Martha Kyrillidou, Director, ARL Bruce Thompson, Texas A&M

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Presentation transcript:

Martha Kyrillidou, Director, ARL Bruce Thompson, Texas A&M LibQUAL+® Lite: A New Model for Conducting Service Quality Assessments That Both Minimizes Demands on Users and Maximizes Response Rates Presented by: Martha Kyrillidou, Director, ARL Bruce Thompson, Texas A&M Colleen Cook, Texas A&M Quantitative and Qualitative Methods in Libraries (QQML2009) Conference Chania, Crete, Greece May 26-29, 2009

LibQUAL+® Lite The measurement strategy we are about to describe, used in 'LibQUAL+ Lite,' could be used in ANY Web local survey with more than a few questions, to: maximize response rate and minimize burdens on respondents. old.libqual.org

LibQUAL+® Lite LibQUAL+® Lite is a survey methodology in which (a) ALL users answer a few, selected survey questions, but (b) the remaining survey questions are answered ONLY by a randomly-selected subsample of the users. Thus, (a) data are collected on ALL QUESTIONS, but (b) each user answers FEWER QUESTIONS, thus shortening the required response time!!! old.libqual.org

LibQUAL+® Lite Person Item Bob Mary Bill Sue Ted Service Affect #1 X X X X X Info Control #1 X X X X X Service Affect #2 X X Library as Place #1 X X X X X Service Affect #3 X X Info Control #2 X X Library as Place #2 X X old.libqual.org

Beta during Fall 2008 & Spring 2009 Multiple languages on the new platform Comments available for both complete and incomplete cases 20 institutions …analysis forthcoming University of Haifa implementing Hebrew this spring old.libqual.org

Spring Pilot Median Completion Times in Seconds Across Administration Formats Institution Format 433 3 107 5 TOTAL Long Form 456.5 501.0 458.0 470.0 470.5 "Lite" Form 276.0 300.0 290.0 291.5 285.0 old.libqual.org

Spring Pilot Percentages of Participants Who (a) Completed the Survey and (b) Met Inclusion Criteria Across Institutions and Administration Formats Institution Format 433 3 107 5 TOTAL Long Form 56.18% 35.26% 61.40% 51.07% 49.18% "Lite" Form 66.08% 51.44% 73.57% 60.54% 62.91% old.libqual.org

Spring Pilot Ratios of completers across the two administration formats and four institutions Institution Format 433 3 107 5 Long Form 688 426 369 451 “Lite” Form 1,868 627 451 309 Total 2,556 1,053 820 691 Actual (Percent) 73.0 59.5 55.0 55.3 Random (Percent) 70.0 50.5 50.0 50.0 Difference (Percent) 3.0 9.5 5.0 5.3 old.libqual.org

Fall Beta Median Completion Times in Seconds Across Administration Formats Institution Format 4 84 440 446 450 453 459 461 467 Total Long Form 493 516 527 470 557 584 482 474 498 511 "Lite" Form 295 304 321 303.5 322.5 482 258 279 351 301 old.libqual.org

Fall Beta Percentages of Participants Who (a) Completed the Survey and (b) Met Inclusion Criteria Across Institutions and Administration Formats Institution Format 4 84 440 446 450 453 459 461 467 Total Long Form 38.8% 51.6% 48.7% 39.8% 33.3% 30.0% 41.1% 45.6% 39.6% 39.4% "Lite" Form 51.2% 68.2% 58.0% 54.7% 44.4% 41.3% 48.6% 54.9% 55.9% 50.6% old.libqual.org

Fall Beta Ratios of completers across the two administration formats and four institutions Institution Format 4 84 440 446 450 453 459 461 467 Total Long Form 161 130 230 130 165 225 287 187 99 1614 "Lite" Form 224 159 69 430 236 318 342 224 152 2154 Total 385 289 299 560 401 543 629 411 251 3768 Actual 58.0 55.0 23.0 77.0 59.0 59.0 54.0 55.0 61.0 57.0 Random 50.0 50.0 20.0 70.0 50.0 50.0 50.0 50.0 50.0 50.0 Difference 8.0 5.0 3.0 7.0 9.0 9.0 4.0 5.0 11.0 7.0 old.libqual.org

Fall Beta LibQUAL+® Lite versus LibQUAL+® score comparisons 95% confidence intervals around the means of scores across the 9 institutions and the two protocols old.libqual.org

Fall Beta LibQUAL+® Lite versus LibQUAL+® score comparisons 95% confidence intervals around the means of scores across the 9 institutions and the two protocols old.libqual.org

Fall Beta LibQUAL+® Lite versus LibQUAL+® score comparisons 95% confidence intervals around the means of the item scores on the three items completed by all participants old.libqual.org

Fall Beta LibQUAL+® Lite versus LibQUAL+® score comparisons 95% confidence intervals around the means of the item scores on the three items completed by all participants old.libqual.org

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LibQUAL+® Lite versus LibQUAL+® score comparisons Mean differences across user groups for the three LibQUAL+® dimensions old.libqual.org

LibQUAL+® Lite versus LibQUAL+® score comparisons Mean differences across user groups for the three constant items old.libqual.org

LibQUAL Lite platform features Defining % of Lite Views Multiple languages Comments from both complete and incomplete responses – the qualitative is primary Ability to fill in representativeness after you close the survey old.libqual.org

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Thank you libqual@arl.org old.libqual.org