member
Library as Place
“…first of all, I would turn to the best search engines that are out there. That’s not a person so much as an entity. In this sense, librarians are search engines [ just ] with a different interface.”
Faculty member
Self-reliance
“22 items”
2000 2001 2002 200341-items 56-items 25-items 22-items
Affect of Service Affect of Service Service Affect Service Affect
Reliability Library as Place Library as Place Library as Place
Library as Place Reliability Personal ControlInformation Control
Provision of Physical Collections
Self-RelianceInformation Access
Access to Information
Access to Information
“22 Items and The Box….”
Why the Box is so Important About 40% of participants provide open-ended
comments, and these are linked to demographics and quantitative data.
Users elaborate the details of their concerns. Users feel the need to be constructive in their
criticisms, and offer specific suggestions for action.
“…and Five Ancillary Items”Either Zero or Five Ancillary items are
selected to address local or consortial concerns Items from the initial LibQUAL+TM item
pool. Items written by previous consortial
groups.
alpha By Language
By LanguageService Info. Lib as
Group n Affect Control Place TOTALAmerican (all) 59,318 .95 .91 .88 .96British (all) 6,773 .93 .87 .81 .94French (all) 172 .95 .90 .89 .95
alpha by University Type
By University TypeService Info. Lib as
Group n Affect Control Place TOTALComm Colleges 4,189 .96 .92 .89 .974 yr Not ARL 36,430 .95 .91 .88 .964 yr, ARL 14,080 .95 .90 .87 .96Acad Health 3,263 .95 .92 .90 .96
Rapid Growth in Other Areas Languages
American English British English French Dutch Swedish
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 European Business Hospital Public State
Countries U.S., U.K., Canada, the
Netherlands, South Africa, Sweden, France, Australia, New Zealand, Malaysia
LibQUAL+™ Participants
12
43
164
316
206
255
0
50
100
150
200
250
300
350
2000 2001 2002 2003 2004 2005
Interpretation:Mean Perceived Scores (n=34)
6.0000
6.2000
6.4000
6.6000
6.8000
7.0000
7.2000
6.0000 6.2000 6.4000 6.6000 6.8000 7.0000 7.2000
2001 Data
2002 D
ata
LibQUAL+™ Resources
LibQUAL+™ Website:http://www.libqual.org
Publications: http://www.libqual.org/publications
Events and Training: http://www.libqual.org/events
Gap Theory/Radargraph Introduction: http://www.libqual.org/Information/Tools/libqualpresentation.cfm
LibQUAL+™ Procedures Manual: http://www.libqual.org/Manual/index.cfm
LibQUAL+™ ContactInformation Martha Kyrillidou
Senior Program for Office of Statistics and Measurement [email protected]
Mary Jackson LibQUAL+™ Services Manager [email protected]
MaShana Davis LibQUAL+™ Technical Communications Liaison [email protected]
Richard Groves Statistics Research Assistant [email protected]