The University of Hong Kong Library Client Survey Data ...lib.hku.hk/survey2014/2014-11-06 Uni HK Report - VPS.pdf · Data report ... October 2014 March 2013 November 2011* November

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The University of Hong Kong

Library Client Survey

Data Report

October 2014

Contents

Response Statistics ........................................................................................................................................... 1

Weighted Performance Index ....................................................................................................................... 3

Overall Satisfaction ......................................................................................................................................... 5

Best practice categories graphs ...................................................................................................................... 6

If both printed and electronic versions of resources are available, which format do you prefer to

use? ........................................ ......................................................................................................................... 12

Data report ......................... ............................................................................................................................ 15

Total

Which Library do you use most? n %

Main Library 688 54.7%

Dental Library 37 2.9%

Education Library 49 3.9%

Fung Ping Shan Library 18 1.4%

Law Library 84 6.7%

Medical Library 315 25.1%

Music Library 65 5.2%

Unspecified 1 0.1%

Which category describes you?

HKU CURRENT STAFF OR STUDENT - Architecture 32 2.5%HKU CURRENT STAFF OR STUDENT - Arts 118 9.4%HKU CURRENT STAFF OR STUDENT - Business and Economics 63 5.0%HKU CURRENT STAFF OR STUDENT - Dentistry 33 2.6%HKU CURRENT STAFF OR STUDENT - Education 103 8.2%HKU CURRENT STAFF OR STUDENT - Engineering 77 6.1%HKU CURRENT STAFF OR STUDENT - Law 62 4.9%

HKU CURRENT STAFF OR STUDENT - Medicine 288 22.9%

HKU CURRENT STAFF OR STUDENT - Science 114 9.1%

HKU CURRENT STAFF OR STUDENT - Social Sciences 95 7.6%

HKU CURRENT STAFF OR STUDENT - Other 27 2.1%

SPACE - Student 82 6.5%

SPACE - Staff 12 1.0%

CENTENNIAL COLLEGE - Student 98 7.8%

CENTENNIAL COLLEGE - Staff 16 1.3%

OTHERS - Alumni 22 1.8%

OTHERS - Circle of Friends membership card holder 3 0.2%

OTHERS - Other 8 0.6%

Unspecified 4 0.3%

Which of the following best describes you if you are a current HKU staff or student?

Undergraduate student 669 53.2%

Postgraduate student 415 33.0%

Academic staff 53 4.2%

Non-academic staff 79 6.3%

Not Applicable 18 1.4%

Unspecified 23 1.8%

How often do you come into the Library?

Daily 292 23.2%

2-4 days a week 510 40.6%

Weekly 254 20.2%

Fortnightly 65 5.2%

Monthly 81 6.4%

Rarely (i.e. a few times a year) 45 3.6%

Never 1 0.1%

Unspecified 9 0.7%

1257

The University of Hong Kong Library Client Survey, October 2014

Response statistics

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Response statisticsHow often do you access the Library online?

Daily 299 23.8%

2-4 days a week 392 31.2%

Weekly 279 22.2%

Fortnightly 94 7.5%

Monthly 86 6.8%


Never 13 1.0%

Unspecified 2 0.2%

How often are you required to be on campus?

Daily 676 53.8%

2-4 days a week 446 35.5%

Weekly 67 5.3%

Fortnightly 11 0.9%

Monthly 11 0.9%


Never 10 0.8%

Unspecified 3 0.2%

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Weighted performance index

Communication Service Delivery

Facilities &

Equipment Library Staff

Information

Resources

Weighted

Total

Weighting 15% 22% 18% 20% 25% 100%

October 2014 77.9% 78.6% 79.7% 85.8% 78.8% 80.2%

March 2013 75.7% 77.0% 76.4% 84.7% 77.7% 78.4%

November 2011* 74.6% 75.2% 71.0% 82.4% 76.0% 76.0%

November 2010* 75.4% 75.6% 72.8% 82.0% 76.5% 76.6%

Highest performer in database 84.3% 84.3% 83.7% 94.5% 84.3% 86.2%

Median 76.1% 79.3% 73.6% 88.4% 79.9% 79.7%

Lowest performer in database 70.3% 71.5% 67.4% 85.6% 75.2% 74.4%

Note: * Benchmark data relates to latest survey

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Weighted performance index


0

80.2%78.4%

60.0%

76.0% 76.6%

00%

20%

40%

60%

80%

100%

October 2014 March 2013 November 2011* November 2010*

We

igh

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pe

rfo

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ind

ex

1st quartile

2nd quartile

3rd quartile

4th quartile

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Overall how satisfied are you with the Library?


5.735.62

3.00

5.47 5.50

1

2

3

4

5

6

7

October 2014 March 2013 November 2011* November 2010*

Pe

rfo

rma

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me

an

1st quartile

2nd quartile

3rd quartile

4th quartile

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Best practice categories graph


Best practice categories

5 4 1

2

3

1

2

3

4

5

6

7

Communication Service Delivery Facilities & Equipment Library Staff Information Resources

October 2014March 2013November 2011*November 2010*

Highest

1st quartile

Median

4th quartile

Lowest

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Communication

3 1 2

1

2

3

4

5

6

7

I am informed about Library services The Library website provides useful information Library signage is clear


Highest

1st quartile

Median

4th quartile

Lowest





Service Delivery

2

37

6

18

5

4

1

2

3

4

5

6

7

Opening hoursmeet my needs

Books and articlesI have requested

from otherlibraries and

campuses aredelivered promptly

Electronic enquiryservices (e.g.

email, WhatsApp-a-Librarian) meet

my needs

Face to faceenquiry servicesmeet my needs

The items I’mlooking for on the

Library shelvesare usually there

Library workshops,classes and

tutorials help mewith my learning

and researchneeds

The Libraryanticipates mylearning and

research needs

Self Service (e.g.self check loans,

requests,renewals, holds)meets my needs


Highest

1st quartile

Median

4th quartile

Lowest





Facilities & Equipment

7 6 5

1

4 2 3

1

2

3

4

5

6

7

I can find a place inthe Library to work ina group when I need

to

A computer isavailable when I

need one

Laptop facilities (e.g.desks, power) in the

Library meet myneeds

I can get wirelessaccess in the Library

when I need to

Printing, scanningand photocopying

facilities in theLibrary meet my

needs

I can find a quietplace in the Library

to study when I needto

The Library is a goodplace to study


Highest

1st quartile

Median

4th quartile

Lowest





Library Staff

4 2 1 3

1

2

3

4

5

6

7

Library staff treat me fairly andwithout discrimination

Library staff are approachable andhelpful

Library staff provide accurateanswers to my enquiries

Library staff are readily available toassist me


Highest

1st quartile

Median

4th quartile

Lowest





Information Resources

23 5 4 1 6

1

2

3

4

5

6

7

When I am away fromcampus I can accessthe Library resourcesand services I need

The Library website iseasy to use

Find@HKUL is easy touse

Information resourceslocated in the Library(e.g. books, journals,

DVDs) meet mylearning and research

needs

Online resources (e.g.ejournals, databases,

ebooks) meet mylearning and research

needs

Course specificresources (includingshort loans) meet my

learning needs


Highest

1st quartile

Median

4th quartile

Lowest


The University of Hong Kong Library Client Survey, October 2014If both printed and electronic versions of resources are available, which format do you prefer to use?

Journals

Total responses: 1185 respondents

68%

23%

9%

0%

20%

40%

60%

80%

100%

Online Print No preference

- 12-


Books for leisure


64%

24%

12%

0%

20%

40%

60%

80%

100%

Print Online No preference

- 13-


Books for study / research


48%

40%

11%

0%

20%

40%

60%

80%

100%

Print Online No preference

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Total 1257

Mean Rank # %

I can get wireless access in the Library when I need to 5.89 1 37 2.94%

Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.70 2 47 3.74%

Library staff provide accurate answers to my enquiries 5.67 3 51 4.06%

Printing, scanning and photocopying facilities in the Library meet my needs 5.64 4 39 3.10%

Books and articles I have requested from other libraries and campuses are delivered promptly 5.54 5 118 9.39%

When I am away from campus I can access the Library resources and services I need 5.49 6 41 3.26%

Library staff are readily available to assist me 5.47 7 47 3.74%

I can find a quiet place in the Library to study when I need to 5.47 8 30 2.39%

I can find a place in the Library to work in a group when I need to 5.46 9 59 4.69%

Library staff are approachable and helpful 5.39 10 41 3.26%

Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.38 11 55 4.38%

The Library is a good place to study 5.29 12 31 2.47%

Laptop facilities (e.g. desks, power) in the Library meet my needs 5.27 13 51 4.06%

A computer is available when I need one 5.23 14 35 2.78%

Library staff treat me fairly and without discrimination 5.16 15 43 3.42%

Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 5.15 16 34 2.70%

Face to face enquiry services meet my needs 5.12 17 82 6.52%

Find@HKUL is easy to use 5.12 18 33 2.63%

Course specific resources (including short loans) meet my learning needs 5.12 19 84 6.68%

Library signage is clear 5.11 20 27 2.15%

The items I’m looking for on the Library shelves are usually there 5.11 21 46 3.66%

Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.04 22 110 8.75%

The Library website provides useful information 4.96 23 26 2.07%

Opening hours meet my needs 4.96 23 26 2.07%

The Library website is easy to use 4.83 25 30 2.39%

I am informed about Library services 4.80 26 30 2.39%

The Library anticipates my learning and research needs 4.71 27 38 3.02%

Library workshops, classes and tutorials help me with my learning and research needs 4.16 28 79 6.28%

Response statistics: importance (performance N/A)

ImportanceVariable

Respondents who had not used a service, and were therefore not able to rate its performance, were nevertheless able to

rate how important each service attribute is to them. These importance rankings are tabled below. Note that this data is

excluded from, and has no bearing on, the individual and aggregate benchmark scores contained in this report.

