ARL. Association of Research Libraries / Texas A&M University American English All ARL All

Transcription

1 Associatio of Research Libraries / Texas A&M Uiversity All All All All

2 All All All All

3 Cotributors Collee Cook Texas A&M Uiversity Fred Heath Uiversity of Texas BruceThompso Texas A&M Uiversity Martha Kyrillidou Associatio of Research Libraries Joatha D. Sousa Associatio of Research Libraries Duae Webster Associatio of Research Libraries Associatio of Research Libraries / Texas A&M Uiversity All All All All

4 Associatio of Research Libraries 21 Dupot Circle NW Suite 800 Washigto, DC Phoe Fax Copyright 2006 Associatio of Research Libraries ISBN X (paperback) ISBN (PDF) All All All All

5 LibQUAL Survey Results - Page 1 of Itroductio 1.1 Ackowledgemets This otebook cotais iformatio from the 2006 admiistratio of the LibQUAL+ protocol. The material o the followig pages is draw from the aalysis of resposes from the participatig istitutios collected i The LibQUAL+ project requires the skills of a dedicated group. We would like to thak several members of the LibQUAL+ team for their key roles i this developmetal project. From Texas A&M Uiversity, the quatitative guidace of Bruce Thompso ad the qualitative leadership of Yvoa Licol have bee key to the project's itegrity. The behid-the-scees roles of Bill Chollet ad others from the library Systems ad Traiig uits were also formative. From the Associatio of Research Libraries, we are appreciative of the project maagemet role of Martha Kyrillidou ad the techical developmet role of Joatha Sousa, as well as the commuicatios ad admiistratio support provided by Amy Hoseth, Richard Groves, ad MaShaa Davis. A New Measures Iitiative of this scope is possible oly as the collaborative effort of may libraries. To the directors ad liaisos at all participatig libraries goes the largest measure of gratitude. Without your commitmet, the developmet of LibQUAL+ would ot have bee possible. We would like to exted a special thak you to all admiistrators at the participatig cosortia ad libraries that are makig this project happe effectively across various istitutios. We would like to ackowledge the role of the Fud for the Improvemet of Post-secodary Educatio (FIPSE), U.S. Departmet of Educatio, which provided grat fuds of $498,368 over a three-year period ( ). We would also like to ackowledge the support of the Natioal Sciece Foudatio (NSF) for its grat of $245,737 over a three-year period ( ) to adapt the LibQUAL+ istrumet for use i the sciece, math, egieerig, ad techology educatio digital library commuity, a assessmet tool i developmet ow called DigiQUAL. We would like to express our thaks for the fiacial support that has eabled the researchers egaged i this project to exceed all of our expectatios i stated goals ad objectives ad deliver a remarkable assessmet tool to the library commuity. Collee Cook Texas A&M Uiversity Fred Heath Uiversity of Texas Duae Webster Associatio of Research Libraries All All All All

6 Page 2 of 244 LibQUAL Survey Results LibQUAL+ : a Project from StatsQUAL I would persoally like to say a word about the developmet of LibQUAL+ over the last few years ad to thak the people that have bee ivolved i this effort. LibQUAL+ would ot have bee possible without the may people who have offered their time ad costructive feedback over the years for the cause of improvig library services. I a sese, LibQUAL+ has built three kids of parterships: oe betwee ad Texas A&M Uiversity, a secod oe amog the participatig libraries ad their staff, ad a third oe comprisig the thousads of users who have provided their valuable survey resposes over the years. LibQUAL+ was iitiated i 2000 as a experimetal project for bechmarkig perceptios of library service quality across 13 Libraries uder the leadership of, Fred Heath ad Collee Cook, the both at the Texas A&M Uiversity libraries. It matured quickly ito a stadard assessmet tool that has bee applied at more tha 700 libraries, collectig iformatio o more tha half a millio library users. Each year sice 2003, we have had more tha 200 libraries coduct LibQUAL+, more tha 100,000 users respod, ad aually more tha 50,000 users provide rich commets about the ways they use their libraries. There have bee umerous advacemets over the years. I 2005, libraries were able to coduct LibQUAL+ over a two sessio period (Sessio I: Jauary to May ad Sessio II: July to December). The LibQUAL+ servers were moved from Texas A&M to a exteral hostig facility uder the brad kow as StatsQUAL. Through the StatsQUAL gateway we will cotiue to provide iovative tools for libraries to assess ad maage their eviromets i the comig years. LibQUAL+ fidigs have egaged thousads of librarias i discussios with colleagues ad o what these fidigs mea for local libraries, for their regios, ad for the future of libraries across the globe. Cosortia have supported their members participatio i LibQUAL+ i order to offer a iformed uderstadig of the chages occurrig i their shared eviromet. Summary highlights have bee published o a aual basis showcasig the rich array of iformatio available through LibQUAL+ : LibQUAL Survey Highlights < LibQUAL Survey Highlights < LibQUAL Survey Highlights < Summary published reports have also bee made available: < The socio-ecoomic ad techological chages that are takig place aroud us are affectig the ways users iteract with libraries. We used to thik that libraries could provide reliable ad reasoably complete access to published ad scholarly output, yet we ow kow from LibQUAL+ that users have a isatiable appetite for cotet. No library ca ever have sufficiet iformatio cotet that would come close to satisfyig this appetite. All All All All

7 LibQUAL Survey Results - Page 3 of 244 The team at ad beyod has worked hard to urture the commuity that has bee built aroud LibQUAL+. We believe that closer collaboratio ad sharig of resources will brig libraries earer to meetig the ever chagig eeds of their demadig users. It is this spirit of collaboratio ad a willigess to view the world of libraries as a orgaic, itegrated, ad cohesive eviromet that ca brig forth major iovatios ad break ew groud. Iovatio ad aggressive marketig of the role of libraries i beefitig their commuities stregthe libraries. I a example of collaboratio, LibQUAL+ participats are sharig their results withi the LibQUAL+ commuity with a opeess that evertheless respects the cofidetiality of each istitutio ad its users. LibQUAL+ participats are actively shapig our Share Fair gatherigs, our i-perso evets, ad our uderstadig of how the collected data ca be used. LibQUAL+ offers a rich resource that ca be viewed usig may leses, should be iterpreted i multiple ways, ad is a powerful tool libraries ca use to uderstad their eviromet. LibQUAL+ is a commuity mechaism for improvig libraries ad I hope we see a icreasig umber of libraries utilizig it successfully i the years to come. I look forward to your cotiuig active ivolvemet i helpig us uderstad the may ways we ca improve library services. With warm regards, Martha Kyrillidou Director, Statistics ad Measuremet Program All All All All

8 Page 4 of 244 LibQUAL Survey Results LibQUAL+ : Defiig ad Promotig Library Service Quality What is LibQUAL+? LibQUAL+ is a suite of services that libraries use to solicit, track, uderstad, ad act upo users opiios of service quality. These services are offered to the library commuity by the Associatio of Research Libraries (). The program s ceterpiece is a rigorously tested Web-based survey budled with traiig that helps libraries assess ad improve library services, chage orgaizatioal culture, ad market the library. The goals of LibQUAL+ are to: Foster a culture of excellece i providig library service Help libraries better uderstad user perceptios of library service quality Collect ad iterpret library user feedback systematically over time Provide libraries with comparable assessmet iformatio from peer istitutios Idetify best practices i library service Ehace library staff members aalytical skills for iterpretig ad actig o data As of sprig 2006, more tha 700 libraries have participated i the LibQUAL+ survey, icludig colleges ad uiversities, commuity colleges, health scieces ad hospital/medical libraries, law libraries, ad public libraries-some through various cosortia, others as idepedet participats. LibQUAL+ has expaded iteratioally, with participatig istitutios i Caada, the U.K., ad other Europea coutries as well as Australia ad South Africa. It has bee traslated ito a umber of laguages, icludig Frech, Swedish, Dutch, Afrikaas, Germa, Daish, Fiish, ad Norwegia. The growig LibQUAL+ commuity of participats ad its extesive dataset are rich resources for improvig library services. How will LibQUAL+ beefit your library? Library admiistrators have successfully used LibQUAL+ survey data to idetify best practices, aalyze deficits, ad effectively allocate resources. Beefits to participatig istitutios iclude: Istitutioal data ad reports that eable you to assess whether your library services are meetig user expectatios Aggregate data ad reports that allow you to compare your library s performace with that of peer istitutios Workshops desiged for participats Access to a olie library of LibQUAL+ research articles The opportuity to become part of a commuity iterested i developig excellece i library services LibQUAL+ gives your library users a chace to tell you where your services eed improvemet so you ca respod to ad better maage their expectatios. You ca develop services that better meet your users expectatios by comparig your library s data with that of peer istitutios ad examiig the practices of those libraries that are evaluated highly by their users. How is the LibQUAL+ survey coducted? Coductig the LibQUAL+ survey requires little techical expertise o your part. You ivite your users to take All All All All

