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The library, e-library, and the librarian: some conclusions of the service quality survey at the
National Library of Estonia in 2011
Kai Idarand, Senior Specialist, SurveysTraining and Development Centre
National Library of Estonia
www.nlib.ee
26.10.2012 Bibliotheca Baltica
The user survey was conducted in the National Library of Estonia from October 3 to 15, 2011
- SERVQUAL two-dimensional gap model was used, the desired and the other of the current (perceived) level were compared
- to evaluate quality indicators, the 7-point scale was applied, the lowest grade1 (unsatisfactory) and the highest 7 (excellent)
Three dimensions of the library service quality were taken for evaluation:1) physical library as place
2) information access to the e-library3) affect of service – staff competence
www.nlib.ee
26.10.2012 Bibliotheca Baltica
All users of the library services were welcome to participate
- on paper or electronically on the web
- in the Estonian, Russian and English languages
- 14, 5 % of the active users returned the questionnaire
- 2/3 of the people completed the online survey
- different suggestions and comments in more than 700 questionnaires
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26.10.2012 Bibliotheca Baltica
The main survey hypothesis set was proved –
the library users` expectations were very high and
the character of the demands was critical Some conclusions:
1. The users expressed their expectations towards faster, more comfortable and user friendly search tools, more complete databases and easier access to the e-documents
2. Contemporary libraries must develop the traditional services in harmony with the e- and digital library services
3. Respondents were generally the most satisfied with the effect of service
www.nlib.ee
26.10.2012 Bibliotheca Baltica
The high evaluations of the library staff is not correlated with the way of using
the library services
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26.10.2012 Bibliotheca Baltica
Only or mostly in the library building
Only or mostly via the web
All options in use
Quick service 5,76 5,47 5,74
Competence of the staff 6,01 5,35 5,94
Politeness and compliance of the staff
6,03 5,82 6,01
Reliability of answering enquiries
5,97 5,73 6,00
The service effect was most highly evaluated by all
the library`s target groups
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26.10.2012 Bibliotheca Baltica
The users of the National Library of Estonia by occupation
civil servants, local government
officials5%
specialists, managers
20%
creative professionals
13%
researchers, PhD students, university
teachers12%
BA or Master students
30%
school students5%
others15%
The professional skills and qualities of the library staff are the determinate factors of importance for a complex search
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26.10.2012 Bibliotheca Baltica
As the possibilities of information search are increased at the digital library and on the web,
the problem of quicker, more reliable and complete search results
has risen
A paradox
What are the most common features of
the target group of researchers?
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26.10.2012 Bibliotheca Baltica
independence
a constant and demanding need for information
library as their „second home“
highly evaluated electronic services
They are still one of the most frequent visitors of the library but the frequency has been decreased
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26.10.2012 Bibliotheca Baltica
Wonderful, but might be even bigger! (university teacher, social sciences)
Some e-service quality indicators whose levels need to be raised
Easy usage of search and full texts in the
digital archive DIGAR; 1,36
Availability of digital copy service,
incl. EOD- service; 1,45
Access to full texts, e-books, e-journals and
databases ; 1,72
the gap between the desired and the current levels
The researchers are the eagerest users of the electronic library services
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26.10.2012 Bibliotheca Baltica
the gap in the indicator of staff competence
0,750,7
0,55 0,57
0,68
0,6 0,58 0,58
0
0,1
0,2
0,3
0,4
0,5
0,6
0,7
0,8
quick service competence of the staff politeness and complaisance ofthe staff
reliability of anwering enquiries
researchers general
„most are nice people, very patient and helpful” (researcher, the humanities)
“the working environment and service quality are very good, especially the competence of the staff – this helps to save a lot of valuable time” (an editor, PhD student, the humanities)
The biggest gap found in the physical environment indicators:
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26.10.2012 Bibliotheca Baltica
The National Library of Estonia
the opening hours to be more convenient
the working environment to improve and become more comfortable
silence and privacy are very important
cosy resting areas and better coffee
The researchers expect the library to offer the best choice and availability
of professional literature
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26.10.2012 Bibliotheca Baltica
The first quality indicators whose levels need to be raisedThe researchers` view
Convenient opening hours; 1,73
Access to full texts, e-books, e-
journals and databases ; 1,72
Availabil ity of professional
l i terature; 1,58
Sufficient number of data
collections; 1,56
Easy usage of search and full
texts in the digital archive
DIGAR; 1,36
0 0,2 0,4 0,6 0,8 1 1,2 1,4 1,6 1,8 2
one of the favourite e-services among the researchers - the possibilities of ID-card
which include reader registration,
logging into the library´s federated search portal, the digital archive DIGAR and the e-catalogue ESTER,
copying and scanning services etc
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26.10.2012 Bibliotheca Baltica
www.nlib.ee
26.10.2012 Bibliotheca Balticahttp://portaal.nlib.ee/V?func=meta-1&new_lng=eng
www.nlib.ee
24.05.2012 QQML 2012, Limerick
Measurement is an important and inevitable instrument in the evaluation process but is not an end in itself as the gained data
have to be used for the improvement of library services
The National Library of Estonia
Thank you!