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Top 10 factors —All respondents

1257 responses

Most important factors Mean Highest performing factors Mean Lowest performing factors Mean Largest gaps (I - P) Mean

I can get wireless access in the

Library when I need to6.38

Library staff treat me fairly and

without discrimination6.08

The items I’m looking for on the

Library shelves are usually there5.00



I can find a quiet place in the Library

to study when I need to6.32

Library staff provide accurate

answers to my enquiries6.01

A computer is available when I need

one5.18


one0.89

Online resources (e.g. ejournals,

databases, ebooks) meet my learning

and research needs

6.29Library staff are approachable and

helpful6.00 Find@HKUL is easy to use 5.30 Find@HKUL is easy to use 0.77

The Library is a good place to study 6.28I can get wireless access in the

Library when I need to5.98 I am informed about Library services 5.40 The Library website is easy to use 0.75

When I am away from campus I can

access the Library resources and

services I need

6.24Library staff are readily available to

assist me5.95 The Library website is easy to use 5.41

Printing, scanning and photocopying

facilities in the Library meet my needs0.72


answers to my enquiries6.24 The Library is a good place to study 5.83 Library signage is clear 5.43



and research needs

0.71

Library staff are approachable and

helpful6.21

Self Service (e.g. self check loans,

requests, renewals, holds) meets my

needs

5.79The Library anticipates my learning

and research needs5.43







services I need

5.70I can find a place in the Library to

work in a group when I need to5.45 Opening hours meet my needs 0.68



Face to face enquiry services meet

my needs5.68

Course specific resources (including

short loans) meet my learning needs5.45



The Library website is easy to use 6.16

Information resources located in the

Library (e.g. books, journals, DVDs)

meet my learning and research needs

5.64Printing, scanning and photocopying


I can find a place in the Library to

work in a group when I need to0.59

Factors rated top 10 in importance



1257 responses

Importance Performance

Mean Rank Mean Rank

I can get wireless access in the Library when I need to 6.38 1 5.98 4

I can find a quiet place in the Library to study when I need to 6.32 2 5.64 11

Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.29 3 5.59 12

The Library is a good place to study 6.28 4 5.83 6

When I am away from campus I can access the Library resources and services I need 6.24 5 5.70 8

Library staff provide accurate answers to my enquiries 6.24 6 6.01 2

Library staff are approachable and helpful 6.21 7 6.00 3

Printing, scanning and photocopying facilities in the Library meet my needs 6.20 8 5.48 19

The items I’m looking for on the Library shelves are usually there 6.16 9 5.00 28

The Library website is easy to use 6.16 10 5.41 24

Opening hours meet my needs 6.15 11 5.48 18

Library staff are readily available to assist me 6.15 12 5.95 5

Library staff treat me fairly and without discrimination 6.15 13 6.08 1

Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 6.11 14 5.64 10

Laptop facilities (e.g. desks, power) in the Library meet my needs 6.08 15 5.51 16

Find@HKUL is easy to use 6.07 16 5.30 26

A computer is available when I need one 6.07 17 5.18 27

The Library website provides useful information 6.07 18 5.52 15

Course specific resources (including short loans) meet my learning needs 6.06 19 5.45 20

I can find a place in the Library to work in a group when I need to 6.04 20 5.45 21

Books and articles I have requested from other libraries and campuses are delivered promptly 5.97 21 5.59 13

Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 5.93 22 5.79 7

Library signage is clear 5.89 23 5.43 23

The Library anticipates my learning and research needs 5.89 24 5.43 22

Face to face enquiry services meet my needs 5.80 25 5.68 9

Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs 5.70 26 5.55 14

I am informed about Library services 5.63 27 5.40 25

Library workshops, classes and tutorials help me with my learning and research needs 5.44 28 5.48 17

Mean importance scores —All respondents



1257 responses

Performance Importance

Mean Rank Mean Rank





























Mean performance score —All respondents

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1257 responses

Gap Importance

Mean Rank Mean Rank




























Library workshops, classes and tutorials help me with my learning and research needs -0.04 28 5.44 28

Mean gap scores —All respondents

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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —All respondents1257 responses

Performance means x 10 Statements

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 1 I am informed about Library services

70 70 2 The Library website provides useful information

69 69 3 Library signage is clear

68 68 4 Library workshops, classes and tutorials help me with my learning and research needs

67 67 5 The Library anticipates my learning and research needs

66 66 6 Opening hours meet my needs

65 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

6313,24

12 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs

62 11 276,18

2620,21

62 10 Face to face enquiry services meet my needs

61 15 282,16,

25 23 22 19 61 Median 11 The items I’m looking for on the Library shelves are usually there

60 14 7 60 12 The Library is a good place to study

59 5,3 8 59 13 I can find a quiet place in the Library to study when I need to

58 10 58 14 I can find a place in the Library to work in a group when I need to

57 9 57 15 A computer is available when I need one

56 1 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs

55 55 17 I can get wireless access in the Library when I need to

54 4 54 18 Printing, scanning and photocopying facilities in the Library meet my needs

53 53 19 Library staff treat me fairly and without discrimination

52 52 20 Library staff are approachable and helpful

51 51 21 Library staff provide accurate answers to my enquiries

50 50 22 Library staff are readily available to assist me

49 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs

48 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs

47 47 25 Course specific resources (including short loans) meet my learning needs

46 46 26 When I am away from campus I can access the Library resources and services I need

45 45 27 The Library website is easy to use

44 44 28 Find@HKUL is easy to use

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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Legend: Gap > 2.9 Gap > 1.9 Gap > 1.4 Gap > 0.9 Gap < 0.9

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The University of Hong Kong Library Client Survey, October 2014Top 5 importance scores by demographic

Which Library do you use most?

Main Library (688 responses) Importance mean

I can get wireless access in the Library when I need to 6.40

Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs 6.37

I can find a quiet place in the Library to study when I need to 6.30

When I am away from campus I can access the Library resources and services I need 6.29

Library staff provide accurate answers to my enquiries 6.28

Dental Library (37 responses) Importance mean


A computer is available when I need one 6.39




Education Library (49 responses) Importance mean



The Library is a good place to study 6.15

Library staff are approachable and helpful 6.15


Fung Ping Shan Library (18 responses) Importance mean


The items I’m looking for on the Library shelves are usually there 6.76



Library staff are readily available to assist me 6.67

Law Library (84 responses) Importance mean




Course specific resources (including short loans) meet my learning needs 6.48


Medical Library (315 responses) Importance mean




Opening hours meet my needs 6.23


Music Library (65 responses) Importance mean


Printing, scanning and photocopying facilities in the Library meet my needs 6.07


Laptop facilities (e.g. desks, power) in the Library meet my needs 5.93


Unique factor


The University of Hong Kong Library Client Survey, October 2014Top 5 performance scores by demographic


Main Library (688 responses) Performance mean

Library staff treat me fairly and without discrimination 6.01





Dental Library (37 responses) Performance mean





Self Service (e.g. self check loans, requests, renewals, holds) meets my needs 6.03

Education Library (49 responses) Performance mean






Fung Ping Shan Library (18 responses) Performance mean




Face to face enquiry services meet my needs 6.20


Law Library (84 responses) Performance mean






Medical Library (315 responses) Performance mean






Music Library (65 responses) Performance mean


I can find a place in the Library to work in a group when I need to 6.20




Unique factor


The University of Hong Kong Library Client Survey, October 2014Top 5 gap scores by demographic


Main Library (688 responses) Gap score



Find@HKUL is easy to use 0.94



Dental Library (37 responses) Gap score






Education Library (49 responses) Gap score






Fung Ping Shan Library (18 responses) Gap score





I am informed about Library services 0.89

Law Library (84 responses) Gap score






Medical Library (315 responses) Gap score






Music Library (65 responses) Gap score






Unique factor



Top 10 factors —Which Library do you use most? - Main Library

688 responses












and research needs

6.37Library staff provide accurate



one4.82


one1.24




Library when I need to5.93 Find@HKUL is easy to use 5.23 Find@HKUL is easy to use 0.94



services I need


helpful5.89 Library signage is clear 5.24



and research needs

0.89



Library staff are readily available to

assist me5.83

Laptop facilities (e.g. desks, power) in

the Library meet my needs5.25 The Library website is easy to use 0.86




needs




helpful6.25 The Library is a good place to study 5.72








services I need

5.63 I am informed about Library services 5.35Laptop facilities (e.g. desks, power) in

the Library meet my needs0.78




my needs5.55 The Library website is easy to use 5.35








5.54 Opening hours meet my needs 5.35Course specific resources (including





688 responses


Mean Rank Mean Rank





























Mean importance scores —Which Library do you use most? - Main Library



688 responses


Mean Rank Mean Rank





























Mean performance score —Which Library do you use most? - Main Library

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688 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which Library do you use most? - Main Library

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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which Library do you use most? - Main Library

688 responses









64 24 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 13 26 12 21 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs

62 11 286,18,

27 23 22 20 19 62 Median 10 Face to face enquiry services meet my needs

61 15 25 2 61 11 The items I’m looking for on the Library shelves are usually there

6014,16


59 3 59 13 I can find a quiet place in the Library to study when I need to




55 4 55 17 I can get wireless access in the Library when I need to

54 54 18 Printing, scanning and photocopying facilities in the Library meet my needs











43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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Top 10 factors —Which Library do you use most? - Dental Library

37 responses






Library workshops, classes and

tutorials help me with my learning

and research needs

4.77 Find@HKUL is easy to use 1.15


one6.39


answers to my enquiries6.45 Find@HKUL is easy to use 4.94





and research needs


helpful6.44 I am informed about Library services 4.97 The Library website is easy to use 0.91




assist me6.35

The Library website provides useful

information5.14


one0.91





needs





services I need

0.84









and research needs

0.70

The Library is a good place to study 6.27I can find a quiet place in the Library

to study when I need to5.97 Opening hours meet my needs 5.23 Opening hours meet my needs 0.69


assist me6.26 The Library is a good place to study 5.91 The Library website is easy to use 5.30




helpful6.26




5.88 Library signage is clear 5.33Course specific resources (including





my needs5.83



services I need

5.34I can get wireless access in the





37 responses


Mean Rank Mean Rank





























Mean importance scores —Which Library do you use most? - Dental Library



37 responses


Mean Rank Mean Rank





























Mean performance score —Which Library do you use most? - Dental Library

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37 responses

Gap Importance

Mean Rank Mean Rank























Library staff are readily available to assist me -0.09 23 6.26 8

Library staff provide accurate answers to my enquiries -0.15 24 6.30 5

Library staff are approachable and helpful -0.18 25 6.26 8

Face to face enquiry services meet my needs -0.20 26 5.63 23

Library staff treat me fairly and without discrimination -0.24 27 6.26 8

Self Service (e.g. self check loans, requests, renewals, holds) meets my needs -0.24 28 5.79 20

Mean gap scores —Which Library do you use most? - Dental Library

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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which Library do you use most? - Dental Library37 responses









64 15 2413,17

64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 11 1220,22

19,21

63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs

6226,27

16 18 62 Median 10 Face to face enquiry services meet my needs

61 28 23 61 11 The items I’m looking for on the Library shelves are usually there

60 60 12 The Library is a good place to study

59 6 25 14 59 13 I can find a quiet place in the Library to study when I need to


57 57 15 A computer is available when I need one

56 5 3 9 7 10 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs





51 1 51 21 Library staff provide accurate answers to my enquiries

50 4 50 22 Library staff are readily available to assist me







43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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Top 10 factors —Which Library do you use most? - Education Library

