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International research presented in 2013 identified a commonality in library customer satisfaction as measured by the LibQUAL+® survey methodology. The findings established a statistically significant link between customer satisfaction with the Information Control dimension and satisfaction overall; and customer dissatisfaction with the Affect of Service dimension and dissatisfaction overall. The findings concluded that both information resources and customer service affects the overall opinion of the library service for all customer groups. Is this unique to European libraries, or is it an international trend? The research has now been replicated with the LibQUAL+® survey results from all ARL participants in 2013.
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Commonalities in LibQUAL+® (Dis)satisfaction:
An international trend?
Research conducted by
Selena Killick Martha Kyrillidou
Cranfield University Association of Research Libraries
LibQUAL+®
• Internationally Renowned• Web based • Standardised • Expectations & Perceptions
LibQUAL+®LibQUAL+®
Adequacy and SuperiorityAdequacy:
Calculated by subtracting Minimum from Perceived score.
A negative score indicates failing to meet minimum expectations.Superiority:
Calculated by subtracting Desired from Perceived score.
A positive score indicates exceeding desired expectations.
Question 11 32 4 5 76 8 9
Adequacy Superiority
Desired PerceivedMinimum
Dimensions
Affect of Service
Reliability
Assurance
Responsiveness
Empathy
Information Control Library as Place
Self-Reliance
Equipment
Timeliness
Ease of Navigation
Convenience
Scope of Content
Refuge
Symbol
Utilitarian Space
Commonalities in Satisfaction?
Affect of Service Information Control Library as Place
? ?
?
?
?
?
?
Commonalities in Dissatisfaction?
Affect of Service Information Control Library as Place
? ?
? ?
?
Sample Group• 2012: 19 European Libraries
• 2013: ARL LibQUAL+ consortium 2013• All respondents excluding Library staff• After data screening, n= 41,018 (~50% UG)
Definitions of satisfied/dissatisfied
Satisfied
For each dimension:
Superiority gap >0
Adequacy gap >1
• Minimum expectations are being exceeded by at least 1
• Desired expectations are being met or exceeded
Dissatisfied
For each dimension:
Adequacy gap <0
Superiority gap <-1
• Desired expectations are not being met by at least 1
• Minimum expectations are not being met
Satisfied European Respondents
Affect of Service Information Control Library as Place
Satisfied ARL Respondents
Affect of Service Information Control Library as Place
Affect of Service Information Control Library as Place
Undergraduates
Graduates
Faculty
Dissatisfied European Respondents
Affect of Service Information Control Library as Place
Dissatisfied ARL Respondents
Affect of Service Information Control Library as Place
Affect of Service Information Control Library as Place
Undergraduates
Graduates
Faculty
So what?
Thank You!Selena Killick Martha Kyrillidou
Cranfield University Association of Research Libraries
