Library Service Quality Survey Results

Yeo Pin Pin

Li Ka Shing Library

April 2013

LibQUAL

• Since 2000, more than 1,200 libraries have participated domestically and internationally, with participating institutions in Africa, Australia, Asia, and Europe

• Helps libraries understand and act upon users’ opinions of service quality

• Based on SERVQUAL

Representativeness by Discipline

1,994 respondents (24%)

Core Dimensions

Users finding information independentlyUsers’ interaction with library staff

Understanding Radar Charts

Adequacy Gap = Perceived - Minimum

Dimensions rated on scale of 0 to 9

Superiority Gap = Perceived - Desired

SMU Radar Chart

2012 ARL Libraries

Overall Place Norms

LibQUAL 2012 ARL Libraries Notebook n=17,988LibQUAL 2012 Survey Highlights n=93,196

Library as Place Perceived Mean Adequacy Mean Superiority Mean

SMU 6.83 0.50 -1.04

2012 ARL 6.74 0.72 -0.84

2012 LibQUAL 6.98 0.63 -0.86

SMU Place Dimensions

ID Question TextMinimum Mean

Desired Mean

Perceived Mean

Adequacy Mean

Superiority Mean

LP-1 Library space that inspires study and learning 6.37 8.02 6.67 0.29 -1.36

LP-2 Quiet space for individual activities 6.57 8.00 6.72 0.15 -1.28

LP-3 A comfortable and inviting location 6.29 7.84 6.83 0.54 -1.01

LP-4 A getaway for study, learning, or research 6.27 7.82 7.02 0.76 -0.80

LP-5 Community space for group learning and group study 6.12 7.68 6.89 0.77 -0.80Add A place for reflection and creativity 5.51 7.05 6.06 0.55 -0.99

2012 ARL Libraries 6.74 0.72 -0.84

Overall Information Control Norms

Info Control Perceived Mean Adequacy Mean Superiority Mean

SMU 7.23 0.82 -0.66

2012 ARL 7.18 0.59 -0.81

2012 LibQUAL 7.20 0.60 -0.71

LibQUAL 2012 ARL Libraries Notebook n=17,988LibQUAL 2012 Survey Highlights n=93,196

SMU Info Control Dimensions

ID Question TextMinimum Mean

Desired Mean

Perceived Mean

Adequacy Mean

Superiority Mean

IC-1 Making electronic resources accessible from my home or office 6.48 8.10 7.28 0.80 -0.82

IC-2 A library Web site enabling me to locate information on my own 6.40 7.94 7.13 0.73 -0.81

IC-3 The printed library materials I need for my work 6.29 7.69 7.08 0.79 -0.60

IC-4 The electronic information resources I need 6.40 7.85 7.26 0.86 -0.59

IC-5 Modern equipment that lets me easily access needed information 6.30 7.78 7.30 1.00 -0.48

IC-6 Easy-to-use access tools that allow me to find things on my own 6.44 7.89 7.23 0.79 -0.67

IC-7 Making information easily accessible for independent use 6.45 7.91 7.30 0.85 -0.61

IC-8 Print and/or electronic journal collections I require for my work 6.54 7.95 7.29 0.74 -0.66

Add Ease of use of electronic resources 6.49 7.92 7.17 0.67 -0.76

LibQUAL 2012 ARL Libraries 7.18 0.59 -0.81

Service Norms

Affect of Service Perceived Mean Adequacy Mean Superiority Mean

SMU 7.19 1.20 -0.30

2012 ARL 7.34 0.93 -0.42

2012 LibQUAL 7.44 0.80 -0.39

LibQUAL 2012 ARL Libraries Notebook n=17,988LibQUAL 2012 Survey Highlights n=93,196