49 responses




and research needs

6.16Library staff treat me fairly and



one4.95






helpful6.07 Find@HKUL is easy to use 4.98


one0.87

The Library is a good place to study 6.15Library staff are readily available to

assist me5.90


Library shelves are usually there4.98 Find@HKUL is easy to use 0.80


helpful6.15


answers to my enquiries5.90 I am informed about Library services 5.18



and research needs

0.67


Library when I need to6.08 The Library is a good place to study 5.88



and research needs






Library when I need to5.87 The Library website is easy to use 5.23










information0.54


Library shelves are usually there6.04 Opening hours meet my needs 5.64


information5.33 The Library website is easy to use 0.53





services I need

5.61 Library signage is clear 5.35I can find a quiet place in the Library



assist me6.02










49 responses


Mean Rank Mean Rank





























Mean importance scores —Which Library do you use most? - Education Library



49 responses


Mean Rank Mean Rank





























Mean performance score —Which Library do you use most? - Education Library

© Insync Surveys

- 36-


49 responses

Gap Importance

Mean Rank Mean Rank


























Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs -0.04 26 5.37 27



Mean gap scores —Which Library do you use most? - Education Library

© Insync Surveys

- 37-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which Library do you use most? - Education Library

49 responses









64 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs


62 2412,21

20 62 10 Face to face enquiry services meet my needs


60 11 146,13


59 2 167,23

26 19 59 Median 13 I can find a quiet place in the Library to study when I need to

5815,28

25,27

10 58 14 I can find a place in the Library to work in a group when I need to

57 5 8 57 15 A computer is available when I need one

56 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs


54 1 9 54 18 Printing, scanning and photocopying facilities in the Library meet my needs





49 4 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs






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<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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© Insync Surveys

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Top 10 factors —Which Library do you use most? - Fung Ping Shan Library

18 responses






needs

6.27The items I’m looking for on the







without discrimination6.27 The Library website is easy to use 4.82 The Library website is easy to use 1.53


helpful6.75


answers to my enquiries6.27 Find@HKUL is easy to use 5.00 Find@HKUL is easy to use 1.24




my needs6.20 I am informed about Library services 5.11




assist me6.67




one5.33 I am informed about Library services 0.89

The Library is a good place to study 6.59Library staff are approachable and

helpful6.19





services I need

0.88




6.50I can find a quiet place in the Library




and research needs




to study when I need to6.47 The Library is a good place to study 6.18


information5.50



and research needs

0.81







services I need

5.53The Library website provides useful

information0.78



and research needs

6.44




5.93

Books and articles I have requested

from other libraries and campuses

are delivered promptly


assist me0.73




18 responses


Mean Rank Mean Rank





























Mean importance scores —Which Library do you use most? - Fung Ping Shan Library



18 responses


Mean Rank Mean Rank





























Mean performance score —Which Library do you use most? - Fung Ping Shan Library

© Insync Surveys

- 41-


18 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which Library do you use most? - Fung Ping Shan Library

© Insync Surveys

- 42-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which Library do you use most? - Fung Ping Shan Library

18 responses





68 11 17 20 68 4 Library workshops, classes and tutorials help me with my learning and research needs

67 22 21 67 5 The Library anticipates my learning and research needs

66 12 66 6 Opening hours meet my needs

65 23 13 19 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 27 25 26 24 18 8 64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 2 3 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs

62 28 6,5 16 62 10 Face to face enquiry services meet my needs



59 59 13 I can find a quiet place in the Library to study when I need to
















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© Insync Surveys

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- 43-


Top 10 factors —Which Library do you use most? - Law Library

84 responses


The Library is a good place to study 6.71Library staff treat me fairly and









helpful6.37

The Library anticipates my learning







assist me6.26 Find@HKUL is easy to use 5.23











and research needs

0.88



and research needs











needs


information5.38





services I need

6.39Face to face enquiry services meet

my needs5.97 I am informed about Library services 5.38 Find@HKUL is easy to use 0.80


helpful6.38 The Library is a good place to study 5.95 Opening hours meet my needs 5.40 The Library is a good place to study 0.76





services I need

5.78



and research needs







Electronic enquiry services (e.g.

email, WhatsApp-a-Librarian) meet my5.41 Opening hours meet my needs 0.71




84 responses


Mean Rank Mean Rank





























Mean importance scores —Which Library do you use most? - Law Library



84 responses


Mean Rank Mean Rank





























Mean performance score —Which Library do you use most? - Law Library

© Insync Surveys

- 46-


84 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which Library do you use most? - Law Library

© Insync Surveys

- 47-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which Library do you use most? - Law Library

84 responses






67 12 67 5 The Library anticipates my learning and research needs

66 13 17 66 6 Opening hours meet my needs

65 25 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 24 26 21 20 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 11 18 16 22 19 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs

62 1423,27

62 Median 10 Face to face enquiry services meet my needs

61 6,2 7 61 11 The items I’m looking for on the Library shelves are usually there

60 283,15

8,10

60 12 The Library is a good place to study

















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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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© Insync Surveys

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- 48-


Top 10 factors —Which Library do you use most? - Medical Library

315 responses



















helpful6.04 I am informed about Library services 5.53



Opening hours meet my needs 6.23Library staff are readily available to

assist me6.03



and research needs





services I need


Library when I need to5.97 Find@HKUL is easy to use 5.56 The Library website is easy to use 0.58


work in a group when I need to6.20 The Library is a good place to study 5.91





and research needs

6.19



services I need

5.82 The Library website is easy to use 5.59A computer is available when I need

one0.49









and research needs

0.47





needs

5.80


email, WhatsApp-a-Librarian) meet my

needs



helpful6.17




5.77





information0.43




315 responses


Mean Rank Mean Rank





























Mean importance scores —Which Library do you use most? - Medical Library



315 responses


Mean Rank Mean Rank





























Mean performance score —Which Library do you use most? - Medical Library

© Insync Surveys

- 51-


315 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which Library do you use most? - Medical Library

© Insync Surveys

- 52-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which Library do you use most? - Medical Library

315 responses











62 1814,27

6,24

26 20 21 62 10 Face to face enquiry services meet my needs

61 112,15

16 22 19 61 Median 11 The items I’m looking for on the Library shelves are usually there

607,28

25 23 60 12 The Library is a good place to study

59 5 8,3 59 13 I can find a quiet place in the Library to study when I need to
















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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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© Insync Surveys

Imp

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- 53-


Top 10 factors —Which Library do you use most? - Music Library

65 responses









work in a group when I need to6.20 The Library website is easy to use 5.37 Find@HKUL is easy to use 0.23












to study when I need to6.13 Library signage is clear 5.67


one0.03


one5.92 The Library is a good place to study 6.13


information5.70





and research needs


helpful6.07




short loans) meet my learning needs-0.02




and research needs

6.05




5.83



services I need

-0.12



services I need






information-0.12








and research needs

5.85



and research needs

-0.15




assist me6.03 I am informed about Library services 5.85




-0.15




65 responses


Mean Rank Mean Rank





























Mean importance scores —Which Library do you use most? - Music Library



65 responses


Mean Rank Mean Rank





























Mean performance score —Which Library do you use most? - Music Library

© Insync Surveys

- 56-


65 responses

Gap Importance

Mean Rank Mean Rank






Course specific resources (including short loans) meet my learning needs -0.02 6 5.82 11

When I am away from campus I can access the Library resources and services I need -0.12 7 5.85 8

The Library website provides useful information -0.12 8 5.58 20

Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs -0.15 9 5.90 6

Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs -0.15 10 5.85 8

I can find a quiet place in the Library to study when I need to -0.18 11 5.95 3

Library signage is clear -0.20 12 5.47 27

Opening hours meet my needs -0.21 13 5.65 17

Laptop facilities (e.g. desks, power) in the Library meet my needs -0.22 14 5.93 4

The Library anticipates my learning and research needs -0.23 15 5.55 22

The Library is a good place to study -0.24 16 5.89 7


Books and articles I have requested from other libraries and campuses are delivered promptly -0.25 18 5.58 21

I can get wireless access in the Library when I need to -0.28 19 6.13 1



I am informed about Library services -0.35 22 5.51 26


I can find a place in the Library to work in a group when I need to -0.37 24 5.83 10





Mean gap scores —Which Library do you use most? - Music Library

© Insync Surveys

- 57-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which Library do you use most? - Music Library

65 responses














59 1523,

24,26 12 16 59 13 I can find a quiet place in the Library to study when I need to

58 25 21 14 58 14 I can find a place in the Library to work in a group when I need to

57 27 11 68,22

20 57 Median 15 A computer is available when I need one

56 2 7 19 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs

55 28 3 5 9,1 10 55 17 I can get wireless access in the Library when I need to












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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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© Insync Surveys

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- 58-



HKU CURRENT STAFF OR STUDENT - Architecture (32 responses) Importance mean






HKU CURRENT STAFF OR STUDENT - Arts (118 responses) Importance mean





Books and articles I have requested from other libraries and campuses are delivered promptly 6.19

HKU CURRENT STAFF OR STUDENT - Business and Economics (63 responses) Importance mean






HKU CURRENT STAFF OR STUDENT - Dentistry (33 responses) Importance mean






HKU CURRENT STAFF OR STUDENT - Education (103 responses) Importance mean






HKU CURRENT STAFF OR STUDENT - Engineering (77 responses) Importance mean






HKU CURRENT STAFF OR STUDENT - Law (62 responses) Importance mean






Unique factor




HKU CURRENT STAFF OR STUDENT - Medicine (288 responses) Importance mean






HKU CURRENT STAFF OR STUDENT - Science (114 responses) Importance mean






HKU CURRENT STAFF OR STUDENT - Social Sciences (95 responses) Importance mean






HKU CURRENT STAFF OR STUDENT - Other (27 responses) Importance mean






SPACE - Student (82 responses) Importance mean






SPACE - Staff (12 responses) Importance mean






CENTENNIAL COLLEGE - Student (98 responses) Importance mean






Unique factor




CENTENNIAL COLLEGE - Staff (16 responses) Importance mean




The Library website provides useful information 6.50


OTHERS - Alumni (22 responses) Importance mean






Unique factor




HKU CURRENT STAFF OR STUDENT - Architecture (32 responses) Performance mean






HKU CURRENT STAFF OR STUDENT - Arts (118 responses) Performance mean






HKU CURRENT STAFF OR STUDENT - Business and Economics (63 responses) Performance mean






