University of Alberta Libraries

Student Survey - Spring 2010

 

A survey of University of Alberta faculty, undergraduate and graduate students is being conducted by the University of Alberta Libraries in February/March 2010. The survey, known as LibQUAL+, focuses on issues of library service quality and is part of a research project led by the Association of Research Libraries (ARL). We thank each of the students that took the time to respond and provide us with valuable feedback about library services. A summary of survey results will be made available on the Library home page later this spring.

Visit the LibQUAL+ project web site for additional information or contact Allison Sivak, Assessment Librarian at 780-492-7324, or by e-mail: allison.sivak@ualberta.ca.

Nine Questions about LibQUAL+

1. What is the LibQUAL+ survey?
2. Why was LibQUAL+ started?
3. How will this survey benefit library users at the University of Alberta?
4. How and when is the survey being conducted?
5. What survey instrument is being used?
6. Can I complete a paper version?
7. Why are some of the survey questions redundant?
8. Why are reminders sent to respondents who have already completed the survey?
9. How do I claim my ONECard credit for responding?
10. I'd like to participate in an interview. Who do I contact?

 

1. What is the LibQUAL+ survey?

LibQUAL+ is a project to define and measure library service quality across institutions and to create useful quality-assessment tools for local planning. Service quality has always been a value for libraries; LibQUAL+ provides a measure of that value. LibQUAL+ uses a survey tool for measuring library users' perceptions of service quality and identifies gaps between desired, perceived, and minimum expectations of service. The project is led by the Association of Research Libraries (ARL).

2. Why was LibQUAL+ started?

There is an increasing need for libraries to move towards outcome-based assessment, instead of relying merely on input, output, or resource metrics. This need comes from funding authorities as well as users themselves. Outcome measures may show how well an organization serves its users; they demonstrate an institution's efficiency and effectiveness. 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 the University of Alberta?

Individual libraries participating in LibQUAL+ can identify where their services need improvement, in the view of their users. We also can compare our service quality with that of peer institutions in an effort to develop benchmarks and understanding of best practices across institutions. By initiating action based on the information we receive from our library users, we can provide services that are more closely aligned with our user's expectations. Since 2000, over 1,000 libraries have participated. This is the seventh year of participation for the University of Alberta Libraries.  

4. How and when is the University of Alberta survey being conducted?

On Tuesday, February 23, students registered in Winter term courses will receive an email message from Allison Sivak, Assessment Librarian, advising them that they will receive a web-based library service quality survey with the URL for the survey provided. There will be two follow-up e-mail reminders. The survey will be open for responses until April 2.

The data for all participating institutions is collected on secure servers located in the Texas A&M Library. Each response is disaggregated as it reaches the server, and survey results are reported back to the participating institutions as aggregate mean score data. Individual responses of participants are wholly confidential.

5. What survey instrument is being used?

The LibQUAL+ survey instrument is adapted from an instrument called SERVQUAL, which is grounded in the "Gap Theory of Service Quality" and was developed by the marketing research team of A. Parasuraman, V.A. Zeithaml, and L.L. Berry. The Texas A&M University Libraries and other libraries have been using modified SERVQUAL instruments for several years. These applications showed the need for a newly adapted SERVQUAL protocol that serves the needs of libraries. The original SERVQUAL instrument was regrounded based on a series of interviews with library users. The regrounded instrument, called LibQUAL+, is being refined with each iteration of the survey.

6. Can I complete a paper version?

Those wishing to complete a paper copy of the survey in lieu of filling out the web survey should contact Allison Sivak at 492-7324, or by e-mail: allison.sivak@ualberta.ca

7. Why are some of the survey questions redundant?

The survey tests a variety of dimensions of library service, each represented by multiple (and seemingly redundant) questions. The use of multiple/redundant questions allows the project coordinators to analyze the validity of each dimension through statistical means. Over time, questions that are not as effective as others in measuring the specific dimensions of service quality identified in this survey will be discarded.

8. 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. The fact that reminders are sent to all respondents, including those who have already completed the survey, is a result of the project's built-in mechanisms for security and confidentiality. Once a return is submitted to the project server, its contents are disaggregated and disassociated from the respondent’s email address. This provides maximum security, but precludes any differentiation of respondents/non-respondents among the sample. Thus, everyone gets a reminder.

9. How do I claim my ONECard credit for responding?

Email your name and your 11-digit ONECard Account number to allison.sivak@ualberta.ca. The credit will be applied to your account within a week.

10. I'd like to participate in an interview. Who do I contact?

Allison Sivak at 780-492-7324, or by e-mail: allison.sivak@ualberta.ca.

 

February 2010