QUANTITATIVE EVIDENCE

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Presentation transcript:

QUANTITATIVE EVIDENCE Boston, U.S. Swinford, U.K. January, 2005 Presented by: Colleen Cook Bruce Thompson

The Box Why the Box is so Important About 40% of participants provide open-ended comments, and these are linked to demographics and quantitative data. Users elaborate the details of their concerns. Users feel the need to be constructive in their criticisms, and offer specific suggestions for action.

Dimensions of Library Service Quality Empathy Information Control Responsiveness Symbol Utilitarian space Assurance Scope of Content Ease of Navigation Self - Reliance Library as Place Library Service Quality Model 3 Refuge Affect of Service Reliability Convenience Timeliness Equipment

alpha By Language By Language Service Info. Lib as Group n Affect Control Place TOTAL American (all) 59,318 .95 .91 .88 .96 British (all) 6,773 .93 .87 .81 .94 French (all) 172 .95 .90 .89 .95

alpha by University Type Service Info. Lib as Group n Affect Control Place TOTAL Comm Colleges 4,189 .96 .92 .89 .97 4 yr Not ARL 36,430 .95 .91 .88 .96 4 yr, ARL 14,080 .95 .90 .87 .96 Acad Health 3,263 .95 .92 .90 .96

Service Affect Service Affect (n = 71,170 English) SA20APER .80541 .22199 .27521 SA07APER .80338 .27236 .20993 SA17APER .79655 .20844 .22793 SA04APER .77062 .29258 .17694 SA15APER .73437 .34646 .24299 SA23APER .73391 .34359 .27896 SA01APER .71589 .29773 .16972 SA12APER .71541 .32229 .25528 SA10APER .68825 .35941 .28090

Library as Place Library as Place (n = 71,170 English) LP13APER .26213 .25710 .80013 LP05APER .20412 .15920 .73601 LP09APER .27765 .24869 .72631 LP24APER .26672 .34873 .72148 LP19APER .19630 .28102 .70295

Information Control Information Control (n = 71,170 English) IA18APER .29824 .73480 .28164 PC11APER .29045 .71111 .19999 IA03APER .24482 .70341 .18989 PC25APER .21770 .68760 .22736 PC21APER .41572 .65615 .30096 PC02APER .37847 .63860 .16559 PC16APER .33439 .61598 .36448 IA14APER .28759 .58521 .39295

Validity Correlations Serv_Aff Info_Con LibPlace TOTALper Serv_Aff 1.0000 .7113 .5913 .9061 Info_Con .7113 1.0000 .6495 .9029 LibPlace .5913 .6495 1.0000 .8053 TOTALper .9061 .9029 .8053 1.0000 ESAT_TOT .7286 .6761 .5521 .7587 EOUT_TOT .5315 .6155 .4917 .6250

2003 LibQUAL+™ Survey Activity

Mean Perceived Scores 2001/2002 Trend (n=34)

LibQUAL+™ 2004 Summary Colleges or Universities American English

LibQUAL+™ 2004 Summary Academic Law Institutions American English

LibQUAL+™ 2004 Summary Academic Health Sciences American English

LibQUAL+™ 2004 Summary Hospitals American English

LibQUAL+™ 2004 Summary Colleges or Universities Undergraduates – American English

LibQUAL+™ 2004 Summary Colleges or Universities Graduates – American English

LibQUAL+™ 2004 Summary Colleges or Universities Faculty – American English

LibQUAL+™ 2004 Summary Colleges or Universities Staff – American English

Score Norms Norm Conversion Tables facilitate the interpretation of observed scores using norms created for a large and representative sample. LibQUAL+™ norms have been created at both the individual and institutional level

Institutional Norms for Perceived Means on 25 Core Questions Note: Thompson, B. LibQUAL+ Spring 2002 Selected Norms, (2002).

LibQUAL+™ Interactive Institution Statistics

LibQUAL+™ Interactive Multi-Variable Statistics

In Closing LibQUAL+™ methodology focuses on success from the users point of view (outcomes) Demonstrates that a web-based survey can handle large numbers; users are willing to fill it out; and survey can be executed quickly with minimal expense LibQUAL+™ requires limited local survey expertise and resources Analysis available at local and inter-institutional levels Many opportunities for using demographics to discern user behaviors

LibQUAL+™ Resources LibQUAL+™ Website: http://www.libqual.org Publications: http://www.libqual.org/publications Events and Training: http://www.libqual.org/events LibQUAL+™ Bibliography: http://www.coe.tamu.edu/~bthompson/servqbib LibQUAL+™ Procedures Manual: http://www.libqual.org/Information/Manual/index.cfm

LibQUAL+™ Contact Information Martha Kyrillidou Senior Program for Office of Statistics and Measurement martha@arl.org Consuella Askew LibQUAL+™ Program Specialist consuella@arl.org Amy Hoseth LibQUAL+™ Project Assistant amyh@arl.org Jonathan D. Sousa Technical Applications Development Manager jonathan@arl.org