HKU CURRENT STAFF OR STUDENT - Dentistry (33 responses) Performance mean






HKU CURRENT STAFF OR STUDENT - Education (103 responses) Performance mean






HKU CURRENT STAFF OR STUDENT - Engineering (77 responses) Performance mean






HKU CURRENT STAFF OR STUDENT - Law (62 responses) Performance mean






Unique factor




HKU CURRENT STAFF OR STUDENT - Medicine (288 responses) Performance mean






HKU CURRENT STAFF OR STUDENT - Science (114 responses) Performance mean






HKU CURRENT STAFF OR STUDENT - Social Sciences (95 responses) Performance mean






HKU CURRENT STAFF OR STUDENT - Other (27 responses) Performance mean






SPACE - Student (82 responses) Performance mean






SPACE - Staff (12 responses) Performance mean



The Library anticipates my learning and research needs 5.44

Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs 5.44


CENTENNIAL COLLEGE - Student (98 responses) Performance mean






Unique factor




CENTENNIAL COLLEGE - Staff (16 responses) Performance mean






OTHERS - Alumni (22 responses) Performance mean






Unique factor




HKU CURRENT STAFF OR STUDENT - Architecture (32 responses) Gap score






HKU CURRENT STAFF OR STUDENT - Arts (118 responses) Gap score






HKU CURRENT STAFF OR STUDENT - Business and Economics (63 responses) Gap score






HKU CURRENT STAFF OR STUDENT - Dentistry (33 responses) Gap score






HKU CURRENT STAFF OR STUDENT - Education (103 responses) Gap score






HKU CURRENT STAFF OR STUDENT - Engineering (77 responses) Gap score






HKU CURRENT STAFF OR STUDENT - Law (62 responses) Gap score






Unique factor




HKU CURRENT STAFF OR STUDENT - Medicine (288 responses) Gap score






HKU CURRENT STAFF OR STUDENT - Science (114 responses) Gap score






HKU CURRENT STAFF OR STUDENT - Social Sciences (95 responses) Gap score






HKU CURRENT STAFF OR STUDENT - Other (27 responses) Gap score






SPACE - Student (82 responses) Gap score






SPACE - Staff (12 responses) Gap score






CENTENNIAL COLLEGE - Student (98 responses) Gap score






Unique factor




CENTENNIAL COLLEGE - Staff (16 responses) Gap score





Library signage is clear 1.43

OTHERS - Alumni (22 responses) Gap score






Unique factor



Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Architecture

32 responses


















needs

5.83A computer is available when I need

one4.63


one1.33




answers to my enquiries5.83 Library signage is clear 4.90



and research needs

1.22

Find@HKUL is easy to use 6.35 The Library is a good place to study 5.71 The Library website is easy to use 5.00 The Library website is easy to use 1.14


helpful6.31


helpful5.66



and research needs





and research needs


assist me5.59






0.92








and research needs

5.12



services I need

0.88






and research needs5.13 Opening hours meet my needs 0.88

The Library website is easy to use 6.14Face to face enquiry services meet

my needs5.45 Opening hours meet my needs 5.19






32 responses


Mean Rank Mean Rank





























Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Architecture



32 responses


Mean Rank Mean Rank





























Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Architecture

© Insync Surveys

- 70-


32 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Architecture

© Insync Surveys

- 71-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Architecture

32 responses








6517,19

65 7 Books and articles I have requested from other libraries and campuses are delivered promptly


63 28 24 20 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs


61 276,26

25 13 61 Median 11 The items I’m looking for on the Library shelves are usually there

60 11 15 16 2 22 60 12 The Library is a good place to study



57 3 10 8 57 15 A computer is available when I need one





52 4 52 20 Library staff are approachable and helpful









43 43

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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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© Insync Surveys

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- 72-


Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Arts

118 responses





Library when I need to6.10 Find@HKUL is easy to use 4.98





and research needs




Library shelves are usually there5.04 Find@HKUL is easy to use 1.06






one5.21 The Library website is easy to use 0.80






one0.71




6.19



needs

5.86 The Library website is easy to use 5.32



and research needs

0.61



services I need

6.18



services I need












0.56


helpful6.15


email, WhatsApp-a-Librarian) meet my5.78






assist me6.13 The Library is a good place to study 5.72






my needs5.72



and research needs

5.55 Library signage is clear 0.43




118 responses


Mean Rank Mean Rank





























Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Arts



118 responses


Mean Rank Mean Rank





























Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Arts

© Insync Surveys

- 75-


118 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Arts

© Insync Surveys

- 76-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Arts

118 responses










63 24 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs

62 117,18

2620,21


61 27 25 13 22 61 11 The items I’m looking for on the Library shelves are usually there

60 28 6 23 19 60 Median 12 The Library is a good place to study

59 15 5 212,16

















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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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© Insync Surveys

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x1

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- 77-


Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Business and Economics

63 responses





one4.57










one1.46


helpful5.90




4.88 Opening hours meet my needs 1.31

Opening hours meet my needs 6.34Library staff treat me fairly and

without discrimination5.86 I am informed about Library services 4.88





and research needs












information4.98



and research needs

1.00




assist me5.76







services I need

6.15



needs





0.93




my needs5.51 Opening hours meet my needs 5.03 Library signage is clear 0.90


helpful6.10




5.44 Library signage is clear 5.05 Find@HKUL is easy to use 0.89




63 responses


Mean Rank Mean Rank





























Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Business and

Economics



63 responses


Mean Rank Mean Rank





























Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Business and Economics

© Insync Surveys

- 80-


63 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Business and Economics

© Insync Surveys

- 81-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Business and Economics

63 responses











62 1118,26




59 283,25


58 7 2 58 14 I can find a place in the Library to work in a group when I need to



55 1 10 55 17 I can get wireless access in the Library when I need to












43 43

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33 33

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<31 <31

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Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Dentistry

33 responses







one1.31


one6.50


helpful6.33 I am informed about Library services 5.00 Find@HKUL is easy to use 1.25







and research needs





and research needs


assist me6.24


one5.19



services I need

1.00




needs


information5.24






Library when I need to5.94 The Library website is easy to use 5.25 The Library website is easy to use 0.94



services I need

6.30




5.88Laptop facilities (e.g. desks, power) in





assist me6.30






answers to my enquiries6.30 The Library is a good place to study 5.84



services I need

5.30



and research needs

0.76




my needs5.79








33 responses


Mean Rank Mean Rank





























Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Dentistry



33 responses


Mean Rank Mean Rank





























Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Dentistry

© Insync Surveys

- 85-


33 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Dentistry

© Insync Surveys

- 86-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Dentistry

33 responses










6311,

16,26 18 12 22 20 21 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs

626,27









54 4,2 54 18 Printing, scanning and photocopying facilities in the Library meet my needs











43 43

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41 41

40 40

39 39

38 38

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36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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© Insync Surveys

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x1

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- 87-


Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Education

103 responses




and research needs












one5.02


one1.11


Library shelves are usually there6.37 The Library is a good place to study 6.04







services I need





and research needs

0.84




helpful5.95






0.71


helpful6.34



needs

5.92 I am informed about Library services 5.51 Find@HKUL is easy to use 0.71




assist me5.85









to study when I need to5.82 Find@HKUL is easy to use 5.55 The Library website is easy to use 0.65





services I need





services I need

0.58

The Library is a good place to study 6.27Electronic enquiry services (e.g.

email, WhatsApp-a-Librarian) meet my5.73 The Library website is easy to use 5.60






103 responses


Mean Rank Mean Rank





























Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Education



103 responses


Mean Rank Mean Rank





























Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Education

© Insync Surveys

- 90-


103 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Education

© Insync Surveys

- 91-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Education

103 responses









64 11 26 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

63 2523,

27,28 13 2012,21


62 14 18 22 8 19 62 Median 10 Face to face enquiry services meet my needs

61 15 6,2 61 11 The items I’m looking for on the Library shelves are usually there

603,16



589,10

58 14 I can find a place in the Library to work in a group when I need to















43 43

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<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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- 92-


Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Engineering

77 responses







one4.97








one0.92




the Library meet my needs5.22 The Library website is easy to use 0.87





services I need

5.80 The Library website is easy to use 5.26Laptop facilities (e.g. desks, power) in





needs

5.78



needs


information0.67


assist me5.72 Find@HKUL is easy to use 5.38 Find@HKUL is easy to use 0.64


information6.09




information5.43 Opening hours meet my needs 0.60









services I need

6.07








and research needs

0.50














77 responses


Mean Rank Mean Rank





























Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Engineering



77 responses


Mean Rank Mean Rank





























Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Engineering

© Insync Surveys

- 95-


77 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Engineering

© Insync Surveys

- 96-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Engineering

77 responses












61 11 27 2 6 26 61 11 The items I’m looking for on the Library shelves are usually there

60 16 2818,24

2520,

21,23 60 Median 12 The Library is a good place to study

59 15 5 228,19

59 13 I can find a quiet place in the Library to study when I need to




55 9 7,4 55 17 I can get wireless access in the Library when I need to












43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

dia

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© Insync Surveys

Imp

ort

an

cem

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ns

x1

0

- 97-


Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Law

62 responses

















helpful6.36







and research needs


assist me6.25



needs










services I need

6.60



needs

6.05Course specific resources (including




and research needs

1.04





services I need





0.98


answers to my enquiries6.53 The Library is a good place to study 5.96 Opening hours meet my needs 5.37







my needs5.94


information5.41



Opening hours meet my needs 6.45Laptop facilities (e.g. desks, power) in



to study when I need to5.43 The Library website is easy to use 0.84




62 responses


Mean Rank Mean Rank





























Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Law



62 responses


Mean Rank Mean Rank





























Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Law

© Insync Surveys

- 100-


62 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Law

© Insync Surveys

- 101-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Law62 responses





68 13 12 17 68 4 Library workshops, classes and tutorials help me with my learning and research needs




64 23 18 1619,20

64 Median 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs


625,27

2 8 62 10 Face to face enquiry services meet my needs



















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

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31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