9 LibQUAL Survey Results - Page 5 of 244 the survey by distributig the URL for your library s Web form via . Respodets complete the survey form ad their aswers are set to a cetral database. The data are aalyzed ad preseted to you i reports describig your users desired, perceived, ad miimum expectatios of service. What are the origis of the LibQUAL+ survey? The LibQUAL+ survey evolved from a coceptual model based o the SERVQUAL istrumet, a popular tool for assessig service quality i the private sector. The Texas A&M Uiversity Libraries ad other libraries used modified SERVQUAL istrumets for several years; those applicatios revealed the eed for a ewly adapted tool that would serve the particular requiremets of libraries., represetig the largest research libraries i North America, partered with Texas A&M Uiversity Libraries to develop, test, ad refie LibQUAL+. This effort was supported i part by a three-year grat from the U.S. Departmet of Educatio s Fud for the Improvemet of Post-Secodary Educatio (FIPSE). All All All All

10 Page 6 of 244 LibQUAL Survey Results Web Access to Data Data summaries from the 2006 iteratio of the LibQUAL+ survey will be available to project participats olie via the LibQUAL+ survey maagemet site: < All All All All

11 LibQUAL Survey Results - Page 7 of Explaatio of Charts ad Tables A workig kowledge of how to read ad derive relevat iformatio from the tables ad charts used i your LibQUAL+ results otebook is essetial. I additio to the explaatory text below, you ca fid a self-paced tutorial o the project web site at: < Both the olie tutorial ad the text below are desiged to help you uderstad your survey results ad preset ad explai those results to others at your library. Radar Charts Radar charts are commoly used throughout the followig pages to display both aggregate results ad results from idividual istitutios. Basic iformatio about radar charts is outlied below, ad additioal descriptive iformatio is icluded throughout this otebook. What is a radar chart? Radar charts are useful whe you wat to look at several differet factors all related to oe item. Sometimes called spider charts or polar charts, radar charts feature multiple axes or spokes alog which data ca be plotted. Variatios i the data are show by distace from the ceter of the chart. Lies coect the data poits for each series, formig a spiral aroud the ceter. I the case of the LibQUAL+ survey results, each axis represets a differet survey questio. Questios are idetified by a code at the ed of each axis. The three dimesios measured by the survey are grouped together o the radar charts, ad each dimesio is labeled: Affect of Service (AS), Library as Place (LP), ad Iformatio Cotrol (IC). Radar charts are used i this otebook to preset the item summaries (the results from the 22 core survey questios). How to read a radar chart Radar charts are a effective way to graphically show stregths ad weakesses by eablig you to observe symmetry or uiformity of data. Poits close to the ceter idicate a low value, while poits ear the edge idicate a high value. Whe iterpretig a radar chart, it is importat to check each idividual axis as well as the chart s overall shape i order to gai a complete uderstadig of its meaig. You ca see how much data fluctuates by observig whether the spiral is smooth or has spikes of variability. Respodets miimum, desired, ad perceived levels of service quality are plotted o each axis of your LibQUAL+ radar charts. The resultig gaps betwee the three levels are shaded i blue, yellow, gree, ad red. Geerally, a radar graph shaded blue ad yellow idicates that users perceptios of service fall withi the zoe of tolerace ; the distace betwee miimum expectatios ad perceptios of service quality is shaded i blue, ad the distace betwee their desired ad perceived levels of service quality is show i yellow. Whe users perceptios fall outside the zoe of tolerace, the graph will iclude areas of red ad gree shadig. If the distace betwee users miimum expectatios ad perceptios of service delivery is represeted i red, that idicates a egative service adequacy gap score. If the distace betwee the desired level of service ad perceptios of service delivery is represeted i gree, that idicates a positive service superiority gap score. All All All All

12 Page 8 of 244 LibQUAL Survey Results - s The mea of a collectio of umbers is their arithmetic average, computed by addig them up ad dividig by their total umber. I this otebook, meas are provided for users miimum, desired, ad perceived levels of service quality for each item o the LibQUAL+ survey. s are also provided for the geeral satisfactio ad iformatio literacy outcomes questios. Stadard Deviatio Stadard deviatio is a measure of the spread of data aroud their mea. The stadard deviatio () depeds o calculatig the average distace of each score from the mea. I this otebook, stadard deviatios are provided for every mea preseted i the tables. Service Adequacy The Service adequacy gap score is calculated by subtractig the miimum score from the perceived score o ay give questio, for each user. Both meas ad stadard deviatios are provided for service adequacy gap scores o each item of the survey, as well as for each of the three dimesios of library service quality. I geeral, service adequacy is a idicator of the extet to which you are meetig the miimum expectatios of your users. A egative service adequacy gap score idicates that your users perceived level of service quality is below their miimum level of service quality ad is prited i red. Service Superiority The Service superiority gap score is calculated by subtractig the desired score from the perceived score o ay give questio, for each user. Both meas ad stadard deviatios are provided for service superiority gap scores o each item of the survey, as well as for each of the three dimesios of library service quality. I geeral, service superiority is a idicator of the extet to which you are exceedig the desired expectatios of your users. A positive service superiority gap score idicates that your users perceived level of service quality is above their desired level of service quality ad is prited i gree. Sectios with charts ad tables are omitted from the followig pages whe there are three or fewer idividuals i a specific group. I the cosortium otebooks, istitutio type summaries are ot show if there is oly oe library for a istitutio type. Idividual library otebooks are produced separately for each participat. All All All All

13 LibQUAL Survey Results - Page 9 of A Few Words about LibQUAL Libraries today cofrot escalatig pressure to demostrate impact. As Culle (2001) has oted, Academic libraries are curretly facig their greatest challege sice the explosio i tertiary educatio ad academic publishig which bega after World War II... [T]he emergece of the virtual uiversity, supported by the virtual library, calls ito questio may of our basic assumptios about the role of the academic library, ad the security of its future. Retaiig ad growig their customer base, ad focusig more eergy o meetig their customers' expectatios is the oly way for academic libraries to survive i this volatile eviromet. (pp ) Today, "A measure of library quality based solely o collectios has become obsolete" (Nitecki, 1996, p. 181). These cosideratios have prompted the Associatio of Research Libraries () to sposor a umber of "New Measures" iitiatives. The New Measures efforts represet a collective determiatio o the part of the membership to augmet the collectio-cout ad fiscal iput measures that comprise the Idex ad Statistics, to date the most cosistetly collected statistics for research libraries, with outcome measures such as assessmets of service quality ad satisfactio. Oe New Measures iitiative is the LibQUAL+ project (Cook, Heath & B. Thompso, 2002, 2003; Heath, Cook, Kyrillidou & Thompso, 2002; Thompso, Cook & Heath, 2003; Thompso, Cook & Thompso, 2002). Withi a service-quality assessmet model, "oly customers judge quality; all other judgmets are essetially irrelevat" (Zeithaml, Parasurama, Berry, 1990, p. 16). LibQUAL+ was modeled o the 22-item SERVQUAL tool developed by Parasurama, Berry ad Zeithaml (Parasurama, Berry & Zeithaml, 1991). However, SERVQUAL has bee show to measure some issues ot particularly relevat i libraries, ad to ot measure some issues of cosiderable iterest to library users. The fial 22 LibQUAL+ items were developed through several iteratios of studies ivolvig a larger pool of 56 items. The selectio of items employed i the LibQUAL+ survey has bee grouded i the users' perspective as revealed i a series of qualitative studies ivolvig a larger pool of items. The items were idetified followig qualitative research iterviews with studet ad faculty library users at several differet uiversities (Cook, 2002a; Cook & Heath, 2001). LibQUAL+ is ot just a list of 22 stadardized items. First, LibQUAL+ offers libraries the ability to select five optioal local service quality assessmet items. Secod, the survey icludes a commets box solicitig ope-eded user views. Almost half of the people respodig to the LibQUAL+ survey provide valuable feedback through the commets box. These ope-eded commets are helpful for ot oly (a) uderstadig why users provide certai ratigs, but also (b) uderstadig what policy chages users suggest, because may users feel the obligatio to be costructive. Participatig libraries are fidig the real-time access to user commets oe of the most useful devices i challegig library admiistrators to thik outside of the box ad develop iovative ways for improvig library services. LibQUAL+ is oe of 11 ways of listeig to users, called a total market survey. As Berry (1995) explaied, Whe well desiged ad executed, total market surveys provide a rage of iformatio umatched by ay other method... A critical facet of total market surveys (ad the reaso for usig the word 'total') is the measuremet of competitors' service quality. This [also] requires usig o-customers i the sample to rate the service of their suppliers. (p. 37) All All All All

