TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003...
-
Upload
lily-lyons -
Category
Documents
-
view
213 -
download
0
Transcript of TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003...
![Page 1: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/1.jpg)
TM
Project web site www.arl.org/libqual/
Report MeetingReport Meeting
Colleen CookBruce ThompsonMartha Kyrillidou
July 28, 2003Durham
United Kingdom
![Page 2: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/2.jpg)
AssessmentAssessment
“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
![Page 3: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/3.jpg)
Theory of Service Quality:Theory of Service Quality: SERVQUALSERVQUAL
•A. Parasuraman
•L. Berry
•V. Zeithaml
1985
![Page 4: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/4.jpg)
Relationships: Perceptions, Service Quality and Satisfaction
….only customers judge quality;all other judgments are essentiallyirrelevant”
Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press.
![Page 5: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/5.jpg)
Project ResourcesProject Resources
LibQUAL+TM is an ARL/Texas A&M University joint effort. The project is supported in part by a 3-year grant from the U.S. Department of Education’s Fund for the Improvement of Post-Secondary Education (FIPSE) and a 3-year grant from the National Science Foundation (NSF)
![Page 6: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/6.jpg)
DimensionsDimensions
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 Control Information Control
Provision of Physical Collections
Self-Reliance Information Access
Access to Information
Access to Information
![Page 7: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/7.jpg)
LibQUAL+™ GrowthLibQUAL+™ Growth
13
43
164
308
4,407
20,416
78,863
128,958
0
50
100
150
200
250
300
350
2000 2001 2002 2003
Survey Year
Number ofInstitutions
0
20,000
40,000
60,000
80,000
100,000
120,000
140,000
Number ofResponses
Number of Institutions
Number of Responses
![Page 8: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/8.jpg)
Rapid Growth in Other AreasRapid Growth in Other Areas
4 Languages American English British English French “Dutch English”
7 Consortia Each has 5 local
questions added to the survey
7 Types of Institutions Academic Health
Sciences Academic Law Academic Military College or University Community College Public State
![Page 9: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/9.jpg)
LibQUAL+™ 2003 by the NumbersLibQUAL+™ 2003 by the Numbers
Institutions SurveysTotal 308 128,958American English 285 115,852
Colleges and Universities 221 98,206Community Colleges 30 7,354Academic Health Sciences 22 7,388Military Institutions 6 1,697Public and State Institutions 5 741Academic Law Institutions 1 466
British English 20 11,919Canadian French 2 416Dutch English 1 771ARL 66 31,479
![Page 10: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/10.jpg)
2003 LibQUAL+™ Survey Activity2003 LibQUAL+™ Survey Activity
![Page 11: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/11.jpg)
LibQUAL+™ 2003 Summary LibQUAL+™ 2003 Summary Colleges or UniversitiesColleges or Universities
![Page 12: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/12.jpg)
LibQUAL+™ 2003 Colleges or LibQUAL+™ 2003 Colleges or Universities – Dimension MeansUniversities – Dimension Means
![Page 13: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/13.jpg)
LibQUAL+™ 2003 Colleges or LibQUAL+™ 2003 Colleges or Universities – Library UseUniversities – Library Use
![Page 14: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/14.jpg)
LibQUAL+™ 2003 Colleges or LibQUAL+™ 2003 Colleges or Universities – Core QuestionsUniversities – Core Questions
![Page 15: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/15.jpg)
LibQUAL+™ 2003 Summary LibQUAL+™ 2003 Summary Community CollegesCommunity Colleges
![Page 16: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/16.jpg)
LibQUAL+™ 2003 Community LibQUAL+™ 2003 Community Colleges – Dimension MeansColleges – Dimension Means
![Page 17: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/17.jpg)
LibQUAL+™ 2003 Community LibQUAL+™ 2003 Community Colleges – Library UseColleges – Library Use
