Reliability and Validity of 2004 LibQUAL+™ Scores for Different Language Translations Martha Kyrillidou Colleen Cook Bruce Thompson ALA Annual Conference.

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Reliability and Validity of 2004 LibQUAL+™ Scores for Different Language Translations Martha Kyrillidou Colleen Cook Bruce Thompson ALA Annual Conference Chicago, IL June 26, 2005 old.libqual.org

Goals of LibQUAL+™ Foster a culture of excellence in providing library service Help libraries better understand user perceptions of library service quality Collect and interpret library user feedback systematically over time Provide libraries with comparable assessment information from peer institutions Identify best practices in library service Enhance library staff members' analytical skills for interpreting and acting on data

old.libqual.org LibQUAL+™ 2003 Summary United Kingdom

old.libqual.org LibQUAL+™ 2004 by the Numbers LibrariesSurveys Total202112,551 American English16986,195 College or University12174,660 Academic Law234,244 Academic Health Sciences124,077 Hospital71,113 Community College3771 Family History1784 Smithsonian Institution1459 Public187 British English2222,039 College or University1820,517 European Business41,522 French Canadian1458 Continental French1335 Dutch/Dutch English2398 Swedish/Swedish English73,126 ARL5733,035

old.libqual.org LibQUAL+™ International Participation Countries: Canada, the U.K., France, the Netherlands, Sweden, Australia Languages: American English, British English, Swedish, Dutch, French, French Canadian Consortia: SCONUL (Society of College, National, & University Libraries – U.K.), EBSLG (European Business Schools Librarians’ Group)

old.libqual.org Participating Libraries World LibQUAL+™ Survey

old.libqual.org Participants by language Years Language American English British English 2021 Continental French 1 Dutch 1 Dutch English 11 French Canadian 21 Swedish 5 Swedish English 2 TOTAL

old.libqual.org LibQUAL+™ Languages

old.libqual.org Standard Translation

old.libqual.org LibQUAL+™ Web Interface: Mapping Survey Items

old.libqual.org Cronbach's  for 2004 Scale Scores n AffServ LibPlace Info_Con American Eng 30, British Eng 10, Canadian Fr Continent Fr Dutch Swedish 1,

old.libqual.org LibQUAL+ TM Total Scores 2004 n  American Eng 30, British Eng 10, Canadian Fr Continent Fr Dutch Swedish 1,

old.libqual.org American English (n=30,706) AS01 Employees instill confidence in users AS04 Giving users individual attention AS06 Employees are consistently courteous AS09 Readiness to respond to users^ questions AS11 Employees have knowledge to answer user questions AS13 Employees deal with users in a caring fashion AS15 Employees understand the needs of their users AS18 Willingness to help users AS22 Dependability handling users^ service problems LP03 Lib space that inspires study and learning LP08 Quiet space for individual activities LP12 A comfortable and inviting location LP17 A getaway for study, learning, or research LP21 Comm space for group learning and group study IC02 Making elec resources access home or office IC05 Lib Web site enabling locate info on my own IC07 The printed lib materials I need for work IC10 The elec info resources I need IC14 Mod equip lets me easily access needed info IC16 Easy access tools allow find things on my own IC19 Making info easily access for independent use IC20 Pr and/or elec journal coll require for work

old.libqual.org British English (n=10,086) AS01 Employees instill confidence in users AS04 Giving users individual attention AS06 Employees are consistently courteous AS09 Readiness to respond to users^ questions AS11 Employees have knowledge to answer user questions AS13 Employees deal with users in a caring fashion AS15 Employees understand the needs of their users AS18 Willingness to help users AS22 Dependability handling users^ service problems LP03 Lib space that inspires study and learning LP08 Quiet space for individual activities LP12 A comfortable and inviting location LP17 A getaway for study, learning, or research LP21 Comm space for group learning and group study IC02 Making elec resources access home or office IC05 Lib Web site enabling locate info on my own IC07 The printed lib materials I need for work IC10 The elec info resources I need IC14 Mod equip lets me easily access needed info IC16 Easy access tools allow find things on my own IC19 Making info easily access for independent use IC20 Pr and/or elec journal coll require for work