14 Page 10 of 244 LibQUAL Survey Results - Although (a) measurig perceptios of both users ad o-users, ad (b) collectig perceptios data with regard to peer istitutios ca provide importat isights Berry recommeded usig multiple listeig methods, ad emphasized that "Ogoig data collectio... is a ecessity. Trasactioal surveys, total market surveys, ad employee research should always be icluded" (Berry, 1995, p. 54). Score Scalig "Perceived" scores o the 22 LibQUAL+ core items, the three subscales, ad the total score, are all scaled 1 to 9, with 9 beig the most favorable. Both the gap scores ("Adequacy" = "Perceived" - "Miimum"; "Superiority" = "Perceived" - "Desired") are scaled such that higher scores are more favorable. Thus, a adequacy gap score of +1.2 o a item, subscale, or total score is better tha a adequacy gap score of A superiority gap score of -0.5 o a item, subscale, or total score is better tha a superiority gap score of Usig LibQUAL+ Data I some cases LibQUAL+ data may cofirm prior expectatios ad library staff will readily formulate actio plas to remedy perceived deficiecies. But i may cases library decisio-makers will seek additioal iformatio to corroborate iterpretatios or to better uderstad the dyamics uderlyig user perceptios. For example, oce a iterpretatio is formulated, library staff might review recet submissios of users to suggestio boxes to evaluate whether LibQUAL+ data are cosistet with iterpretatios, ad the suggestio box data perhaps also provide user suggestios for remedies. User focus groups also provide a powerful way to explore problems ad potetial solutios. A uiversity-wide retreat with a small-group facilitated discussio to solicit suggestios for improvemet is aother follow-up mechaism that has bee implemeted i several LibQUAL+ participatig libraries. Ideed, the ope-eded commets gathered as part of LibQUAL+ are themselves useful i fleshig out isights ito perceived library service quality. Respodets ofte use the commets box o the survey to make costructive suggestios o specific ways to address their cocers. Qualitative aalysis of these commets ca be very fruitful. I short, LibQUAL+ is ot 22 items. LibQUAL+ is 22 items plus a commets box! Cook (2002b) provided case study reports of how staff at various libraries have employed data from prior reditios of LibQUAL+. Heath, Kyrillidou, ad Askew edited a special issue of the Joural of Library Admiistratio (Vol. 40, No. 3/4) reportig additioal case studies o the use of LibQUAL+ data to aid the improvemet of library service quality. This special issue has recetly bee published by Hayworth Press as a moograph. These publicatios ca be ordered by sedig a to libqual@arl.org Data Screeig The 22 LibQUAL+ core quatitative items measure perceptios of total service quality, as well as three sub-dimesios of perceived library quality: (a) Service Affect (9 items, such as "willigess to help users"); (b) Library as Place (5 items, such as "a getaway for study, learig, or research"); ad (c) Iformatio Cotrol (8 items, such as "a library Web site eablig me to locate iformatio o my ow" ad "prit ad/or electroic joural collectios I require for my work"). However, as happes i ay survey, i 2006 some users provided icomplete data, or icosistet data, or both. I All All All All

15 LibQUAL Survey Results - Page 11 of 244 compilig the summary data reported here, several criteria were used to determie which respodets to omit from these aalyses. 1. Complete Data. The Web software that presets the 22 core items moitors whether a give user has completed all items. O each of these items, i order to submit the survey successfully, users must provide a ratig of (a) miimally-acceptable service, (b) desired service, ad (c) perceived service or rate the item "ot applicable" ("NA"). If these coditios are ot met, whe the user attempts to leave the Web page presetig the 22 core items, the software shows the user where missig data are located, ad requests complete data. The user may of course abado the survey without completig all the items. Oly records with complete data o the 22 items ad where respodets chose a "user group," if applicable, were retaied i summary statistics. 2. Excessive "NA" Resposes. Because some istitutios provided access to a lottery drawig for a icetive (e.g., a Palm PDA) for completig the survey, some users might have selected "NA" choices for all or most of the items rather tha reportig their actual perceptios. Or some users may have views o such a arrow rage of quality issues that their data are ot very iformative. I this survey it was decided that records cotaiig more tha 11 "NA" resposes should be elimiated from the summary statistics. 3. Excessive Icosistet Resposes. O LibQUAL+, user perceptios ca be iterpreted by locatig "perceived" results withi the "zoe of tolerace" defied by data from the "miimum" ad the "desired" ratigs. For example, a mea "perceived" ratig o the 1-to-9 (9 is highest) scale of 7.5 might be very good if the mea "desired" ratig is 6.0. But a 7.5 perceptio score is less satisfactory if the mea "desired" ratig is 8.6, or if the mea "miimum" ratig is 7.7. Oe appealig feature of such a "gap measuremet model" is that the ratig format provides a check for icosistecies (i.e., score iversios) i the respose data (Thompso, Cook & Heath, 2000). Logically, o a give item the "miimum" ratig should ot be higher tha the "desired" ratig o the same item. For each user a cout of such icosistecies, ragig from "0" to "22," was made. Records cotaiig more tha 9 logical icosistecies were elimiated from the summary statistics. LibQUAL+ Norms A importat way to iterpret LibQUAL+ data is by examiig the zoes of tolerace for items, the three subscale scores, ad the total scores. However, the collectio of such a huge umber of user perceptios has afforded us with the uique opportuity to create orms tables that provide yet aother perspective o results. Norms tell us how scores "stack up" withi a particular user group. For example, o the 1-to-9 (9 is highest) scale, users might provide a mea "perceived" ratig of 6.5 o a item, "the prited library materials I eed for my work." The same users might provide a mea ratig o "miimum" for this item of 7.0, ad a mea service-adequacy "gap score" (i.e., "perceived" mius "miimum") of The zoe-of-tolerace perspective suggests that this library is ot doig well o this item, because "perceived" falls below "miimally acceptable." This is importat to kow. But there is also a secod way (i.e., ormatively) to iterpret the data. Both perspectives ca be valuable. A total market survey admiistered to more tha 100,000 users, as was LibQUAL+ i 2004 ad 2005, affords the opportuity to ask ormative questios such as, "How does a mea 'perceived' score of 6.5 stack up amog all All All All All

16 Page 12 of 244 LibQUAL Survey Results - idividual users who completed the survey?", or "How does a mea service-adequacy gap score of -0.5 stack up amog the gap scores of all istitutios participatig i the survey?" If 70 percet of idividual users geerated "perceived" ratigs lower tha 6.5, 6.5 might ot be so bad. Ad if 90 percet of istitutios had service-adequacy gap scores lower tha -0.5 (e.g., -0.7, -1.1), a mea gap score of -0.5 might actually be quite good. Users simply may have quite high expectatios i this area. They may also commuicate their dissatisfactio by ratig both (a) "perceived" lower ad (b) "miimum" higher. This does ot mea that a service-adequacy gap score of -0.5 is ecessarily a cause for celebratio. But a service-adequacy gap score of -0.5 o a item for which 90 percet of istitutios have a lower gap score is a differet gap score tha the same -0.5 for a differet item i which 90 percet of istitutios have a higher service-adequacy gap score. Oly orms give us isight ito this comparative perspective. Ad a local user-satisfactio survey (as agaist a total market survey) ca ever provide this isight. Commo Miscoceptio Regardig Norms. A ufortuate ad icorrect miscoceptio is that orms make value statemets. Norms do ot make value statemets! Norms make fact statemets. If you are a forest rager, ad you make $25,000 a year, a orms table might iform you of the fact that you make less moey tha 85 percet of the adults i the Uited States. But if you love the outdoors, you do ot care very much about moey, ad you are very service -orieted, this fact statemet might ot be relevat to you. Or, i the cotext of your values, you might iterpret this fact as beig quite satisfactory. LibQUAL+ Norms Tables. Of course, the fact statemets made by the LibQUAL+ orms are oly valuable if you care about the dimesios beig evaluated by the measure. More backgroud o LibQUAL+ orms is provided by Cook ad Thompso (2001) ad Cook, Heath ad B. Thompso (2002). LibQUAL+ orms for earlier years are available o the Web at the followig URLs: < < Respose Rates At the America Library Associatio mid-witer meetig i Sa Atoio i Jauary, 2000, participats were cautioed that respose rates o the fial LibQUAL+ survey would probably rage from percet. Higher respose rates ca be realized (a) with shorter surveys that (b) are directly actio-orieted (Cook, Heath & R.L. Thompso, 2000). For example, a very high respose rate could be realized by a library director admiisterig the followig oe-item survey to users: Istructios. Please tell us what time to close the library every day. I the future we will close at whatever time receives the most votes. Should we close the library at? (A) 10 p.m. (B) 11 p.m. (C) midight (D) 2 p.m. All All All All

