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Analyzing LibQUAL+ Survey Data: Identifying User Categories & Preferences

This paper presents an initial examination of LibQUAL+ survey responses from the University of Virginia Library. The study focuses on separate user categories including faculty, undergraduates, and graduate students. The analysis involves tallying the number of responses in each category and examining the results for different dimensions and questions. The paper also identifies the most and least desired services among different user categories. Benchmarking with peers is conducted to assess general satisfaction with library services.

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Analyzing LibQUAL+ Survey Data: Identifying User Categories & Preferences

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  1. LibQUAL+Finding the right numbers Jim Self University of Virginia Library Charlottesville VA USA 7th Northumbria Conference Stellenbosch, South Africa 13 August 2007

  2. Initial Examination • Focus on the separate user categories • Faculty • Undergraduates • Graduate students • Tally the number of responses • 100+ needed in each category

  3. UVa 2006 • Responses per category • Faculty -- 219 • Undergraduates -- 210 • Graduate students – 244 • Library staff -- 74

  4. The 22 core questions • Examine the notebooks • Scan results for each user category • Scan the summary charts by dimension • Rearrange the dimension charts • Create thermometer graphs • Question by question • 22 bars for each user category • Identify the red zones

  5. Red Zones at UVa • Journal Collections • Faculty • Grad Students • Website • Faculty • Remote access • Grad students

  6. Drilling into the data andmaking internal comparisons • By academic status • By discipline • By home library

  7. Among the 22 core questions,the most desired are: • Faculty • Journal collections 8.60 • Web site 8.49 • Grad Students • Journal collections 8.61 • Remote access 8.53 • Undergrads • Modern equipment 8.35 • Comfortable and inviting location 8.29 • Space that inspires study and learning 8.29

  8. Among the 22 core questions,the least desired are: • Faculty • Community space for group learning 6.56 • Quiet space for individual activities 7.03 • Grad Students • Community space for group learning 6.86 • Giving users individual attention 7.27 • Undergrads • Giving users individual attention 7.06 • Employees who instill confidence 7.30

  9. Benchmarking with Peers:General Satisfaction Questions • In general, I am satisfied with the way I am treated at the library. • In general, I am satisfied with library support for my learning, research, and/or teaching. • How would you rate the overall quality of the service provided by the library?

  10. Thank you! • Jim Self • self@virginia.edu • http://www.lib.virginia.edu/mis/

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