Library Service Quality Survey (LibQUAL+)
LibQUAL+ 2009 Results
The 2009 LibQUAL+ Notebook is also available. This 94-page document in PDF format contains a summary of the 2009 survey and charts and graphs of the collated results.
We will post more analysis of the survey and responses to the findings and comments as they become available.
Santa Clara University was one of 300 library institutions who participated in the LibQUAL+ library service quality survey in 2009. Since 2000, LibQUAL+ has been administered at over 1000 libraries, with more than 1.4 million survey users; and the survey instrument is currently available in 17 languages.
The stated goals of LibQUAL+ are:
- Foster a culture of excellence in providing library service;
- Help libraries better understand user perceptions of library service quality;
- Collect and interpret library user feedback systematically over time;
- Provide libraries with comparable assessment information from peer institutions;
- Identify best practices in library service; and
- Enhance library staff members' analytical skills for interpreting and acting on data.
Methodology and administration of LibQUAL+
The LibQUAL+ survey evolved from a conceptual model based on the SERVQUAL instrument, a popular tool for assessing service quality in the private sector. The Texas A&M University (TAMU) Libraries and other libraries used modified SERVQUAL instruments for several years. The Association of Research Libraries (ARL), representing the largest research libraries in North America, partnered with TAMU to develop, test, and refine a newly adapted tool to serve the particular requirements of libraries: LibQUAL+. After years of revision based on data collected from thousands of library users, the LibQUAL+ survey has evolved into a protocol consisting of "22 items and a box."
The 22 core survey items measure user perceptions of service quality in three dimensions: Affect of Service, Information Control, and Library as Place. For each item, users indicate their minimum service level, desired service level, and perceived service performance. By completing all three, you help inform a "gap-analysis" that allows us to see opportunities for improvement and growth. The survey contains additional items that address information literacy outcomes, library use, and general satisfaction. An open-ended comments box provides a wealth of information for qualitative analysis.
LibQUAL+ at Santa Clara University
LibQUAL+ was administered at Santa Clara University twice previously in 2003 and 2006. With the opening of the Harrington Learning Commons, Sobrato Technology Center and Orradre Library in March 2008, the three-year timing of LibQUAL+ is ideal for gathering information and feedback on library services provided in this new facility. Your feedback, along with feedback from 2003 and 2006 surveys, provides important data for both internal assessment and the current WASC accreditation process.
Any questions or issues regarding the LibQUAL+ survey at Santa Clara University should be addressed to Robert Boyd, AUL for Technology Applications.