old.libqual.org Canadian French (n=266) AS01 Employees instill confidence in users AS04 Giving users individual attention AS06 Employees are consistently courteous AS09 Readiness to respond to users^ questions AS11 Employees have knowledge to answer user questions AS13 Employees deal with users in a caring fashion AS15 Employees understand the needs of their users AS18 Willingness to help users AS22 Dependability handling users^ service problems LP03 Lib space that inspires study and learning LP08 Quiet space for individual activities LP12 A comfortable and inviting location LP17 A getaway for study, learning, or research LP21 Comm space for group learning and group study IC02 Making elec resources access home or office IC05 Lib Web site enabling locate info on my own IC07 The printed lib materials I need for work IC10 The elec info resources I need IC14 Mod equip lets me easily access needed info IC16 Easy access tools allow find things on my own IC19 Making info easily access for independent use IC20 Pr and/or elec journal coll require for work

old.libqual.org Continental French (n=229) AS01 Employees instill confidence in users AS04 Giving users individual attention AS06 Employees are consistently courteous AS09 Readiness to respond to users^ questions AS11 Employees have knowledge to answer user questions AS13 Employees deal with users in a caring fashion AS15 Employees understand the needs of their users AS18 Willingness to help users AS22 Dependability handling users^ service problems LP03 Lib space that inspires study and learning LP08 Quiet space for individual activities LP12 A comfortable and inviting location LP17 A getaway for study, learning, or research LP21 Comm space for group learning and group study IC02 Making elec resources access home or office IC05 Lib Web site enabling locate info on my own IC07 The printed lib materials I need for work IC10 The elec info resources I need IC14 Mod equip lets me easily access needed info IC16 Easy access tools allow find things on my own IC19 Making info easily access for independent use IC20 Pr and/or elec journal coll require for work

old.libqual.org Dutch (n=126) AS01 Employees instill confidence in users AS04 Giving users individual attention AS06 Employees are consistently courteous AS09 Readiness to respond to users^ questions AS11 Employees have knowledge to answer user questions AS13 Employees deal with users in a caring fashion AS15 Employees understand the needs of their users AS18 Willingness to help users AS22 Dependability handling users^ service problems LP03 Lib space that inspires study and learning LP08 Quiet space for individual activities LP12 A comfortable and inviting location LP17 A getaway for study, learning, or research LP21 Comm space for group learning and group study IC02 Making elec resources access home or office IC05 Lib Web site enabling locate info on my own IC07 The printed lib materials I need for work IC10 The elec info resources I need IC14 Mod equip lets me easily access needed info IC16 Easy access tools allow find things on my own IC19 Making info easily access for independent use IC20 Pr and/or elec journal coll require for work

old.libqual.org Swedish (n=1,262) AS01 Employees instill confidence in users AS04 Giving users individual attention AS06 Employees are consistently courteous AS09 Readiness to respond to users^ questions AS11 Employees have knowledge to answer user questions AS13 Employees deal with users in a caring fashion AS15 Employees understand the needs of their users AS18 Willingness to help users AS22 Dependability handling users^ service problems LP03 Lib space that inspires study and learning LP08 Quiet space for individual activities LP12 A comfortable and inviting location LP17 A getaway for study, learning, or research LP21 Comm space for group learning and group study IC02 Making elec resources access home or office IC05 Lib Web site enabling locate info on my own IC07 The printed lib materials I need for work IC10 The elec info resources I need IC14 Mod equip lets me easily access needed info IC16 Easy access tools allow find things on my own IC19 Making info easily access for independent use IC20 Pr and/or elec journal coll require for work

old.libqual.org Scale with Total Score Correlations American British Lib_TOTL Lib_TOTL Aff_Serv (81852) (21530) LibPlace (81852) (21530) Info_Con (81852) (21530)

old.libqual.org r of Gap with Perception Scores American British Lib_TOTL Lib_TOTL AdqGAP (81852) (21530) SupGAP (81852) (21530)

old.libqual.org Validity Coefs (American Eng) Aff_Serv LibPlace Info_Con Outcome (81705) (81705) (81705) Satisfact (81783) (81783) (81783)

old.libqual.org Validity Coefs (American Eng) LibqTOT Outcome.6252 (81705) Satisfact.7565 (81783)

old.libqual.org Validity Coefs (British Eng) Aff_Serv LibPlace Info_Con Outcome (21496) (21496) (21496) Satisfact (21505) (21505) (21505)

old.libqual.org Validity Coefs (British Eng) LibqTOT Outcome.5875 (21496) Satisfact.7232 (21505)

old.libqual.org References Thompson, B. (Ed.). (2003). Score reliability: Contemporary thinking on reliability issues. Newbury Park, CA: Sage. Thompson, B. (2004). Exploratory and confirmatory factor analysis: Understanding concepts and applications. Washington, DC: American Psychological Association.

old.libqual.org LibQUAL+™ Resources LibQUAL+™ Website: Publications: Events and Training: LibQUAL+™ Bibliography: LibQUAL+™ Procedures Manual: