project url – tm libqual+ ™ introduction auckland, nz april 5, 2005 presented by: colleen cook...
TRANSCRIPT
Project URL – http://www.libqual.org/
TM
LibQUAL+™ IntroductionAuckland, NZ
April 5, 2005
Presented by:
Colleen Cook
Bruce Thompson
Total Circulation
Note. M. Kyrillidou and M. Young. (2003).ARL Statistics 2002-03. Washington, D.C.: ARL, p.8.
Reference Transactions
Note. M. Kyrillidou and M. Young. (2003).ARL Statistics 2002-03. Washington, D.C.: ARL, p.8.
Assessment
“The difficulty lies in trying to find a single model or set of simple indicators that can be used by different institutions, and that will compare something across large groups that is by definition only locally applicable—i.e., how well a library meets the needs of its institution. Librarians have either made do with oversimplified national data or have undertaken customized local evaluations of effectiveness, but there has not been
devised an effective way to link the two.”
Sarah Pritchard, Library Trends, 1996
LibQUAL+™ Goals
Improve mechanisms and protocols for evaluating libraries
Develop web-based tools for assessing library service quality
Identify best practices in providing library service Support libraries seeking to understand changes in user
behavior Assist libraries seeking to re-position library services in
the new environment
LibQUAL+™ Outcomes
Securing information that contributes meaningfully to planning and improvement efforts at a local level
Providing analytical frameworks that institutional staff can apply without extensive training or assistance
Helping decision-makers understand success of investments
Finding useful inter-institutional comparisons
Multiple Methodsof Listening to Customers Transactional surveys* Mystery shopping New, declining, and lost-customer surveys Focus group interviews Customer advisory panels Service reviews Customer complaint, comment, and inquiry capture Total market surveys* Employee field reporting Employee surveys Service operating data capture*A SERVQUAL-type instrument is most suitable for these methodsNote. A. Parasuraman. The SERVQUAL Model: Its Evolution And Current Status. (2000).
Paper presented at ARL Symposium on Measuring Service Quality, Washington, D.C.
PERCEPTIONS SERVICE
“….only customers judge quality;
all other judgments are essentially
irrelevant”
Note. Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press.
The LibQUAL+™ Premise
Extended GAPS ModelOrganizational Barriers to SQ Customers’ Assessment of SQ
Poor UpwardCommunication
Poor HorizontalCommunication
Poor Tech - JobFit
Perception ofInfeasibility
GAP 1
GAP 2
GAP 3
GAP 4
GAP 5
Reliability
Responsiveness
Assurance
Empathy
Tangibles
13 LibrariesEnglish LibQUAL+™ Version
4000 Respondents
QUAL
QUAN
QUAL
QUAL
QUAN
QUAL
PURPOSE DATA ANALYSIS PRODUCT/RESULTDescribe library environment;build theory of library service quality from user perspective
Test LibQUAL+™ instrument
Refine theoryof service quality
Refine LibQUAL+™ instrument
Test LibQUAL+™ instrument
Refine theory
Unstructured interviewsat 8 ARL institutions
Web-delivered survey
Unstructured interviews at Health Sciences and the Smithsonian libraries
E-mail to surveyadministrators
Web-delivered survey
Focus groups
Content analysis:(cards & Atlas TI)
Reliability/validityanalyses: CronbachsAlpha, factor analysis,SEM, descriptive statistics
Content analysis
Content analysis
Reliability/validity analyses including Cronbachs Alpha,factor analysis, SEM, descriptive statistics
Content analysis
VignetteRe-tooling
Iterative
Emergent2000
2004315 Libraries English, Dutch, Swedish,
German LibQUAL+™ Versions160,000 anticipated respondents
LibQUAL+LibQUAL+™ Project™ Project
Case studies1
Valid LibQUAL+™ protocol
Scalable process
Enhanced understanding of user-centered views of service quality in the library environment2
Cultural perspective3
Refined survey delivery process and theory of service quality4
Refined LibQUAL+™ instrument5
Local contextual understanding of LibQUAL+™ survey responses6
“22 items”
2000 2001 2002 200341-items 56-items 25-items 22-items
Affect of Service Affect of Service Service Affect Service Affect
Reliability Library as Place Library as Place Library as Place
Library as Place Reliability Personal ControlInformation Control
Provision of Physical Collections
Self-RelianceInformation Access
Access to Information
Access to Information
Rapid Growth in Other Areas Languages
American English British English French Dutch Swedish
Consortia Each may create 5 local
questions to add to their survey
Types of Institutions Academic Health Sciences Academic Law Academic Military College or University Community College European Business Hospital Public State
Countries U.S., U.K., Canada, the
Netherlands, South Africa, Sweden, France, Australia, New Zealand, Malaysia
LibQUAL+™ Participants
12
43
164
316
206 210
0
50
100
150
200
250
300
350
2000 2001 2002 2003 2004 2005
LibQUAL+™ Resources
LibQUAL+™ Website:http://www.libqual.org
Publications: http://www.libqual.org/publications
Events and Training: http://www.libqual.org/events
Gap Theory/Radargraph Introduction: http://www.libqual.org/Information/Tools/libqualpresentation.cfm
LibQUAL+™ Procedures Manual: http://www.libqual.org/Information/Manual/index.cfm
LibQUAL+™ ContactInformation Martha Kyrillidou
Senior Program for Office of Statistics and Measurement [email protected]
Amy Hoseth LibQUAL+™ Communications Coordinator [email protected]
Jonathan D. Sousa Technical Applications Development Manager [email protected]