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dia

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© Insync Surveys

Imp

ort

an

cem

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x1

0

- 102-


Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Medicine

288 responses













assist me6.03





The Library is a good place to study 6.27Library staff provide accurate






services I need


helpful6.01



and research needs





and research needs


Library when I need to5.95 I am informed about Library services 5.53 The Library website is easy to use 0.58







and research needs

0.53





services I need

5.81 The Library website is easy to use 5.54 Find@HKUL is easy to use 0.53




needs




one0.53


helpful6.18




one5.58 Opening hours meet my needs 0.51


facilities in the Library meet my needs6.18 Library signage is clear 5.75





services I need

0.42




288 responses


Mean Rank Mean Rank





























Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Medicine



288 responses


Mean Rank Mean Rank





























Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Medicine

© Insync Surveys

- 105-


288 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Medicine

© Insync Surveys

- 106-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Medicine

288 responses










6312,17


62 18 146,24

2620,21


61 11 27 152,23


60 28 25 7 8 60 12 The Library is a good place to study

















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

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31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

dia

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© Insync Surveys

Imp

ort

an

cem

ea

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x1

0

- 107-


Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Science

114 responses







one4.78


one1.51




helpful6.18











and research needs










Library when I need to5.79 Library signage is clear 5.23




one6.29


my needs5.76





and research needs

0.81





needs





Opening hours meet my needs 6.28 The Library is a good place to study 5.73The Library website provides useful

information5.42 Opening hours meet my needs 0.80



services I need

6.26



services I need

5.73



and research needs

5.45 The Library is a good place to study 0.72


helpful6.24




facilities in the Library meet my needs5.46 Find@HKUL is easy to use 0.71




114 responses


Mean Rank Mean Rank





























Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Science



114 responses


Mean Rank Mean Rank





























Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Science

© Insync Surveys

- 110-


114 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Science

© Insync Surveys

- 111-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Science

114 responses










63 156,18


62 11 1627,28




















43 43

42 42

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39 39

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36 36

35 35

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33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

dia

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© Insync Surveys

Imp

ort

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x1

0

- 112-


Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Social Sciences

95 responses




and research needs




one4.84


one1.32



services I need
















Library when I need to5.98 Library signage is clear 5.09 Find@HKUL is easy to use 1.05


assist me5.89 The Library website is easy to use 5.13 The Library website is easy to use 0.97





services I need





and research needs

0.86




6.19



needs












one6.16











5.55 Opening hours meet my needs 5.31 Library signage is clear 0.67




95 responses


Mean Rank Mean Rank





























Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Social Sciences



95 responses


Mean Rank Mean Rank





























Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Social Sciences

© Insync Surveys

- 115-


95 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Social Sciences

© Insync Surveys

- 116-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Social Sciences

95 responses











62 15 13 23 21 62 10 Face to face enquiry services meet my needs

61 11 28 27 2 22 20 19 61 Median 11 The items I’m looking for on the Library shelves are usually there

60 166,25


59 7 8 59 13 I can find a quiet place in the Library to study when I need to
















43 43

42 42

41 41

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39 39

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36 36

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33 33

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31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

dia

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© Insync Surveys

Imp

ort

an

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x1

0

- 117-


Top 10 factors —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Other

27 responses












and research needs


helpful5.92 Find@HKUL is easy to use 4.90 The Library website is easy to use 0.96


helpful6.12


assist me5.88








6.10 Opening hours meet my needs 5.88Course specific resources (including

short loans) meet my learning needs4.94 Find@HKUL is easy to use 0.76

The Library website is easy to use 6.08I can get wireless access in the



one5.00



and research needs

0.73


assist me6.08



needs

5.75 I am informed about Library services 5.00




0.64







facilities in the Library meet my needs5.00 Library signage is clear 0.58







one0.55



services I need


my needs5.73


the Library meet my needs5.11 I am informed about Library services 0.54





services I need

5.71 The Library website is easy to use 5.13The Library website provides useful

information0.54




27 responses


Mean Rank Mean Rank





























Mean importance scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Other



27 responses


Mean Rank Mean Rank





























Mean performance score —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Other

© Insync Surveys

- 120-


27 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Other

© Insync Surveys

- 121-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - HKU CURRENT STAFF OR STUDENT - Other

27 responses












61 27 720,22

61 11 The items I’m looking for on the Library shelves are usually there

60 11 2321,26



58 2 10 58 Median 14 I can find a place in the Library to work in a group when I need to

5725,28

912,13

57 15 A computer is available when I need one

563,15

56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs

551,18



53 5 4 53 19 Library staff treat me fairly and without discrimination










43 43

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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

dia

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© Insync Surveys

Imp

ort

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x1

0

- 122-


Top 10 factors —Which category describes you? - SPACE - Student

82 responses











without discrimination6.14 Opening hours meet my needs 5.31 Opening hours meet my needs 1.09

Opening hours meet my needs 6.40I can get wireless access in the







helpful6.06





and research needs

0.73







The Library website is easy to use 6.34 The Library is a good place to study 5.92 Find@HKUL is easy to use 5.51



services I need

0.65



and research needs

6.32



needs

5.91



services I need



helpful6.30






information0.62


assist me6.30



and research needs

5.77



and research needs









information5.63






82 responses


Mean Rank Mean Rank





























Mean importance scores —Which category describes you? - SPACE - Student



82 responses


Mean Rank Mean Rank





























Mean performance score —Which category describes you? - SPACE - Student

© Insync Surveys

- 125-


82 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which category describes you? - SPACE - Student

© Insync Surveys

- 126-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - SPACE - Student

82 responses










63 272,24

13 2219,20


62 5 26 18 62 Median 10 Face to face enquiry services meet my needs

61 28 253,23

14 8 61 11 The items I’m looking for on the Library shelves are usually there

60 11 7,19,16


















43 43

42 42

41 41

40 40

39 39

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36 36

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33 33

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<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

dia

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© Insync Surveys

Imp

ort

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x1

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- 127-


Top 10 factors —Which category describes you? - SPACE - Staff

12 responses






needs

5.60 Find@HKUL is easy to use 4.70The items I’m looking for on the




and research needs

6.20 The Library is a good place to study 5.50Face to face enquiry services meet

my needs4.73



services I need

1.20







services I need

4.80



and research needs

1.20



services I need

6.00




5.44



needs




Library when I need to6.00 Opening hours meet my needs 5.42


assist me4.83


assist me1.00


helpful6.00 I am informed about Library services 5.27




helpful1.00










and research needs





Opening hours meet my needs 6.00I can find a place in the Library to











and research needs





12 responses


Mean Rank Mean Rank





























Mean importance scores —Which category describes you? - SPACE - Staff



12 responses


Mean Rank Mean Rank





























Mean performance score —Which category describes you? - SPACE - Staff

© Insync Surveys

- 130-


12 responses

Gap Importance

Mean Rank Mean Rank




























The Library anticipates my learning and research needs -0.11 28 5.33 28

Mean gap scores —Which category describes you? - SPACE - Staff

© Insync Surveys

- 131-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - SPACE - Staff

12 responses













60 26 17 203,27


59 137,16


58 2215,21

2,18

12 8 58 Median 14 I can find a place in the Library to work in a group when I need to



55 10 9 14 55 17 I can get wireless access in the Library when I need to

54 4,1 54 18 Printing, scanning and photocopying facilities in the Library meet my needs

53 5 53 19 Library staff treat me fairly and without discrimination










43 43

42 42

41 41

40 40

39 39

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33 33

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31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

dia

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© Insync Surveys

Imp

ort

an

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x1

0

- 132-


Top 10 factors —Which category describes you? - CENTENNIAL COLLEGE - Student

98 responses












services I need




one5.16


one0.90



and research needs


helpful6.20 Opening hours meet my needs 5.17 Opening hours meet my needs 0.85








Library when I need to5.96 Library signage is clear 5.39












and research needs

0.65


assist me6.28



services I need


facilities in the Library meet my needs5.52 The Library is a good place to study 0.64


helpful6.28


my needs5.73


to study when I need to5.52 I am informed about Library services 0.62


without discrimination6.28 The Library is a good place to study 5.70



and research needs




facilities in the Library meet my needs6.25 The Library website is easy to use 5.69


work in a group when I need to5.54 Library signage is clear 0.58




98 responses


Mean Rank Mean Rank





























Mean importance scores —Which category describes you? - CENTENNIAL COLLEGE - Student



98 responses


Mean Rank Mean Rank





























Mean performance score —Which category describes you? - CENTENNIAL COLLEGE - Student

© Insync Surveys

- 135-


98 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which category describes you? - CENTENNIAL COLLEGE - Student

© Insync Surveys

- 136-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - CENTENNIAL COLLEGE - Student98 responses










6313,18

12,24

2619,20

21,22 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs

622,27


61 11 1514,25

16,28

61 Median 11 The items I’m looking for on the Library shelves are usually there

60 6 3,1 8 60 12 The Library is a good place to study

59 57,10

















43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

dia

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© Insync Surveys

Imp

ort

an

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x1

0

- 137-


Top 10 factors —Which category describes you? - CENTENNIAL COLLEGE - Staff

16 responses


The Library website is easy to use 6.70 The Library is a good place to study 5.82The items I’m looking for on the




Find@HKUL is easy to use 6.64I can find a place in the Library to















information6.50


answers to my enquiries5.67 Library signage is clear 4.86 The Library website is easy to use 1.45

The Library is a good place to study 6.45I can find a quiet place in the Library



email, WhatsApp-a-Librarian) meet my5.00 Library signage is clear 1.43







services I need



helpful6.42



and research needs

5.50 Opening hours meet my needs 5.15Library staff are approachable and

helpful1.25


assist me6.42




helpful5.17


information1.21







and research needs

5.17



and research needs

1.20



and research needs


my needs5.38



needs

5.23



services I need

1.19




16 responses


Mean Rank Mean Rank





























Mean importance scores —Which category describes you? - CENTENNIAL COLLEGE - Staff



16 responses


Mean Rank Mean Rank





























Mean performance score —Which category describes you? - CENTENNIAL COLLEGE - Staff

© Insync Surveys

- 140-


16 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which category describes you? - CENTENNIAL COLLEGE - Staff

© Insync Surveys

- 141-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - CENTENNIAL COLLEGE - Staff

16 responses






67 27 67 5 The Library anticipates my learning and research needs


65 2 12 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 2520,24


63 3 26 23 10 13 63 Median 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs

62 11 6 15 62 10 Face to face enquiry services meet my needs

61 8 74,18

17 61 11 The items I’m looking for on the Library shelves are usually there


















43 43

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41 41

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39 39

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36 36

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34 34

33 33

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31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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x1

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- 142-


Top 10 factors —Which category describes you? - OTHERS - Alumni

22 responses



without discrimination6.28 Find@HKUL is easy to use 4.80






assist me6.17



services I need


one0.78


helpful6.28




and research needs5.07 The Library website is easy to use 0.58








information6.15


helpful6.11


one5.11









and research needs


Library signage is clear 6.05Face to face enquiry services meet

my needs5.79





services I need

0.49

The Library website is easy to use 6.00The Library website provides useful

information5.75






assist me6.00







Opening hours meet my needs 5.90 Opening hours meet my needs 5.70



and research needs


information0.40




22 responses


Mean Rank Mean Rank





























Mean importance scores —Which category describes you? - OTHERS - Alumni



22 responses


Mean Rank Mean Rank





























Mean performance score —Which category describes you? - OTHERS - Alumni

© Insync Surveys

- 145-


22 responses

Gap Importance

Mean Rank Mean Rank



















I can get wireless access in the Library when I need to -0.06 19 5.65 16

Course specific resources (including short loans) meet my learning needs -0.08 20 5.15 25

Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs -0.12 21 5.18 24








Mean gap scores —Which category describes you? - OTHERS - Alumni

© Insync Surveys

- 146-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which category describes you? - OTHERS - Alumni

