Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting...
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Transcript of Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting...
![Page 1: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/1.jpg)
Reading LibQUAL+ Results
The University of Chicago Library
LibQUAL+™ Survey
Supervisors’ MeetingJune 16, 2004
![Page 2: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/2.jpg)
What is LibQUAL+?
•Survey•Measures perceptions of service quality•Outcomes-based•Gap analysis
![Page 3: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/3.jpg)
What is gap analysis?
Gap analysis in LibQUAL+ is based on each respondent ranking the library on each of 22+ items* (using a scale of 1 to 9) according to three questions:
• What is my minimum acceptable level of service?• What is my desired level of service?• What is the library’s current level of service?
* In LibQUAL+, items are statements. In other surveys, they may take the form of questions
![Page 4: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/4.jpg)
What is gap analysis?
Means scores are calculated using these individual responses. The differences between mean scores for the three levels (minimum, perceived, desired) are called “gaps”.
Gaps are reported both for the individual item mean scores and for mean scores for groups of related items (called “dimensions”). The dimensions are:
library as place affect of service
information control
![Page 5: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/5.jpg)
What are the gaps?
Service adequacy gap
• Difference obtained by subtracting the minimum acceptable level from the perceived level of service
• Positive gap score indicates service is perceived as better than minimum level
• Negative gap score indicates service is perceived as less than minimum level
![Page 6: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/6.jpg)
What are the gaps?
Service superiority gap
• Difference obtained by subtracting the desired level of service from the perceived level of service
• Positive gap score indicates perceived service exceeds the desired level
• Negative gap score indicates perceived service is less than desired level
![Page 7: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/7.jpg)
What does a gap look like?
The LibQUAL+ results notebook* presents information about gaps in various ways.
• Tables • Radar charts• Gap bar charts
* Results notebook may be found at:http://www.lib.uchicago.edu/staffweb/groups/libqual/results.html
![Page 8: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/8.jpg)
item text Minimum
mean Desired mean
Perceived mean
Adequacy mean
Superiority mean
IC-3 The print library materials I need for my work
6.89 8.21 6.68 -0.21 -1.53
LP-5 Community space for group learning and group study
3.67 5.20 5.49 1.83 0.29
IC-8 Print and/or electronic journal collections I require for my work
7.23 8.55 6.76 -0.47 -1.79
LP-3 A comfortable and inviting location 5.60 7.41 6.84 1.24 -0.57
IC-6 Easy-to-use access tools that allow me to find things on my own
6.84 8.38 7.10 0.26 ---111...222888
TableExcerpted; similar to p.63 results notebook
![Page 9: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/9.jpg)
Radar Chart
IC-3 IC-8 negative adequacy gap(red)
Sample Faculty Results
Similar to p.62 results notebook
![Page 10: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/10.jpg)
Radar Chart
IC-6 negative superiority gap(yellow)
Sample Faculty Results
Similar to p.62 results notebook
![Page 11: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/11.jpg)
Radar Chart
LP-5 positive
superiority gap
(green)
Sample Faculty Results
Similar to p.62 results notebook
![Page 12: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/12.jpg)
Radar Chart
LP-3 positive
adequacy gap
(blue)
Sample Faculty Results
Similar to p.62 results notebook
![Page 13: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/13.jpg)
p.65 results notebook
Dimension Minimum Desired Perceived
Affect of Service 6.08 7.68 6.98
Information Control 6.91 8.44 7.08
Library as Place 5.41 7.02 6.56
Overall 6.29 7.88 6.93
Gap bar chart
p.66 results notebook
![Page 14: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/14.jpg)
p.65 results notebook
Dimension Minimum Desired Perceived
Affect of Service 6.08 7.68 6.98
Information Control 6.91 8.44 7.08
Library as Place 5.41 7.02 6.56
Overall 6.29 7.88 6.93
Gap bar chart
![Page 15: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/15.jpg)
Gap bar chart
![Page 16: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/16.jpg)
Representativeness
![Page 17: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/17.jpg)
Representativeness
![Page 18: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/18.jpg)
Other Statistical Concepts
Standard deviation: Measures the spread of a set of values or scores. A rule of thumb is that two standard deviations above and below the mean captures about 95% of the total spread of scores (assuming a normal distribution). Normal distribution: This is also referred to as a gaussian distribution or a bell curve. For surveys that measure attitudes or perceptions, a perfect normal distribution is uncommon.
![Page 19: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/19.jpg)
Standard deviationStandard deviation of scores are reported in the results notebook. Different sets of scores can have the same mean, but a very different standard deviation. Larger standard deviations in LibQUAL+ means a diversity of perceptions – we expect this because our population has different needs, expectations, and perceptions.
Library user Score ScoreStudent A 4 2Student B 4 2Student C 5 5Student D 6 8Student E 6 8MEAN 5 5SD 0.89 2.68
Here’s an example: The second set of scores is much more spread out than the first (higher standard deviation). This doesn’t mean the data is worse, just that there is a larger diversity of opinion.
![Page 20: Reading LibQUAL+ Results The University of Chicago Library LibQUAL+™ Survey Supervisors’ Meeting June 16, 2004.](https://reader035.fdocuments.us/reader035/viewer/2022081006/56649cc45503460f9498defb/html5/thumbnails/20.jpg)
In Summary
LibQUAL+ results may be represented in different, but equally valid ways (radar, bar, table).
Negative gaps show areas that need further study (or even action), but don’t tell you WHY the gaps are there.
Further analysis is needed to see what other patterns may emerge and to help focus further assessment efforts and/or guide decision making.