17 LibQUAL Survey Results - Page 13 of 244 Lower respose rates will be expected for total market surveys measurig geeral perceptios of users across istitutios, ad whe a itetioal effort is made to solicit perceptios of both users ad o-users. Two cosideratios should gover the evaluatio of LibQUAL+ respose rates. Miimum Respose Rates. Respose rates are computed by dividig the umber of completed surveys at a istitutio by the umber of persos asked to complete the survey. However, we do ot kow the actual respose rates o LibQUAL+, because we do ot kow the correct deomiators for these calculatios. For example, give iadequacy i records at schools, we are ot sure how may addresses for users are accurate. Ad we do ot kow how may messages to ivite participatio were actually opeed. I other words, what we kow for LibQUAL+ is the "lower-boud estimate" of respose rates. For example, if 200 out of 800 solicitatios result i completed surveys, we kow that the respose rate is at least 25 percet. But because we are ot sure whether 800 addresses were correct or that 800 messages were opeed, we are ot sure that 800 is the correct deomiator. The respose rate ivolvig oly correct addresses might be 35 or 45 percet. We do't kow the exact respose rate. Represetativeess Versus Respose Rate. If 100 percet of the 800 people we radomly selected to complete our survey did so, the we ca be assured that the results are represetative of all users. But if oly 25 percet of the 800 users complete the survey, the represetativeess of the results is ot assured. Nor is urepresetativeess assured. Represetativeess is actually a matter of degree. Ad several istitutios each with 25 percet respose rates may have data with differet degrees of represetativeess. We ca ever be sure about how represetative our data are as log as ot everyoe completes the survey. But we ca at least address this cocer by comparig the demographic profiles of survey completers with the populatio (Thompso, 2000). At which uiversity below would oe feel more cofidet that LibQUAL+ results were reasoably represetative? Alpha Uiversity Completers (=200 / 800) Populatio (N=16,000) Geder Geder Studets 53% female Studets 51% female Faculty 45% female Faculty 41% female Disciplies Disciplies Liberal Arts 40% Liberal Arts 35% Sciece 15% Sciece 20% Other 45% Other 45% Omega Uiversity Completers (=200 / 800) Populatio (N=23,000) Geder Geder Studets 35% female Studets 59% female Faculty 65% female Faculty 43% female Disciplies Disciplies Liberal Arts 40% Liberal Arts 15% Sciece 20% Sciece 35% Other 40% Other 50% All All All All

18 Page 14 of 244 LibQUAL Survey Results - The persuasiveess of such aalyses is greater as the umber of variables used i the comparisos is greater. The LibQUAL+ software has bee expaded to automate these comparisos ad to output side-by-side graphs ad tables comparig sample ad populatio profiles for give istitutios. Show these to people who questio result represetativeess. However, oe cautio is i order regardig percetages. Whe total is small for a istitutio, or withi a particular subgroup, huge chages i percetages ca result from very small shifts i umbers. LibQUAL+ Iteractive Statistics I additio to the istitutio ad group otebooks ad the orms, LibQUAL+ has also provided a iteractive eviromet for data aalysis where istitutios ca mie istitutioal data for peer comparisos i 2003 ad The LibQUAL+ Iteractive Statistics for these years icludes graphig capabilities for all LibQUAL+ scores (total ad dimesio scores) for each idividual istitutio or groups of istitutios. Graphs may be geerated i either JPEG format for presetatio purposes or flash format that icludes more detailed iformatio for olie browsig. Tables may also be produced i a iteractive fashio for oe or multiple selectios of variables for all idividual istitutios or groups of participatig istitutios. Additioal developmet aims at deliverig orms i a iteractive eviromet. To access the LibQUAL+ Iteractive Statistics olie, go to: < I additio to the framework that is there for aalyzig the 2003 ad 2004 data, is workig o establishig a data miig eviromet that will allow all istitutios to aalyze data from every year whether or ot they have coducted the survey that year. This iterface will be available to participats o a subscriptio basis. Survey Data I additio to the otebooks, the iteractive statistics, ad the orms, LibQUAL+ also makes available (a) raw survey data i SPSS at the request of participatig libraries, ad (b) raw survey data i Excel for all participatig libraries. Additioal traiig usig the SPSS datafile is available as a follow-up workshop activity ad through the Service Quality Evaluatio Academy (see below), which also offers traiig o aalyzig qualitative data. The survey commets are also dowloadable i Excel format. Service Quality Evaluatio Academy LibQUAL+ is a importat tool i the New Measures toolbox that librarias ca use to improve service quality. But, eve more fudametally, the LibQUAL+ iitiative is more tha a sigle tool. LibQUAL+ is a effort to create a culture of data-drive service quality assessmet ad service quality improvemet withi libraries. Such a culture must be iformed by more tha oe tool, ad by more tha oly oe of the 11 ways of listeig to users. To facilitate a culture of service quality assessmet, ad to facilitate more iformed usage of LibQUAL+ data, the Associatio of Research Libraries has created the aual Service Quality Evaluatio Academy. For more iformatio about the Academy, see the LibQUAL+ evets page at < The itesive, five-day Academy teaches both qualitative ad quatitative skills that library staff ca use to evaluate ad geerate service-quality assessmet iformatio. The fourth cohort of Academy participats graduated i May, All All All All

19 LibQUAL Survey Results - Page 15 of The Academy is oe more resource for library staff who would like to develop ehaced service-quality assessmet skills. For more iformatio, about LibQUAL+ or the Associatio of Research Libraries Statistics ad Measuremet program, see: < < < Refereces Berry, L.L. (1995). O great service: A framework for actio. New York: The Free Press. Cook, C.C., Heath F., Thompso, B. LibQUAL+ from the UK Perspective. 5th Northumbria Iteratioal Coferece Proceedigs, Durham, UK, July, Cook, C.C. (2002a). A mixed-methods approach to the idetificatio ad measuremet of academic library service quality costructs: LibQUAL+. (Doctoral dissertatio, Texas A&M Uiversity, 2001). Dissertatio Abstracts Iteratioal, 62, 2295A. (Uiversity Microfilms No. AAT ) Cook, C. (Guest Ed.). (2002b). Library decisio-makers speak to their uses of their LibQUAL+ data: Some LibQUAL+ case studies. Performace Measuremet ad Metrics, 3. Cook, C., & Heath, F. (2001). Users' perceptios of library service quality: A "LibQUAL+ " qualitative study. Library Treds, 49, Cook, C., Heath, F. & Thompso, B. (2002). Score orms for improvig library service quality: A LibQUAL+ study. portal: Libraries ad the Academy, 2, Cook, C., Heath, F. & Thompso, B. (2003). "Zoes of tolerace" i perceptios of library service quality: A LibQUAL+ study. portal: Libraries ad the Academy, 3, Cook, C., Heath, F., & Thompso, R.L. (2000). A meta-aalysis of respose rates i Web- or Iteret-based surveys. Educatioal ad Psychological Measuremet, 60, Cook, C., & Thompso, B. (2001). Psychometric properties of scores from the Web-based LibQUAL+ study of perceptios of library service quality. Library Treds, 49, Culle, R. (2001). Perspectives o user satisfactio surveys. Library Treds, 49, Heath, F., Kyrillidou, M. & Askew, C.A. (Guest Eds.). (2004). Libraries report o their LibQUAL+ fidigs: From Data to Actio. Joural of Library Admiistratio (40) 3/4 (2004). Heath, F., Cook, C., Kyrillidou, M., & Thompso, B. (2002). Idex ad other validity correlates of LibQUAL+ scores. portal: Libraries ad the Academy, 2, All All All All

