After the Academy

Selena LockLibQUAL+ Results Meeting

22nd August 2005

Background

Cranfield University at DCMT (RMCS)

• Quality Management Student Perspective Survey 1993

• Exit Questionnaires 1994-• Information Services Survey 1996

– Priority Search

• DTC MSc & MA Course Students 1997– Repeat of 1996 methodology

Continued …

• Researchers Survey 1998– First Web-based survey; PR methodology

• SCONUL ACPI WGUS Survey 1999– Satisfaction vs importance template; PR analysis

• University Libraries Survey 2001– SCONUL template +; PR analysis

• LibQUAL+ Pilot 2003• LibQUAL+ 2005

LibQUAL+ 2003

LibQUAL+ 2003

• Ran LibQUAL+ March 2003– 538 Responses overall– 166 at DCMT

• Overall results were positive• Further data analysis conducted by the

Library and Information Statistics Unit at Loughborough

LISU Report

• Campus breakdown necessary• Also provided analysis:

– By user group– By gender– By discipline (overall)– Comparisons of campuses– Comparisons to the SCONUL Average– Comparisons to a US Average

• Including commentary & recommendations

Further analysis conducted

• Comments analysed in-house• Detailed management report produced

at DCMT– Building upon LISU findings– Including Comment analysis

LibQUAL+ 2005

LibQUAL+ 2005

• Ran LibQUAL+ February to April 2005– 768 Responses overall– 237 at DCMT

• 15.8% Response rate

• Overall results were positive• Decided to develop analysis skills

internally

2005 Service Quality Evaluation Academy

• Intensive five-day programme• Focused on both qualitative and

quantitative methods for collecting and analyzing library service quality data

• Some focus on LibQUAL+, but basic concepts applicable to service quality evaluations in general

• Introduced the use of Atlas.TI and SPSS to analyse results

Austin, TX

What did I gain?

• Full understanding of all LibQUAL+ data and how it is calculated

• Further advanced statistical measures• Experience in using SPSS to calculate these• Understanding of Qualitative methods • Experience in Focus Groups• Practical knowledge of how to use Atlas.TI with

LibQUAL+ data• Shared experience with other LibQUAL+

participants

Results of training (so far)

• Detailed DCMT report – By User Group– By Discipline

• Business & Management• Computer Science• Engineering & Technology

– Including Comment Analysis

• Initial Benchmarking• Comparisons with local Exit Questionnaire

DCMT Findings

Overall Library Staff

Library Staff Findings

DCMT Library Staff Overall Library Staff

Comment analysis

Benchmarking 2005

5

6

7

8

9

DCMT 2003 DCMT 2005 SCONUL 2003 SCONUL 2004 SCONUL 2005

DCMT Exit Questionnaire 2003

• Exit Questionnaire– Conducted June 2003– Issued to all graduating students– Ratings calculated on a 6 point scale– Total responses at Shrivenham = 152

• LibQUAL+– Conducted March 2003– Issued to all staff and students– Rating calculated on a 9 point scale– Total responses at Shrivenham = 166

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Opening hours. Assistance fromlibrary staff.

Stock of relevantbooks (Print or

Electronic).

Stock of relevantjournals (print or

electronic).

Availablilty ofelectronic

databases andservices.

Trainingprovision in use

of library.

library webpages.

Inter libraryloans.

Provision ofcomputers in

library.

Mean

Exit Questionnaire mean score LibQUAL+ Perceived Mean Exit Questionnaire importance score LibQUAL+ Desired Mean

Comparison Conclusions

• Users Perceptions better in Exit Questionnaire if not closely matched

• Bigger difference between “importance” and “desired”

• LibQUAL+ sets a bigger agenda for chance, even when only considering nine questions

Next Step

Further analysis planned

• Detailed analysis of other Campuses results

• Benchmarking– Internally– Nationally– Internationally

Potential research

• Is there a correlation between Information Skills and Information Control?

• Trend analysis by institution type– e.g. CURL, Old, New & HEC

• Comparisons with SCONUL Statistics• Comparisons with the SCONUL survey

and National Student Survey

Selena Lock

Research and Development OfficerDefence College of Management and

Technology

s.a.lock@cranfield.ac.uk