Commonalities in LibQUAL+® (Dis)satisfaction: An international trend?
This document summarizes research comparing satisfaction and dissatisfaction levels across different dimensions of library services, such as affect of service, information control, and library as place. The research analyzed data from 19 European libraries and the ARL LibQUAL+ consortium in 2013, with over 41,000 total respondents who were primarily undergraduate students. Respondents' satisfaction and dissatisfaction were defined based on whether their perceptions met or exceeded their minimum and desired expectations. The results showed some commonalities in which dimensions had higher satisfaction and dissatisfaction levels between the European and ARL samples. Differences in satisfaction levels across user groups like undergraduates, graduates, and faculty were also examined.
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Commonalities in LibQUAL+® (Dis)satisfaction: An international trend?
- 1. Commonalities in LibQUAL+® (Dis)satisfaction: An international trend? Research conducted by Selena Killick Martha Kyrillidou Cranfield University Association of Research Libraries
- 2. LibQUAL+® • Internationally Renowned • Web based • Standardised • Expectations & Perceptions LibQUAL+®
- 3. Adequacy and Superiority Adequacy: 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 1 1 2 3 4 5 6 7 8 9 Adequacy Superiority Minimum Desired Perceived
- 4. Dimensions Affect of Service Empathy Responsiveness Assurance Reliability Information Control Library as Place Scope of Content Convenience Ease of Navigation Timeliness Equipment Self-Reliance Utilitarian Space Symbol Refuge
- 5. Commonalities in Satisfaction? Affect of Service Information Control Library as Place ? ? ? ? ? ?
- 6. Commonalities in Dissatisfaction? Affect of Service Information Control Library as Place ? ? ? ? ? ?
- 7. Sample Group • 2012: 19 European Libraries • 2013: ARL LibQUAL+ consortium 2013 • All respondents excluding Library staff • After data screening, n= 41,018 (~50% UG)
- 8. 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
- 10. Satisfied European Respondents Affect of Service Information Control Library as Place
- 11. Satisfied ARL Respondents Affect of Service Information Control Library as Place
- 12. Affect of Service Information Control Library as Place Undergraduates Graduates Faculty
- 13. Dissatisfied European Respondents Affect of Service Information Control Library as Place
- 14. Dissatisfied ARL Respondents Affect of Service Information Control Library as Place
- 15. Affect of Service Information Control Library as Place Undergraduates Graduates Faculty
- 16. So what?
- 18. Thank You! Selena Killick Martha Kyrillidou Cranfield University Association of Research Libraries s.a.killick@cranfield.ac.uk martha@arl.org