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Article
Publication date: 23 November 2012

Henk Voorbij

One of the aims of the LIBER strategic plan 2009‐2012 was to stimulate the use of LibQUAL+ by European research libraries. The purpose of this study is to investigate how…

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Abstract

Purpose

One of the aims of the LIBER strategic plan 2009‐2012 was to stimulate the use of LibQUAL+ by European research libraries. The purpose of this study is to investigate how far this initiative has been successful.

Design/methodology/approach

All 385 LIBER libraries were invited to complete an online survey, mounted on Survey Monkey. The questionnaire was meant for all libraries, whether or not they performed a user survey during the last five years and, if so, whether or not they used LibQUAL + as the survey instrument.

Findings

The study shows that the use of LibQUAL+ in Europe is widespread and that there is a great potential for further growth. LibQUAL+'s strong areas are the ease of administering and opportunities for benchmarking. A weak area is the user unfriendliness: 50 per cent of the libraries having experience with LibQUAL+ find the survey difficult to complete for the participants. Carrying out a LibQUAL+ survey has great practical implications. More than 75 per cent of the respondents took measures to improve their performance on weak areas or to promote their existing services better among the user community. About one third established new services.

Practical implications

The results point at the need to improve the user friendliness of LibQUAL+.

Originality/value

This is the first study that covers the experience of European research libraries with LibQUAL+ on a broad scale.

Details

Performance Measurement and Metrics, vol. 13 no. 3
Type: Research Article
ISSN: 1467-8047

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Article
Publication date: 20 March 2009

Bruce Thompson, Martha Kyrillidou and Colleen Cook

Survey researchers sometimes develop large pools of items about which they seek participants' views. As a general proposition, library participants cannot reasonably be…

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1382

Abstract

Purpose

Survey researchers sometimes develop large pools of items about which they seek participants' views. As a general proposition, library participants cannot reasonably be expected to respond to 100+ items on a given service quality assessment protocol. This paper seeks to describe the use of matrix sampling to reduce that burden on the participant.

Design/methodology/approach

Matrix sampling is a survey method that can be used to collect data on all survey items without requiring every participant to react to every survey question. Here the features of data are investigated from one such survey, the LibQUAL+® Lite protocol, and the participation rates, completion times, and result comparisons across the two administration protocols – the traditional LibQUAL+® protocol and the LibQUAL+® Lite protocol – at each of the four institutions are explored.

Findings

Greater completion rates were realized with the LibQUAL+® Lite protocol.

Originality/value

The data from the Lite protocol might be the most accurate representation of the views of all the library users in a given community.

Details

Performance Measurement and Metrics, vol. 10 no. 1
Type: Research Article
ISSN: 1467-8047

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Article
Publication date: 21 November 2008

Clayton Garthwait and Elizabeth A. Richardson

The purpose of this paper is to share the experience of using the LibQUAL+™ library assessment suite in a statewide library consortium.

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775

Abstract

Purpose

The purpose of this paper is to share the experience of using the LibQUAL+™ library assessment suite in a statewide library consortium.

Design/methodology/approach

The paper provides anecdotal information about one consortium's experience implementing the LibQUAL+™ survey. It provides a description of the survey and a narrative of the Keystone Library Network's experience, and includes other information from published literature regarding the survey's implementation in other libraries and library consortia when relevant.

Findings

Implementing a library service quality survey as a consortium has benefits, but also provides challenges. Consortium‐wide planning, training, coordination, survey promotion, and intra‐consortium communication are important.

Practical implications

Consortia considering performing a library assessment will want to consider the challenges and considerations mentioned.

Originality/value

This paper provides information about, and suggestions for, implementing the survey in a consortium, differing from the existing body of literature that tends to focus on the instrument itself or on interpreting outcomes.

Details

New Library World, vol. 109 no. 11/12
Type: Research Article
ISSN: 0307-4803

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Article
Publication date: 27 November 2009

Bruce Thompson, Martha Kyrillidou and Colleen Cook

In 2009, in Performance Measurement and Metrics, the authors reported results of LibQUAL+® experiments at four universities in which the use of the LibQUAL+® Lite protocol…

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526

Abstract

Purpose

In 2009, in Performance Measurement and Metrics, the authors reported results of LibQUAL+® experiments at four universities in which the use of the LibQUAL+® Lite protocol was investigated. The purpose of this article is to briefly report related results for the first use of LibQUAL+® in Hebrew. The authors also take the opportunity to propose another method for equating scores across the LibQUAL+® Lite and the traditional LibQUAL+® protocols.

Design/methodology/approach

Matrix sampling is a survey method which can be used to collect data on all survey items without requiring every participant to react to every survey question. Here, the authors investigate the features of data from one such survey, the LibQUAL+® Lite protocol, exploring the participation rates, completion times, and result comparisons across the two administration protocols – the traditional LibQUAL+® protocol and the LibQUAL+® Lite protocol – at an Israeli University and for the first time, in Hebrew.

