Commonalities in LibQUAL+® (Dis)satisfaction: An international trend?

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International research presented in 2013 identified a commonality in library customer satisfaction as measured by the LibQUAL+® survey methodology. The findings established a statistically significant link between customer satisfaction with the Information Control dimension and satisfaction overall; and customer dissatisfaction with the Affect of Service dimension and dissatisfaction overall. The findings concluded that both information resources and customer service affects the overall opinion of the library service for all customer groups. Is this unique to European libraries, or is it an international trend? The research has now been replicated with the LibQUAL+® survey results from all ARL participants in 2013.

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Commonalities in LibQUAL+® (Dis)satisfaction:

An international trend?

Research conducted by

Selena Killick Martha Kyrillidou

Cranfield University Association of Research Libraries

LibQUAL+®

• Internationally Renowned• Web based • Standardised • Expectations & Perceptions

LibQUAL+®LibQUAL+®

Adequacy and SuperiorityAdequacy:

Calculated by subtracting Minimum from Perceived score.

A negative score indicates failing to meet minimum expectations.Superiority:

Calculated by subtracting Desired from Perceived score.

A positive score indicates exceeding desired expectations.

Question 11 32 4 5 76 8 9

Adequacy Superiority

Desired PerceivedMinimum

Dimensions

Affect of Service

Reliability

Assurance

Responsiveness

Empathy

Information Control Library as Place

Self-Reliance

Equipment

Timeliness

Ease of Navigation

Convenience

Scope of Content

Refuge

Symbol

Utilitarian Space

Commonalities in Satisfaction?

Affect of Service Information Control Library as Place

? ?

?

?

?

?

?

Commonalities in Dissatisfaction?

Affect of Service Information Control Library as Place

? ?

? ?

?

Sample Group• 2012: 19 European Libraries

• 2013: ARL LibQUAL+ consortium 2013• All respondents excluding Library staff• After data screening, n= 41,018 (~50% UG)

Definitions of satisfied/dissatisfied

Satisfied

For each dimension:

Superiority gap >0

Adequacy gap >1

• Minimum expectations are being exceeded by at least 1

• Desired expectations are being met or exceeded

Dissatisfied

For each dimension:

Adequacy gap <0

Superiority gap <-1

• Desired expectations are not being met by at least 1

• Minimum expectations are not being met

Satisfied European Respondents

Affect of Service Information Control Library as Place

Satisfied ARL Respondents

Affect of Service Information Control Library as Place

Affect of Service Information Control Library as Place

Undergraduates

Graduates

Faculty

Dissatisfied European Respondents

Affect of Service Information Control Library as Place

Dissatisfied ARL Respondents

Affect of Service Information Control Library as Place

Affect of Service Information Control Library as Place

Undergraduates

Graduates

Faculty

So what?

Thank You!Selena Killick Martha Kyrillidou

Cranfield University Association of Research Libraries

s.a.killick@cranfield.ac.uk martha@arl.org

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