20 Page 16 of 244 LibQUAL Survey Results - Kyrillidou, Martha (2005). The globalizatio of library assessmet ad the role of LibQUAL+. From library sciece to iformatio sciece: studies i hoor of G. Kakouri (Athes, Greece: Tipothito-Giorgos Dardaos, 2005). [i Greek] Kyrillidou, Martha (2005/2006). Library Assessmet as a Collaborative Eterprise. Resource Sharig ad Iformatio Networks 18, 1/2, Kyrillidou, M., Olshe, T., Heath, F., Boelly, C., ad Cote, J. P. Cross-cultural implemetatio of LibQUAL+ : the Frech laguage experiece. 5th Northumbria Iteratioal Coferece Proceedigs, Durham, UK, July, Kyrillidou, M. ad Youg, M. (2005). Statistics Washigto, DC: Associatio of Research Libraries. Nitecki, D.A. (1996). Chagig the cocept ad measure of service quality i academic libraries. The Joural of Academic Librariaship, 22, Parasurama, A., Berry, L.L., ad Zeithaml, V.A. Refiemet ad Reassessmet of the SERVQUAL Scale. Joural of Retailig 67 (1991): Thompso, B. (2000, October). Represetativeess versus respose rate: It ai't the respose rate!. Paper preseted at the Associatio of Research Libraries () Measurig Service Quality Symposium o the New Culture of Assessmet: Measurig Service Quality, Washigto, DC. Thompso, B., Cook, C., & Heath, F. (2000). The LibQUAL+ gap measuremet model: The bad, the ugly, ad the good of gap measuremet. Performace Measuremet ad Metrics, 1, Thompso, B., Cook, C., & Heath, F. (2003). Structure of perceptios of service quality i libraries: LibQUAL+ study. Structural Equatio Modelig, 10, A Thompso, B., Cook, C., & Thompso, R.L. (2002). Reliability ad structure of LibQUAL+ scores: Measurig perceived library service quality. portal: Libraries ad the Academy, 2, Thompso, B., Cook, C., & Kyrillidou, M. (2005). Cocurret validity of LibQUAL+ scores: What do LibQUAL+ scores measure? Joural of Academic Librariaship, 31, Thompso, B., Cook, C., & Kyrillidou, M. (forthcomig). Usig Localized Survey Items to Augmet Stadardized Bechmarkig Measures Across User Groups: A LibQUAL+ Study. portal: Libraries ad the Academy Zeithaml, V.A., Parasurama, A., Berry, L.L. (1990). Deliverig quality service: Balacig customer perceptios ad expectatios. New York: Free Press. All All All All

21 LibQUAL Survey Results - Page 17 of Respodets by Istitutio for Below is a listig of all the istitutios that participated i the 2006 LibQUAL+ survey. Where applicable, they have bee separated out by library type (e.g. Academic Health Scieces, Academic Law, College or Uiversity). The umber of respodets from each istitutio ad the percetage of the total umber of respodets that they represet are provided. Istitutio Academic Health Scieces Respodets Respodets % 1) 2) 3) 4) OUHSC Bird HS Library % Temple Uiversity Health Scieces Ceter % Uiversity of Coecticut Health Ceter Library % Uiversity of Florida, Health Sciece Ceter Libraries % Sub Total: 1, % Academic Law 5) 6) Georgetow Uiversity Law Library % Howard W. Huter Law Library % Sub Total: % College or Uiversity 7) 8) 9) 10) 11) 12) 13) 14) 15) 16) 17) 18) 19) 20) 21) 22) 23) 24) 25) 26) 27) 28) Arizoa State Uiversity % Arizoa State Uiversity West % Bosto College % Brigham Youg Uiversity 1, % Columbia Uiversity Libraries % Florida State Uiversity 1, % George Washigto Uiversity % Georgetow Uiversity % Georgia Istitute of Techology % Idiaa Uiversity, Bloomigto 1, % KSG Library % McMaster Uiversity Libraries % New York Uiversity Libraries % Northwester % Ohio State Uiversity Libraries % Temple Uiversity Libraries % Texas A&M Uiversity, College Statio % UH Maoa Library % UIC 1, % Uiversity at Albay Libraries % Uiversity of Alberta Libraries % Uiversity of Arizoa Library % All All All All

22 Page 18 of 244 LibQUAL Survey Results - College or Uiversity (cotiued) 29) 30) 31) 32) 33) 34) 35) 36) 37) 38) 39) 40) 41) 42) 43) 44) 45) 46) Uiversity of Colorado at Boulder Libraries % Uiversity of Georgia Libraries 1, % Uiversity of Housto Libraries % Uiversity of Iowa 1, % Uiversity of Kasas Libraries 1, % Uiversity of Maitoba % Uiversity of Notre Dame Uiversity Libraries 2, % Uiversity of Pittsburgh % Uiversity of South Carolia - Columbia % Uiversity of Souther Califoria % Uiversity of Teessee Libraries 2, % Uiversity of Texas at Austi % Uiversity of Utah % Uiversity of Virgiia Library % Uiversity of Wiscosi - Madiso % UNM Libraries % Vaderbilt Uiversity, Jea ad Alexader Heard Library 1, % Washigto State Uiversity % Sub Total: 30, % Grad Total: 32, % All All All All

23 LibQUAL Survey Results - Page 19 of Academic Health Scieces Libraries Demographic Summary for 3.1 Respodets by User Group User Group Udergraduate First year Secod year Third year Fourth year Fifth year ad above No-degree Graduate Masters Doctoral No-degree or Udecided Faculty Adjuct Faculty Assistat Professor Associate Professor Lecturer Professor Other Academic Status Library Staff Admiistrator Maager, Head of Uit Public Services Systems Techical Services Other Staff Admiistrator/Maager Basic Sciece Staff (o-faculty) Clerical Staff (o-exempt) Cliical Staff (o-faculty) Residet, Fellow, or Iter Techical Support Staff Other staff positios Respodet Respodet % % % % % % % Sub Total: % % % % Sub Total: % % % % % % % Sub Total: % % % % % % % Sub Total: % % % % % % % % Sub Total: % Total: 1, % Academic Health Scieces All Academic Health Scieces All

24 Page 20 of 244 LibQUAL Survey Results Populatio ad Respodet Profiles by User Sub-Group The chart ad table below show a breakdow of survey respodets by sub-group, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The chart maps percetage of respodets for each user subgroup i red. Populatio percetages for each user subgroup are mapped i blue. The table shows the umber ad percetage for each user sub-group, for both the geeral populatio (N) ad survey respodets (). *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. First year (Udergraduate) Secod year (Udergraduate) Third year (Udergraduate) Fourth year (Udergraduate) Fifth year ad above (Udergraduate) No-degree (Udergraduate) User Sub-Group Masters (Graduate) Doctoral (Graduate) No-degree or Udecided (Graduate) Adjuct Faculty (Faculty) Assistat Professor (Faculty) Associate Professor (Faculty) Lecturer (Faculty) Professor (Faculty) Other Academic Status (Faculty) Respodet Profile by User Sub-Group Populatio Profile by User Sub-Group Percetage Academic Health Scieces All (Excludig Library Staff, Staff, Other Patros) Academic Health Scieces All (Excludig Library Staff, Staff, Other Patros)

25 LibQUAL Survey Results - Page 21 of 244 User Sub-Group Populatio N Populatio Respodets Respodets % % %N - % First year (Udergraduate) % % 2.52% Secod year (Udergraduate) % % 2.17% Third year (Udergraduate) % % 0.78% Fourth year (Udergraduate) % % 0.69% Fifth year ad above (Udergraduate) % % -1.25% No-degree (Udergraduate) % % -0.41% Masters (Graduate) 2, % % 15.40% Doctoral (Graduate) 3, % % -6.03% No-degree or Udecided (Graduate) % % -0.39% Adjuct Faculty (Faculty) % % -0.57% Assistat Professor (Faculty) % % -3.76% Associate Professor (Faculty) % % -2.46% Lecturer (Faculty) % % -0.27% Professor (Faculty) % % -4.53% Other Academic Status (Faculty) % % -1.89% Total: 9, % 1, % 0.00% Academic Health Scieces All (Excludig Library Staff, Staff, Other Patros) Academic Health Scieces All (Excludig Library Staff, Staff, Other Patros)

26 Page 22 of 244 LibQUAL Survey Results Populatio ad Respodet Profiles by Stadard Disciplie The chart ad table below show a breakdow of survey respodets by stadard disciplie, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The chart maps percetage of respodets for each disciplie i red. Populatio percetages for each disciplie are mapped i blue. The table shows the umber ad percetage for each disciplie, for both the geeral populatio (N) ad survey respodets (). *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Graduate School Hospital / Health System School of Allied Health Professios School of Detistry School of Medicie Disciplie School of Nursig School of Pharmacy School of Public Health School of Veteriary Medicie Shared Services / Library Other Respodet Profile by Disciplie Populatio Profile by Disciplie Percetage Academic Health Scieces All (Excludig Library Staff, Staff, Other Patros) Academic Health Scieces All (Excludig Library Staff, Staff, Other Patros)

27 LibQUAL Survey Results - Page 23 of 244 Disciplie Populatio N Populatio Respodets Respodets % % %N - % Graduate School % % % Hospital / Health System % % -1.24% School of Allied Health Professios 1, % % 3.60% School of Detistry 1, % % 2.92% School of Medicie 3, % % % School of Nursig 1, % % 1.64% School of Pharmacy 3, % % 18.55% School of Public Health % % -3.34% School of Veteriary Medicie % % 4.00% Shared Services / Library % % -0.24% Other % % -1.67% Total: 9, % 1, % 0.00% Academic Health Scieces All (Excludig Library Staff, Staff, Other Patros) Academic Health Scieces All (Excludig Library Staff, Staff, Other Patros)

28 Page 24 of 244 LibQUAL Survey Results Respodet Profile by Age This table shows a breakdow of survey respodets by age; both the umber of respodets () ad the percetage of the total umber of respodets represeted by each age group are displayed. Age Respodets Respodets % Uder % % % % % Over % Total: 1, % 3.5 Populatio ad Respodet Profiles by Sex The table below shows a breakdow of survey respodets by sex, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The umber ad percetage for each sex are give for the geeral populatio ad for survey respodets. *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Sex Populatio N Populatio % Respodets Respodets % Male 4, % % Female 5, % % Total: 10, % 1, % Academic Health Scieces All (Excludig Library Staff) Academic Health Scieces All (Excludig Library Staff)

29 LibQUAL Survey Results - Page 25 of Academic Health Scieces Libraries Survey Item Summary for 4.1 Core Questios Summary This radar chart shows aggregate results for the core survey questios. Each axis represets oe questio. A code to idetify each questio is displayed at the outer poit of each axis. While questios for each dimesio of library service quality are scattered radomly throughout the survey, o this chart they are grouped ito sectios: Affect of Service, Library as Place, ad Iformatio Cotrol. O each axis, respodets' miimum, desired, ad perceived levels of service quality are plotted, ad the resultig "gaps" betwee the three levels (represetig service adequacy ad service superiority) are shaded i blue, yellow, gree, ad red. The two followig tables show mea scores ad stadard deviatios for each questio, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) AS-7 AS-6 AS-5 Affect of Service AS-8 AS-4 AS-9 AS-3 IC-1 AS-2 IC-2 AS IC-3 LP-5 IC-4 LP-4 Iformatio Cotrol IC-5 IC-6 LP-2 LP-3 Library as Place IC-7 IC-8 LP-1 Perceived Less Tha Miimum Perceived Greater Tha Miimum Perceived Less Tha Desired Perceived Greater Tha Desired Academic Health Scieces All (Excludig Library Staff) Academic Health Scieces All (Excludig Library Staff)

30 Page 26 of 244 LibQUAL Survey Results - ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users ,148 AS-2 Givig users idividual attetio ,159 AS-3 Employees who are cosistetly courteous ,192 AS-4 Readiess to respod to users' questios ,169 AS-5 Employees who have the kowledge to aswer ,161 user questios AS-6 Employees who deal with users i a carig ,169 fashio AS-7 Employees who uderstad the eeds of their ,167 users AS-8 Willigess to help users ,165 AS-9 Depedability i hadlig users' service problems ,062 Iformatio Cotrol IC-1 Makig electroic resources accessible from my ,193 home or office IC-2 A library Web site eablig me to locate ,202 iformatio o my ow IC-3 The prited library materials I eed for my work ,122 IC-4 The electroic iformatio resources I eed ,201 IC-5 Moder equipmet that lets me easily access ,188 eeded iformatio IC-6 Easy-to-use access tools that allow me to fid ,196 thigs o my ow IC-7 Makig iformatio easily accessible for ,178 idepedet use IC-8 Prit ad/or electroic joural collectios I ,167 require for my work Library as Place LP-1 Library space that ispires study ad learig ,125 LP-2 Quiet space for idividual activities ,102 LP-3 A comfortable ad ivitig locatio ,137 LP-4 A getaway for study, learig, or research ,096 LP-5 Commuity space for group learig ad group study Overall: ,218 Academic Health Scieces All (Excludig Library Staff) Academic Health Scieces All (Excludig Library Staff)

31 LibQUAL Survey Results - Page 27 of 244 ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users ,148 AS-2 Givig users idividual attetio ,159 AS-3 Employees who are cosistetly courteous ,192 AS-4 Readiess to respod to users' questios ,169 AS-5 Employees who have the kowledge to aswer ,161 user questios AS-6 Employees who deal with users i a carig ,169 fashio AS-7 Employees who uderstad the eeds of their ,167 users AS-8 Willigess to help users ,165 AS-9 Depedability i hadlig users' service problems ,062 Iformatio Cotrol IC-1 Makig electroic resources accessible from my ,193 home or office IC-2 A library Web site eablig me to locate ,202 iformatio o my ow IC-3 The prited library materials I eed for my work ,122 IC-4 The electroic iformatio resources I eed ,201 IC-5 Moder equipmet that lets me easily access ,188 eeded iformatio IC-6 Easy-to-use access tools that allow me to fid ,196 thigs o my ow IC-7 Makig iformatio easily accessible for ,178 idepedet use IC-8 Prit ad/or electroic joural collectios I ,167 require for my work Library as Place LP-1 Library space that ispires study ad learig ,125 LP-2 Quiet space for idividual activities ,102 LP-3 A comfortable ad ivitig locatio ,137 LP-4 A getaway for study, learig, or research ,096 LP-5 Commuity space for group learig ad group study Overall: ,218 Academic Health Scieces All (Excludig Library Staff) Academic Health Scieces All (Excludig Library Staff)

32 Page 28 of 244 LibQUAL Survey Results Core Questio Dimesios Summary O the chart below, scores for each dimesio of library service quality have bee plotted graphically. The exterior bars represet the rage of miimum to desired mea scores for each dimesio. The iterior bars represet the rage of miimum to perceived mea scores (the service adequacy gap) for each dimesio of library service quality Affect of Service Iformatio Cotrol Library as Place Overall Dimesio Rage of Miimum to Desired Rage of Miimum to Perceived ("Adequacy Gap") Academic Health Scieces All (Excludig Library Staff) Academic Health Scieces All (Excludig Library Staff)

33 LibQUAL Survey Results - Page 29 of 244 The followig table displays mea scores for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service ,218 Iformatio Cotrol ,218 Library as Place ,188 Overall: ,218 The followig table displays stadard deviatio for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service ,218 Iformatio Cotrol ,218 Library as Place ,188 Overall: ,218 Academic Health Scieces All (Excludig Library Staff) Academic Health Scieces All (Excludig Library Staff)

34 Page 30 of 244 LibQUAL Survey Results Local Questios Summary This table shows mea scores for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Providig health iformatio whe ad where I eed it ,078 Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care , Electroic resources matchig my iformatio eeds ,178 Academic Health Scieces All (Excludig Library Staff) Academic Health Scieces All (Excludig Library Staff)

35 LibQUAL Survey Results - Page 31 of 244 This table displays the stadard deviatio for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Providig health iformatio whe ad where I eed it ,078 Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care , Electroic resources matchig my iformatio eeds ,178 Academic Health Scieces All (Excludig Library Staff) Academic Health Scieces All (Excludig Library Staff)

36 Page 32 of 244 LibQUAL Survey Results Geeral Satisfactio Questios Summary This table displays mea score ad stadard deviatio for each of the geeral satisfactio questios: Satisfactio with Treatmet, Satisfactio with Support, ad Satisfactio with Overall Quality of Service, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the geeral satisfactio questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9. Satisfactio Questio I geeral, I am satisfied with the way i which I am treated at the library ,218 I geeral, I am satisfied with library support for my learig, research, ad/or teachig eeds ,217 How would you rate the overall quality of the service provided by the library? , Iformatio Literacy Outcomes Questios Summary This table displays the mea score ad stadard deviatio for each of the iformatio literacy outcomes questios, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the iformatio literacy outcomes questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9 with 1 beig "strogly disagree" ad 9 represetig "strogly agree". Iformatio Literacy Outcomes Questios The library helps me stay abreast of developmets i my field(s) of iterest ,218 The library aids my advacemet i my academic disciplie ,218 The library eables me to be more efficiet i my academic pursuits ,218 The library helps me distiguish betwee trustworthy ad utrustworthy iformatio ,218 The library provides me with the iformatio skills I eed i my work or study ,218 Academic Health Scieces All (Excludig Library Staff) Academic Health Scieces All (Excludig Library Staff)

37 LibQUAL Survey Results - Page 33 of Library Use Summary This chart shows a graphic represetatio of library use (both o the premises ad electroically), as well as use of o-library iformatio gateways such as Yahoo ad Google. Bars represet the frequecy with which respodets report usig these resources: Daily, Weekly, Mothly, Quarterly, or Never. The table below the chart displays the umber ad percetage of respodets who selected each optio Percetage How ofte do you use resources o library premises? How ofte do you access library resources through a library Web page? How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? Daily Weekly Mothly Quarterly Never Frequecy Daily Weekly Mothly Quarterly Never / % How ofte do you use resources o library premises? % % % % % 1, % How ofte do you access library resources through a library Web page? % % % % % 1, % How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? % % % % % 1, % Academic Health Scieces Academic Health Scieces All (Excludig Library Staff) All (Excludig Library Staff)

38 Page 34 of 244 LibQUAL Survey Results - 5 Academic Health Scieces Libraries Udergraduate Summary for 5.1 Demographic Summary for Udergraduate Populatio ad Respodet Profiles for Udergraduate by Disciplie The chart ad table below show a breakdow of survey respodets by stadard disciplie, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio. The chart maps percetage of respodets for each disciplie i red. Populatio percetages for each disciplie are mapped i blue. The table shows the umber ad percetage for each disciplie, for both the geeral populatio (N) ad survey respodets (). Graduate School Hospital / Health System School of Allied Health Professios School of Detistry School of Medicie Disciplie School of Nursig School of Pharmacy School of Public Health School of Veteriary Medicie Shared Services / Library Other Respodet Profile by Disciplie Populatio Profile by Disciplie Percetage Academic Health Scieces Udergraduate Academic Health Scieces Udergraduate

39 LibQUAL Survey Results - Page 35 of 244 Disciplie Populatio N Populatio Respodets Respodets % % %N - % Graduate School % % 0.00% Hospital / Health System % % -0.82% School of Allied Health Professios % % 13.10% School of Detistry % % -7.38% School of Medicie % % % School of Nursig % % 12.81% School of Pharmacy % % 6.25% School of Public Health % % 0.00% School of Veteriary Medicie % % 0.00% Shared Services / Library % % 0.00% Other % % -3.47% Total: 1, % % 0.00% Academic Health Scieces Udergraduate Academic Health Scieces Udergraduate

40 Page 36 of 244 LibQUAL Survey Results Respodet Profile for Udergraduate by Age This table shows a breakdow of survey respodets by age; both the umber of respodets () ad the percetage of the total umber of respodets represeted by each age group are displayed. Age Respodets Respodets % Uder % % % % % Over % Total: % Populatio ad Respodet Profiles for Udergraduate by Sex The table below shows a breakdow of survey respodets by sex, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The umber ad percetage for each sex are give for the geeral populatio ad for survey respodets. *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Sex Populatio N Populatio % Respodets Respodets % Male % % Female % % Total: 1, % % Academic Health Scieces Udergraduate Academic Health Scieces Udergraduate

41 LibQUAL Survey Results - Page 37 of Core Questios Summary for Udergraduate This radar chart shows aggregate results for the core survey questios. Each axis represets oe questio. A code to idetify each questio is displayed at the outer poit of each axis. While questios for each dimesio of library service quality are scattered radomly throughout the survey, o this chart they are grouped ito sectios: Affect of Service, Library as Place, ad Iformatio Cotrol. O each axis, respodets' miimum, desired, ad perceived levels of service quality are plotted, ad the resultig "gaps" betwee the three levels (represetig service adequacy ad service superiority) are shaded i blue, yellow, gree, ad red. The two followig tables show mea scores ad stadard deviatios for each questio, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) AS-7 AS-6 AS-5 Affect of Service AS-8 AS-4 AS-9 AS-3 IC-1 AS-2 IC-2 AS IC-3 LP-5 IC-4 LP-4 Iformatio Cotrol IC-5 IC-6 LP-2 LP-3 Library as Place IC-7 IC-8 LP-1 Perceived Less Tha Miimum Perceived Greater Tha Miimum Perceived Less Tha Desired Perceived Greater Tha Desired Academic Health Scieces Udergraduate Academic Health Scieces Udergraduate

42 Page 38 of 244 LibQUAL Survey Results - ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Health Scieces Udergraduate Academic Health Scieces Udergraduate

43 LibQUAL Survey Results - Page 39 of 244 ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Health Scieces Udergraduate Academic Health Scieces Udergraduate

44 Page 40 of 244 LibQUAL Survey Results Core Questio Dimesios Summary for Udergraduate O the chart below, scores for each dimesio of library service quality have bee plotted graphically. The exterior bars represet the rage of miimum to desired mea scores for each dimesio. The iterior bars represet the rage of miimum to perceived mea scores (the service adequacy gap) for each dimesio of library service quality Affect of Service Iformatio Cotrol Library as Place Overall Dimesio Rage of Miimum to Desired Rage of Miimum to Perceived ("Adequacy Gap") Academic Health Scieces Udergraduate Academic Health Scieces Udergraduate

45 LibQUAL Survey Results - Page 41 of 244 The followig table displays mea scores for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: The followig table displays stadard deviatio for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: Academic Health Scieces Udergraduate Academic Health Scieces Udergraduate

46 Page 42 of 244 LibQUAL Survey Results Local Questios Summary for Udergraduate This table shows mea scores for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Providig health iformatio whe ad where I eed it Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care Electroic resources matchig my iformatio eeds Academic Health Scieces Udergraduate Academic Health Scieces Udergraduate

47 LibQUAL Survey Results - Page 43 of 244 This table displays the stadard deviatio for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Providig health iformatio whe ad where I eed it Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care Electroic resources matchig my iformatio eeds Academic Health Scieces Udergraduate Academic Health Scieces Udergraduate

48 Page 44 of 244 LibQUAL Survey Results Geeral Satisfactio Questios Summary for Udergraduate This table displays mea score ad stadard deviatio for each of the geeral satisfactio questios: Satisfactio with Treatmet, Satisfactio with Support, ad Satisfactio with Overall Quality of Service, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the geeral satisfactio questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9. Satisfactio Questio I geeral, I am satisfied with the way i which I am treated at the library I geeral, I am satisfied with library support for my learig, research, ad/or teachig eeds How would you rate the overall quality of the service provided by the library? Iformatio Literacy Outcomes Questios Summary for Udergraduate This table displays the mea score ad stadard deviatio for each of the iformatio literacy outcomes questios, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the iformatio literacy outcomes questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9 with 1 beig "strogly disagree" ad 9 represetig "strogly agree". Iformatio Literacy Outcomes Questios The library helps me stay abreast of developmets i my field(s) of iterest The library aids my advacemet i my academic disciplie The library eables me to be more efficiet i my academic pursuits The library helps me distiguish betwee trustworthy ad utrustworthy iformatio The library provides me with the iformatio skills I eed i my work or study Academic Health Scieces Udergraduate Academic Health Scieces Udergraduate

49 LibQUAL Survey Results - Page 45 of Library Use Summary for Udergraduate 100 This chart shows a graphic represetatio of library use (both o the premises ad electroically), as well as use of o-library iformatio gateways such as Yahoo ad Google. Bars represet the frequecy with which respodets report usig these resources: Daily, Weekly, Mothly, Quarterly, or Never. The table below the chart displays the umber ad percetage of respodets who selected each optio Percetage How ofte do you use resources o library premises? How ofte do you access library resources through a library Web page? How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? Daily Weekly Mothly Quarterly Never Frequecy Daily Weekly Mothly Quarterly Never / % How ofte do you use resources o library premises? % % % % % % How ofte do you access library resources through a library Web page? % % % % % % How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? % % % % % % Academic Health Scieces Academic Health Scieces Udergraduate Udergraduate