22 responses














5911,15


58 18 23 16 58 Median 14 I can find a place in the Library to work in a group when I need to





5326,28


527,25









44 4 44 28 Find@HKUL is easy to use

43 43

42 42

41 41

40 40

39 39

38 38

37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

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© Insync Surveys

Imp

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x1

0

- 147-



Undergraduate student (669 responses) Importance mean






Postgraduate student (415 responses) Importance mean






Academic staff (53 responses) Importance mean






Non-academic staff (79 responses) Importance mean






Not Applicable (18 responses) Importance mean






Unique factor




Undergraduate student (669 responses) Performance mean






Postgraduate student (415 responses) Performance mean






Academic staff (53 responses) Performance mean






Non-academic staff (79 responses) Performance mean






Not Applicable (18 responses) Performance mean






Unique factor




Undergraduate student (669 responses) Gap score






Postgraduate student (415 responses) Gap score






Academic staff (53 responses) Gap score






Non-academic staff (79 responses) Gap score






Not Applicable (18 responses) Gap score






Unique factor



Top 10 factors —Which of the following best describes you if you are a current HKU staff or student? - Undergraduate student

669 responses













helpful5.95


one5.09


one1.02








assist me5.93 Find@HKUL is easy to use 5.25 Find@HKUL is easy to use 0.77



and research needs





and research needs



answers to my enquiries6.14 The Library is a good place to study 5.82 The Library website is easy to use 5.33




helpful6.12









needs




and research needs

0.68




services I need

5.64







one6.12


my needs5.61








669 responses


Mean Rank Mean Rank





























Mean importance scores —Which of the following best describes you if you are a current HKU staff or student? -

Undergraduate student



669 responses


Mean Rank Mean Rank





























Mean performance score —Which of the following best describes you if you are a current HKU staff or student? -

Undergraduate student

© Insync Surveys

- 153-


669 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which of the following best describes you if you are a current HKU staff or student? - Undergraduate

student

© Insync Surveys

- 154-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which of the following best describes you if you are a current HKU staff or student? - Undergraduate student

669 responses












61 11 15 276,14,

16 2621,22

19,20

61 Median 11 The items I’m looking for on the Library shelves are usually there

60 28 25 23 60 12 The Library is a good place to study

59 7,2 59 13 I can find a quiet place in the Library to study when I need to

58 5,3 8 58 14 I can find a place in the Library to work in a group when I need to















43 43

42 42

41 41

40 40

39 39

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37 37

36 36

35 35

34 34

33 33

32 32

31 31

<31 <31

<31 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70

Me

dia

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© Insync Surveys

Imp

ort

an

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x1

0

- 155-


Top 10 factors —Which of the following best describes you if you are a current HKU staff or student? - Postgraduate student

415 responses




and research needs









services I need








answers to my enquiries6.13 Opening hours meet my needs 5.43








one0.72


helpful6.32


assist me6.04


work in a group when I need to5.55 Find@HKUL is easy to use 0.71





needs

5.96 The Library website is easy to use 5.56 The Library website is easy to use 0.71

The Library is a good place to study 6.30 The Library is a good place to study 5.89I can find a quiet place in the Library




and research needs

0.69




services I need






information6.26












and research needs




services I need

0.57




415 responses


Mean Rank Mean Rank






























Postgraduate student



415 responses


Mean Rank Mean Rank





























Mean performance score —Which of the following best describes you if you are a current HKU staff or student? - Postgraduate

student

© Insync Surveys

- 158-


415 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which of the following best describes you if you are a current HKU staff or student? - Postgraduate student

© Insync Surveys

- 159-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which of the following best describes you if you are a current HKU staff or student? - Postgraduate student

415 responses









64 24 26 21 17 64 8 Self Service (e.g. self check loans, requests, renewals, holds) meets my needs

6313,27


62 11 6 2818,25


61 5 16 7 8 61 11 The items I’m looking for on the Library shelves are usually there

60 153,14


59 9,14,10

















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Top 10 factors —Which of the following best describes you if you are a current HKU staff or student? - Academic staff

53 responses


The Library website is easy to use 6.78Library staff treat me fairly and



and research needs4.79 Find@HKUL is easy to use 1.50



and research needs




Library shelves are usually there4.94 The Library website is easy to use 1.42



services I need












and research needs

1.28


helpful6.57



services I need






1.10





and research needs








5.78 The Library website is easy to use 5.36 Library signage is clear 1.00




needs


one5.37



services I need

0.86


assist me6.52


assist me5.69




information0.85




my needs5.67








53 responses


Mean Rank Mean Rank






























Academic staff



53 responses


Mean Rank Mean Rank





























Mean performance score —Which of the following best describes you if you are a current HKU staff or student? - Academic

staff

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53 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which of the following best describes you if you are a current HKU staff or student? - Academic staff

© Insync Surveys

- 164-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which of the following best describes you if you are a current HKU staff or student? - Academic staff53 responses





68 27 68 4 Library workshops, classes and tutorials help me with my learning and research needs

67 24 23 26 67 5 The Library anticipates my learning and research needs

66 2820,21




63 11 2 10 63 Median 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs

62 9,8 62 10 Face to face enquiry services meet my needs

6113,16



















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Top 10 factors —Which of the following best describes you if you are a current HKU staff or student? - Non-academic staff

79 responses











without discrimination6.21 Opening hours meet my needs 5.95 Library signage is clear 5.07


information0.75



and research needs


helpful5.85


one5.20


one0.73


helpful6.19




5.83 Find@HKUL is easy to use 5.24 The Library website is easy to use 0.73









services I need

6.16



needs

5.76 I am informed about Library services 5.30 Find@HKUL is easy to use 0.71


assist me5.76





and research needs

0.68


assist me6.13


my needs5.72


information5.34






6.11 The Library is a good place to study 5.67Laptop facilities (e.g. desks, power) in




services I need

0.60


information6.09






0.58




79 responses


Mean Rank Mean Rank





























Mean importance scores —Which of the following best describes you if you are a current HKU staff or student? - Non-

academic staff



79 responses


Mean Rank Mean Rank





























Mean performance score —Which of the following best describes you if you are a current HKU staff or student? - Non-academic

staff

© Insync Surveys

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79 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which of the following best describes you if you are a current HKU staff or student? - Non-academic staff

© Insync Surveys

- 169-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which of the following best describes you if you are a current HKU staff or student? - Non-academic staff

79 responses











62 24 26 1720,21


61 11 2 27 237,22




58 3 16 9 10 58 14 I can find a place in the Library to work in a group when I need to


561,14














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Top 10 factors —Which of the following best describes you if you are a current HKU staff or student? - Not Applicable

18 responses



without discrimination5.88 Find@HKUL is easy to use 4.20 Find@HKUL is easy to use 1.67







services I need







and research needs

4.47



services I need

1.47


helpful6.25


assist me5.76








helpful5.75





and research needs

1.00


assist me6.18


my needs5.65






information5.59





The Library website is easy to use 6.06 I am informed about Library services 5.53








needs

5.47 Opening hours meet my needs 5.06A computer is available when I need

one0.81


Library shelves are usually there6.00 Library signage is clear 5.41








18 responses


Mean Rank Mean Rank





























Mean importance scores —Which of the following best describes you if you are a current HKU staff or student? - Not

Applicable



18 responses


Mean Rank Mean Rank





























Mean performance score —Which of the following best describes you if you are a current HKU staff or student? - Not Applicable

© Insync Surveys

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18 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —Which of the following best describes you if you are a current HKU staff or student? - Not Applicable

© Insync Surveys

- 174-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —Which of the following best describes you if you are a current HKU staff or student? - Not Applicable

18 responses










6320,21





59 28 26 16 3 59 Median 13 I can find a quiet place in the Library to study when I need to



56 7 14 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs

55 24 9 8 55 17 I can get wireless access in the Library when I need to








47 4 47 25 Course specific resources (including short loans) meet my learning needs




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Daily (292 responses) Importance mean






2-4 days a week (510 responses) Importance mean






Weekly (254 responses) Importance mean






Fortnightly (65 responses) Importance mean






Monthly (81 responses) Importance mean






Rarely (i.e. a few times a year) (45 responses) Importance mean






Unique factor




Daily (292 responses) Performance mean






2-4 days a week (510 responses) Performance mean






Weekly (254 responses) Performance mean






Fortnightly (65 responses) Performance mean






Monthly (81 responses) Performance mean






Rarely (i.e. a few times a year) (45 responses) Performance mean






Unique factor




Daily (292 responses) Gap score






2-4 days a week (510 responses) Gap score






Weekly (254 responses) Gap score






Fortnightly (65 responses) Gap score






Monthly (81 responses) Gap score






Rarely (i.e. a few times a year) (45 responses) Gap score






Unique factor



Top 10 factors —How often do you come into the Library? - Daily

292 responses











assist me6.13 Opening hours meet my needs 5.37




helpful6.13


one5.51










one0.71


the Library meet my needs6.30 The Library is a good place to study 6.00 I am informed about Library services 5.68





and research needs










needs




and research needs

0.54





services I need

5.95 Find@HKUL is easy to use 5.73 The Library website is easy to use 0.46


helpful6.28


my needs5.90







services I need

6.25





the Library meet my needs5.76 The Library is a good place to study 0.43




292 responses


Mean Rank Mean Rank





























Mean importance scores —How often do you come into the Library? - Daily



292 responses


Mean Rank Mean Rank





























Mean performance score —How often do you come into the Library? - Daily

© Insync Surveys

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292 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often do you come into the Library? - Daily

© Insync Surveys

- 182-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you come into the Library? - Daily

292 responses









64 1812,17


63 616,24


62 11 15 272,14

2319,22


615,28

7,25



















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Top 10 factors —How often do you come into the Library? - 2-4 days a week

510 responses















one5.10


one0.87





and research needs


helpful5.97








assist me5.92 The Library website is easy to use 5.38 The Library website is easy to use 0.72









services I need

6.18



needs














my needs5.66 Library signage is clear 5.42



and research needs

0.67




services I need


facilities in the Library meet my needs5.44 Opening hours meet my needs 0.66




510 responses


Mean Rank Mean Rank





























Mean importance scores —How often do you come into the Library? - 2-4 days a week



510 responses


Mean Rank Mean Rank





























Mean performance score —How often do you come into the Library? - 2-4 days a week

© Insync Surveys

- 186-


510 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often do you come into the Library? - 2-4 days a week

© Insync Surveys

- 187-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you come into the Library? - 2-4 days a week

510 responses











62 18 2620,21


61 1114,27

6,16


60 1525,28


















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Top 10 factors —How often do you come into the Library? - Weekly

