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Assessment with LibQUAL+ ™
at the University of VermontVermont Library Association
College and Special Libraries Section Conference
April 7, 2006
Selene Colburn
Asst. to Dean for External Relations
University of Vermont Libraries
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What is LibQUAL+?
A “rigorously tested Web-based survey…that helps libraries assess and improve library services.”
Developed by Association of Research Libraries (ARL) and based on SERVQUAL, a business-sector tool.
Over 200 institutions signed up last spring.
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The Philosophy
“…only customers judge quality, all other judgments are essentially irrelevant.”
Zeithaml, Parasuraman, Berry. (1999).Delivering quality service. NY: The Free
Press
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The Instrument
LibQUAL+ survey contains 22 standardized questions and a comment box.
An additional 5 questions can be selected from a list of 100+.
Questions are grounded in the language and concerns of users.
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Service Dimensions
Questions fall into one of three categories:
• Affect of service.• Library as place.• Information control (formerly Access to
Information & Personal Control).
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The Measurements
For each question, respondents are asked to list their minimum, desired, and perceived levels of service.
This creates:• The zone of tolerance.• The adequacy gap.
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The Results:The Radar Chart
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The Results: The Bar Chart
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The Products
Results notebook (PDF file) and Excel raw data.
SPSS files. User comments. Interactive website.
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UVM Summary Results: Library Use
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UVM Summary Results:Bar Chart
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UVM Summary Results:Radar Chart
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UVM Graduate Student Results
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