The University Library will be conducting a library service quality survey (LibQUAL+™) to measure the effectiveness of its services and identify best practices in April 2003. This page provides answers to frequently asked questions about the LibQUAL+™.
The LibQUAL+™ is a research and development project sponsored by the Associate of Research Libraries (ARL) in collaboration with the Texas A&M University Libraries. The project’s goal is to define and measure library service quality across institutions and to create useful quality-assessment tools for libraries. A total of 315 institutions, representing some of the largest research libraries in the world, are participating in the Spring 2003 LibQUAL+™ survey project.
Service quality has always been a value for libraries; LibQUAL+™ provides a measure of that value. The current LibQUAL+™ instrument measures library users’ perceptions of their libraries’ service quality and identifies gaps between desired, perceived, and minimal expectations of service.
2. Why is this survey important?
There is increasing pressure for libraries to move towards more outcome-based assessment, instead of relying merely on input, output, or resource metrics. This pressure comes from funding authorities as well as users themselves. Outcome measures show how well an organization serves its users: they demonstrate an institution’s efficiency and effectiveness. The LibQUAL+™ is one of several outcome-based assessment efforts begun under the ARL New Measures Initiative.
3. How will this survey benefit library users at Cal Poly Pomona?
As individual libraries receive information about areas needing improvement in the view of their users, this project will allow libraries to compare their service quality with other peer institutions, to develop benchmarks and understanding of best practices across institutions. By using the LibQUAL+™ instrument and initiating action based on the results of this survey, the University Library can be more responsive to users’ needs and provide services that are better aligned to users’ expectations. The ultimate goal is to improve services that better help users reach their learning and research objectives and effectively manage information resources.
4. How and when is the survey being conducted?
A random sample of email addresses has been drawn from the Library’s patron database, representing 3600 undergraduate students, 1200 graduate students, and 1000 faculty members. On Wednesday, April 9, 2003, these 5800 individuals will receive a pre-survey email message from Harold B. Schleifer, Dean of University Library, advising them that they will soon receive a web-based “Library Service Quality Survey,” and encouraging them to complete it. Five days later, on Monday, April 14, 2003, these individuals will receive another email from the Dean, with an imbedded URL for the actual survey. Within 7 to 10 days, reminder notices from the Dean will be sent to all participants on Monday, April 21, 2003, and on Thursday, April 24, 2003.
The data from all 315 participating institutions will be collected on secure servers located in the Texas A&M University. Each response will be disaggregated as it reaches the server, and transmitted directly from the server to a database. The data are then analyzed and reports are generated for the individual libraries. The reports present information on the gaps between user’s desired, perceived, and minimally acceptable levels of service. Individual responses of participants will be wholly confidential.
5. Will there be any special incentives for participating?
There will be no compensation per se for completing the survey, though incentives will be offered to improve response rates. At the end of the web-based survey, respondents may elect to include an email address, which will enter them in a project incentive drawing (i.e., to a respondent from one of the 315 participating institutions). Five $25 Bronco Bookstore Gift Certificates will be awarded at the local level (i.e., to 5 Cal Poly Pomona respondents).
6. What survey instrument is being used?
The LibQUAL+™ survey instrument is adapted from an instrument called SERVQUAL, which was developed by the marketing research team of A. Parasuraman, V. A. Zeithaml, and L. L. Berry. The SERVQUAL instrument was regrounded based on a series of interview with library users. The regrounded instrument, called LibQUAL+™, is being refined with each iteration of the survey through the pilot phase (1999-2003).
The 2003 instrument consist of 25 3-scale questions that will address the four dimensions found to be valid in previous testing: service affect, library as place, personal control, and information access. Average response time is expected to be 10 minutes.
The questionnaire is straightforward and involves no deception or coercion. Potential respondents may elect not to proceed with the survey after reading the guarantees of confidentiality and privacy.
7. Is the survey exclusively web-based, or can I complete a paper version?
Respondents not able to complete an online questionnaire may obtain a paper copy of the survey by contacting Cecilia Huang at 909-869-3126, or at libsys@csupomona.edu.