254 responses













one5.11


one1.00



services I need


helpful6.05 Find@HKUL is easy to use 5.15 Find@HKUL is easy to use 0.96



and research needs


answers to my enquiries6.02 I am informed about Library services 5.23 The Library website is easy to use 0.82




assist me5.88 Library signage is clear 5.28







needs




and research needs

0.67

The Library website is easy to use 6.20 The Library is a good place to study 5.74The Library anticipates my learning





helpful6.20



services I need

5.73



and research needs













information5.42


information0.58




254 responses


Mean Rank Mean Rank





























Mean importance scores —How often do you come into the Library? - Weekly



254 responses


Mean Rank Mean Rank





























Mean performance score —How often do you come into the Library? - Weekly

© Insync Surveys

- 191-


254 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often do you come into the Library? - Weekly

© Insync Surveys

- 192-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you come into the Library? - Weekly

254 responses










63 2412,26


62 11 276,13




59 314,16

















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Top 10 factors —How often do you come into the Library? - Fortnightly

65 responses








and research needs


without discrimination5.98 Library signage is clear 4.76 Find@HKUL is easy to use 1.39




assist me5.91





The Library website is easy to use 6.27Library staff are approachable and

helpful5.86 The Library website is easy to use 4.85


one1.07


assist me6.27




one4.98







needs







needs





and research needs

1.00



services I need




and research needs










helpful6.16











65 responses


Mean Rank Mean Rank





























Mean importance scores —How often do you come into the Library? - Fortnightly



65 responses


Mean Rank Mean Rank





























Mean performance score —How often do you come into the Library? - Fortnightly

© Insync Surveys

- 196-


65 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often do you come into the Library? - Fortnightly

© Insync Surveys

- 197-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you come into the Library? - Fortnightly

65 responses














5914,25

















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- 198-


Top 10 factors —How often do you come into the Library? - Monthly

81 responses




and research needs




one4.80





services I need






one1.20









and research needs

1.16


helpful6.24


assist me5.80


short loans) meet my learning needs4.98 Find@HKUL is easy to use 1.04








information6.24



needs

5.56 The Library website is easy to use 5.18 The Library website is easy to use 0.92






information0.86




my needs5.54



and research needs




assist me6.13



services I need





services I need

0.80




6.11











81 responses


Mean Rank Mean Rank





























Mean importance scores —How often do you come into the Library? - Monthly



81 responses


Mean Rank Mean Rank





























Mean performance score —How often do you come into the Library? - Monthly

© Insync Surveys

- 201-


81 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often do you come into the Library? - Monthly

© Insync Surveys

- 202-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you come into the Library? - Monthly

81 responses












61 11 27 13 23 7 22 61 11 The items I’m looking for on the Library shelves are usually there




57 14 5 10 8 57 15 A computer is available when I need one

56 9,1 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs













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© Insync Surveys

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Top 10 factors —How often do you come into the Library? - Rarely (i.e. a few times a year)

45 responses




and research needs







The Library website is easy to use 6.48I can find a quiet place in the Library

to study when I need to5.75 Library signage is clear 4.91 Find@HKUL is easy to use 1.36



services I need


helpful5.74 Find@HKUL is easy to use 5.08 The Library website is easy to use 1.30


information6.44





and research needs

1.22

Find@HKUL is easy to use 6.44I can get wireless access in the

Library when I need to5.69 The Library website is easy to use 5.18 Library signage is clear 0.97




assist me5.59



and research needs

5.22



services I need

0.97





needs




one0.94






information0.92


one6.24



needs


one5.30




0.87





information5.52








45 responses


Mean Rank Mean Rank





























Mean importance scores —How often do you come into the Library? - Rarely (i.e. a few times a year)



45 responses


Mean Rank Mean Rank





























Mean performance score —How often do you come into the Library? - Rarely (i.e. a few times a year)

© Insync Surveys

- 206-


45 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often do you come into the Library? - Rarely (i.e. a few times a year)

© Insync Surveys

- 207-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you come into the Library? - Rarely (i.e. a few times a year)

45 responses








65 27 26 65 7 Books and articles I have requested from other libraries and campuses are delivered promptly

64 28 217,21



62 1115,23


617,18


60 25 16 9 13 60 12 The Library is a good place to study


5810,14
















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How often do you access the Library online?





































Never (13 responses) Importance mean






Unique factor








































Never (13 responses) Performance mean






Unique factor








































Never (13 responses) Gap score






Unique factor



Top 10 factors —How often do you access the Library online? - Daily

299 responses












and research needs


assist me6.14 Opening hours meet my needs 5.54 Opening hours meet my needs 0.63



services I need


helpful6.12


one5.55






without discrimination6.10 Find@HKUL is easy to use 5.61 The Library website is easy to use 0.56









and research needs

0.55


helpful6.30 The Library is a good place to study 5.99 The Library website is easy to use 5.68 Find@HKUL is easy to use 0.54




needs




one0.53


information6.26



services I need





services I need

0.48


my needs5.87 Library signage is clear 5.72 Library signage is clear 0.47






information0.45




299 responses


Mean Rank Mean Rank





























Mean importance scores —How often do you access the Library online? - Daily



299 responses


Mean Rank Mean Rank





























Mean performance score —How often do you access the Library online? - Daily

© Insync Surveys

- 214-


299 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often do you access the Library online? - Daily

© Insync Surveys

- 215-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you access the Library online? - Daily

299 responses










63 13 2 12 20 21 63 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs

62 11 63,16,

27

14,23

19,22


61 155,28

187,25



















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- 216-


Top 10 factors —How often do you access the Library online? - 2-4 days a week

392 responses












and research needs


helpful6.11


one5.32


one0.83




answers to my enquiries6.09 Find@HKUL is easy to use 5.43 Find@HKUL is easy to use 0.74








assist me6.03





and research needs

0.69



services I need

6.30 The Library is a good place to study 5.92Printing, scanning and photocopying








services I need




helpful6.26



needs

5.90 I am informed about Library services 5.61I can find a quiet place in the Library





6.25




5.80 Library signage is clear 5.62 The Library website is easy to use 0.56










392 responses


Mean Rank Mean Rank





























Mean importance scores —How often do you access the Library online? - 2-4 days a week



392 responses


Mean Rank Mean Rank





























Mean performance score —How often do you access the Library online? - 2-4 days a week

© Insync Surveys

- 219-


392 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often do you access the Library online? - 2-4 days a week

© Insync Surveys

- 220-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you access the Library online? - 2-4 days a week

392 responses










63 1812,26

20,21


62 11 286,25,

27

2,16

23 22 19 62 Median 10 Face to face enquiry services meet my needs



















43 43

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© Insync Surveys

Imp

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x1

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- 221-


Top 10 factors —How often do you access the Library online? - Weekly

279 responses











helpful5.99


one4.97


one1.10



and research needs











and research needs

0.87




assist me5.94






facilities in the Library meet my needs6.24 The Library is a good place to study 5.80 Find@HKUL is easy to use 5.24 Find@HKUL is easy to use 0.83


helpful6.23



needs

5.67 Library signage is clear 5.28Laptop facilities (e.g. desks, power) in




services I need

6.22



services I need




















279 responses


Mean Rank Mean Rank





























Mean importance scores —How often do you access the Library online? - Weekly



279 responses


Mean Rank Mean Rank





























Mean performance score —How often do you access the Library online? - Weekly

© Insync Surveys

- 224-


279 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often do you access the Library online? - Weekly

© Insync Surveys

- 225-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you access the Library online? - Weekly

279 responses










6313,24


62 11 27 18 26 22 20 19 62 10 Face to face enquiry services meet my needs

61 1525,28



















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© Insync Surveys

Imp

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x1

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- 226-


Top 10 factors —How often do you access the Library online? - Fortnightly

94 responses

















one1.13


helpful5.80


one4.94







needs

5.73 Library signage is clear 4.97 The Library website is easy to use 1.12



services I need





and research needs






assist me5.71 The Library website is easy to use 5.05 Find@HKUL is easy to use 1.06

The Library website is easy to use 6.17 The Library is a good place to study 5.61 I am informed about Library services 5.08 Opening hours meet my needs 0.91

Find@HKUL is easy to use 6.16I can find a quiet place in the Library

to study when I need to5.59 Find@HKUL is easy to use 5.10




helpful6.15



services I need





and research needs

0.78



and research needs


my needs5.46





services I need

0.71




94 responses


Mean Rank Mean Rank





























Mean importance scores —How often do you access the Library online? - Fortnightly



94 responses


Mean Rank Mean Rank





























Mean performance score —How often do you access the Library online? - Fortnightly

© Insync Surveys

- 229-


94 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often do you access the Library online? - Fortnightly

© Insync Surveys

- 230-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you access the Library online? - Fortnightly

94 responses











62 1127,28


61 15 6 24 21 20 19 61 Median 11 The items I’m looking for on the Library shelves are usually there


59 142,16

















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© Insync Surveys

Imp

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x1

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- 231-


Top 10 factors —How often do you access the Library online? - Monthly

86 responses















answers to my enquiries5.72 The Library website is easy to use 4.78 Find@HKUL is easy to use 1.16




helpful5.67


one4.84


one1.16







Opening hours meet my needs 6.05 The Library is a good place to study 5.58The Library website provides useful

information4.86


information1.06



and research needs


assist me5.57






one6.00



needs




and research needs

0.88





and research needs




services I need

5.99











86 responses


Mean Rank Mean Rank





























Mean importance scores —How often do you access the Library online? - Monthly



86 responses


Mean Rank Mean Rank





























Mean performance score —How often do you access the Library online? - Monthly

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86 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often do you access the Library online? - Monthly

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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you access the Library online? - Monthly

86 responses













6015,27

1814,24


59 28 2 23 22 20 19 59 Median 13 I can find a quiet place in the Library to study when I need to

583,25
















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Top 10 factors —How often do you access the Library online? - Rarely (i.e. a few times a year)

92 responses











Library when I need to5.78 I am informed about Library services 4.69


one1.09

Opening hours meet my needs 6.22Library staff provide accurate





helpful6.11


helpful5.67


one4.77 Find@HKUL is easy to use 0.96

The Library is a good place to study 6.10 The Library is a good place to study 5.57 The Library website is easy to use 4.78I can find a quiet place in the Library





assist me5.56



and research needs

4.86 Opening hours meet my needs 0.77


assist me5.99



needs


information4.94




the Library meet my needs5.95 Opening hours meet my needs 5.45








to study when I need to5.42 Library signage is clear 5.02



services I need

0.70




my needs5.41








92 responses


Mean Rank Mean Rank





























Mean importance scores —How often do you access the Library online? - Rarely (i.e. a few times a year)



92 responses


Mean Rank Mean Rank





























Mean performance score —How often do you access the Library online? - Rarely (i.e. a few times a year)

