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

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Presentation Transcript
report meeting

Report Meeting

Colleen Cook

Bruce Thompson

Martha Kyrillidou

July 28, 2003

Durham

United Kingdom

slide2
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

slide3
Theory of Service Quality:SERVQUAL
  • A. Parasuraman
  • L. Berry
  • V. Zeithaml

1985

slide4
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.

slide5
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)
rapid 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

Rapid Growth in Other Areas
libqual 2003 by the numbers
LibQUAL+™ 2003 by the Numbers

InstitutionsSurveys

Total 308 128,958

American English 285 115,852

Colleges and Universities 221 98,206

Community Colleges 30 7,354

Academic Health Sciences 22 7,388

Military Institutions 6 1,697

Public and State Institutions 5 741

Academic Law Institutions 1 466

British English 20 11,919

Canadian French 2 416

Dutch English 1 771

ARL 66 31,479

libqual related documents
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
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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