Findings

This experimental approach confirms the previous work which showed that greater completion rates were realized with the LibQUAL+® Lite protocol. The data from the Lite protocol might be the most accurate representation of the views of all the library users in a given community.

Originality/value

This is the first time LibQUAL+® has been used in Hebrew.

Details

Performance Measurement and Metrics, vol. 10 no. 3
Type: Research Article
ISSN: 1467-8047

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Article
Publication date: 22 March 2011

Miguel Morales, Riadh Ladhari, Javier Reynoso, Rosario Toro and Cesar Sepulveda

LibQUAL is a service‐quality assessment instrument developed by the Association of Research Libraries in partnership with Texas A&M University Library and has been used in…

Abstract

Purpose

LibQUAL is a service‐quality assessment instrument developed by the Association of Research Libraries in partnership with Texas A&M University Library and has been used in numerous institutions. The purpose of this paper is to evaluate a Spanish version of the scale in terms of its structure, reliability, and validity.

Design/methodology/approach

Data were collected among students at a well‐known Mexican university. A total of 374 completed questionnaires were used in the analyses. Library service quality was measured using 22 items taken directly from the 2004 version of the LibQUAL scale. The back‐translation method was used to translate the original English version of LibQUAL into Spanish. Data were analysed using SPSS 16.0 and EQS 6.1 in the exploratory and confirmatory stages, respectively.

Findings

The study findings show that the Spanish version of the LibQUAL instrument actually consists of four dimensions: “affect of service”; “information access”; “personal control”; and “library as place”. The results support the reliability, convergent validity, discriminant validity, and nomological validity of the proposed Spanish version of the scale.

Originality/value

This is the first study to empirically evaluate and find support for the convergent, discriminant, and nomological validity of a Spanish version of the LibQUAL scale.

Details

Performance Measurement and Metrics, vol. 12 no. 1
Type: Research Article
ISSN: 1467-8047

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Article
Publication date: 12 November 2020

Md. Zahid Hossain Shoeb and S.M. Zabed Ahmed

The main aim of this paper is to examine the extent to which the major public university libraries in Bangladesh are meeting students' service expectations through…

Abstract

Purpose

The main aim of this paper is to examine the extent to which the major public university libraries in Bangladesh are meeting students' service expectations through analyzing LibQUAL+ core items.

Design/methodology/approach

The survey data were obtained from students using a paper version of the questionnaire consisting of LibQUAL+ core 22 service items at four top-ranked public universities in Bangladesh. Students rated the items on three service levels each using a nine-point scale: Minimum level, Desired level and Perceived Level. Descriptive statistics, i.e. mean and SD were obtained and service adequacy gap (SAG) scores between perceived and minimum levels were computed to see whether the libraries are meeting students' minimum expectation. Non-parametric Wilcoxon sign rank test was conducted to examine the differences between minimum and perceived scores. Finally, Mann–Whitney and Kruskal–Wallis tests were conducted to see the effect of students' demographic variables on their ratings on minimum and perceived scores.

Findings

The findings revealed that the service performances of major university libraries are lagging far behind from students' minimum expectation (minimum > perceived). There are significant differences between minimum and perceived scores. Significant differences are also found in students' gender, age and enrolment level concerning their ratings on minimum and perceived service levels.

Practical implications

The result of this study analyzes the service quality of major university libraries in Bangladesh. These findings can be used to identify the strengths and weaknesses of the library services.

Originality/value

LibQUAL+ has been used mostly in academic libraries in developed countries but this is for the first time a paper-version of the instrument was used in university libraries in Bangladesh.

Details

Performance Measurement and Metrics, vol. 22 no. 1
Type: Research Article
ISSN: 1467-8047

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Article
Publication date: 6 July 2010

Sam Kalb

In 2006/2007, the Canadian academic library community came together in the largest national LibQUAL+® consortium to conduct ARL library service quality survey. This paper…

Abstract

Purpose

In 2006/2007, the Canadian academic library community came together in the largest national LibQUAL+® consortium to conduct ARL library service quality survey. This paper aims to address how and why the national consortial project came about, the challenges for recruiting and managing participants, and what was learnt, together with possible future directions.

Design/methodology/approach

This paper uses a case study approach.

Findings

The research touches on the challenges planning and implementing LibQUAL+® with such a large, diverse consortium, with its bilingual mandate and multiple library types, and what made the project successful and its limitations.

Practical implications

The most apparent accomplishment of this project was successful collection of a large, diverse data set for comparative analysis of services and facilities – a meaningful data set both for individual libraries seeking appropriate Canadian comparators and for analyses by region, institutional categories, etc.