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92 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often do you access the Library online? - Rarely (i.e. a few times a year)

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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you access the Library online? - Rarely (i.e. a few times a year)

92 responses














59 11 15 18 16 19 59 13 I can find a quiet place in the Library to study when I need to

58 27 2623,24

58 Median 14 I can find a place in the Library to work in a group when I need to


56 28 14 7,5 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs









47 4 47 25 Course specific resources (including short loans) meet my learning needs




43 43

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Top 10 factors —How often do you access the Library online? - Never

13 responses





assist me5.73


one4.15


one1.62





needs






helpful5.64











services I need

4.33



and research needs

1.11










assist me5.82 The Library is a good place to study 5.25






one5.77


my needs5.18 Find@HKUL is easy to use 4.40 Find@HKUL is easy to use 0.80





and research needs

4.44



services I need

0.78



and research needs

5.56 Opening hours meet my needs 5.08 I am informed about Library services 4.58 The Library is a good place to study 0.67

Opening hours meet my needs 5.46The Library website provides useful

information5.00




4.67




0.67




13 responses


Mean Rank Mean Rank





























Mean importance scores —How often do you access the Library online? - Never



13 responses


Mean Rank Mean Rank





























Mean performance score —How often do you access the Library online? - Never

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13 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often do you access the Library online? - Never

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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often do you access the Library online? - Never

13 responses















58 15 18 21 22 58 14 I can find a place in the Library to work in a group when I need to




54 5 27 19 54 Median 18 Printing, scanning and photocopying facilities in the Library meet my needs

53 117,23


52 28 2 3 52 20 Library staff are approachable and helpful



49 4 9 49 23 Information resources located in the Library (e.g. books, journals, DVDs) meet my learning and research needs

48 1 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs


46 8 46 26 When I am away from campus I can access the Library resources and services I need



43 43

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Never (10 responses) Importance mean






Unique factor




































Face to face enquiry services meet my needs 5.87




Never (10 responses) Performance mean






Unique factor

























I am informed about Library services 0.80















Never (10 responses) Gap score






Unique factor



Top 10 factors —How often are you required to be on campus? - Daily

676 responses













helpful6.04


one5.33


one0.76





and research needs

0.72



and research needs





services I need








and research needs5.47 Find@HKUL is easy to use 0.66





needs

5.81 Library signage is clear 5.47 Opening hours meet my needs 0.65


helpful6.20



services I need

5.74



and research needs












my needs5.72 Opening hours meet my needs 5.51


information0.56




676 responses


Mean Rank Mean Rank





























Mean importance scores —How often are you required to be on campus? - Daily



676 responses


Mean Rank Mean Rank





























Mean performance score —How often are you required to be on campus? - Daily

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676 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often are you required to be on campus? - Daily

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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often are you required to be on campus? - Daily676 responses











62 116,27

18 2620,21


61 15 282,14

16,25



59 5,3 59 13 I can find a quiet place in the Library to study when I need to
















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Top 10 factors —How often are you required to be on campus? - 2-4 days a week

446 responses












and research needs




one5.03


one1.06






helpful5.95 The Library website is easy to use 5.34 The Library website is easy to use 0.85



services I need


assist me5.89









needs

5.77 I am informed about Library services 5.37Course specific resources (including



facilities in the Library meet my needs6.24 The Library is a good place to study 5.77






helpful6.23



services I need






and research needs




and research needs

0.70












446 responses


Mean Rank Mean Rank





























Mean importance scores —How often are you required to be on campus? - 2-4 days a week



446 responses


Mean Rank Mean Rank





























Mean performance score —How often are you required to be on campus? - 2-4 days a week

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446 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often are you required to be on campus? - 2-4 days a week

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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often are you required to be on campus? - 2-4 days a week446 responses










6313,24

12,26


62 27 18 6 2320,22


61 11 15 28 25 16 19 61 Median 11 The items I’m looking for on the Library shelves are usually there


59 5,3 8 59 13 I can find a quiet place in the Library to study when I need to
















43 43

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Top 10 factors —How often are you required to be on campus? - Weekly

67 responses



helpful6.25


helpful6.00


one4.73


one1.16




assist me5.95






assist me6.13















and research needs










my needs5.59


short loans) meet my learning needs5.13 Opening hours meet my needs 0.89









services I need

0.84



services I need

6.06



needs

5.57 Opening hours meet my needs 5.16 Find@HKUL is easy to use 0.77

Opening hours meet my needs 6.05The Library anticipates my learning













and research needs

0.71




67 responses


Mean Rank Mean Rank





























Mean importance scores —How often are you required to be on campus? - Weekly



67 responses


Mean Rank Mean Rank





























Mean performance score —How often are you required to be on campus? - Weekly

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67 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often are you required to be on campus? - Weekly

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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often are you required to be on campus? - Weekly

67 responses












61 11 26 24 17 19 22 61 11 The items I’m looking for on the Library shelves are usually there

60 18 13 256,12

2 60 Median 12 The Library is a good place to study

59 15 3 27 23 7 59 13 I can find a quiet place in the Library to study when I need to

58 2814,16

8,5 58 14 I can find a place in the Library to work in a group when I need to















43 43

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Top 10 factors —How often are you required to be on campus? - Fortnightly

11 responses


The Library website is easy to use 6.25I can get wireless access in the

Library when I need to6.11 The Library website is easy to use 4.75 The Library website is easy to use 1.50











without discrimination5.89 Find@HKUL is easy to use 5.00 I am informed about Library services 0.80




6.20



needs


my needs5.13


information0.70








0.70

Opening hours meet my needs 6.13Electronic enquiry services (e.g.





my needs0.63


helpful6.11








services I need

0.63


assist me6.11


helpful5.78





and research needs

0.57




assist me5.78


work in a group when I need to5.29 Find@HKUL is easy to use 0.50


without discrimination6.11 The Library is a good place to study 5.71








11 responses


Mean Rank Mean Rank





























Mean importance scores —How often are you required to be on campus? - Fortnightly



11 responses


Mean Rank Mean Rank





























Mean performance score —How often are you required to be on campus? - Fortnightly

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11 responses

Gap Importance

Mean Rank Mean Rank




























Printing, scanning and photocopying facilities in the Library meet my needs -0.25 28 5.00 28

Mean gap scores —How often are you required to be on campus? - Fortnightly

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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often are you required to be on campus? - Fortnightly

11 responses












6120,22

6,19,


60 224,26

13 4 9 60 Median 12 The Library is a good place to study

















43 43

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41 41

40 40

39 39

38 38

37 37

36 36

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33 33

32 32

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<31 <31

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Top 10 factors —How often are you required to be on campus? - Monthly

11 responses


The Library website is easy to use 6.89Library staff are readily available to

assist me6.56






helpful6.78


helpful6.56




information0.70



services I need

6.78



services I need

6.56



and research needs


one0.67


information6.70 The Library website is easy to use 6.56 I am informed about Library services 5.50



Find@HKUL is easy to use 6.67Library staff treat me fairly and








and research needs


answers to my enquiries6.44 Library signage is clear 5.60 Opening hours meet my needs 0.50

The Library is a good place to study 6.56 Find@HKUL is easy to use 6.44A computer is available when I need

one5.67










assist me6.56



and research needs


the Library meet my needs5.75 Library signage is clear 0.40













11 responses


Mean Rank Mean Rank





























Mean importance scores —How often are you required to be on campus? - Monthly



11 responses


Mean Rank Mean Rank





























Mean performance score —How often are you required to be on campus? - Monthly

© Insync Surveys

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11 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often are you required to be on campus? - Monthly

© Insync Surveys

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The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often are you required to be on campus? - Monthly

11 responses




69 27 69 3 Library signage is clear

6820,26

68 4 Library workshops, classes and tutorials help me with my learning and research needs


6612,24




63 156,16

5,25

8 23 63 Median 9 Electronic enquiry services (e.g. email, WhatsApp-a-Librarian) meet my needs




















43 43

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39 39

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36 36

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Top 10 factors —How often are you required to be on campus? - Rarely (i.e. a few times a year)

33 responses













my needs5.87 Find@HKUL is easy to use 4.80 Find@HKUL is easy to use 0.93


helpful6.09


helpful5.85




one0.84






one5.09



and research needs

0.73


information6.03



needs

5.84



services I need



assist me6.00





services I need

0.71







and research needs


information0.59



and research needs





and research needs

5.24




0.57


one5.94


assist me5.64 Library signage is clear 5.25 Library signage is clear 0.44

The Library website is easy to use 5.94 The Library is a good place to study 5.56 I am informed about Library services 5.25 The Library is a good place to study 0.38




33 responses


Mean Rank Mean Rank





























Mean importance scores —How often are you required to be on campus? - Rarely (i.e. a few times a year)



33 responses


Mean Rank Mean Rank





























Mean performance score —How often are you required to be on campus? - Rarely (i.e. a few times a year)

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33 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often are you required to be on campus? - Rarely (i.e. a few times a year)

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- 278-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often are you required to be on campus? - Rarely (i.e. a few times a year)

33 responses












6120,21


60 11 24 2 22 13 60 12 The Library is a good place to study

59 1526,27

7 12 17 59 Median 13 I can find a quiet place in the Library to study when I need to






53 51,25

53 19 Library staff treat me fairly and without discrimination










43 43

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Top 10 factors —How often are you required to be on campus? - Never

10 responses










needs

6.10



and research needs




services I need


information6.00








one4.86


one1.00

Opening hours meet my needs 6.30Library staff treat me fairly and









to study when I need to5.00 Find@HKUL is easy to use 0.83



and research needs

6.25



services I need











and research needs

0.75


information6.20


helpful5.57





services I need

0.75



needs










10 responses


Mean Rank Mean Rank





























Mean importance scores —How often are you required to be on campus? - Never



10 responses


Mean Rank Mean Rank





























Mean performance score —How often are you required to be on campus? - Never

© Insync Surveys

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10 responses

Gap Importance

Mean Rank Mean Rank





























Mean gap scores —How often are you required to be on campus? - Never

© Insync Surveys

- 283-

The University of Hong Kong Library Client Survey, October 2014Best practice categories gap grid —How often are you required to be on campus? - Never

10 responses




69 12 69 3 Library signage is clear










59 15 5 19 27 59 Median 13 I can find a quiet place in the Library to study when I need to

58 11 167,23



56 3 20 56 16 Laptop facilities (e.g. desks, power) in the Library meet my needs








48 4 48 24 Online resources (e.g. ejournals, databases, ebooks) meet my learning and research needs





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Documents

The University of Hong Kong Library Client Survey Data ...lib.hku.hk/survey2014/2014-11-06 Uni HK Report - VPS.pdf · Data report ... October 2014 March 2013 November 2011* November