LibQUAL+ ® : The UK Experience Selena Killick Library Quality Officer, Cranfield University J. Stephen Town Director of Information, The University of York
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LibQUAL+®: The UK ExperienceSelena KillickLibrary Quality Officer, Cranfield University
J. Stephen TownDirector of Information, The University of York
Outline
• Introduction•Consortium Composition•Expectations•Perceptions•Comparisons
Background to the SCONUL LibQUAL+® Consortium
•2003 – Pilot study with 16 Libraries•73 Participants •51% Repeat Participants•2010 – CONUL consortium
Consortium Composition
RLUK23%
Pre-199231%
Post-199230%
HE col-leges3%
Irish Repub-
lic14%
LibQUAL+® Participants by HE Sector
RLUK Pre-1992 Post-1992 HE colleges0
10
20
30
40
50
60
70
LibQUAL+® Libraries by HE Sector
LibQUAL+ Libraries Non-LibQUAL+ Libraries
Russell Group27%
1994 Group30%
Uni-versity
Al-liance16%
Million+27%
LibQUAL+® Participants by Mission Group
Russell Group 1994 Group University Alliance Million+0
5
10
15
20
25
30
LibQUAL+® Libraries by Mission Group
LibQUAL+ Libraries Non-LibQUAL+ Libraries
Annual19%
Biannual49%
Three-yearly19%
Four-Yearly
3%
Five-Yearly
5% Other5%
UK LibQUAL+® Repeat Participation Styles
Expectations
Highest Desired
ID Question Desired (2011.5)
Years in Top 5
IC-1Making electronic resources accessible from my home or office 8.27 9
IC-8Print and/or electronic journal collections I require for my work 8.10 8
IC-2A library Web site enabling me to locate information on my own 8.09 9
LP-2 Quiet space for individual work 8.04 1
IC-7
Making information easily accessible for independent use 8.02 2
Least Desired
ID Question Desired (2011.5)
Years in Bottom 5
LP-1Library space that inspires study and learning 7.77 2
AS-9
Dependability in handling users' service problems 7.73 3
AS-1
Library staff who instill confidence in users 7.48 8
LP-5Space for group learning and group study 7.23 9
AS-2 Giving users individual attention 6.84 9
Affect of Service
Information Control
Library as Place
Overall6.00
6.10
6.20
6.30
6.40
6.50
6.60
SCONUL LibQUAL+® Dimension Minimum Mean Comparisons
Minimum Mean 2004 Minimum Mean 2011.5
Affect of Service
Information Control
Library as Place
Overall7.50
7.60
7.70
7.80
7.90
8.00
8.10
SCONUL LibQUAL+® Dimension Desired Mean Comparisons
Desired Mean 2004 Desired Mean 2011.5
5.00
5.60
6.20
6.80
SCONUL LibQUAL+® Increasing Minimum Expectations
Minimum Mean 2004 Minimum Mean 2011.5
7.707.807.908.008.10
SCONUL LibQUAL+® Decreasing Desired Expectations
Desired Mean 2004 Desired Mean 2011.5
Perceptions
SCONUL Overall 2011.5
SCONUL Overall 2004
Affect of Service
Information Control
Library as Place
Overall5.60
5.80
6.00
6.20
6.40
6.60
6.80
7.00
SCONUL LibQUAL+® Dimension Perceived Mean Comparisons
Perceived Mean 2004 Perceived Mean 2011.5
2004 2005 2006 2007 2008 2009 2010 2011.55.50
6.00
6.50
7.00
7.50
8.00
8.50
SCONUL LibQUAL+® Overall 2004 - 2011.5
Minimum Mean Desired Mean Perceived Mean
2004 2005 2006 2007 2008 2009 2010 2011.55.50
6.00
6.50
7.00
7.50
8.00
8.50
SCONUL LibQUAL+® Affect of Service 2004 - 2011.5
Minimum Mean Desired Mean Perceived Mean
2004 2005 2006 2007 2008 2009 2010 2011.55.50
6.00
6.50
7.00
7.50
8.00
8.50
SCONUL LibQUAL+® Information Control 2004 - 2011.5
Minimum Mean Desired Mean Perceived Mean
2004 2005 2006 2007 2008 2009 2010 2011.55.50
6.00
6.50
7.00
7.50
8.00
8.50
SCONUL LibQUAL+® Library as Place 2004 - 2011.5
Minimum Mean Desired Mean Perceived Mean
Comparisons
Dimension Summary
5.00
6.00
7.00
8.00
9.00
SCONUL Overall2004
ARL Overall 2004 SCONUL Overall2011.5
ARL Overall 2011.5
Mea
n S
core
Affect of Service
5.00
6.00
7.00
8.00
9.00
SCONUL Affect ofService 2004
ARL Affect of Service2004
SCONUL Affect ofService 2011.5
ARL Affect of Service2011.5
Mea
n S
core
Information Control
5.00
6.00
7.00
8.00
9.00
SCONUL InformationControl 2004
ARL InformationControl 2004
SCONUL InformationControl 2011.5
ARL InformationControl 2011.5
Mea
n S
core
Library as Place
5.00
6.00
7.00
8.00
9.00
SCONUL Library asPlace 2004
ARL Library as Place2004
SCONUL Library asPlace 2011.5
ARL Library as Place2011.5
Mea
n S
core
National Student Survey Comparisons
NSS LQ+ Overall Perceived0
1
2
3
4
5
6
7
4.06
6.79
4.10
6.76
4.04
6.70
National Student Survey Compared to LibQUAL+
2008 2009 2010
Mean
2008 2009 20105.50
6.00
6.50
7.00
7.50
8.00
8.50
4.00
4.05
4.10
4.15
4.20
4.25
4.30
4.35
4.40
4.45
4.50
4.064.1
4.04
SCONUL LibQUAL+® & NSS Comparisons
NSS LQ+ Minimum LQ+ Desired LQ+ Perceived
Selena Killick
[email protected]: +44(0)1793 785561
J. Stephen Town
[email protected]: +44(0)1904 323863
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