8. What if I cannot open the URL from my email?
If you have trouble opening the URL from within your email message, you can copy the URL and paste it into your Web browser. If you still cannot access the survey, you can either call Cecilia Huang at 909-869-3126 or email her at libsys@csupomona.edu.
9. What if my browser has problems opening the survey?
You may be using a browser that is too old for the survey to function properly. The survey runs best on Netscape Navigator version 4.7 or higher.
10. Must I be part of the random sample to complete a survey?
The University Library continuously seek feedback from library users, to help establish priorities and to improve collections and services. If you are not part of the present random sample, but would like to complete a survey, please contact Cecilia Huang at 909-869-3126, or at libsys@csupomona.edu.
Only those returns from the random sample will be forwarded to LibQUAL+™ for multi-institutional analysis and comparison. However, the University Library welcomes completed surveys from other interested users, and will review these returns along with those gathered from the random sample.
11. Why are reminders sent to respondents who have already completed the survey?
In general, reminders are sent because research indicates that the single highest predictor of response rates in web-based surveys is the number of contacts made, including reminders. (See: Cook, Heath, and Thompson, “Score reliability in Web- or internet-based surveys: Unnumbered graphic rating scales versus Likert-type scales, Educational and Psychological Measurement, v. 61, 2001, p.697-706.)
The fact that reminders are sent to all respondents, including those who’ve already completed the survey, is a result of the project’s built-in mechanisms for security and confidentiality. As soon as a respondent submits the survey his/her email address is separated from the responses entered and saved in separate database. This provides maximum security, but makes it difficult to track who has/has not completed the survey. Thus, everyone gets a reminder.
12. Why do the discipline categories in the survey not match Cal Poly Pomona’s college/department structure?
Because this is a multi-institution survey, discipline categories have been standardized for ease of comparison. This will assist with future benchmarking activities. If in doubt as to what standardized discipline you should use to identify yourself, consult the following list.
|
CPP College/Department |
Corresponding Discipline on Survey |
|---|---|
|
College of Agriculture |
Agriculture / Environmental Studies |
|
College of Business Administration |
Business |
|
College of Education & Integrative Studies |
Education |
|
College of Engineering |
Engineering / Computer Science |
|
College of Environment Design |
|
|
Architecture |
Architecture |
|
Art & Design |
Performing & Fine Arts |
|
Landscape Architecture |
Architecture |
|
Urban & Regional Planning |
Architecture |
|
College of Letters, Arts & Social Sciences |
|
|
Anthropology |
Social Sciences / Psychology |
|
Behavioral Science |
Social Sciences / Psychology |
|
Communication |
Communications / Journalism |
|
Criminology |
Social Sciences / Psychology |
|
Economics |
Social Sciences / Psychology |
|
English |
Humanities |
|
Geography |
Social Sciences / Psychology |
|
History |
Social Sciences / Psychology |
|
Humanities |
Humanities |
|
Kinesiology |
Health Sciences |
|
Music |
Performing & Fine Arts |
|
Philosophy |
Humanities |
|
Political Science |
Social Sciences / Psychology |
|
Psychology |
Social Sciences / Psychology |
|
Social Sciences |
Social Sciences / Psychology |
|
Sociology |
Social Sciences / Psychology |
|
Spanish |
Humanities |
|
Theatre |
Performing & Fine Arts |
|
College of Science |
|
|
Biology |
Science |
|
Botany |
Science |
|
Chemistry |
Science |
|
Computer Science |
Engineering / Computer Science |
|
Geology |
Science |
|
Mathematics |
Science |
|
Microbiology |
Science |
|
Physics |
Science |
|
Zoology |
Science |
|
Collins School of Hospitality Management |
Business |
13. Are survey results confidential even though I was asked to provide an email address for the incentive drawing?
Although the network address and email address is captured, your privacy is protected in two ways. First, very indirect information is captured which would be difficult to trace back to an individual. Second, everything possible is done to separate personal information from responses. Email addresses are not saved with the responses and once they are saved there is no way to link an individual’s responses to their email address. This process ensures their confidentiality when entering the incentive drawings.
For more information, contact Cecilia Huang at 909-869-3126, or at libsys@csupomona.edu. You may also wish to consult the LibQUAL+™ information page maintained by the Association of Research Libraries.
March 20, 2003