SMU Service Dimensions

ID Question Text Minimum Mean

Desired Mean

Perceived Mean

Adequacy Mean

Superiority Mean

AS-3 Employees who are consistently courteous 6.22 7.68 7.55 1.33 -0.13

AS-8 Willingness to help users 6.29 7.74 7.49 1.20 -0.25

AS-4 Readiness to respond to users' questions 6.31 7.64 7.43 1.12 -0.21

AS-5 Employees who have the knowledge to answer user questions 6.31 7.70 7.41 1.11 -0.29

AS-6 Employees who deal with users in a caring fashion 5.92 7.45 7.26 1.34 -0.19

AS-7 Employees who understand needs of their users 6.13 7.60 7.22 1.08 -0.38

AS-9 Dependability in handling users' service problems 6.24 7.71 7.19 0.95 -0.52

AS-1 Employees who instill confidence in users 5.43 7.31 6.80 1.37 -0.51

AS-2 Giving users individual attention 5.19 6.73 6.47 1.28 -0.26

Add Availability of subject specialist assistance 5.78 7.34 6.92 1.14 -0.42

2012 ARL Libraries 7.34 0.93 -0.42

SMU Thermometer Chart

2012 ARL Libraries

International Perception Ratings

Percentile ARL SCONUL Canada Hong Kong

SMU

1 3.671 3.318 3.815 3.998 2.74

25 6.412 6.050 6.476 6.000

50 7.143 6.864 7.182 6.727 7.15

75 7.773 7.545 7.773 7.318

99 9.000 9.000 9.000 8.773 9.00

This shows that Singapore survey results are more similar to ARL or US libraries

Source: Thompson, Brian. 2008. “Using National and International Score Norms as a Library Service Quality Benchmarking Tool.” Paper presented at the 17th Meeting of the Greek Academic Libraries, Ioannina, Greece. September 24-26.

Additional Questions

1. A place for reflection and creativity (Place)

2. Availability of subject specialist assistance (Service)

3. Ease & timeliness in getting materials from other libraries

4. Ease of use of electronic resources (Info control)

5. Teaching me how to access, evaluate, and use information

Satisfaction

Overall Mean

ARL 2012

How would you rate the overall quality of the service provided by the Library?

7.40 7.69

In general, I am satisfied with the way in which I am treated at the Library

7.39 7.35

In general, I am satisfied with library support for my learning, research, and/or teaching needs

7.28 7.47

Satisfaction by Group

Overall Mean

UG Mean

PG Mean

Faculty Mean

How would you rate the overall quality of the service provided by the Library? 7.40 7.37 7.31 8.08

In general, I am satisfied with the way in which I am treated at the Library 7.39 7.28 7.23 7.64

In general, I am satisfied with library support for my learning, research, and/or teaching needs

7.28 7.39 7.32 7.70

Sample size 1970 1736 115 66

Information Literacy Outcomes

Overall Mean

ARL 2012

The library enables me to be more efficient in my academic pursuits or work.

7.15 6.38

The library aids my advancement in my academic discipline or work.

7.06 7.27

The library helps me distinguish between trustworthy and untrustworthy information.

6.38 7.31

The library provides me with the information skills I need in my work or study.

6.36 6.41

The library helps me stay abreast of developments in my field(s) of interest.

6.32 6.94

Overall Dimensions of Excellence

ID QuestionSuperiority

GapPerceived

Mean

AS-3 Employees who are consistently courteous -0.13 7.55

AS-8 Willingness to help users -0.25 7.49

AS-4 Readiness to respond to user’s questions -0.21 7.43

AS-5 Employees who have the knowledge to answer user questions -0.29 7.41

AS-6 Employees who deal with users in a caring fashion -0.19 7.26

AS-3 AS-8 AS-4 AS-5 AS-6

Overall Dimensions for Improvement

ID Question Superiority GapPerceived Mean

LP-1 Library space that inspires study and learning -1.36 6.67

LP-2 Quiet space for individual activities -1.28 6.72

LP-3 A comfortable and inviting location -1.01 6.83

LP-Add A place for reflection and creativity -0.99 6.06

LP-4 A getaway for study, learning, or research -0.80 7.02

LP-5 Community space for group learning and group study -0.80 6.89

LP-1 LP-2 LP-3 LP-Add LP-4 LP-5

Postgraduate Dimensions of Excellence

ID Question TextSuperiority Mean

Perceived Mean

AS-8 Willingness to help users -0.17 7.55

AS-2 Giving users individual attention -0.16 6.69

AS-6 Employees who deal with users in a caring fashion -0.13 7.20

AS-5Employees who have the knowledge to answer user questions -0.10 7.56

AS-4 Readiness to respond to users' questions -0.08 7.55

AS-3 Employees who are consistently courteous -0.05 7.57

ID Question TextSuperiority Mean

Perceived Mean

LP-2 Quiet space for individual activities -1.20 6.75

LP-1 Library space that inspires study and learning -1.19 6.78

LP-4 A getaway for study, learning, or research -0.95 6.98LP-Add A place for reflection and creativity -0.89 6.35

IC-1 Making electronic resources accessible from my home or office -0.83 7.37

IC-2 A library Web site enabling me to locate information on my own -0.83 7.11

Postgraduate Dimensions of Excellence

Faculty Dimensions of Excellence

ID Question TextSuperiority Gap

Perceived Mean

AS-3 Employees who are consistently courteous 0.26 8.24AS-8 Willingness to help users -0.09 8.05AS-4 Readiness to respond to users' questions -0.38 7.95AS-9 Dependability in handling users' service problems -0.15 7.89AS-5 Employees who have the knowledge to answer user questions -0.45 7.79

ID Question Text (Gap from Desired are largest)Superiority Gap

Perceived Mean

IC-2 A library Web site enabling me to locate information on my own -1.06 7.35

IC-8 Print and/or electronic journal collections I require for my work -1.05 7.40

IC-1 Making electronic resources accessible from my home or office -0.92 7.56

IC-4 The electronic information resources I need -0.88 7.65

IC-6 Easy-to-use access tools that allow me to find things on my own -0.83 7.41

LP-2 Quiet space for individual activities -0.74 6.98

Faculty Dimensions of Excellence

Comments

• 1160 comments (856)• 304 with nil, NA, -• 15 comments on equipment• 70 comments on collection• 88 general comments (88 +ve)• 90 comments on information control (70 –ve, 20 +ve)

• 250 comments on place (220 –ve, 30 +ve)• 324 comments on service (319 +ve, 5 -ve)

Place Comments

• The entire atmosphere at the library - feels too cramped and crowded with people for it to be a place for reflection or creativity

• There isn’t enough space for quiet study

• If zones for group work and individual were more clearly demarcated, students will know where the appropriate place to go

Information Control Comments

• I appreciate that you generally acquire requested materials quickly. The link that appears in scholar.google.com could be improved. (Faculty)

• I did not actually know what are the resources and databases that we have until a librarian comes to class and tell us about it

• Some of the databases are quite hard to navigate • Has awesome databases and research resources but

picking up the skills to use them effectively is a bit harder than it seems

Service Comments

• The service has been top notch for years. The librarians go out of their way to be helpful. (Faculty)

• I believe that SMU has a leading library team that understands and cares for the needs of every individual student. The library team has played an integral role in my academic pursuits thus far.

• I like how the librarians are always eager to assist me whenever I approach them with questions. The library training I received in class is also very useful.

• They are probably the ONE AND ONLY group of staff in SMU that really cares and goes out of their way to give aid, bring laughter, joy to the students

Collection & Equipment Comments

• More full text• More journals• More books• More concurrent logins• More Course Reserves copies, latest editions, longer

loan periods• More leisure reading• Computers & LCDs need to be replaced/updated/ in

working condition• Computers to be installed with Firefox, Chrome, etc

Singapore Management University 2013

7.69-0.617.086.16

ARL Libraries 2012

7.81-0.677.146.41

Conclusion

• Service & Library Staff

• Library as Place• Information control

(some dimensions can be improved further)