report meeting
DESCRIPTION
Report Meeting. Colleen Cook Bruce Thompson Martha Kyrillidou July 28, 2003 Durham United Kingdom. Assessment. - PowerPoint PPT PresentationTRANSCRIPT
TM
Project web site www.arl.org/libqual/
Report MeetingReport Meeting
Colleen CookBruce ThompsonMartha Kyrillidou
July 28, 2003Durham
United Kingdom
AssessmentAssessment
“The difficulty lies in trying to find a single model or set of simple indicators that can be used by different institutions, and that will compare something across large groups that is by definition only locally applicable—i.e., how well a library meets the needs of its institution. Librarians have either made do with oversimplified national data or have undertaken customized local evaluations of effectiveness, but there has not been devised an effective way to link the two.” Sarah Pritchard, Library Trends, 1996
Theory of Service Quality:Theory of Service Quality: SERVQUALSERVQUAL
•A. Parasuraman
•L. Berry
•V. Zeithaml
1985
Relationships: Perceptions, Service Quality and Satisfaction
….only customers judge quality;all other judgments are essentiallyirrelevant”
Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press.
Project ResourcesProject Resources
LibQUAL+TM is an ARL/Texas A&M University joint effort. The project is supported in part by a 3-year grant from the U.S. Department of Education’s Fund for the Improvement of Post-Secondary Education (FIPSE) and a 3-year grant from the National Science Foundation (NSF)
DimensionsDimensions
2000 2001 2002 200341-items 56-items 25-items 22-items
Affect of Service Affect of Service Service Affect Service Affect
Reliability Library as Place Library as Place Library as Place
Library as Place Reliability Personal Control Information Control
Provision of Physical Collections
Self-Reliance Information Access
Access to Information
Access to Information
LibQUAL+™ GrowthLibQUAL+™ Growth
13
43
164
308
4,407
20,416
78,863
128,958
0
50
100
150
200
250
300
350
2000 2001 2002 2003
Survey Year
Number ofInstitutions
0
20,000
40,000
60,000
80,000
100,000
120,000
140,000
Number ofResponses
Number of Institutions
Number of Responses
Rapid Growth in Other AreasRapid Growth in Other Areas
4 Languages American English British English French “Dutch English”
7 Consortia Each has 5 local
questions added to the survey
7 Types of Institutions Academic Health
Sciences Academic Law Academic Military College or University Community College Public State
LibQUAL+™ 2003 by the NumbersLibQUAL+™ 2003 by the Numbers
Institutions SurveysTotal 308 128,958American English 285 115,852
Colleges and Universities 221 98,206Community Colleges 30 7,354Academic Health Sciences 22 7,388Military Institutions 6 1,697Public and State Institutions 5 741Academic Law Institutions 1 466
British English 20 11,919Canadian French 2 416Dutch English 1 771ARL 66 31,479
2003 LibQUAL+™ Survey Activity2003 LibQUAL+™ Survey Activity
LibQUAL+™ 2003 Summary LibQUAL+™ 2003 Summary Colleges or UniversitiesColleges or Universities
LibQUAL+™ 2003 Colleges or LibQUAL+™ 2003 Colleges or Universities – Dimension MeansUniversities – Dimension Means
LibQUAL+™ 2003 Colleges or LibQUAL+™ 2003 Colleges or Universities – Library UseUniversities – Library Use
LibQUAL+™ 2003 Colleges or LibQUAL+™ 2003 Colleges or Universities – Core QuestionsUniversities – Core Questions
LibQUAL+™ 2003 Summary LibQUAL+™ 2003 Summary Community CollegesCommunity Colleges
LibQUAL+™ 2003 Community LibQUAL+™ 2003 Community Colleges – Dimension MeansColleges – Dimension Means
LibQUAL+™ 2003 Community LibQUAL+™ 2003 Community Colleges – Library UseColleges – Library Use
LibQUAL+™ 2003 Summary LibQUAL+™ 2003 Summary Academic Health SciencesAcademic Health Sciences
LibQUAL+™ 2003 Health LibQUAL+™ 2003 Health Sciences – Dimension MeansSciences – Dimension Means
LibQUAL+™ 2003 Health LibQUAL+™ 2003 Health Sciences – Library UseSciences – Library Use
LibQUAL+™ 2003 Summary LibQUAL+™ 2003 Summary Military InstitutionsMilitary Institutions
LibQUAL+™ 2003 Military LibQUAL+™ 2003 Military Institutions – Dimension MeansInstitutions – Dimension Means
LibQUAL+™ 2003 Military LibQUAL+™ 2003 Military Institutions – Library UseInstitutions – Library Use
LibQUAL+™ 2003 SummaryLibQUAL+™ 2003 SummaryState and Public InstitutionsState and Public Institutions
LibQUAL+™ 2003 State and LibQUAL+™ 2003 State and Public – Dimension MeansPublic – Dimension Means
LibQUAL+™ 2003 State and LibQUAL+™ 2003 State and Public – Library UsePublic – Library Use
LibQUAL+™ 2003 Summary LibQUAL+™ 2003 Summary United KingdomUnited Kingdom
LibQUAL+™ 2003 United LibQUAL+™ 2003 United Kingdom – Dimension MeansKingdom – Dimension Means
LibQUAL+™ 2003 United LibQUAL+™ 2003 United Kingdom – Library UseKingdom – Library Use
LibQUAL+™ 2003 Summary LibQUAL+™ 2003 Summary French CanadianFrench Canadian
LibQUAL+™ 2003 French LibQUAL+™ 2003 French Canadian – Dimension MeansCanadian – Dimension Means
LibQUAL+™ 2003 French LibQUAL+™ 2003 French Canadian – Library UseCanadian – Library Use
Key to Radar ChartsKey to Radar Charts
Key to Bar ChartsKey to Bar Charts
LibQUAL+LibQUAL+ Related DocumentsRelated Documents
LibQUAL+LibQUAL+ Web Site http://www.arl.org/libqual/
LibQUAL+LibQUAL+ Bibliographyhttp://www.coe.tamu.edu/~bthompson/servqbib
Survey Participants Procedures Manual http://www.arl.org/libqual/procedure/lqmanual2.pdf
2003 Results on the Web2003 Results on the Web
Notebooks from the 2003 iteration of Notebooks from the 2003 iteration of the LibQUAL+(TM) survey the LibQUAL+(TM) survey
http://www.libqual.org/Manage/Results/Results_2003/index.cfm
2003 Interactive Statistics2003 Interactive Statisticshttp://www.libqual.org/Manage/Results/Interactive/index.cfm
Online Administration SystemOnline Administration System
Online Administration SystemOnline Administration System
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Online Administration SystemOnline Administration System
Online Administration SystemOnline Administration System