久久热视频

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Teaching Connection #89

LibQUAL Survey of Service Quality

In Fall of 2015, the Libraries implemented the LibQUAL Survey of Service Quality. This survey asks participants to rate three levels of service (minimum, perceived, and desired) in three different areas:

  • Collections/Resources
  • Library as Place
  • Customer Service.
This is one tool that the Libraries use towards continuous improvement of collections, space, instruction, and service. More information on library assessment activities is available at .

Completion Rates

The survey was presented to all faculty, staff, graduate 久久热视频s, and a 20% (random) sample of undergraduate 久久热视频s. The completion rate by category is as follows:

  • Faculty: 11.6%
  • Staff: 7.0%
  • Graduate Students: 5.5%
  • Undergraduate Students: 6.5%

Population Snapshots

The data was examined to determine what specific user bases value from the Libraries. A snapshot was not generated for staff, as the dataset had a very large amount of variance. Overall, profiles for faculty and graduate 久久热视频s were remarkably similar, with undergraduate 久久热视频s have somewhat differing needs.

Faculty

  • Most Desired
    • Print and/or electronic journal collections I require for my work
    • Making electronic resources accessible from my home or office
    • Readiness to respond to users' questions
  • High Performing Areas
    • Giving users individual attention
    • Willingness to help users
    • Community space for group learning and group study
  • Areas for Further Investigation
    • Making electronic resources accessible from my home or office
    • A library website enabling me to locate information on my own
    • Print and/or electronic journal collections I require for my work

Graduate Students

  • Most Desired
    • Making electronic resources accessible from my home or office
    • A library website enabling me to locate information on my own
    • Quiet space for individual activities
  • High Performing Areas
    • Giving users individual attention
    • Readiness to respond to users' questions
    • A comfortable and inviting location
  • Areas for Further Investigation
    • A library website enabling me to locate information on my own
    • Print and/or electronic journal collections I require for my work
    • Quiet space for individual activities

Undergraduate Students

  • Most Desired
    • A comfortable and inviting location
    • Community space for group learning and group study
    • Willingness to help users
  • High Performing Areas
    • Library staff teaching me how to effectively use the electronically available databases, journals, and books
    • Willingness to help users
  • Areas for Further Investigation
    • A library website enabling me to locate information on my own
    • Library space that inspires study and learning
    • Quiet space for individual activities

Moving Forward

In addition to fostering areas in which perceptions were strong, there are some areas in which investigations will occur to better understand users perceptions on certain aspects of library service and to act accordingly. Areas of focus for future investigation include website usability, liaison outreach and engagement, and study space availability (both individual and group).

March 2016

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