Project URL – TM QUANTITATIVE EVIDENCE Philadelphia January, 2008 Presented by: Bruce Thompson.

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Presentation transcript:

Project URL – TM QUANTITATIVE EVIDENCE Philadelphia January, 2008 Presented by: Bruce Thompson

“The LibQUAL+ ® Background” “The Birth/Origins of LibQUAL+ ® ”

LibQUAL ® “Top Ten Resources”

Premises Three Seminal Quotations

PERCEPTIONS SERVICE “….only customers judge quality; all other judgments are essentially irrelevant” Note. Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press. LibQUAL+ ™ Premise #1

LibQUAL+ ™ Premise #2 “Il est plus nécessaire d'étudier les hommes que les livres” —FRANÇOIS DE LA ROCHEFOUCAULD

“We only care about the things we measure.” --Bruce Thompson, CASLIN, 2006 LibQUAL+ ™ Premise #3

“22 Items and 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.

“…and Five Ancillary Items” Either Zero or Five Ancillary items are selected to address local or consortial concerns  Items from the initial LibQUAL+ TM item pool.  Items written by previous consortial groups.

Some Measurement Integrity Evidence 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 ServiceInfo.Lib as Group n AffectControlPlaceTOTAL American (all)59, British (all) 6, French (all)

alpha by University Type By University Type ServiceInfo.Lib as Group n AffectControlPlaceTOTAL Comm Colleges 4, yr Not ARL36, yr, ARL14, Acad Health 3,

alphas for 2006 Scores A Key Resource: “How You Can… Integrity… Service Quality…” --Virginia 2006 Assessment Conference

Service Affect (n = 71,170 English) SA20APER SA07APER SA17APER SA04APER SA15APER SA23APER SA01APER SA12APER SA10APER Service Affect

Library as Place Library as Place (n = 71,170 English) LP13APER LP05APER LP09APER LP24APER LP19APER

Information Control Information Control (n = 71,170 English) IA18APER PC11APER IA03APER PC25APER PC21APER PC02APER PC16APER IA14APER

Validity Correlations Serv_AffInfo_ConLibPlaceTOTALper Serv_Aff Info_Con LibPlace TOTALper ESAT_TOT EOUT_TOT

Interpretation: Mean Perceived Scores (n=34)

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).

2006 Singapore Norms Stability Study r's for LibQUAL+™ Total Percentile Scores Across Two Language Versions and Five Years ('01 to '05) _____________________________________________________ Sample/ Variable Variable AmEng_01 AmEng_02 AmEng03a BrEng_03 AmEng03b _____________________________________________________ n 16,918 63,285 93,550 6,853 93,550 v AmEng_ AmEng_ AmEng03a BrEng_ AmEng03b AmEng_ BrEng_ AmEng_ BrEng_ __________________________________ ________

Singapore (cont.) r's for LibQUAL+™ Service Affect Percentile Scores Across Years for American English ______________________________ ____________ Sample/ Year______________ Variable ____________________________________________ n 16,918 93,413 24,980 61,991 v ____________________________________________

Stunning Stability of User Desires 2008 article in Library Quarterly

LibQUAL® Resources LibQUAL+® Website: Publications: Events and Training: LibQUAL® Bibliography: LibQUAL+® Procedures Manual: