University of Limerick Association of Research Libraries / Texas A&M University www.libqual.org Language: Institution Type: Consortium: User Group: British English College or University SCONUL All Language: Institution Type: Consortium: User Group: British English College or University SCONUL All
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University of Limerick
Association of Research Libraries / Texas A&M University
www.libqual.org
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
All
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
All
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
All
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
All
University of Limerick
Association of Research Libraries / Texas A&M University
www.libqual.org
Contributors
Colleen Cook MaShana DavisTexas A&M University Association of Research Libraries
Fred Heath Martha KyrillidouUniversity of Texas Association of Research Libraries
Bruce Thompson Gary RoebuckTexas A&M University Association of Research Libraries
Thompson, B., Colleen C. Cook, and Russell L. Thompson. Reliability and Structure of LibQUAL+™ Scores:
Measuring Perceived Library Service Quality. portal: Libraries and the Academy, 2 (2002): 3-12.
Thompson, B., Colleen C. Cook, and Kyrillidou, M. (2005). Concurrent validity of LibQUAL+® scores: What do
LibQUAL+® scores measure? Journal of Academic Librarianship, 31: 517-22.
Thompson, B., Colleen C. Cook, and Kyrillidou, M. “Using Localized Survey Items to Augment Standardized
Benchmarking Measures: A LibQUAL+® Study. portal: Libraries and the Academy, 6(2) (2006): 219-30.
Thompson, B., Colleen C. Cook, and Martha Kyrillidou. “Stability of Library Service Quality Benchmarking Norms
Across Time and Cohorts: A LibQUAL+® Study.” Paper presented at the Asia-Pacific Conference of
Library and Information Education and Practice (A-LIEP), Singapore, April 3-4 2006.
Thompson, B., Colleen C. Cook, and Martha Kyrillidou. “How Can You Evaluate the Integrity of Your Library
Assessment Data: Intercontinental LibQUAL+® Analysis Used as Concrete Heuristic Examples.” Paper
presented at the Library Assessment Conference: Building Effective, Sustainable, and Practical Assessment,
Charlottesville, VA, August 4-6, 2006.
Thompson, B., Colleen C. Cook, and Martha Kyrillidou. “On-premises Library versus Google™-Like Information
Gateway Usage Patterns: A LibQUAL+® Study.” portal: Libraries and the Academy 7 (4) (Oct 2007a):
463-480.
Thompson, B., Colleen C. Cook, and Martha Kyrillidou. “User library service expectations in health science vs.
other settings: a LibQUAL+® Study.” Health Information and Libraries Journal 24 (8) Supplement 1,
(Dec 2007b): 38-45.
Thompson, B., Colleen C. Cook, and Martha Kyrillidou. “Library Users Service Desires: a LibQUAL+® Study.”
Library Quarterly 78 (1) (Jan 2008): 1-18.
Zeithaml, Valerie, A. Parasuraman, and Leonard L. Berry. Delivering Quality Service: Balancing Customer
Perceptions and Expectations. New York: Free Press, 1990.
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1.7 Library Statistics for UL
The statistical data below were provided by the participating institution in the online Representativeness* section. Definitions for these items can be found in the ARL Statistics: <http://www.arl.org/stats/>.
Note: Participating institutions were not required to complete the Representativeness section. When statistical data is missing or incomplete, it is because this data was not provided.
299,693
15,017
57,947
16
37
Volumes held June 30, 2008:
Volumes added during year - Gross:
Total number of current serials received:
Total library expenditures (in USD):
Personnel - professional staff, FTE:
Personnel - support staff, FTE:
$0
1.8 Contact Information for UL
The person below served as the institution's primary LibQUAL+® liaison during this survey implementation.
The chart and table below show a breakdown of survey respondents by sub-group (e.g. First year, Masters, Professor), based on user responses to the demographic questions at the end of the survey instrument and the demographic data provided by institutions in the online Representativeness section*.
The chart maps the percentage of respondents for each user subgroup in red. Population percentages for each user subgroup are mapped in blue. The table shows the number and percentage for each user sub-group for the general population (N) and for survey respondents (n).
*Note: Participating institutions were not required to complete the Representativeness section. When population data is missing or incomplete, it is because this data was not provided.
0
4
8
12
16
20
24
First year (Undergraduate)
Second year (Undergraduate)
Third year (Undergraduate)
Fourth year (Undergraduate)
Fifth year and above (Undergraduate)
Non-degree (Undergraduate)
Taught Masters degree (Postgraduate)
Research Masters degree (Postgraduate)
Doctoral Research degree (Postgraduate)
Non-degree (Postgraduate)
Undecided (Postgraduate)
Professor (Academic Staff)
Reader (Academic Staff)
Senior / Principal Lecturer (Academic Staff)
Lecturer (Academic Staff)
Research Staff (Academic Staff)
Other Academic Status (Academic Staff)
Percentage
Population Profile by User Sub-Group
Respondent Profile by User Sub-Group
Us
er
Su
b-G
rou
p
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LibQUAL+® 2009 Survey Results - UL Page 23 of 101
Respondents
nUser Sub-Group
Respondents
%
Population
N
Population
% %N - %n
327 20.97% 2,529 21.23%First year (Undergraduate) 0.26%
273 17.51% 2,022 16.98%Second year (Undergraduate) -0.54%
288 18.47% 1,771 14.87%Third year (Undergraduate) -3.60%
311 19.95% 1,840 15.45%Fourth year (Undergraduate) -4.50%
8 0.51% 0 0.00%Fifth year and above (Undergraduate) -0.51%
4 0.26% 60 0.50%Other Academic Status (Academic Staff) 0.25%
Total: 100.00% 11,911 1,559 100.00% 0.00%
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The chart and table below show a breakdown of survey respondents by discipline, based on user responses to the demographic questions and the demographic data provided by institutions in the online Representativeness section*.
This section shows survey respondents broken down based on the LibQUAL+® standard discipline categories. The chart maps percentage of respondents for each discipline in red. Population percentages for each discipline are mapped in blue. The table shows the number and percentage for each discipline, for the general population (N) and for survey respondents (n).
*Note: Participating institutions were not required to complete the Representativeness section. When population data is missing or incomplete, it is because this data was not provided.
2.3 Population and Respondents by Standard Discipline
0
4
8
12
16
20
24
28
32
Agriculture and Related Subjects
Architecture, Building, & Planning
Biological Sciences
Business
Business & Administrative Studies
Combined Studies
Computer Science
Creative Arts & Design
Education
Engineering & Technology
Humanities
Languages
Law
Librarianship & Information Science
Mathematical Sciences
Medicine & Dentistry
Other
Physical Sciences
Social, Economic, & Political Studies
Subjects allied to Medicine
Veterinary Science
D
isc
ipli
ne
Percentage
Population Profile by Discipline
Respondent Profile by Discipline
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LibQUAL+® 2009 Survey Results - UL Page 25 of 101
Respondents
nDiscipline
Respondents
%
Population
N
Population
% %N - %n
Agriculture and Related Subjects 0 0.00% 0 0.00% 0.00%
Librarianship & Information Science 0 0.00% 0 0.00% 0.00%
Mathematical Sciences 0 0.00% 0 0.00% 0.00%
Medicine & Dentistry 0 0.00% 0 0.00% 0.00%
Other 55 3.53% 878 7.37% 3.84%
Physical Sciences 9 0.58% 0 0.00% -0.58%
Social, Economic, & Political Studies 0 0.00% 0 0.00% 0.00%
Subjects allied to Medicine 0 0.00% 0 0.00% 0.00%
Veterinary Science 0 0.00% 0 0.00% 0.00%
Total: 100.00% 11,912 1,558 100.00% 0.00%
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2.4 Population and Respondents by Customized Discipline
The chart and table below show a breakdown of survey respondents by discipline, based on user responses to the demographic questions and the demographic data provided by institutions in the online Representativeness section*.
This section shows survey respondents broken down based on the customized discipline categories supplied by the participating library. The chart maps percentage of respondents for each discipline in red. Population percentages for each discipline are mapped in blue. The table shows the number and percentage for each discipline, for the general population (N) and for survey respondents (n).
*Note: Participating institutions were not required to complete the Representativeness section. When population data is missing or incomplete, it is because this data was not provided.
0
4
8
12
16
20
24
28
32
Faculty of Arts, Humanities & Social Sciences
Faculty of Education & Health Sciences
Faculty of Science & Engineering
Kemmy Business School
Not sure
Other
D
isc
ipli
ne
Percentage
Population Profile by Discipline
Respondent Profile by Discipline
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LibQUAL+® 2009 Survey Results - UL Page 27 of 101
Respondents
nDiscipline
Respondents
%
Population
N
Population
% %N - %n
Faculty of Arts, Humanities & Social Sciences 472 30.30% 2,224 18.67% -11.63%
Faculty of Education & Health Sciences 322 20.67% 2,772 23.27% 2.60%
Faculty of Science & Engineering 452 29.01% 3,355 28.16% -0.85%
Kemmy Business School 248 15.92% 2,683 22.52% 6.61%
Not sure 9 0.58% 0 0.00% -0.58%
Other 55 3.53% 878 7.37% 3.84%
Total: 100.00% 11,912 1,558 100.00% 0.00%
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2.5 Respondent Profile by Age
This table shows a breakdown of survey respondents by age; both the number of respondents (n) and the percentage of the total number of respondents represented by each age group are displayed.
Age
Respondents
%
Respondents
n
Under 18 9 0.57%
18 - 22 978 61.55%
23 - 30 332 20.89%
31 - 45 206 12.96%
46 - 65 60 3.78%
Over 65 4 0.25%
Total: 100.00% 1,589
2.6 Population and Respondent Profiles by Sex
The table below shows a breakdown of survey respondents by sex, based on user responses to the demographic questions and the demographic data provided by institutions in the online Representativeness section*. The number and percentage for each sex are given for the general population and for survey respondents.
*Note: Participating institutions were not required to complete the Representativeness section. When population data is missing or incomplete, it is because this data was not provided.
Sex
Respondents
%
Respondents
n
Population
N
Population
%
Male 656 41.28%51.48% 5,906
Female 933 58.72%48.52% 5,566
Total: 100.00% 1,589100.00% 11,472
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LibQUAL+® 2009 Survey Results - UL Page 29 of 101
2.7 Respondent Profile by Full/Part-time Student
This table shows a breakdown of survey respondents by full/part-time student. The number of respondents (n) and the percentage of the total number of respondents represented by each group are displayed.
Full/Part-time Student
Respondents
%
Respondents
n
Full-time 1,434 90.25%
Part-time 45 2.83%
Does not apply / NA 110 6.92%
Total: 100.00% 1,589
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This radar chart shows the aggregate results for the core survey questions. Each axis represents one question. A code to identify each question is displayed at the outer point of each axis. While questions for each dimension of library service quality are scattered randomly throughout the survey, on this chart they are grouped into sections: Affect of Service , Information Control, and Library as Place.
On each axis, respondents' minimum, desired, and perceived levels of service quality are plotted, and the resulting "gaps" between the three levels (representing service adequacy or service superiority) are shaded in blue, yellow, green, and red.
The following two tables show mean scores and standard deviations for each question, where n is the number of respondents for each particular question. (For a more detailed explanation of the headings, see the Introduction to this notebook.)
3.1 Core Questions Summary
3 Survey Item Summary for UL
3
4
5
6
7
8
9
AS-1
AS-2
AS-3
AS-4
AS-5AS-6
AS-7
AS-8
AS-9
IC-1
IC-2
IC-3
IC-4
IC-5
IC-6
IC-7IC-8
LP-1
LP-2
LP-3
LP-4
LP-5
Affect of Service
Information Control
Library as Place
Perceived Less Than Minimum
Perceived Greater Than Minimum
Perceived Less Than Desired
Perceived Greater Than Desired
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Adequacy
Mean
Perceived
Mean
Desired
MeanQuestion TextID
Minimum
Mean n
Superiority
Mean
Affect of Service
Library staff who instill confidence in users 5.71 7.60 6.43 0.73AS-1 1,567-1.17
Library staff who are consistently courteousAS-3 1,583 1.88 1.94 2.17 1.80 1.41
Readiness to respond to users' enquiriesAS-4 1,550 1.68 1.66 1.89 1.61 1.28
Library staff who have the knowledge to answer
user questions
AS-5 1,528 1.75 1.71 1.91 1.59 1.33
Library staff who deal with users in a caring
fashion
AS-6 1,549 1.85 1.78 1.95 1.65 1.49
Library staff who understand the needs of their
users
AS-7 1,545 1.79 1.77 2.00 1.64 1.41
Willingness to help usersAS-8 1,557 1.76 1.66 1.85 1.59 1.41
Dependability in handling users' service problemsAS-9 1,450 1.77 1.94 2.09 1.76 1.41
Information Control
Making electronic resources accessible from my
home or office
IC-1 1,562 1.89 2.00 2.22 1.83 1.36
A library Web site enabling me to locate
information on my own
IC-2 1,571 1.80 1.90 2.12 1.75 1.38
The printed library materials I need for my workIC-3 1,506 1.77 1.96 2.12 1.71 1.43
The electronic information resources I needIC-4 1,557 1.76 1.78 1.99 1.55 1.34
Modern equipment that lets me easily access
needed information
IC-5 1,573 1.76 1.71 1.95 1.57 1.32
Easy-to-use access tools that allow me to find
things on my own
IC-6 1,569 1.73 1.72 1.97 1.55 1.31
Making information easily accessible for
independent use
IC-7 1,550 1.72 1.62 1.90 1.50 1.30
Print and/or electronic journal collections I
require for my work
IC-8 1,474 1.81 1.94 2.15 1.68 1.44
Library as Place
Library space that inspires study and learningLP-1 1,559 1.85 2.26 2.50 1.98 1.44
Quiet space for individual workLP-2 1,552 1.90 2.42 2.65 2.04 1.50
A comfortable and inviting locationLP-3 1,567 1.85 1.90 2.12 1.70 1.40
A haven for study, learning, or researchLP-4 1,558 1.90 2.14 2.39 1.85 1.45
Space for group learning and group studyLP-5 1,451 2.00 2.46 2.52 2.00 1.72
1,590Overall: 1.37 1.22 1.45 1.14 0.95
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LibQUAL+® 2009 Survey Results - UL Page 33 of 101
On the chart below, scores for each dimension of library service quality have been plotted graphically. The exterior bars represent the range of minimum to desired mean scores for each dimension. The interior bars represent the range of minimum to perceived mean scores (the service adequacy gap) for each dimension of library service quality.
3.2 Core Question Dimensions Summary
4
5
6
7
8
9
Information
Control
Affect of
Service
Library as
Place
Range of Minimum to Perceived ("Adequacy Gap")
Range of Minimum to Desired
Me
an
Dimension
Overall
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The following table displays mean scores for each dimension of library service quality measured by the LibQUAL+® survey, where n is the number of respondents for each particular dimension. (For a more detailed explanation of the headings, see the Introduction to this notebook.) A complete listing of the survey questions and their dimensions can be found in Appendix A.
Adequacy
Mean
Perceived
Mean
Desired
MeanDimension
Minimum
Mean n
Superiority
Mean
Affect of Service 6.28 7.65 6.77 0.50 1,589-0.88
Information Control 6.60 7.97 6.72 0.13 1,590-1.24
Library as Place 6.43 7.89 6.25 -0.18 1,585-1.64
6.43 7.83 6.64 0.20 1,590-1.19Overall:
Adequacy
SD
Perceived
SD
Desired
SDDimension
Minimum
SD n
Superiority
SD
Affect of Service 1,589 1.47 1.34 1.52 1.31 1.09
Information Control 1,590 1.42 1.28 1.53 1.18 1.01
Library as Place 1,585 1.53 1.72 1.92 1.50 1.14
The following table displays standard deviation for each dimension of library service quality measured by the
LibQUAL+® survey, where n is the number of respondents for each particular dimension. (For a more detailed
explanation of the headings, see the Introduction to this notebook.) A complete listing of the survey questions and their
dimensions can be found in Appendix A.
1,590Overall: 1.37 1.22 1.45 1.14 0.95
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LibQUAL+® 2009 Survey Results - UL Page 35 of 101
This table shows mean scores for each of the local questions added by the individual library or consortium, where n is the number of respondents for each particular question. (For a more detailed explanation of the headings, see the Introduction to this notebook.)
3.3 Local Questions Summary
Adequacy
Mean
Perceived
Mean
Desired
MeanQuestion Text
Minimum
Mean n
Superiority
Mean
Access to photocopying and printing facilities 6.32 7.88 6.33 0.01 1,538-1.55
The main texts and readings I need for my work 6.85 8.16 6.45 -0.40 1,578-1.71
Provision of information skills training 5.81 7.08 6.44 0.63 1,378-0.64
Availability of subject specialist assistance 6.00 7.41 5.98 -0.02 1,423-1.42
Helpfulness in dealing with users' IT problems 6.52 7.92 6.59 0.07 1,479-1.34
This table displays the standard deviations for each of the local questions added by the individual library or consortium , where n is the number of respondents for each question. (For a more detailed explanation of the headings, see the Introduction to this notebook.)
Adequacy
SD
Perceived
SD
Desired
SDQuestion Text
Minimum
SD n
Superiority
SD
Access to photocopying and printing facilities 1,538 1.87 2.18 2.34 1.84 1.52
The main texts and readings I need for my work 1,578 1.72 2.03 2.32 1.72 1.30
Provision of information skills training 1,378 1.99 2.01 2.04 1.73 1.79
Helpfulness in dealing with users' IT problems 1,479 1.83 2.12 2.27 1.91 1.42
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This table displays the mean score and standard deviation for each of the general satisfaction questions: Satisfaction with Treatment, Satisfaction with Support, and Satisfaction with Overall Quality of Service, where n is the number of respondents for each question. These scores are calculated from responses to the general satisfaction questions on the LibQUAL+® survey, in which respondents rated their levels of general satisfaction on a scale from 1-9.
3.4 General Satisfaction Questions Summary
MeanSatisfaction Question nSD
In general, I am satisfied with the way in which I am treated at the library. 7.12 1,590 1.68
In general, I am satisfied with library support for my learning, research, and/or
teaching needs.
6.69 1,590 1.70
How would you rate the overall quality of the service provided by the library? 6.92 1,590 1.45
This table displays the mean score and standard deviation for each of the information literacy outcomes questions, where n is the number of respondents for each question. These scores are calculated from responses to the information literacy outcomes questions on the LibQUAL+® survey, in which respondents rated their levels of general satisfaction on a scale from 1-9 with 1 being "strongly disagree" and 9 representing "strongly agree".
3.5 Information Literacy Outcomes Questions Summary
MeanInformation Literacy Outcomes Questions nSD
The library helps me stay abreast of developments in my field(s) of interest. 5.97 1,590 1.74
The library aids my advancement in my academic discipline or work. 6.83 1,589 1.58
The library enables me to be more efficient in my academic pursuits or work. 6.79 1,590 1.61
The library helps me distinguish between trustworthy and untrustworthy
information.
6.02 1,589 1.96
The library provides me with the information skills I need in my work or study. 6.34 1,590 1.78
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This chart shows a graphic representation of library use (both on the premises and electronically), as well as use of non-library information gateways such as Yahoo™ and Google™. Bars represent the frequency with which respondents report using these resources: Daily, Weekly, Monthly, Quarterly, or Never. The table below the chart displays the number and percentage of respondents who selected each option.
3.6 Library Use Summary
0
10
20
30
40
50
60
70
80
90
100
Daily
Weekly
Monthly
Quarterly
Never
How often do you use
resources within the
library?
How often do you
access library resources
through a library Web
page?
How often do you use
Yahoo(TM),
Google(TM), or
non-library gateways for
information?
Frequency
P
erc
en
tag
e
Daily Weekly Monthly Quarterly Never n / %
How often do you use resources within the
library?
598
37.61%
761
47.86%
181
11.38%
46
2.89%
4
0.25%
1,590
100.00%
How often do you access library resources
through a library Web page?
485
30.50%
685
43.08%
246
15.47%
97
6.10%
77
4.84%
1,590
100.00%
How often do you use Yahoo(TM),
Google(TM), or non-library gateways for
information?
1,154
72.58%
323
20.31%
61
3.84%
22
1.38%
30
1.89%
1,590
100.00%
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4 Undergraduate Summary
4.1 Demographic Summary for Undergraduate
4.1.1 Population and Respondent Profiles for Undergraduate by Standard Discipline
The chart and table below show a breakdown of survey respondents by discipline, based on user responses to the demographic questions and the demographic data provided by institutions in the online Representativeness section.
This section shows survey respondents broken down based on the LibQUAL+® standard discipline categories. The chart
maps percentage of respondents for each discipline in red. Population percentages for each discipline are mapped in blue.
The table shows the number and percentage for each discipline, for the general population (N) and for survey
respondents (n).
0
4
8
12
16
20
24
28
32
Agriculture and Related Subjects
Architecture, Building, & Planning
Biological Sciences
Business
Business & Administrative Studies
Combined Studies
Computer Science
Creative Arts & Design
Education
Engineering & Technology
Humanities
Languages
Law
Librarianship & Information Science
Mathematical Sciences
Medicine & Dentistry
Other
Physical Sciences
Social, Economic, & Political Studies
Subjects allied to Medicine
Veterinary Science
D
isc
ipli
ne
Percentage
Population Profile by Discipline
Respondent Profile by Discipline
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Undergraduate
Language:
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College or University
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Undergraduate
LibQUAL+® 2009 Survey Results - UL Page 39 of 101
Respondents
nDiscipline
Respondents
%
Population
N
Population
% %N - %n
Agriculture and Related Subjects 0 0.00% 0 0.00% 0.00%
Librarianship & Information Science 0 0.00% 0 0.00% 0.00%
Mathematical Sciences 0 0.00% 0 0.00% 0.00%
Medicine & Dentistry 0 0.00% 0 0.00% 0.00%
Other 48 3.93% 781 8.49% 4.56%
Physical Sciences 6 0.49% 0 0.00% -0.49%
Social, Economic, & Political Studies 0 0.00% 0 0.00% 0.00%
Subjects allied to Medicine 0 0.00% 0 0.00% 0.00%
Veterinary Science 0 0.00% 0 0.00% 0.00%
Total: 100.00% 9,196 1,220 100.00% 0.00%
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Undergraduate
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Undergraduate
Page 40 of 101 LibQUAL+® 2009 Survey Results - UL
4.1.2 Population and Respondent Profiles for Undergraduate by Customized Discipline
The chart and table below show a breakdown of survey respondents by discipline, based on user responses to the demographic questions and the demographic data provided by institutions in the online Representativeness section.
This section shows survey respondents broken down based on the customized discipline categories supplied by the participating library. The chart maps percentage of respondents for each discipline in red. Population percentages for each discipline are mapped in blue. The table shows the number and percentage for each discipline, for the general population (N) and for survey respondents (n).
0
4
8
12
16
20
24
28
32
Faculty of Arts, Humanities & Social Sciences
Faculty of Education & Health Sciences
Faculty of Science & Engineering
Kemmy Business School
Not sure
Other
D
isc
ipli
ne
Percentage
Population Profile by Discipline
Respondent Profile by Discipline
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Undergraduate
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Undergraduate
LibQUAL+® 2009 Survey Results - UL Page 41 of 101
Respondents
nDiscipline
Respondents
%
Population
N
Population
% %N - %n
Faculty of Arts, Humanities & Social Sciences 372 30.49% 1,673 18.19% -12.30%
Faculty of Education & Health Sciences 235 19.26% 2,137 23.24% 3.98%
Faculty of Science & Engineering 360 29.51% 2,437 26.50% -3.01%
Kemmy Business School 199 16.31% 2,168 23.58% 7.26%
Not sure 6 0.49% 0 0.00% -0.49%
Other 48 3.93% 781 8.49% 4.56%
Total: 100.00% 9,196 1,220 100.00% 0.00%
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Undergraduate
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Undergraduate
Page 42 of 101 LibQUAL+® 2009 Survey Results - UL
4.1.3 Respondent Profile for Undergraduate by Age
This table shows a breakdown of survey respondents by age; both the number of respondents (n) and the percentage of the total number of respondents represented by each age group are displayed.
Respondents
%
Respondents
nAge
Under 18 9 0.74%
18 - 22 957 78.38%
23 - 30 159 13.02%
31 - 45 78 6.39%
46 - 65 17 1.39%
Over 65 1 0.08%
Total: 100.00% 1,221
4.1.4 Population and Respondent Profiles for Undergraduate by Sex
The table below shows a breakdown of survey respondents by sex, based on user responses to the demographic questions and the demographic data provided by institutions in the online Representativeness section*. The number and percentage for each sex are given for the general population and for survey respondents.
*Note: Participating institutions were not required to complete the Representativeness section. When population data is missing or incomplete, it is because this data was not provided.
Respondents
%
Respondents
n
Population
%
Population
NSex
Male 500 40.95%52.03% 4,784
Female 721 59.05%47.97% 4,411
Total: 100.00% 1,221 9,195 100.00%
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Undergraduate
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Undergraduate
LibQUAL+® 2009 Survey Results - UL Page 43 of 101
4.1.5 Respondent Profile for Undergraduate by Full/Part-time Student
This table shows a breakdown of survey respondents by full/part-time student. The number of respondents (n) and the percentage of the total number of respondents represented by each group are displayed.
Respondents
%
Respondents
nFull/Part-time Student
Full-time 1,197 98.03%
Part-time 21 1.72%
Does not apply / NA 3 0.25%
Total: 100.00% 1,221
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College or University
SCONUL
Undergraduate
Language:
Institution Type:
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College or University
SCONUL
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Page 44 of 101 LibQUAL+® 2009 Survey Results - UL
4.2 Core Questions Summary for Undergraduate
This radar chart shows aggregate results for the core survey questions. Each axis represents one question. A code to identify each question is displayed at the outer point of each axis. While questions for each dimension of library service quality are scattered randomly throughout the survey, on this chart they are grouped into sections: Affect of Service , Library as Place, and Information Control.
On each axis, respondents' minimum, desired, and perceived levels of service quality are plotted, and the resulting "gaps" between the three levels (representing service adequacy or service superiority) are shaded in blue, yellow, green, and red.
The two following tables show mean scores and standard deviations for each question, where n is the number of respondents for each particular question. (For a more detailed explanation of the headings, see the Introduction to this notebook.)
3
4
5
6
7
8
9
AS-1
AS-2
AS-3
AS-4
AS-5AS-6
AS-7
AS-8
AS-9
IC-1
IC-2
IC-3
IC-4
IC-5
IC-6
IC-7IC-8
LP-1
LP-2
LP-3
LP-4
LP-5
Affect of Service
Information Control
Library as Place
Perceived Less Than Minimum
Perceived Greater Than Minimum
Perceived Less Than Desired
Perceived Greater Than Desired
Language:
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Consortium:
User Group:
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College or University
SCONUL
Undergraduate
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SCONUL
Undergraduate
LibQUAL+® 2009 Survey Results - UL Page 45 of 101
Adequacy
Mean
Perceived
Mean
Desired
MeanQuestion TextID
Minimum
Mean n
Superiority
Mean
Affect of Service
Library staff who instill confidence in users 5.61 7.56 6.32 0.72AS-1 1,205-1.23
Library staff who are consistently courteousAS-3 1,214 1.90 2.01 2.20 1.84 1.45
Readiness to respond to users' enquiriesAS-4 1,190 1.71 1.66 1.90 1.61 1.32
Library staff who have the knowledge to answer
user questions
AS-5 1,168 1.80 1.72 1.93 1.61 1.39
Library staff who deal with users in a caring
fashion
AS-6 1,190 1.85 1.79 1.95 1.66 1.51
Library staff who understand the needs of their
users
AS-7 1,185 1.80 1.79 1.99 1.65 1.46
Willingness to help usersAS-8 1,197 1.78 1.67 1.87 1.61 1.44
Dependability in handling users' service problemsAS-9 1,125 1.78 1.93 2.07 1.75 1.43
Information Control
Making electronic resources accessible from my
home or office
IC-1 1,200 1.90 2.01 2.22 1.84 1.41
A library Web site enabling me to locate
information on my own
IC-2 1,207 1.83 1.99 2.19 1.80 1.42
The printed library materials I need for my workIC-3 1,174 1.81 1.94 2.14 1.72 1.45
The electronic information resources I needIC-4 1,195 1.75 1.74 1.91 1.54 1.35
Modern equipment that lets me easily access
needed information
IC-5 1,212 1.79 1.76 1.99 1.58 1.37
Easy-to-use access tools that allow me to find
things on my own
IC-6 1,209 1.74 1.72 1.99 1.57 1.32
Making information easily accessible for
independent use
IC-7 1,196 1.73 1.63 1.92 1.52 1.31
Print and/or electronic journal collections I
require for my work
IC-8 1,121 1.84 1.92 2.11 1.67 1.49
Library as Place
Library space that inspires study and learningLP-1 1,218 1.87 2.24 2.50 1.97 1.42
Quiet space for individual workLP-2 1,219 1.91 2.35 2.61 2.01 1.44
A comfortable and inviting locationLP-3 1,208 1.86 1.86 2.10 1.68 1.41
A haven for study, learning, or researchLP-4 1,210 1.90 2.07 2.37 1.81 1.44
Space for group learning and group studyLP-5 1,152 1.95 2.46 2.54 2.02 1.68
1,221Overall: 1.39 1.22 1.45 1.14 0.98
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College or University
SCONUL
Undergraduate
Language:
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Consortium:
User Group:
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College or University
SCONUL
Undergraduate
LibQUAL+® 2009 Survey Results - UL Page 47 of 101
4.3 Core Question Dimensions Summary for Undergraduate
On the chart below, scores for each dimension of library service quality have been plotted graphically. The exterior bars represent the range of minimum to desired mean scores for each dimension. The interior bars represent the range of minimum to perceived mean scores (the service adequacy gap) for each dimension of library service quality.
4
5
6
7
8
9
Information
Control
Affect of
Service
Library as
Place
Range of Minimum to Perceived ("Adequacy Gap")
Range of Minimum to Desired
Me
an
Dimension
Overall
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Page 48 of 101 LibQUAL+® 2009 Survey Results - UL
The following table displays mean scores for each dimension of library service quality measured by the LibQUAL+® survey, where n is the number of respondents for each particular dimension. (For a more detailed explanation of the headings, see the Introduction to this notebook.) A complete listing of the survey questions and their dimensions can be found in Appendix A.
Adequacy
Mean
Perceived
Mean
Desired
MeanDimension
Minimum
Mean n
Superiority
Mean
Affect of Service 6.19 7.59 6.68 0.50 1,220-0.91
Information Control 6.49 7.91 6.69 0.20 1,221-1.22
Library as Place 6.44 7.93 6.29 -0.16 1,221-1.65
6.36 7.79 6.59 0.24 1,221-1.20Overall:
Adequacy
SD
Perceived
SD
Desired
SDDimension
Minimum
SD n
Superiority
SD
Affect of Service 1,220 1.48 1.34 1.52 1.30 1.12
Information Control 1,221 1.44 1.27 1.52 1.18 1.03
Library as Place 1,221 1.54 1.68 1.91 1.47 1.13
The following table displays standard deviation for each dimension of library service quality measured by the
LibQUAL+® survey, where n is the number of respondents for each particular dimension. (For a more detailed
explanation of the headings, see the Introduction to this notebook.) A complete listing of the survey questions and their
dimensions can be found in Appendix A.
1,221Overall: 1.39 1.22 1.45 1.14 0.98
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Institution Type:
Consortium:
User Group:
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College or University
SCONUL
Undergraduate
Language:
Institution Type:
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College or University
SCONUL
Undergraduate
LibQUAL+® 2009 Survey Results - UL Page 49 of 101
4.4 Local Questions Summary for Undergraduate
Adequacy
Mean
Perceived
Mean
Desired
MeanQuestion Text
Minimum
Mean n
Superiority
Mean
Access to photocopying and printing facilities 6.35 7.96 6.42 0.07 1,210-1.54
The main texts and readings I need for my work 6.80 8.16 6.49 -0.31 1,215-1.68
Provision of information skills training 5.74 7.03 6.33 0.60 1,055-0.70
Availability of subject specialist assistance 5.92 7.36 5.86 -0.06 1,086-1.50
Helpfulness in dealing with users' IT problems 6.49 7.92 6.60 0.11 1,157-1.32
This table shows mean scores for each of the local questions added by the individual library or consortium, where n is the number of respondents for each particular question. (For a more detailed explanation of the headings, see the Introduction to this notebook.)
Adequacy
SD
Perceived
SD
Desired
SDQuestion Text
Minimum
SD n
Superiority
SD
Access to photocopying and printing facilities 1,210 1.84 2.13 2.32 1.83 1.45
The main texts and readings I need for my work 1,215 1.73 1.99 2.32 1.71 1.28
Provision of information skills training 1,055 1.98 2.01 2.03 1.75 1.80
Helpfulness in dealing with users' IT problems 1,157 1.80 2.10 2.26 1.92 1.40
This table displays the standard deviations for each of the local questions added by the individual library or consortium , where n is the number of respondents for each particular question. (For a more detailed explanation of the headings, see the Introduction to this notebook.)
Language:
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Consortium:
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College or University
SCONUL
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Language:
Institution Type:
Consortium:
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Page 50 of 101 LibQUAL+® 2009 Survey Results - UL
4.5 General Satisfaction Questions Summary for Undergraduate
MeanSatisfaction Question nSD
In general, I am satisfied with the way in which I am treated at the library. 7.07 1.68 1,221
In general, I am satisfied with library support for my learning, research,
and/or teaching needs. 6.67 1.68 1,221
How would you rate the overall quality of the service provided by the library? 6.91 1.44 1,221
This table displays the mean score and standard deviation for each of the general satisfaction questions: Satisfaction with
Treatment, Satisfaction with Support, and Satisfaction with Overall Quality of Service, where n is the number of
respondents for each question. These scores are calculated from responses to the general satisfaction questions on the
LibQUAL+® survey, in which respondents rated their levels of general satisfaction on a scale from 1-9.
4.6 Information Literacy Outcomes Questions Summary for Undergraduate
MeanInformation Literacy Outcomes Questions nSD
The library helps me stay abreast of developments in my field(s) of interest. 5.93 1.73 1,221
The library aids my advancement in my academic discipline or work. 6.85 1.58 1,221
The library enables me to be more efficient in my academic pursuits or work. 6.81 1.60 1,221
The library helps me distinguish between trustworthy and untrustworthy
information. 6.06 1.94 1,221
The library provides me with the information skills I need in my work or study. 6.36 1.78 1,221
This table displays the mean score and standard deviation for each of the information literacy outcomes questions, where
n is the number of respondents for each question. These scores are calculated from responses to the information literacy
outcomes questions on the LibQUAL+® survey, in which respondents rated their levels of general satisfaction on a scale
from 1-9 with 1 being "strongly disagree" and 9 representing "strongly agree".
Language:
Institution Type:
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User Group:
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College or University
SCONUL
Undergraduate
Language:
Institution Type:
Consortium:
User Group:
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College or University
SCONUL
Undergraduate
LibQUAL+® 2009 Survey Results - UL Page 51 of 101
4.7 Library Use Summary for Undergraduate
This chart shows a graphic representation of library use (both on the premises and electronically), as well as use of non-library information gateways such as Yahoo™ and Google™. Bars represent the frequency with which respondents report using these resources: Daily, Weekly, Monthly, Quarterly, or Never. The table below the chart displays the number and percentage of respondents who selected each option.
0
10
20
30
40
50
60
70
80
90
100
Daily
Weekly
Monthly
Quarterly
Never
How often do you use
resources within the
library?
How often do you
access library resources
through a library Web
page?
How often do you use
Yahoo(TM),
Google(TM), or
non-library gateways for
information?
Frequency
P
erc
en
tag
e
Daily Weekly Monthly Quarterly Never n / %
How often do you use resources within the
library?
476
38.98%
597
48.89%
121
9.91%
25
2.05%
2
0.16%
1,221
100.00%
How often do you access library resources
through a library Web page?
303
24.82%
556
45.54%
214
17.53%
82
6.72%
66
5.41%
1,221
100.00%
How often do you use Yahoo(TM),
Google(TM), or non-library gateways for
information?
889
72.81%
244
19.98%
46
3.77%
19
1.56%
23
1.88%
1,221
100.00%
Language:
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College or University
SCONUL
Undergraduate
Language:
Institution Type:
Consortium:
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College or University
SCONUL
Undergraduate
Page 52 of 101 LibQUAL+® 2009 Survey Results - UL
5 Postgraduate Summary
5.1 Demographic Summary for Postgraduate
5.1.1 Population and Respondent Profiles for Postgraduate by Standard Discipline
The chart and table below show a breakdown of survey respondents by discipline, based on user responses to the demographic questions and the demographic data provided by institutions in the online Representativeness section.
This section shows survey respondents broken down based on the LibQUAL+® standard discipline categories. The chart
maps percentage of respondents for each discipline in red. Population percentages for each discipline are mapped in blue.
The table shows the number and percentage for each discipline, for the general population (N) and for survey
respondents (n).
0
5
10
15
20
25
30
35
Agriculture and Related Subjects
Architecture, Building, & Planning
Biological Sciences
Business
Business & Administrative Studies
Combined Studies
Computer Science
Creative Arts & Design
Education
Engineering & Technology
Humanities
Languages
Law
Librarianship & Information Science
Mathematical Sciences
Medicine & Dentistry
Other
Physical Sciences
Social, Economic, & Political Studies
Subjects allied to Medicine
Veterinary Science
D
isc
ipli
ne
Percentage
Population Profile by Discipline
Respondent Profile by Discipline
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Postgraduate
Language:
Institution Type:
Consortium:
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College or University
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Postgraduate
LibQUAL+® 2009 Survey Results - UL Page 53 of 101
Respondents
nDiscipline
Respondents
%
Population
N
Population
% %N - %n
Agriculture and Related Subjects 0 0.00% 0 0.00% 0.00%
Librarianship & Information Science 0 0.00% 0 0.00% 0.00%
Mathematical Sciences 0 0.00% 0 0.00% 0.00%
Medicine & Dentistry 0 0.00% 0 0.00% 0.00%
Other 7 2.83% 97 4.28% 1.45%
Physical Sciences 3 1.21% 0 0.00% -1.21%
Social, Economic, & Political Studies 0 0.00% 0 0.00% 0.00%
Subjects allied to Medicine 0 0.00% 0 0.00% 0.00%
Veterinary Science 0 0.00% 0 0.00% 0.00%
Total: 100.00% 2,264 247 100.00% 0.00%
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Institution Type:
Consortium:
User Group:
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College or University
SCONUL
Postgraduate
Language:
Institution Type:
Consortium:
User Group:
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College or University
SCONUL
Postgraduate
Page 54 of 101 LibQUAL+® 2009 Survey Results - UL
5.1.2 Population and Respondent Profiles for Postgraduate by Customized Discipline
The chart and table below show a breakdown of survey respondents by discipline, based on user responses to the demographic questions and the demographic data provided by institutions in the online Representativeness section.
This section shows survey respondents broken down based on the customized discipline categories supplied by the participating library. The chart maps percentage of respondents for each discipline in red. Population percentages for each discipline are mapped in blue. The table shows the number and percentage for each discipline, for the general population (N) and for survey respondents (n).
0
5
10
15
20
25
30
35
Faculty of Arts, Humanities & Social Sciences
Faculty of Education & Health Sciences
Faculty of Science & Engineering
Kemmy Business School
Not sure
Other
D
isc
ipli
ne
Percentage
Population Profile by Discipline
Respondent Profile by Discipline
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Postgraduate
Language:
Institution Type:
Consortium:
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Postgraduate
LibQUAL+® 2009 Survey Results - UL Page 55 of 101
Respondents
nDiscipline
Respondents
%
Population
N
Population
% %N - %n
Faculty of Arts, Humanities & Social Sciences 81 32.79% 423 18.68% -14.11%
Faculty of Education & Health Sciences 63 25.51% 573 25.31% -0.20%
Faculty of Science & Engineering 61 24.70% 731 32.29% 7.59%
Kemmy Business School 32 12.96% 440 19.43% 6.48%
Not sure 3 1.21% 0 0.00% -1.21%
Other 7 2.83% 97 4.28% 1.45%
Total: 100.00% 2,264 247 100.00% 0.00%
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Institution Type:
Consortium:
User Group:
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College or University
SCONUL
Postgraduate
Language:
Institution Type:
Consortium:
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Page 56 of 101 LibQUAL+® 2009 Survey Results - UL
5.1.3 Respondent Profile for Postgraduate by Age
This table shows a breakdown of survey respondents by age; both the number of respondents (n) and the percentage of the total number of respondents represented by each age group are displayed.
Respondents
%
Respondents
nAge
Under 18 0 0.00%
18 - 22 21 8.50%
23 - 30 156 63.16%
31 - 45 57 23.08%
46 - 65 12 4.86%
Over 65 1 0.40%
Total: 100.00% 247
5.1.4 Population and Respondent Profiles for Postgraduate by Sex
The table below shows a breakdown of survey respondents by sex, based on user responses to the demographic questions and the demographic data provided by institutions in the online Representativeness section*. The number and percentage for each sex are given for the general population and for survey respondents.
*Note: Participating institutions were not required to complete the Representativeness section. When population data is missing or incomplete, it is because this data was not provided.
Respondents
%
Respondents
n
Population
%
Population
NSex
Male 98 39.68%49.28% 1,122
Female 149 60.32%50.72% 1,155
Total: 100.00% 247 2,277 100.00%
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Postgraduate
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Postgraduate
LibQUAL+® 2009 Survey Results - UL Page 57 of 101
5.1.5 Respondent Profile for Postgraduate by Full/Part-time Student
This table shows a breakdown of survey respondents by full/part-time student. The number of respondents (n) and the percentage of the total number of respondents represented by each group are displayed.
Respondents
%
Respondents
nFull/Part-time Student
Full-time 227 91.90%
Part-time 16 6.48%
Does not apply / NA 4 1.62%
Total: 100.00% 247
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Page 58 of 101 LibQUAL+® 2009 Survey Results - UL
5.2 Core Questions Summary for Postgraduate
This radar chart shows aggregate results for the core survey questions. Each axis represents one question. A code to identify each question is displayed at the outer point of each axis. While questions for each dimension of library service quality are scattered randomly throughout the survey, on this chart they are grouped into sections: Affect of Service , Library as Place, and Information Control.
On each axis, respondents' minimum, desired, and perceived levels of service quality are plotted, and the resulting "gaps" between the three levels (representing service adequacy or service superiority) are shaded in blue, yellow, green, and red.
The two following tables show mean scores and standard deviations for each question, where n is the number of respondents for each particular question. (For a more detailed explanation of the headings, see the Introduction to this notebook.)
3
4
5
6
7
8
9
AS-1
AS-2
AS-3
AS-4
AS-5AS-6
AS-7
AS-8
AS-9
IC-1
IC-2
IC-3
IC-4
IC-5
IC-6
IC-7IC-8
LP-1
LP-2
LP-3
LP-4
LP-5
Affect of Service
Information Control
Library as Place
Perceived Less Than Minimum
Perceived Greater Than Minimum
Perceived Less Than Desired
Perceived Greater Than Desired
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Postgraduate
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SCONUL
Postgraduate
LibQUAL+® 2009 Survey Results - UL Page 59 of 101
Adequacy
Mean
Perceived
Mean
Desired
MeanQuestion TextID
Minimum
Mean n
Superiority
Mean
Affect of Service
Library staff who instill confidence in users 5.95 7.77 6.59 0.65AS-1 243-1.17
Library staff who are consistently courteousAS-3 247 1.81 1.64 2.10 1.61 1.29
Readiness to respond to users' enquiriesAS-4 242 1.55 1.72 1.88 1.62 1.20
Library staff who have the knowledge to answer
user questions
AS-5 240 1.65 1.62 1.76 1.50 1.12
Library staff who deal with users in a caring
fashion
AS-6 242 1.82 1.72 1.81 1.63 1.41
Library staff who understand the needs of their
users
AS-7 242 1.73 1.68 2.04 1.61 1.25
Willingness to help usersAS-8 243 1.71 1.57 1.72 1.50 1.34
Dependability in handling users' service problemsAS-9 221 1.85 2.09 2.30 1.91 1.43
Information Control
Making electronic resources accessible from my
home or office
IC-1 245 1.78 1.99 2.28 1.90 1.07
A library Web site enabling me to locate
information on my own
IC-2 245 1.77 1.68 1.95 1.64 1.27
The printed library materials I need for my workIC-3 227 1.65 1.99 2.14 1.72 1.32
The electronic information resources I needIC-4 245 1.74 1.90 2.20 1.57 1.29
Modern equipment that lets me easily access
needed information
IC-5 243 1.67 1.59 1.90 1.56 1.10
Easy-to-use access tools that allow me to find
things on my own
IC-6 242 1.74 1.78 1.96 1.53 1.27
Making information easily accessible for
independent use
IC-7 240 1.72 1.60 1.90 1.51 1.35
Print and/or electronic journal collections I
require for my work
IC-8 238 1.65 2.01 2.34 1.78 1.21
Library as Place
Library space that inspires study and learningLP-1 237 1.80 2.32 2.56 2.03 1.50
Quiet space for individual workLP-2 237 1.78 2.65 2.77 2.12 1.53
A comfortable and inviting locationLP-3 243 1.80 2.01 2.19 1.72 1.23
A haven for study, learning, or researchLP-4 240 1.91 2.36 2.52 1.98 1.42
Space for group learning and group studyLP-5 218 2.15 2.41 2.42 1.91 1.82
247Overall: 1.32 1.20 1.47 1.14 0.85
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LibQUAL+® 2009 Survey Results - UL Page 61 of 101
5.3 Core Question Dimensions Summary for Postgraduate
On the chart below, scores for each dimension of library service quality have been plotted graphically. The exterior bars represent the range of minimum to desired mean scores for each dimension. The interior bars represent the range of minimum to perceived mean scores (the service adequacy gap) for each dimension of library service quality.
4
5
6
7
8
9
Information
Control
Affect of
Service
Library as
Place
Range of Minimum to Perceived ("Adequacy Gap")
Range of Minimum to Desired
Me
an
Dimension
Overall
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Page 62 of 101 LibQUAL+® 2009 Survey Results - UL
The following table displays mean scores for each dimension of library service quality measured by the LibQUAL+® survey, where n is the number of respondents for each particular dimension. (For a more detailed explanation of the headings, see the Introduction to this notebook.) A complete listing of the survey questions and their dimensions can be found in Appendix A.
Adequacy
Mean
Perceived
Mean
Desired
MeanDimension
Minimum
Mean n
Superiority
Mean
Affect of Service 6.48 7.82 6.88 0.41 247-0.94
Information Control 6.88 8.16 6.68 -0.19 247-1.48
Library as Place 6.44 7.86 5.95 -0.49 246-1.91
6.62 7.96 6.60 -0.01 247-1.35Overall:
Adequacy
SD
Perceived
SD
Desired
SDDimension
Minimum
SD n
Superiority
SD
Affect of Service 247 1.45 1.27 1.52 1.30 1.02
Information Control 247 1.38 1.32 1.61 1.23 0.91
Library as Place 246 1.50 1.82 1.96 1.54 1.07
The following table displays standard deviation for each dimension of library service quality measured by the
LibQUAL+® survey, where n is the number of respondents for each particular dimension. (For a more detailed
explanation of the headings, see the Introduction to this notebook.) A complete listing of the survey questions and their
dimensions can be found in Appendix A.
247Overall: 1.32 1.20 1.47 1.14 0.85
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LibQUAL+® 2009 Survey Results - UL Page 63 of 101
5.4 Local Questions Summary for Postgraduate
Adequacy
Mean
Perceived
Mean
Desired
MeanQuestion Text
Minimum
Mean n
Superiority
Mean
Access to photocopying and printing facilities 6.27 7.81 5.97 -0.30 234-1.84
The main texts and readings I need for my work 6.99 8.17 6.11 -0.88 246-2.07
Provision of information skills training 6.01 7.26 6.71 0.69 219-0.55
Availability of subject specialist assistance 6.24 7.60 6.20 -0.05 229-1.40
Helpfulness in dealing with users' IT problems 6.55 8.00 6.41 -0.13 225-1.59
This table shows mean scores for each of the local questions added by the individual library or consortium, where n is the number of respondents for each particular question. (For a more detailed explanation of the headings, see the Introduction to this notebook.)
Adequacy
SD
Perceived
SD
Desired
SDQuestion Text
Minimum
SD n
Superiority
SD
Access to photocopying and printing facilities 234 1.92 2.32 2.43 1.91 1.64
The main texts and readings I need for my work 246 1.71 2.18 2.27 1.77 1.45
Provision of information skills training 219 2.06 1.99 2.02 1.67 1.77
Helpfulness in dealing with users' IT problems 225 1.96 2.17 2.35 1.96 1.40
This table displays the standard deviations for each of the local questions added by the individual library or consortium , where n is the number of respondents for each particular question. (For a more detailed explanation of the headings, see the Introduction to this notebook.)
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Page 64 of 101 LibQUAL+® 2009 Survey Results - UL
5.5 General Satisfaction Questions Summary for Postgraduate
MeanSatisfaction Question nSD
In general, I am satisfied with the way in which I am treated at the library. 7.09 1.74 247
In general, I am satisfied with library support for my learning, research,
and/or teaching needs. 6.60 1.77 247
How would you rate the overall quality of the service provided by the library? 6.74 1.46 247
This table displays the mean score and standard deviation for each of the general satisfaction questions: Satisfaction with
Treatment, Satisfaction with Support, and Satisfaction with Overall Quality of Service, where n is the number of
respondents for each question. These scores are calculated from responses to the general satisfaction questions on the
LibQUAL+® survey, in which respondents rated their levels of general satisfaction on a scale from 1-9.
5.6 Information Literacy Outcomes Questions Summary for Postgraduate
MeanInformation Literacy Outcomes Questions nSD
The library helps me stay abreast of developments in my field(s) of interest. 5.91 1.76 247
The library aids my advancement in my academic discipline or work. 6.61 1.62 247
The library enables me to be more efficient in my academic pursuits or work. 6.60 1.67 247
The library helps me distinguish between trustworthy and untrustworthy
information. 5.86 2.00 247
The library provides me with the information skills I need in my work or study. 6.36 1.65 247
This table displays the mean score and standard deviation for each of the information literacy outcomes questions, where
n is the number of respondents for each question. These scores are calculated from responses to the information literacy
outcomes questions on the LibQUAL+® survey, in which respondents rated their levels of general satisfaction on a scale
from 1-9 with 1 being "strongly disagree" and 9 representing "strongly agree".
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LibQUAL+® 2009 Survey Results - UL Page 65 of 101
5.7 Library Use Summary for Postgraduate
This chart shows a graphic representation of library use (both on the premises and electronically), as well as use of non-library information gateways such as Yahoo™ and Google™. Bars represent the frequency with which respondents report using these resources: Daily, Weekly, Monthly, Quarterly, or Never. The table below the chart displays the number and percentage of respondents who selected each option.
0
10
20
30
40
50
60
70
80
90
100
Daily
Weekly
Monthly
Quarterly
Never
How often do you use
resources within the
library?
How often do you
access library resources
through a library Web
page?
How often do you use
Yahoo(TM),
Google(TM), or
non-library gateways for
information?
Frequency
P
erc
en
tag
e
Daily Weekly Monthly Quarterly Never n / %
How often do you use resources within the
library?
98
39.68%
113
45.75%
27
10.93%
8
3.24%
1
0.40%
247
100.00%
How often do you access library resources
through a library Web page?
137
55.47%
80
32.39%
19
7.69%
6
2.43%
5
2.02%
247
100.00%
How often do you use Yahoo(TM),
Google(TM), or non-library gateways for
information?
183
74.09%
48
19.43%
13
5.26%
0
0.00%
3
1.21%
247
100.00%
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Page 66 of 101 LibQUAL+® 2009 Survey Results - UL
6 Academic Staff Summary
6.1 Demographic Summary for Academic Staff
6.1.1 Population and Respondent Profiles for Academic Staff by Standard Discipline
The chart and table below show a breakdown of survey respondents by discipline, based on user responses to the demographic questions and the demographic data provided by institutions in the online Representativeness section.
This section shows survey respondents broken down based on the LibQUAL+® standard discipline categories. The chart
maps percentage of respondents for each discipline in red. Population percentages for each discipline are mapped in blue.
The table shows the number and percentage for each discipline, for the general population (N) and for survey
respondents (n).
0
5
10
15
20
25
30
35
40
45
Agriculture and Related Subjects
Architecture, Building, & Planning
Biological Sciences
Business
Business & Administrative Studies
Combined Studies
Computer Science
Creative Arts & Design
Education
Engineering & Technology
Humanities
Languages
Law
Librarianship & Information Science
Mathematical Sciences
Medicine & Dentistry
Other
Physical Sciences
Social, Economic, & Political Studies
Subjects allied to Medicine
Veterinary Science
D
isc
ipli
ne
Percentage
Population Profile by Discipline
Respondent Profile by Discipline
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LibQUAL+® 2009 Survey Results - UL Page 67 of 101
Respondents
nDiscipline
Respondents
%
Population
N
Population
% %N - %n
Agriculture and Related Subjects 0 0.00% 0 0.00% 0.00%
Librarianship & Information Science 0 0.00% 0 0.00% 0.00%
Mathematical Sciences 0 0.00% 0 0.00% 0.00%
Medicine & Dentistry 0 0.00% 0 0.00% 0.00%
Other 0 0.00% 0 0.00% 0.00%
Physical Sciences 0 0.00% 0 0.00% 0.00%
Social, Economic, & Political Studies 0 0.00% 0 0.00% 0.00%
Subjects allied to Medicine 0 0.00% 0 0.00% 0.00%
Veterinary Science 0 0.00% 0 0.00% 0.00%
Total: 100.00% 452 91 100.00% 0.00%
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Page 68 of 101 LibQUAL+® 2009 Survey Results - UL
6.1.2 Population and Respondent Profiles for Academic Staff by Customized Discipline
The chart and table below show a breakdown of survey respondents by discipline, based on user responses to the demographic questions and the demographic data provided by institutions in the online Representativeness section.
This section shows survey respondents broken down based on the customized discipline categories supplied by the participating library. The chart maps percentage of respondents for each discipline in red. Population percentages for each discipline are mapped in blue. The table shows the number and percentage for each discipline, for the general population (N) and for survey respondents (n).
0
5
10
15
20
25
30
35
40
45
Faculty of Arts, Humanities & Social Sciences
Faculty of Education & Health Sciences
Faculty of Science & Engineering
Kemmy Business School
Not sure
Other
D
isc
ipli
ne
Percentage
Population Profile by Discipline
Respondent Profile by Discipline
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LibQUAL+® 2009 Survey Results - UL Page 69 of 101
Respondents
nDiscipline
Respondents
%
Population
N
Population
% %N - %n
Faculty of Arts, Humanities & Social Sciences 19 20.88% 128 28.32% 7.44%
Faculty of Education & Health Sciences 24 26.37% 62 13.72% -12.66%
Faculty of Science & Engineering 31 34.07% 187 41.37% 7.31%
Kemmy Business School 17 18.68% 75 16.59% -2.09%
Not sure 0 0.00% 0 0.00% 0.00%
Other 0 0.00% 0 0.00% 0.00%
Total: 100.00% 452 91 100.00% 0.00%
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Page 70 of 101 LibQUAL+® 2009 Survey Results - UL
6.1.3 Respondent Profile for Academic Staff by Age
This table shows a breakdown of survey respondents by age; both the number of respondents (n) and the percentage of the total number of respondents represented by each age group are displayed.
Respondents
%
Respondents
nAge
Under 18 0 0.00%
18 - 22 0 0.00%
23 - 30 13 14.29%
31 - 45 54 59.34%
46 - 65 22 24.18%
Over 65 2 2.20%
Total: 100.00% 91
6.1.4 Respondent Profile for Academic Staff by Sex
The table below shows a breakdown of survey respondents by sex, based on user responses to the demographic questions and the demographic data provided by institutions in the online Representativeness section*. The number and percentage for each sex are given for the general population and for survey respondents.
*Note: Participating institutions were not required to complete the Representativeness section. When population data is missing or incomplete, it is because this data was not provided.
Respondents
%
Respondents
nSex
Male 45 49.45%
Female 46 50.55%
Total: 100.00% 91
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LibQUAL+® 2009 Survey Results - UL Page 71 of 101
6.1.5 Respondent Profile for Academic Staff by Full/Part-time Student
This table shows a breakdown of survey respondents by full/part-time student. The number of respondents (n) and the percentage of the total number of respondents represented by each group are displayed.
Respondents
%
Respondents
nFull/Part-time Student
Full-time 9 9.89%
Part-time 7 7.69%
Does not apply / NA 75 82.42%
Total: 100.00% 91
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Page 72 of 101 LibQUAL+® 2009 Survey Results - UL
6.2 Core Questions Summary for Academic Staff
This radar chart shows aggregate results for the core survey questions. Each axis represents one question. A code to identify each question is displayed at the outer point of each axis. While questions for each dimension of library service quality are scattered randomly throughout the survey, on this chart they are grouped into sections: Affect of Service , Library as Place, and Information Control.
On each axis, respondents' minimum, desired, and perceived levels of service quality are plotted, and the resulting "gaps" between the three levels (representing service adequacy or service superiority) are shaded in blue, yellow, green, and red.
The two following tables show mean scores and standard deviations for each question, where n is the number of respondents for each particular question. (For a more detailed explanation of the headings, see the Introduction to this notebook.)
3
4
5
6
7
8
9
AS-1
AS-2
AS-3
AS-4
AS-5AS-6
AS-7
AS-8
AS-9
IC-1
IC-2
IC-3
IC-4
IC-5
IC-6
IC-7IC-8
LP-1
LP-2
LP-3
LP-4
LP-5
Affect of Service
Information Control
Library as Place
Perceived Less Than Minimum
Perceived Greater Than Minimum
Perceived Less Than Desired
Perceived Greater Than Desired
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LibQUAL+® 2009 Survey Results - UL Page 73 of 101
Adequacy
Mean
Perceived
Mean
Desired
MeanQuestion TextID
Minimum
Mean n
Superiority
Mean
Affect of Service
Library staff who instill confidence in users 6.30 7.97 7.24 0.94AS-1 88-0.73
Library staff who are consistently courteousAS-3 91 1.72 1.74 2.01 1.56 1.18
Readiness to respond to users' enquiriesAS-4 88 1.42 1.45 1.80 1.33 0.86
Library staff who have the knowledge to answer
user questions
AS-5 90 1.47 1.70 1.95 1.51 1.06
Library staff who deal with users in a caring
fashion
AS-6 87 2.01 1.79 2.20 1.64 1.54
Library staff who understand the needs of their
users
AS-7 88 1.70 1.71 2.03 1.53 1.30
Willingness to help usersAS-8 86 1.50 1.75 1.88 1.37 1.25
Dependability in handling users' service problemsAS-9 78 1.48 1.74 1.96 1.48 1.05
Information Control
Making electronic resources accessible from my
home or office
IC-1 90 1.77 1.76 2.09 1.51 1.20
A library Web site enabling me to locate
information on my own
IC-2 91 1.37 1.29 1.73 1.26 1.00
The printed library materials I need for my workIC-3 80 1.56 1.74 1.82 1.51 1.23
The electronic information resources I needIC-4 91 1.66 1.71 2.23 1.52 1.08
Modern equipment that lets me easily access
needed information
IC-5 90 1.68 1.41 1.67 1.34 1.24
Easy-to-use access tools that allow me to find
things on my own
IC-6 91 1.59 1.43 1.77 1.32 1.25
Making information easily accessible for
independent use
IC-7 85 1.44 1.44 1.72 1.19 1.05
Print and/or electronic journal collections I
require for my work
IC-8 89 1.51 1.88 1.98 1.43 1.19
Library as Place
Library space that inspires study and learningLP-1 78 1.86 2.29 2.32 2.04 1.53
Quiet space for individual workLP-2 71 2.12 2.47 2.58 1.99 2.09
A comfortable and inviting locationLP-3 86 1.95 2.11 2.24 1.92 1.67
A haven for study, learning, or researchLP-4 80 1.99 2.09 2.08 1.85 1.71
Space for group learning and group studyLP-5 60 2.30 2.45 2.40 1.73 1.91
91Overall: 1.18 1.03 1.32 1.04 0.81
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LibQUAL+® 2009 Survey Results - UL Page 75 of 101
6.3 Core Question Dimensions Summary for Academic Staff
On the chart below, scores for each dimension of library service quality have been plotted graphically. The exterior bars represent the range of minimum to desired mean scores for each dimension. The interior bars represent the range of minimum to perceived mean scores (the service adequacy gap) for each dimension of library service quality.
4
5
6
7
8
9
Information
Control
Affect of
Service
Library as
Place
Range of Minimum to Perceived ("Adequacy Gap")
Range of Minimum to Desired
Me
an
Dimension
Overall
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Page 76 of 101 LibQUAL+® 2009 Survey Results - UL
The following table displays mean scores for each dimension of library service quality measured by the LibQUAL+® survey, where n is the number of respondents for each particular dimension. (For a more detailed explanation of the headings, see the Introduction to this notebook.) A complete listing of the survey questions and their dimensions can be found in Appendix A.
Adequacy
Mean
Perceived
Mean
Desired
MeanDimension
Minimum
Mean n
Superiority
Mean
Affect of Service 6.78 7.98 7.47 0.70 91-0.51
Information Control 7.15 8.29 7.20 0.05 91-1.09
Library as Place 6.16 7.51 6.38 0.22 88-1.13
6.81 8.01 7.15 0.34 91-0.87Overall:
Adequacy
SD
Perceived
SD
Desired
SDDimension
Minimum
SD n
Superiority
SD
Affect of Service 91 1.32 1.30 1.58 1.22 0.90
Information Control 91 1.23 1.10 1.41 0.99 0.89
Library as Place 88 1.69 1.75 1.89 1.64 1.42
The following table displays standard deviation for each dimension of library service quality measured by the
LibQUAL+® survey, where n is the number of respondents for each particular dimension. (For a more detailed
explanation of the headings, see the Introduction to this notebook.) A complete listing of the survey questions and their
dimensions can be found in Appendix A.
91Overall: 1.18 1.03 1.32 1.04 0.81
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LibQUAL+® 2009 Survey Results - UL Page 77 of 101
6.4 Local Questions Summary for Academic Staff
Adequacy
Mean
Perceived
Mean
Desired
MeanQuestion Text
Minimum
Mean n
Superiority
Mean
Access to photocopying and printing facilities 5.85 7.14 6.01 0.17 71-1.13
The main texts and readings I need for my work 7.03 8.21 6.69 -0.34 90-1.52
Provision of information skills training 6.11 7.14 6.96 0.85 79-0.18
Availability of subject specialist assistance 6.15 7.56 6.69 0.54 84-0.87
Helpfulness in dealing with users' IT problems 6.73 7.80 6.99 0.26 70-0.81
This table shows mean scores for each of the local questions added by the individual library or consortium, where n is the number of respondents for each particular question. (For a more detailed explanation of the headings, see the Introduction to this notebook.)
Adequacy
SD
Perceived
SD
Desired
SDQuestion Text
Minimum
SD n
Superiority
SD
Access to photocopying and printing facilities 71 2.21 2.55 2.44 1.60 2.10
The main texts and readings I need for my work 90 1.61 1.96 2.28 1.61 1.07
Provision of information skills training 79 2.00 1.99 2.19 1.66 1.84
Helpfulness in dealing with users' IT problems 70 1.90 2.23 2.20 1.60 1.82
This table displays the standard deviations for each of the local questions added by the individual library or consortium , where n is the number of respondents for each particular question. (For a more detailed explanation of the headings, see the Introduction to this notebook.)
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Page 78 of 101 LibQUAL+® 2009 Survey Results - UL
6.5 General Satisfaction Questions Summary for Academic Staff
MeanSatisfaction Question nSD
In general, I am satisfied with the way in which I am treated at the library. 7.66 1.48 91
In general, I am satisfied with library support for my learning, research,
and/or teaching needs. 7.07 1.72 91
How would you rate the overall quality of the service provided by the library? 7.21 1.55 91
This table displays the mean score and standard deviation for each of the general satisfaction questions: Satisfaction with
Treatment, Satisfaction with Support, and Satisfaction with Overall Quality of Service, where n is the number of
respondents for each question. These scores are calculated from responses to the general satisfaction questions on the
LibQUAL+® survey, in which respondents rated their levels of general satisfaction on a scale from 1-9.
6.6 Information Literacy Outcomes Questions Summary for Academic Staff
MeanInformation Literacy Outcomes Questions nSD
The library helps me stay abreast of developments in my field(s) of interest. 6.62 1.82 91
The library aids my advancement in my academic discipline or work. 7.16 1.46 91
The library enables me to be more efficient in my academic pursuits or work. 7.08 1.64 91
The library helps me distinguish between trustworthy and untrustworthy
information. 5.84 2.25 91
The library provides me with the information skills I need in my work or study. 6.02 2.08 91
This table displays the mean score and standard deviation for each of the information literacy outcomes questions, where
n is the number of respondents for each question. These scores are calculated from responses to the information literacy
outcomes questions on the LibQUAL+® survey, in which respondents rated their levels of general satisfaction on a scale
from 1-9 with 1 being "strongly disagree" and 9 representing "strongly agree".
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LibQUAL+® 2009 Survey Results - UL Page 79 of 101
6.7 Library Use Summary for Academic Staff
This chart shows a graphic representation of library use (both on the premises and electronically), as well as use of non-library information gateways such as Yahoo™ and Google™. Bars represent the frequency with which respondents report using these resources: Daily, Weekly, Monthly, Quarterly, or Never. The table below the chart displays the number and percentage of respondents who selected each option.
0
10
20
30
40
50
60
70
80
90
100
Daily
Weekly
Monthly
Quarterly
Never
How often do you use
resources within the
library?
How often do you
access library resources
through a library Web
page?
How often do you use
Yahoo(TM),
Google(TM), or
non-library gateways for
information?
Frequency
P
erc
en
tag
e
Daily Weekly Monthly Quarterly Never n / %
How often do you use resources within the
library?
20
21.98%
44
48.35%
20
21.98%
6
6.59%
1
1.10%
91
100.00%
How often do you access library resources
through a library Web page?
41
45.05%
42
46.15%
5
5.49%
2
2.20%
1
1.10%
91
100.00%
How often do you use Yahoo(TM),
Google(TM), or non-library gateways for
information?
63
69.23%
25
27.47%
1
1.10%
1
1.10%
1
1.10%
91
100.00%
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Academic Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Academic Staff
Page 80 of 101 LibQUAL+® 2009 Survey Results - UL
7 Library Staff Summary
7.1 Demographic Summary for Library Staff
7.1.1 Respondent Profile for Library Staff by Age
This table shows a breakdown of survey respondents by age; both the number of respondents (n) and the percentage of the total number of respondents represented by each age group are displayed.
Respondents
%
Respondents
nAge
Under 18 0 0.00%
18 - 22 0 0.00%
23 - 30 0 0.00%
31 - 45 13 43.33%
46 - 65 17 56.67%
Over 65 0 0.00%
Total: 100.00% 30
7.1.2 Respondent Profile for Library Staff by Sex
The table below shows a breakdown of survey respondents by sex, based on user responses to the demographic questions and the demographic data provided by institutions in the online Representativeness section*. The number and percentage for each sex are given for the general population and for survey respondents.
*Note: Participating institutions were not required to complete the Representativeness section. When population data is missing or incomplete, it is because this data was not provided.
Respondents
%
Respondents
nSex
Male 4 13.33%
Female 26 86.67%
Total: 100.00% 30
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Library Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Library Staff
LibQUAL+® 2009 Survey Results - UL Page 81 of 101
7.1.3 Respondent Profile for Library Staff by Full/Part-time Student
This table shows a breakdown of survey respondents by full/part-time student. The number of respondents (n) and the percentage of the total number of respondents represented by each group are displayed.
Respondents
%
Respondents
nFull/Part-time Student
Full-time 0 0.00%
Part-time 0 0.00%
Does not apply / NA 29 100.00%
Total: 100.00% 29
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Library Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Library Staff
Page 82 of 101 LibQUAL+® 2009 Survey Results - UL
7.2 Core Questions Summary for Library Staff
This radar chart shows aggregate results for the core survey questions. Each axis represents one question. A code to identify each question is displayed at the outer point of each axis. While questions for each dimension of library service quality are scattered randomly throughout the survey, on this chart they are grouped into sections: Affect of Service , Library as Place, and Information Control.
On each axis, respondents' minimum, desired, and perceived levels of service quality are plotted, and the resulting "gaps" between the three levels (representing service adequacy or service superiority) are shaded in blue, yellow, green, and red.
The two following tables show mean scores and standard deviations for each question, where n is the number of respondents for each particular question. (For a more detailed explanation of the headings, see the Introduction to this notebook.)
3
4
5
6
7
8
9
AS-1
AS-2
AS-3
AS-4
AS-5AS-6
AS-7
AS-8
AS-9
IC-1
IC-2
IC-3
IC-4
IC-5
IC-6
IC-7IC-8
LP-1
LP-2
LP-3
LP-4
LP-5
Affect of Service
Information Control
Library as Place
Perceived Less Than Minimum
Perceived Greater Than Minimum
Perceived Less Than Desired
Perceived Greater Than Desired
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Library Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Library Staff
LibQUAL+® 2009 Survey Results - UL Page 83 of 101
Adequacy
Mean
Perceived
Mean
Desired
MeanQuestion TextID
Minimum
Mean n
Superiority
Mean
Affect of Service
Library staff who instill confidence in users 6.83 8.33 6.60 -0.23AS-1 30-1.73
Library staff who are consistently courteousAS-3 29 1.59 1.79 2.17 1.87 1.21
Readiness to respond to users' enquiriesAS-4 30 1.48 1.28 1.88 1.44 0.63
Library staff who have the knowledge to answer
user questions
AS-5 30 1.45 1.53 2.16 1.77 1.32
Library staff who deal with users in a caring
fashion
AS-6 29 1.40 1.28 2.01 1.59 1.09
Library staff who understand the needs of their
users
AS-7 29 1.71 1.50 1.88 1.56 0.91
Willingness to help usersAS-8 30 1.55 1.37 1.34 1.55 0.57
Dependability in handling users' service problemsAS-9 27 1.64 1.76 2.14 1.93 1.15
Information Control
Making electronic resources accessible from my
home or office
IC-1 28 1.69 1.45 1.63 1.61 1.08
A library Web site enabling me to locate
information on my own
IC-2 28 1.51 1.63 2.29 1.79 0.93
The printed library materials I need for my workIC-3 29 1.51 2.67 2.35 2.09 1.58
The electronic information resources I needIC-4 28 1.42 1.38 1.82 1.66 1.21
Modern equipment that lets me easily access
needed information
IC-5 28 1.41 1.85 2.13 1.67 1.26
Easy-to-use access tools that allow me to find
things on my own
IC-6 30 1.75 1.75 2.56 1.89 1.09
Making information easily accessible for
independent use
IC-7 30 1.61 1.80 2.12 1.93 1.01
Print and/or electronic journal collections I
require for my work
IC-8 28 1.46 1.81 1.95 1.50 0.99
Library as Place
Library space that inspires study and learningLP-1 29 1.94 2.37 2.32 2.14 1.44
Quiet space for individual workLP-2 29 1.77 3.31 2.80 2.27 1.85
A comfortable and inviting locationLP-3 29 1.49 2.28 2.49 2.04 0.99
A haven for study, learning, or researchLP-4 30 1.61 2.40 2.42 2.17 1.30
Space for group learning and group studyLP-5 29 1.62 2.06 2.12 1.97 1.42
30Overall: 1.30 1.33 1.67 1.42 0.74
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Library Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Library Staff
LibQUAL+® 2009 Survey Results - UL Page 85 of 101
7.3 Core Question Dimensions Summary for Library Staff
On the chart below, scores for each dimension of library service quality have been plotted graphically. The exterior bars represent the range of minimum to desired mean scores for each dimension. The interior bars represent the range of minimum to perceived mean scores (the service adequacy gap) for each dimension of library service quality.
4
5
6
7
8
9
Information
Control
Affect of
Service
Library as
Place
Range of Minimum to Perceived ("Adequacy Gap")
Range of Minimum to Desired
Me
an
Dimension
Overall
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Library Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Library Staff
Page 86 of 101 LibQUAL+® 2009 Survey Results - UL
The following table displays mean scores for each dimension of library service quality measured by the LibQUAL+® survey, where n is the number of respondents for each particular dimension. (For a more detailed explanation of the headings, see the Introduction to this notebook.) A complete listing of the survey questions and their dimensions can be found in Appendix A.
Adequacy
Mean
Perceived
Mean
Desired
MeanDimension
Minimum
Mean n
Superiority
Mean
Affect of Service 7.08 8.22 7.05 -0.03 30-1.17
Information Control 7.01 8.09 6.75 -0.26 30-1.34
Library as Place 6.70 7.88 5.38 -1.32 30-2.50
6.97 8.09 6.55 -0.42 30-1.54Overall:
Adequacy
SD
Perceived
SD
Desired
SDDimension
Minimum
SD n
Superiority
SD
Affect of Service 30 1.35 1.16 1.56 1.40 0.84
Information Control 30 1.39 1.43 1.82 1.52 0.79
Library as Place 30 1.38 2.12 2.12 1.90 1.09
The following table displays standard deviation for each dimension of library service quality measured by the
LibQUAL+® survey, where n is the number of respondents for each particular dimension. (For a more detailed
explanation of the headings, see the Introduction to this notebook.) A complete listing of the survey questions and their
dimensions can be found in Appendix A.
30Overall: 1.30 1.33 1.67 1.42 0.74
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Library Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Library Staff
LibQUAL+® 2009 Survey Results - UL Page 87 of 101
7.4 Local Questions Summary for Library Staff
Adequacy
Mean
Perceived
Mean
Desired
MeanQuestion Text
Minimum
Mean n
Superiority
Mean
Access to photocopying and printing facilities 6.75 7.54 6.61 -0.14 28-0.93
The main texts and readings I need for my work 7.17 8.03 6.17 -1.00 29-1.86
Provision of information skills training 6.89 7.79 6.93 0.04 28-0.86
Availability of subject specialist assistance 6.71 8.04 6.89 0.18 28-1.14
Helpfulness in dealing with users' IT problems 6.37 7.56 5.30 -1.07 27-2.26
This table shows mean scores for each of the local questions added by the individual library or consortium, where n is the number of respondents for each particular question. (For a more detailed explanation of the headings, see the Introduction to this notebook.)
Adequacy
SD
Perceived
SD
Desired
SDQuestion Text
Minimum
SD n
Superiority
SD
Access to photocopying and printing facilities 28 1.53 1.80 2.19 1.62 1.50
The main texts and readings I need for my work 29 1.58 2.22 2.69 2.04 1.27
Provision of information skills training 28 1.77 1.65 1.97 1.44 1.55
Helpfulness in dealing with users' IT problems 27 2.04 2.28 2.43 2.20 1.87
This table displays the standard deviations for each of the local questions added by the individual library or consortium , where n is the number of respondents for each particular question. (For a more detailed explanation of the headings, see the Introduction to this notebook.)
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Library Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Library Staff
Page 88 of 101 LibQUAL+® 2009 Survey Results - UL
7.5 General Satisfaction Questions Summary for Library Staff
MeanSatisfaction Question nSD
In general, I am satisfied with the way in which I am treated at the library. 7.43 1.25 30
In general, I am satisfied with library support for my learning, research,
and/or teaching needs. 7.13 1.36 30
How would you rate the overall quality of the service provided by the library? 7.30 1.24 30
This table displays the mean score and standard deviation for each of the general satisfaction questions: Satisfaction with
Treatment, Satisfaction with Support, and Satisfaction with Overall Quality of Service, where n is the number of
respondents for each question. These scores are calculated from responses to the general satisfaction questions on the
LibQUAL+® survey, in which respondents rated their levels of general satisfaction on a scale from 1-9.
7.6 Information Literacy Outcomes Questions Summary for Library Staff
MeanInformation Literacy Outcomes Questions nSD
The library helps me stay abreast of developments in my field(s) of interest. 6.43 1.74 30
The library aids my advancement in my academic discipline or work. 6.73 1.55 30
The library enables me to be more efficient in my academic pursuits or work. 6.93 1.60 30
The library helps me distinguish between trustworthy and untrustworthy
information. 6.87 1.85 30
The library provides me with the information skills I need in my work or study. 6.97 1.43 30
This table displays the mean score and standard deviation for each of the information literacy outcomes questions, where
n is the number of respondents for each question. These scores are calculated from responses to the information literacy
outcomes questions on the LibQUAL+® survey, in which respondents rated their levels of general satisfaction on a scale
from 1-9 with 1 being "strongly disagree" and 9 representing "strongly agree".
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Library Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Library Staff
LibQUAL+® 2009 Survey Results - UL Page 89 of 101
7.7 Library Use Summary for Library Staff
This chart shows a graphic representation of library use (both on the premises and electronically), as well as use of non-library information gateways such as Yahoo™ and Google™. Bars represent the frequency with which respondents report using these resources: Daily, Weekly, Monthly, Quarterly, or Never. The table below the chart displays the number and percentage of respondents who selected each option.
0
10
20
30
40
50
60
70
80
90
100
Daily
Weekly
Monthly
Quarterly
Never
How often do you use
resources within the
library?
How often do you
access library resources
through a library Web
page?
How often do you use
Yahoo(TM),
Google(TM), or
non-library gateways for
information?
Frequency
P
erc
en
tag
e
Daily Weekly Monthly Quarterly Never n / %
How often do you use resources within the
library?
17
56.67%
6
20.00%
7
23.33%
0
0.00%
0
0.00%
30
100.00%
How often do you access library resources
through a library Web page?
16
53.33%
6
20.00%
3
10.00%
2
6.67%
3
10.00%
30
100.00%
How often do you use Yahoo(TM),
Google(TM), or non-library gateways for
information?
21
70.00%
3
10.00%
1
3.33%
2
6.67%
3
10.00%
30
100.00%
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Library Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Library Staff
Page 90 of 101 LibQUAL+® 2009 Survey Results - UL
8 Staff Summary
8.1 Demographic Summary for Staff
8.1.1 Respondent Profile for Staff by Age
This table shows a breakdown of survey respondents by age; both the number of respondents (n) and the percentage of the total number of respondents represented by each age group are displayed.
Respondents
%
Respondents
nAge
Under 18 0 0.00%
18 - 22 0 0.00%
23 - 30 4 13.33%
31 - 45 17 56.67%
46 - 65 9 30.00%
Over 65 0 0.00%
Total: 100.00% 30
8.1.2 Respondent Profile for Staff by Sex
The table below shows a breakdown of survey respondents by sex, based on user responses to the demographic questions and the demographic data provided by institutions in the online Representativeness section*. The number and percentage for each sex are given for the general population and for survey respondents.
*Note: Participating institutions were not required to complete the Representativeness section. When population data is missing or incomplete, it is because this data was not provided.
Respondents
%
Respondents
nSex
Male 13 43.33%
Female 17 56.67%
Total: 100.00% 30
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Staff
LibQUAL+® 2009 Survey Results - UL Page 91 of 101
8.1.3 Respondent Profile for Staff by Full/Part-time Student
This table shows a breakdown of survey respondents by full/part-time student. The number of respondents (n) and the percentage of the total number of respondents represented by each group are displayed.
Respondents
%
Respondents
nFull/Part-time Student
Full-time 1 3.33%
Part-time 1 3.33%
Does not apply / NA 28 93.33%
Total: 100.00% 30
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Staff
Page 92 of 101 LibQUAL+® 2009 Survey Results - UL
8.2 Core Questions Summary for Staff
This radar chart shows aggregate results for the core survey questions. Each axis represents one question. A code to identify each question is displayed at the outer point of each axis. While questions for each dimension of library service quality are scattered randomly throughout the survey, on this chart they are grouped into sections: Affect of Service , Library as Place, and Information Control.
On each axis, respondents' minimum, desired, and perceived levels of service quality are plotted, and the resulting "gaps" between the three levels (representing service adequacy or service superiority) are shaded in blue, yellow, green, and red.
The two following tables show mean scores and standard deviations for each question, where n is the number of respondents for each particular question. (For a more detailed explanation of the headings, see the Introduction to this notebook.)
3
4
5
6
7
8
9
AS-1
AS-2
AS-3
AS-4
AS-5AS-6
AS-7
AS-8
AS-9
IC-1
IC-2
IC-3
IC-4
IC-5
IC-6
IC-7IC-8
LP-1
LP-2
LP-3
LP-4
LP-5
Affect of Service
Information Control
Library as Place
Perceived Less Than Minimum
Perceived Greater Than Minimum
Perceived Less Than Desired
Perceived Greater Than Desired
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Staff
LibQUAL+® 2009 Survey Results - UL Page 93 of 101
Adequacy
Mean
Perceived
Mean
Desired
MeanQuestion TextID
Minimum
Mean n
Superiority
Mean
Affect of Service
Library staff who instill confidence in users 6.00 7.10 7.10 1.10AS-1 31 0.00
Library staff who are consistently courteousAS-3 31 1.35 1.62 1.65 1.30 1.12
Readiness to respond to users' enquiriesAS-4 30 1.28 1.89 2.03 1.43 0.96
Library staff who have the knowledge to answer
user questions
AS-5 30 1.11 2.03 2.07 1.69 0.97
Library staff who deal with users in a caring
fashion
AS-6 30 1.47 1.71 1.99 1.42 1.12
Library staff who understand the needs of their
users
AS-7 30 1.32 1.73 1.83 1.41 0.86
Willingness to help usersAS-8 31 1.42 1.54 1.84 1.40 0.89
Dependability in handling users' service problemsAS-9 26 1.25 1.63 1.48 1.47 1.06
Information Control
Making electronic resources accessible from my
home or office
IC-1 27 1.93 1.99 2.20 1.52 1.67
A library Web site enabling me to locate
information on my own
IC-2 28 1.33 1.54 1.71 1.10 1.17
The printed library materials I need for my workIC-3 25 1.52 2.43 2.07 1.79 1.68
The electronic information resources I needIC-4 26 1.72 2.13 2.11 1.48 1.45
Modern equipment that lets me easily access
needed information
IC-5 28 1.31 1.55 1.66 1.30 1.11
Easy-to-use access tools that allow me to find
things on my own
IC-6 27 1.38 1.63 1.89 1.24 1.00
Making information easily accessible for
independent use
IC-7 29 1.22 1.70 1.62 1.09 1.23
Print and/or electronic journal collections I
require for my work
IC-8 26 1.17 1.99 1.79 1.64 1.05
Library as Place
Library space that inspires study and learningLP-1 26 1.32 2.22 2.30 1.67 1.18
Quiet space for individual workLP-2 25 1.12 2.91 2.80 2.22 1.30
A comfortable and inviting locationLP-3 30 1.40 1.63 2.03 1.67 1.19
A haven for study, learning, or researchLP-4 28 1.34 2.12 2.11 1.66 1.02
Space for group learning and group studyLP-5 21 1.69 2.36 2.36 2.06 1.36
31Overall: 0.95 1.46 1.51 1.13 0.78
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Staff
LibQUAL+® 2009 Survey Results - UL Page 95 of 101
8.3 Core Question Dimensions Summary for Staff
On the chart below, scores for each dimension of library service quality have been plotted graphically. The exterior bars represent the range of minimum to desired mean scores for each dimension. The interior bars represent the range of minimum to perceived mean scores (the service adequacy gap) for each dimension of library service quality.
4
5
6
7
8
9
Information
Control
Affect of
Service
Library as
Place
Range of Minimum to Perceived ("Adequacy Gap")
Range of Minimum to Desired
Me
an
Dimension
Overall
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Staff
Page 96 of 101 LibQUAL+® 2009 Survey Results - UL
The following table displays mean scores for each dimension of library service quality measured by the LibQUAL+® survey, where n is the number of respondents for each particular dimension. (For a more detailed explanation of the headings, see the Introduction to this notebook.) A complete listing of the survey questions and their dimensions can be found in Appendix A.
Adequacy
Mean
Perceived
Mean
Desired
MeanDimension
Minimum
Mean n
Superiority
Mean
Affect of Service 6.80 7.63 7.39 0.59 31-0.23
Information Control 6.92 7.73 7.15 0.23 31-0.58
Library as Place 6.62 7.56 6.70 0.08 30-0.87
6.81 7.65 7.17 0.36 31-0.48Overall:
Adequacy
SD
Perceived
SD
Desired
SDDimension
Minimum
SD n
Superiority
SD
Affect of Service 31 0.93 1.49 1.53 1.21 0.74
Information Control 31 1.09 1.42 1.49 1.07 0.97
Library as Place 30 1.12 1.85 2.00 1.61 0.88
The following table displays standard deviation for each dimension of library service quality measured by the
LibQUAL+® survey, where n is the number of respondents for each particular dimension. (For a more detailed
explanation of the headings, see the Introduction to this notebook.) A complete listing of the survey questions and their
dimensions can be found in Appendix A.
31Overall: 0.95 1.46 1.51 1.13 0.78
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Staff
LibQUAL+® 2009 Survey Results - UL Page 97 of 101
8.4 Local Questions Summary for Staff
Adequacy
Mean
Perceived
Mean
Desired
MeanQuestion Text
Minimum
Mean n
Superiority
Mean
Access to photocopying and printing facilities 6.70 7.26 6.57 -0.13 23-0.70
The main texts and readings I need for my work 7.22 7.93 7.07 -0.15 27-0.85
Provision of information skills training 6.32 7.08 7.08 0.76 25 0.00
Availability of subject specialist assistance 6.75 7.46 7.08 0.33 24-0.38
Helpfulness in dealing with users' IT problems 6.67 7.56 6.41 -0.26 27-1.15
This table shows mean scores for each of the local questions added by the individual library or consortium, where n is the number of respondents for each particular question. (For a more detailed explanation of the headings, see the Introduction to this notebook.)
Adequacy
SD
Perceived
SD
Desired
SDQuestion Text
Minimum
SD n
Superiority
SD
Access to photocopying and printing facilities 23 1.29 2.05 1.91 1.83 1.36
The main texts and readings I need for my work 27 1.80 2.44 2.61 1.57 1.52
Provision of information skills training 25 1.49 1.85 1.83 1.41 1.41
Helpfulness in dealing with users' IT problems 27 1.69 2.21 1.99 1.93 1.25
This table displays the standard deviations for each of the local questions added by the individual library or consortium , where n is the number of respondents for each particular question. (For a more detailed explanation of the headings, see the Introduction to this notebook.)
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Staff
Page 98 of 101 LibQUAL+® 2009 Survey Results - UL
8.5 General Satisfaction Questions Summary for Staff
MeanSatisfaction Question nSD
In general, I am satisfied with the way in which I am treated at the library. 7.84 1.29 31
In general, I am satisfied with library support for my learning, research,
and/or teaching needs. 7.16 1.53 31
How would you rate the overall quality of the service provided by the library? 7.55 1.21 31
This table displays the mean score and standard deviation for each of the general satisfaction questions: Satisfaction with
Treatment, Satisfaction with Support, and Satisfaction with Overall Quality of Service, where n is the number of
respondents for each question. These scores are calculated from responses to the general satisfaction questions on the
LibQUAL+® survey, in which respondents rated their levels of general satisfaction on a scale from 1-9.
8.6 Information Literacy Outcomes Questions Summary for Staff
MeanInformation Literacy Outcomes Questions nSD
The library helps me stay abreast of developments in my field(s) of interest. 6.13 1.36 31
The library aids my advancement in my academic discipline or work. 6.71 1.92 31
The library enables me to be more efficient in my academic pursuits or work. 6.84 1.19 31
The library helps me distinguish between trustworthy and untrustworthy
information. 6.03 1.76 31
The library provides me with the information skills I need in my work or study. 6.77 1.52 31
This table displays the mean score and standard deviation for each of the information literacy outcomes questions, where
n is the number of respondents for each question. These scores are calculated from responses to the information literacy
outcomes questions on the LibQUAL+® survey, in which respondents rated their levels of general satisfaction on a scale
from 1-9 with 1 being "strongly disagree" and 9 representing "strongly agree".
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Staff
LibQUAL+® 2009 Survey Results - UL Page 99 of 101
8.7 Library Use Summary for Staff
This chart shows a graphic representation of library use (both on the premises and electronically), as well as use of non-library information gateways such as Yahoo™ and Google™. Bars represent the frequency with which respondents report using these resources: Daily, Weekly, Monthly, Quarterly, or Never. The table below the chart displays the number and percentage of respondents who selected each option.
0
10
20
30
40
50
60
70
80
90
100
Daily
Weekly
Monthly
Quarterly
Never
How often do you use
resources within the
library?
How often do you
access library resources
through a library Web
page?
How often do you use
Yahoo(TM),
Google(TM), or
non-library gateways for
information?
Frequency
P
erc
en
tag
e
Daily Weekly Monthly Quarterly Never n / %
How often do you use resources within the
library?
4
12.90%
7
22.58%
13
41.94%
7
22.58%
0
0.00%
31
100.00%
How often do you access library resources
through a library Web page?
4
12.90%
7
22.58%
8
25.81%
7
22.58%
5
16.13%
31
100.00%
How often do you use Yahoo(TM),
Google(TM), or non-library gateways for
information?
19
61.29%
6
19.35%
1
3.23%
2
6.45%
3
9.68%
31
100.00%
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Staff
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
Staff
Page 100 of 101 LibQUAL+® 2009 Survey Results - UL
9 Appendix A: LibQUAL+® Dimensions
LibQUAL+® 2000 Dimensions
The 2000 iteration of the LibQUAL+® survey, which had 41 questions, measured eight separate dimensions:
· Assurance (the knowledge and courtesy of employees, and their ability to convey trust and confidence)
· Empathy (caring, individual attention)
· Library as Place (library as a sanctuary/haven or site for learning and contemplation)
· Reliability (ability to perform the promised service dependably and accurately)
· Responsiveness (willingness to help customers and provide prompt service)
· Tangibles (appearance of physical facilities, equipment, personnel and communications materials)
· Instructions/Custom Items
· Self-Reliance
LibQUAL+® 2001 Dimensions
After careful analysis of the results from the 2000 survey, the dimensions were further refined to re-ground the
SERVQUAL items in the library context. Four sub-dimensions resulted for the 2001 iteration:
· Service Affect (nine items, such as “willingness to help users”)
· Library as Place (five items, such as “a haven for quiet and solitude”)
· Personal Control (six items, such as “website enabling me to locate information on my own”), and
· Information Access (five items, such as “comprehensive print collections” and “convenient business hours”)
LibQUAL+® 2002 and 2003 Dimensions
For the 2002 iteration of the LibQUAL+® survey, the dimensions were once again refined based on analysis of the
previous year's results. While the four dimensions were retained, their titles were changed slightly to more clearly
represent the questions and data. The same four dimensions were also used on the 2003 survey:
· Access to Information
· Affect of Service
· Library as Place
· Personal Control
LibQUAL+® 2004 - Present Dimensions
After the 2003 survey was completed, factor and reliability analyses on the resulting data revealed that two of the
dimensions measured by the survey-Access to Information and Personal Control-had collapsed into one. The
following three dimensions have been measured since then: Affect of Service, Information Control, and Library as
Place. In addition, three core items were eliminated from the 2003 version of the survey, leaving 22 core items on the
final survey instrument.
The list below displays the dimensions used to present the results in the 2009 notebooks, along with the questions
that relate to each dimension. (Note: The questions below are those used in the College and University
implementation of the survey, American English version.)
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
All
Language:
Institution Type:
Consortium:
User Group:
British English
College or University
SCONUL
All
LibQUAL+® 2009 Survey Results - UL Page 101 of 101
Affect of Service
[AS-1] Employees who instill confidence in users
[AS-2] Giving users individual attention
[AS-3] Employees who are consistently courteous
[AS-4] Readiness to respond to users’ questions
[AS-5] Employees who have the knowledge to answer user questions
[AS-6] Employees who deal with users in a caring fashion
[AS-7] Employees who understand the needs of their users
[AS-8] Willingness to help users
[AS-9] Dependability in handling users’ service problems
Information Control
[IC-1] Making electronic resources accessible from my home or office
[IC-2] A library Web site enabling me to locate information on my own
[IC-3] The printed library materials I need for my work
[IC-4] The electronic information resources I need
[IC-5] Modern equipment that lets me easily access needed information
[IC-6] Easy-to-use access tools that allow me to find things on my own
[IC-7] Making information easily accessible for independent use
[IC-8] Print and/or electronic journal collections I require for my work
Library as Place
[LP-1] Library space that inspires study and learning
[LP-2] Quiet space for individual activities
[LP-3] A comfortable and inviting location
[LP-4] A getaway for study, learning or research
[LP-5] Community space for group learning and group study