Originality/value

A valuable result of the project was to engage more Canadian academic libraries in the process of service assessment. CARL's bi‐lingual consortium approach will provide a valuable example for other national organisations attempting to carry out similar projects.

Details

Performance Measurement and Metrics, vol. 11 no. 2
Type: Research Article
ISSN: 1467-8047

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Article
Publication date: 10 August 2010

Asefeh Asemi, Zahra Kazempour and Hasan Ashrafi Rizi

This paper aims to urge the new culture of assessment of the quality of library services among Iran academic libraries and to assess the overall services quality of…

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1924

Abstract

Purpose

This paper aims to urge the new culture of assessment of the quality of library services among Iran academic libraries and to assess the overall services quality of libraries from the users' perspectives based on the LibQUAL model.

Design/methodology/approach

In this survey researchers used the LibQUAL model to assess service quality in the central libraries in engineering and technical governmental universities in Tehran city. For gathering data of libraries users, researchers used the LibQUAL questionnaire in a non‐electronic format and translated into Farsi.

Findings

It was found that library users were dissatisfied with their library building. But these libraries performed very well in the information control dimension. Furthermore, the examination of users' expectations showed that the proposition “Employees who are consistently courteous” was most important, and “Employees who instill confidence in users” had less importance.

Originality/value

Using the LibQUAL Survey has helped the university libraries in Iran to better serve their main user groups, and for the first time researchers used the non‐electronic format of LibQUAL questionnaire in the survey.

Details

The Electronic Library, vol. 28 no. 4
Type: Research Article
ISSN: 0264-0473

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Article
Publication date: 10 April 2017

Michael Thomas Moore

The purpose of this paper is to establish a data mining model for performing sentiment analysis on open-ended qualitative LibQUAL+ comments, providing a further method for…

Abstract

Purpose

The purpose of this paper is to establish a data mining model for performing sentiment analysis on open-ended qualitative LibQUAL+ comments, providing a further method for year-to-year comparison of user satisfaction, both of the library as a whole and individual topics.

Design/methodology/approach

A training set of 514 comments, selected at random from five LibQUAL+ survey responses, was manually reviewed and labeled as having a positive or negative sentiment. Using the open-source RapidMiner data mining platform, those comments provided the framework for creating library-specific positive and negative word vectors to power the sentiment analysis model. A further process was created to help isolate individual topics within the larger comments, allowing for more nuanced sentiment analysis.

Findings

Applied to LibQUAL+ comments for a Canadian mid-sized academic research library, the model suggested a fairly even distribution of positive and negative sentiment in overall comments. When filtering comments into affect of service, information control and library as place, the three dimensions’ relative polarity mirrored the results of the quantitative LibQUAL+ questions, with highest scores for affect of service and lowest for library as place.

Practical implications

The sentiment analysis model provides a complementary tool to the LibQUAL+ quantitative results, allowing for simple, time-efficient, year-to-year analysis of open-ended comments. Furthermore, the process provides the means to isolate specific topics based on specified keywords, allowing individual institutions to tailor results for more in-depth analysis.

Originality/value

To best account for library-specific terminology and phrasing, the sentiment model was created using LibQUAL+ open-ended comments as the foundation for the sentiment model’s classification process. The process also allows individual topics, chosen to meet individual library needs, to be isolated and independently analyzed, providing more precise examination.

Details

Performance Measurement and Metrics, vol. 18 no. 1
Type: Research Article
ISSN: 1467-8047

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Article
Publication date: 1 September 2006

John B. Harer

The purpose of this paper is to describe how small, academic libraries may realize significant benefits from employing LibQual+TM as an assessment of customer needs and…

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688

Abstract

Purpose

The purpose of this paper is to describe how small, academic libraries may realize significant benefits from employing LibQual+TM as an assessment of customer needs and expectations, stressing that these benefits may vary by the actual size of the institution.

Design/methodology/approach

Catawba College compared its experience utilizing LibQual+TM with that of Washburn University, reported by Dole as a small, academic library application of the survey. Catawba College is a private, liberal arts college that is much smaller than Washburn, with one‐quarter the student body and faculty. This paper examines the assessment experience of the two small institutions and compares the different advantages and disadvantages of using LibQual+TM within these two different types of small, academic institutions.

Findings

The study found that a larger response rate was realized than that of the larger of the two institutions, especially by faculty, and suggests that this is due to the nature of the small colleges where faculty and student body are more familial. The paper also describes LibQual+TM as a type of “turn‐key” survey process that is advantageous for small libraries with limited resources.

Originality/value

This paper provides new information on the value of LibQual+TM for assessment in small, academic institutions and describes the benefits of this assessment tool for libraries in much smaller settings.

Details

Performance Measurement and Metrics, vol. 7 no. 3
Type: Research Article
ISSN: 1467-8047

Keywords

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