LibQUAL+ Survey - Fall 2006

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As we continue to plan for the future of the Georgia Tech Library & Information Center, it's important to understand users' needs and expectations in order to provide dynamic services and comprehensive materials. Thus, for the third time in fall 2006, the Libraries participated in a national research and development project to define and measure service quality across libraries. 307 libraries participated in this international study during 2006. The LibQUAL+ project uses a survey instrument to gauge library users' perceptions of services and to measure their satisfaction with services and resources so that libraries can identify areas for improvement.

We appreciate the thoughtful feedback and insight provided by LibQUAL+ Survey participants. Thanks for taking the time to assess the Library and improve the quality of our resources and services.

Nationally, the web-based LibQUAL+ survey consists of 22 items which are rated on a scale of 1 to 9 and 3 demographic questions. The Georgia Consortium of University System of Georgia libraries added 5 additional optional items for a total of 30 questions. In addition, survey participants were given an opportunity to make suggestions or comments. Following is some of the survey data and highlights:

Survey Participants:

Survey invitations were emailed to a random group of 2,400 members of the Georgia Tech community as follows: faculty (600), graduate students (900), and undergraduate students (900). 272 students and faculty completed the survey for roughly a 11% response rate. This is considered a good response rate for a survey group of this size.

Overall respondents by user group:

  • Undergraduates: 88 (10% response rate)
  • Graduates: 112 (12% response rate)
  • Faculty: 70 (12% response rate)

Respondents by Discipline:

The responses were generally representative with Humanities, Psychology, Science/Math, most Social Sciences, and a few Engineering disciplines responding at a higher rate than their proportion on campus. The remaining school or college response rates were slightly less than the campus population with Business, Computer Science, and Architecture responding at a lower rate:

  • Architecture: 13 (5%)
  • Business: 11 (4.3%)
  • Engineering / Computer Science: 153 (60.7%)
  • Health Sciences: 1 (.003%)
  • Humanities: 14 (5.5%)
  • Science / Math: 42 (16.6%)
  • Social Sciences / Psychology: 15 (5.9%)
  • Other: 3 (1.1%)

What was measured:

LibQUAL measured three dimensions of service: Affect of Service, Information Control, and Library as Place. The survey instrument gauges library users' perceptions of services and measures their satisfaction with services and resources so that libraries can identify areas for improvement.

Incentives:

The survey was random and completely anonymous. As an incentive, respondents were given the option to enter their email addresses into a drawing for one of14 local prizes. The prize winners are Juan Oablo Aguilar, Kane Barker, Lauren Buchbinder, Cantwell Carson, David Coleman, Kameron Joelson, Hannah Kasulka, Benjamin Keyserling, Eunyoung Kim, Monica Ko, Radhika Kumar, Ngoc-Nhi T. Le, Stacey Smith, Alejandro Toriello.

Feedback:

120 people made approximately 210 distinct comments at the completion of their survey.

Results:

Comment Highlights

  • Most users are pleased with staff and think the Library does a good job with limited resources.
  • All users want more books, journals, and online (electronic) materials, including textbooks.
  • Faculty members are particularly vocal in this area and are dissatisfied with the Library's collection depth.
  • Students agree that the Library buildings, furnishings, etc. need further refurbishment, but are pleased with the Library improvements such as the Library West Commons, Library East Commons, Jazzman’s Café, and more.
  • Students want more computer workstations and more enhancements to the Library web site.

Key Findings

The three most desired factors for the various constituent groups are:

Undergraduate Students

  • Modern equipment to find things on my own
  • A getaway for study, learning, or research
  • Library space that inspires study & learning

Graduate Students and Faculty

  • Making electronic resources accessible from my home or office
  • The electronic information resources I need
  • Print and/or electronic journal collections I require for work

The three to four least desired factors for the various constituent groups are:

Undergraduate Students

  • Giving users individual attention
  • Employees who instill confidence in users
  • Employees who deal with users in a caring fashion

Graduate Students and Faculty

  • Community space for group learning / study
  • Giving users individual attention
  • Library space that inspires study and learning
  • Quiet space for individual activities

For more information about the survey, please email us.

See also: