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How is the LibQUAL+® survey constructed and conducted?
The LibQUAL+® survey evolved from a conceptual model based on the SERVQUAL instrument, a popular tool for assessing service quality in the private sector. The Texas A&M University (TAMU) Libraries and other libraries used modified SERVQUAL instruments for several years. ARL, representing the largest research libraries in North America, partnered with TAMU to develop, test, and refine a newly adapted tool to serve the particular requirements of libraries: LibQUAL+®. After years of revision based on data collected from thousands of library users, the LibQUAL+® survey has evolved into a protocol consisting of “22 items and a box.”
The 22 core survey items measure user perceptions of service quality in three dimensions: Affect of Service, Information Control, and Library as Place. For each item, users indicate their minimum service level, desired service level, and perceived service performance. The survey contains additional items that address information literacy outcomes, library use, and general satisfaction. An open-ended comments box provides a wealth of information for qualitative analysis. Participants also have the option to select five additional local questions to add to their survey.
Conducting the LibQUAL+® survey requires little technical expertise on your part. You invite your users to take the survey, distributing the URL for your library's Web form via e-mail, on your Web site, or another method. Respondents complete the survey form and their answers are sent to a central database. The data are analyzed and presented to you in reports describing your users' minimum, desired, and perceived expectations of service.
For sample screen shots of the survey, see Sample Screen from the LibQUAL+® Survey.
When is the best time to launch the survey?
Past experience has proven that Monday or Tuesday morning is the best time of the week to send out your survey announcements and your follow-up messages. Libraries should look for a quiet period during the semester to launch the survey locally.
Who should we contact if we experience technical problems with the web survey form?
If you experience technical problems with the survey form, you should first contact your local IT personnel. If the problem cannot be resolved locally, send an e-mail message to libqual@arl.org, providing the following information about your computer system: platform (e.g. Windows 2000, Macintosh 9.1, etc), browser type and version (e.g. Netscape 4.7, IE 6.0, etc.) and a brief description of the problem, including what was being done when the problem occurred and the survey page on which the problem was experienced.
How should we handle paper surveys?
Each paper survey should be assigned a consecutive number before being given to respondents. Paper survey data should be entered into the library’s web survey form EXACTLY as it appears on the page. Data from paper surveys must be entered online before your institution’s survey closes. After the closing date, no additional data can be added. Libraries should keep a tally of the number of forms entered by hand.
Is the preview survey data made available to survey participants?
Preview data is not available to participants.
How can the survey results be confidential when respondents are asked to provide their e-mail address for the incentive prize drawings?
Although the network address and e-mail address of the respondent is captured, the respondent’s privacy is protected in two ways. First, very indirect information about the computer being used to take the survey is captured; it would be difficult to use this information to trace the individual. Second, everything possible is done to separate personal information from survey responses. E-mail addresses are not saved with the responses and, once they are saved, there s no way to link an individual’s responses to his or her e-mail address. This process ensures confidentiality when entering the incentive drawings.
When will we receive a list of our local incentive prize winners?
As soon as you close your institution’s survey, the randomly generated list of local prize winners will be automatically compiled. You can view the list of your local winners online via the survey management center, at http://www.libqual.org/Manage/Survey/index.cfm.
Who will notify the local incentive prizewinners?
Each participating library will be responsible for publicizing the incentive drawings and notifying their local prize winners.
How can I get more information about LibQUAL+®?
For more information, see the LibQUAL+® homepage at http://www.libqual.org, or send an e-mail to libqual@arl.org.
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