Presentation delivered at the 9th Northumbria International Conference on Performance Measurement in Libraries and Information Services. Presents the findings of a qualitative research project into the expectations of UK academic higher education library customers.
Measures of Central Tendency: Mean, Median and Mode
What do they want now? Qualitative regrounding of the LibQUAL+ survey.
1. What do they want now?
Qualitative regrounding of the
LibQUAL+® survey.
Selena Killick
Library Quality Officer
Cranfield University
2. “only customers judge quality; all
other judgements are essentially
irrelevant”
Zeithaml, V.A., Parasuraman, A. & Berry, L.L., 1990.
Delivering Quality Service, The Free Press, New York.
3.
4. Shavar Ross, Someone Else, August 5, 2005 via Flickr, Creative Commons Attribution
5. Needham, A. 2007. The Spice Girls just wannabe back [Photograph]. [Online]. Available at:
http://www.guardian.co.uk/music/musicblog/2007/jun/28/thespicegirlsjustwannabeb [Accessed 8 August 2011].
6.
7.
8. Stack of Books
Kelly Gifford, Stack of Books, February 10, 2007 via Flickr, Creative Commons Attribute.
9.
10. Brian Wilkins, iPhone 4, June 25, 2010 via Flickr, Creative Commons Attribute.
Spencer E Holtaway, Twitter website screenshot, March 23, 2009 via Flickr, Creative Commons Attribute.
Spencer E Holtaway, facebook website screenshot, March 23, 2009 via Flickr, Creative Commons Attribute.
11.
12.
13. Could you scan and
email me the print
journal articles I need to
save me from having to
come to the library?
14. I think different forms of electronic
delivery are froth that takes the
library’s resources away from the
important things, such as having a
proper collection of books.
h2g2. 2007. Is The Quality Of Things Getting Worse? [Photograph]. [Online]. Available at:
http://www.bbc.co.uk/dna/h2g2/A19156133 [Accessed 8 August 2011].
15. Jordi Casañas, n.d., Jaume Fuster Library [Photograph]. In: Monsen, I. (ed). IFLA Section on Library Buildings and Equipment, Newsletter 2011 No 1. Available
at: http://www.ifla.org/files/library-buildings-and-equipment/newsletters/2011-1-en.pdf
16. ex.libris, Studying, January 15, 2008 via Flickr, Creative Commons Attribute.
Kennedy Library, Collaboration Rooms, June 12, 2009 via Flickr, Creative Commons Attribute.
christopher Porter, Students Studying, January 12, 2006 via Flickr, Creative Commons Attribute.
17. I think of a proper library as being
somewhere not far off death in
atmosphere, in that it’s quiet and people
don’t talk much, because that’s what you
want as a working environment.
h2g2. 2007. Is The Quality Of Things Getting Worse? [Photograph]. [Online]. Available at:
http://www.bbc.co.uk/dna/h2g2/A19156133 [Accessed 8 August 2011].
18. Svein Halvor Halvorsen, Cram time (winter+spring), May 12, 2008 via Flickr, Creative Commons Attribute.
30. Remote
Access
Access Library
Tools Website
Electronic
Easy Access
Information
Print & Print
eJournals Materials
Modern
Equipment
31. A library Web site enabling me to locate
information on my own
Easy-to-use access tools that allow me to
find things on my own
Making information easily accessible for
independent use
32. The electronic information
resources I need
Print and/or electronic journal
collections I require for my work
The printed library materials I
need for my work
Hobvias Sudoneighm, Workstation, September 12, 2006 via Flickr, Creative Commons Attribute.
33. Modern equipment that lets me
easily access needed information
Making electronic resources
accessible from anywhere
accessible from my home or office
Ed Yourdon, Bryant Park, late Apr 2009 - 23, April 25, 2009 Via Flickr, Creative Commons Attribute
34. Remote
Access
Access Library
Tools Website
Electronic
Easy Access
Information
Print & Print
eJournals Materials
Modern
Equipment
35. Joanna Orpia, sorry we’re closed, January 1, 1980 Via Flickr, Creative Commons Attribute
UBC Library, Library Training 5, October 1, 2009 Via Flickr, Creative Commons Attribute
Two key elements of the library service raised by the customers of Cranfield are not part of the LibQUAL+® core 22 questions; library opening hours and training provided by library staff. However, questions on both of these areas are available within the optional additional five questions libraries can add to their survey.