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Report Meeting. Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom. Assessment.

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Report Meeting

Colleen Cook

Bruce Thompson

Martha Kyrillidou

July 28, 2003

Durham

United Kingdom


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


Theory of Service Quality:SERVQUAL

  • A. Parasuraman

  • L. Berry

  • V. Zeithaml

1985


Relationships: Perceptions, Service Quality and Satisfaction

….only customers judge quality;

all other judgments are essentially

irrelevant”

Zeithaml, Parasuraman, Berry. (1999).

Delivering quality service. NY: The Free Press.


Project 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)


Dimensions


LibQUAL+™ Growth


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

Rapid Growth in Other Areas


LibQUAL+™ 2003 by the Numbers

InstitutionsSurveys

Total308128,958

American English285115,852

Colleges and Universities22198,206

Community Colleges307,354

Academic Health Sciences227,388

Military Institutions61,697

Public and State Institutions5741

Academic Law Institutions1466

British English2011,919

Canadian French2416

Dutch English1771

ARL6631,479


2003 LibQUAL+™ Survey Activity


LibQUAL+™ 2003 Summary Colleges or Universities


LibQUAL+™ 2003 Colleges or Universities – Dimension Means


LibQUAL+™ 2003 Colleges or Universities – Library Use


LibQUAL+™ 2003 Colleges or Universities – Core Questions


LibQUAL+™ 2003 Summary Community Colleges


LibQUAL+™ 2003 Community Colleges – Dimension Means


LibQUAL+™ 2003 Community Colleges – Library Use


LibQUAL+™ 2003 Summary Academic Health Sciences


LibQUAL+™ 2003 Health Sciences – Dimension Means


LibQUAL+™ 2003 Health Sciences – Library Use


LibQUAL+™ 2003 Summary Military Institutions


LibQUAL+™ 2003 Military Institutions – Dimension Means


LibQUAL+™ 2003 Military Institutions – Library Use


LibQUAL+™ 2003 SummaryState and Public Institutions


LibQUAL+™ 2003 State and Public – Dimension Means


LibQUAL+™ 2003 State and Public – Library Use


LibQUAL+™ 2003 Summary United Kingdom


LibQUAL+™ 2003 United Kingdom – Dimension Means


LibQUAL+™ 2003 United Kingdom – Library Use


LibQUAL+™ 2003 Summary French Canadian


LibQUAL+™ 2003 French Canadian – Dimension Means


LibQUAL+™ 2003 French Canadian – Library Use


Key to Radar Charts


Key to Bar Charts


LibQUAL+ Related Documents

  • LibQUAL+Web Site http://www.arl.org/libqual/

  • LibQUAL+Bibliography

  • http://www.coe.tamu.edu/~bthompson/servqbib

  • Survey Participants Procedures Manual

  • http://www.arl.org/libqual/procedure/lqmanual2.pdf


2003 Results on the Web

  • Notebooks from the 2003 iteration of the LibQUAL+(TM) survey

  • http://www.libqual.org/Manage/Results/Results_2003/index.cfm

  • 2003 Interactive Statistics

  • http://www.libqual.org/Manage/Results/Interactive/index.cfm


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