![Page 18: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/18.jpg)
LibQUAL+™ 2003 Summary LibQUAL+™ 2003 Summary Academic Health SciencesAcademic Health Sciences
![Page 19: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/19.jpg)
LibQUAL+™ 2003 Health LibQUAL+™ 2003 Health Sciences – Dimension MeansSciences – Dimension Means
![Page 20: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/20.jpg)
LibQUAL+™ 2003 Health LibQUAL+™ 2003 Health Sciences – Library UseSciences – Library Use
![Page 21: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/21.jpg)
LibQUAL+™ 2003 Summary LibQUAL+™ 2003 Summary Military InstitutionsMilitary Institutions
![Page 22: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/22.jpg)
LibQUAL+™ 2003 Military LibQUAL+™ 2003 Military Institutions – Dimension MeansInstitutions – Dimension Means
![Page 23: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/23.jpg)
LibQUAL+™ 2003 Military LibQUAL+™ 2003 Military Institutions – Library UseInstitutions – Library Use
![Page 24: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/24.jpg)
LibQUAL+™ 2003 SummaryLibQUAL+™ 2003 SummaryState and Public InstitutionsState and Public Institutions
![Page 25: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/25.jpg)
LibQUAL+™ 2003 State and LibQUAL+™ 2003 State and Public – Dimension MeansPublic – Dimension Means
![Page 26: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/26.jpg)
LibQUAL+™ 2003 State and LibQUAL+™ 2003 State and Public – Library UsePublic – Library Use
![Page 27: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/27.jpg)
LibQUAL+™ 2003 Summary LibQUAL+™ 2003 Summary United KingdomUnited Kingdom
![Page 28: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/28.jpg)
LibQUAL+™ 2003 United LibQUAL+™ 2003 United Kingdom – Dimension MeansKingdom – Dimension Means
![Page 29: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/29.jpg)
LibQUAL+™ 2003 United LibQUAL+™ 2003 United Kingdom – Library UseKingdom – Library Use
![Page 30: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/30.jpg)
LibQUAL+™ 2003 Summary LibQUAL+™ 2003 Summary French CanadianFrench Canadian
![Page 31: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/31.jpg)
LibQUAL+™ 2003 French LibQUAL+™ 2003 French Canadian – Dimension MeansCanadian – Dimension Means
![Page 32: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/32.jpg)
LibQUAL+™ 2003 French LibQUAL+™ 2003 French Canadian – Library UseCanadian – Library Use
![Page 33: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/33.jpg)
Key to Radar ChartsKey to Radar Charts
![Page 34: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/34.jpg)
Key to Bar ChartsKey to Bar Charts
![Page 35: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/35.jpg)
LibQUAL+LibQUAL+ Related DocumentsRelated Documents
LibQUAL+LibQUAL+ Web Site http://www.arl.org/libqual/
LibQUAL+LibQUAL+ Bibliographyhttp://www.coe.tamu.edu/~bthompson/servqbib
Survey Participants Procedures Manual http://www.arl.org/libqual/procedure/lqmanual2.pdf
![Page 36: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/36.jpg)
2003 Results on the Web2003 Results on the Web
Notebooks from the 2003 iteration of Notebooks from the 2003 iteration of the LibQUAL+(TM) survey the LibQUAL+(TM) survey
http://www.libqual.org/Manage/Results/Results_2003/index.cfm
2003 Interactive Statistics2003 Interactive Statisticshttp://www.libqual.org/Manage/Results/Interactive/index.cfm
![Page 37: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/37.jpg)
Online Administration SystemOnline Administration System
![Page 38: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/38.jpg)
Online Administration SystemOnline Administration System
![Page 39: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/39.jpg)
Online Administration SystemOnline Administration System
![Page 40: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/40.jpg)
Online Administration SystemOnline Administration System
![Page 41: TM Project web site Report Meeting Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom.](https://reader037.fdocuments.us/reader037/viewer/2022110211/56649ec95503460f94bd6dd3/html5/thumbnails/41.jpg)
Online Administration SystemOnline Administration System