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

2. 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.

3. 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

4. alpha By Language By Language Service Info. Lib as
Group n Affect Control Place TOTAL
American (all) 59,
British (all) 6,
French (all)

5. alpha by University Type
Service Info. Lib as
Group n Affect Control Place TOTAL
Comm Colleges 4,
4 yr Not ARL 36,
4 yr, ARL 14,
Acad Health 3,

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

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

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

9. Validity Correlations
Serv_Aff Info_Con LibPlace TOTALper
Serv_Aff
Info_Con
LibPlace
TOTALper
ESAT_TOT
EOUT_TOT

10. 2003 LibQUAL+™ Survey Activity

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

12. LibQUAL+™ 2004 Summary Colleges or Universities American English

13. LibQUAL+™ 2004 Summary Academic Law Institutions American English

14. LibQUAL+™ 2004 Summary Academic Health Sciences American English

15. LibQUAL+™ 2004 Summary Hospitals American English

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

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

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

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

20. 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

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

22. LibQUAL+™ Interactive Institution Statistics

23. LibQUAL+™ Interactive Multi-Variable Statistics

24. 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

25. LibQUAL+™ Resources LibQUAL+™ Website: http://www.libqual.org
Publications:
Events and Training:
LibQUAL+™ Bibliography:
LibQUAL+™ Procedures Manual:

26. LibQUAL+™ Contact Information
Martha Kyrillidou
Senior Program for Office of Statistics and Measurement
Consuella Askew
LibQUAL+™ Program Specialist
Amy Hoseth
LibQUAL+™ Project Assistant
Jonathan D. Sousa
Technical Applications Development Manager