1. 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

2. 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.
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3. 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!!!
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4. LibQUAL+® Lite Person Item Bob Mary Bill Sue Ted
Service Affect #1 X X X X X
Info Control # 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 # X X
Library as Place #2 X X
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5. 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
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6. Spring Pilot Median Completion Times in Seconds
Across Administration Formats
Institution
Format TOTAL
Long Form
"Lite" Form
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7. Spring Pilot Percentages of Participants Who (a) Completed the Survey
and (b) Met Inclusion Criteria Across Institutions
and Administration Formats
Institution
Format TOTAL
Long Form % % % % %
"Lite" Form % % % % %
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8. Spring Pilot
Ratios of completers across the two administration formats and four institutions
Institution
Format
Long Form
“Lite” Form 1,
Total 2, ,
Actual (Percent)
Random (Percent)
Difference (Percent)
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9. Fall Beta Median Completion Times in Seconds
Across Administration Formats
Institution
Format Total
Long Form
"Lite" Form
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10. Fall Beta Percentages of Participants Who (a) Completed the Survey
and (b) Met Inclusion Criteria Across Institutions
and Administration Formats
Institution
Format Total
Long Form 38.8% % % % % % % % % %
"Lite" Form 51.2% % % % % % % % % %
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11. Fall Beta Ratios of completers across the
two administration formats and four institutions
Institution
Format Total
Long Form
"Lite" Form
Total
Actual
Random
Difference
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12. Fall Beta LibQUAL+® Lite versus LibQUAL+® score comparisons
95% confidence intervals around the means of scores across the 9 institutions and the two protocols
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13. Fall Beta LibQUAL+® Lite versus LibQUAL+® score comparisons
95% confidence intervals around the means of scores across the 9 institutions and the two protocols
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14. 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
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15. 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
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17. LibQUAL+® Lite versus LibQUAL+® score comparisons
Mean differences across user groups for the three LibQUAL+® dimensions
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18. LibQUAL+® Lite versus LibQUAL+® score comparisons
Mean differences across user groups for the three constant items
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19. 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
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24. Thank you
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