50 Page 46 of 244 LibQUAL Survey Results - 6 Academic Health Scieces Libraries Graduate Summary for 6.1 Demographic Summary for Graduate Populatio ad Respodet Profiles for Graduate by Disciplie The chart ad table below show a breakdow of survey respodets by stadard disciplie, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio. The chart maps percetage of respodets for each disciplie i red. Populatio percetages for each disciplie are mapped i blue. The table shows the umber ad percetage for each disciplie, for both the geeral populatio (N) ad survey respodets (). Graduate School Hospital / Health System School of Allied Health Professios School of Detistry School of Medicie Disciplie School of Nursig School of Pharmacy School of Public Health School of Veteriary Medicie Shared Services / Library Other Respodet Profile by Disciplie Populatio Profile by Disciplie Percetage Academic Health Scieces Graduate Academic Health Scieces Graduate

51 LibQUAL Survey Results - Page 47 of 244 Disciplie Populatio N Populatio Respodets Respodets % % %N - % Graduate School % % % Hospital / Health System % % -0.82% School of Allied Health Professios % % 0.69% School of Detistry % % 6.41% School of Medicie 1, % % % School of Nursig % % -1.23% School of Pharmacy 2, % % 26.66% School of Public Health % % -3.60% School of Veteriary Medicie % % 5.80% Shared Services / Library % % 0.00% Other % % -0.92% Total: 6, % % 0.00% Academic Health Scieces Graduate Academic Health Scieces Graduate

52 Page 48 of 244 LibQUAL Survey Results Respodet Profile for Graduate by Age This table shows a breakdow of survey respodets by age; both the umber of respodets () ad the percetage of the total umber of respodets represeted by each age group are displayed. Age Respodets Respodets % Uder % % % % % Over % Total: % Populatio ad Respodet Profiles for Graduate by Sex The table below shows a breakdow of survey respodets by sex, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The umber ad percetage for each sex are give for the geeral populatio ad for survey respodets. *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Sex Populatio N Populatio % Respodets Respodets % Male 3, % % Female 3, % % Total: 6, % % Academic Health Scieces Graduate Academic Health Scieces Graduate

53 LibQUAL Survey Results - Page 49 of Core Questios Summary for Graduate This radar chart shows aggregate results for the core survey questios. Each axis represets oe questio. A code to idetify each questio is displayed at the outer poit of each axis. While questios for each dimesio of library service quality are scattered radomly throughout the survey, o this chart they are grouped ito sectios: Affect of Service, Library as Place, ad Iformatio Cotrol. O each axis, respodets' miimum, desired, ad perceived levels of service quality are plotted, ad the resultig "gaps" betwee the three levels (represetig service adequacy ad service superiority) are shaded i blue, yellow, gree, ad red. The two followig tables show mea scores ad stadard deviatios for each questio, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) AS-7 AS-6 AS-5 Affect of Service AS-8 AS-4 AS-9 AS-3 IC-1 AS-2 IC-2 AS IC-3 LP-5 IC-4 LP-4 Iformatio Cotrol IC-5 IC-6 LP-2 LP-3 Library as Place IC-7 IC-8 LP-1 Perceived Less Tha Miimum Perceived Greater Tha Miimum Perceived Less Tha Desired Perceived Greater Tha Desired Academic Health Scieces Graduate Academic Health Scieces Graduate

54 Page 50 of 244 LibQUAL Survey Results - ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Health Scieces Graduate Academic Health Scieces Graduate

55 LibQUAL Survey Results - Page 51 of 244 ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Health Scieces Graduate Academic Health Scieces Graduate

56 Page 52 of 244 LibQUAL Survey Results Core Questio Dimesios Summary for Graduate O the chart below, scores for each dimesio of library service quality have bee plotted graphically. The exterior bars represet the rage of miimum to desired mea scores for each dimesio. The iterior bars represet the rage of miimum to perceived mea scores (the service adequacy gap) for each dimesio of library service quality Affect of Service Iformatio Cotrol Library as Place Overall Dimesio Rage of Miimum to Desired Rage of Miimum to Perceived ("Adequacy Gap") Academic Health Scieces Graduate Academic Health Scieces Graduate

57 LibQUAL Survey Results - Page 53 of 244 The followig table displays mea scores for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: The followig table displays stadard deviatio for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: Academic Health Scieces Graduate Academic Health Scieces Graduate

58 Page 54 of 244 LibQUAL Survey Results Local Questios Summary for Graduate This table shows mea scores for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Providig health iformatio whe ad where I eed it Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care Electroic resources matchig my iformatio eeds Academic Health Scieces Graduate Academic Health Scieces Graduate

59 LibQUAL Survey Results - Page 55 of 244 This table displays the stadard deviatio for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Providig health iformatio whe ad where I eed it Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care Electroic resources matchig my iformatio eeds Academic Health Scieces Graduate Academic Health Scieces Graduate

60 Page 56 of 244 LibQUAL Survey Results Geeral Satisfactio Questios Summary for Graduate This table displays mea score ad stadard deviatio for each of the geeral satisfactio questios: Satisfactio with Treatmet, Satisfactio with Support, ad Satisfactio with Overall Quality of Service, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the geeral satisfactio questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9. Satisfactio Questio I geeral, I am satisfied with the way i which I am treated at the library I geeral, I am satisfied with library support for my learig, research, ad/or teachig eeds How would you rate the overall quality of the service provided by the library? Iformatio Literacy Outcomes Questios Summary for Graduate This table displays the mea score ad stadard deviatio for each of the iformatio literacy outcomes questios, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the iformatio literacy outcomes questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9 with 1 beig "strogly disagree" ad 9 represetig "strogly agree". Iformatio Literacy Outcomes Questios The library helps me stay abreast of developmets i my field(s) of iterest The library aids my advacemet i my academic disciplie The library eables me to be more efficiet i my academic pursuits The library helps me distiguish betwee trustworthy ad utrustworthy iformatio The library provides me with the iformatio skills I eed i my work or study Academic Health Scieces Graduate Academic Health Scieces Graduate

61 LibQUAL Survey Results - Page 57 of Library Use Summary for Graduate 100 This chart shows a graphic represetatio of library use (both o the premises ad electroically), as well as use of o-library iformatio gateways such as Yahoo ad Google. Bars represet the frequecy with which respodets report usig these resources: Daily, Weekly, Mothly, Quarterly, or Never. The table below the chart displays the umber ad percetage of respodets who selected each optio Percetage How ofte do you use resources o library premises? How ofte do you access library resources through a library Web page? How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? Daily Weekly Mothly Quarterly Never Frequecy Daily Weekly Mothly Quarterly Never / % How ofte do you use resources o library premises? % % % % % % How ofte do you access library resources through a library Web page? % % % % % % How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? % % % % % % Academic Health Scieces Academic Health Scieces Graduate Graduate

62 Page 58 of 244 LibQUAL Survey Results - 7 Academic Health Scieces Libraries Faculty Summary for 7.1 Demographic Summary for Faculty Populatio ad Respodet Profiles for Faculty by Disciplie The chart ad table below show a breakdow of survey respodets by stadard disciplie, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio. The chart maps percetage of respodets for each disciplie i red. Populatio percetages for each disciplie are mapped i blue. The table shows the umber ad percetage for each disciplie, for both the geeral populatio (N) ad survey respodets (). Graduate School Hospital / Health System School of Allied Health Professios School of Detistry School of Medicie Disciplie School of Nursig School of Pharmacy School of Public Health School of Veteriary Medicie Shared Services / Library Other Respodet Profile by Disciplie Populatio Profile by Disciplie Percetage Academic Health Scieces Faculty Academic Health Scieces Faculty

63 LibQUAL Survey Results - Page 59 of 244 Disciplie Populatio N Populatio Respodets Respodets % % %N - % Graduate School % % -2.22% Hospital / Health System % % -2.22% School of Allied Health Professios % % 1.81% School of Detistry % % 0.14% School of Medicie 1, % % 16.40% School of Nursig % % -3.62% School of Pharmacy % % -5.73% School of Public Health % % -4.11% School of Veteriary Medicie % % 2.49% Shared Services / Library % % -0.41% Other % % -2.53% Total: 1, % % 0.00% Academic Health Scieces Faculty Academic Health Scieces Faculty

64 Page 60 of 244 LibQUAL Survey Results Respodet Profile for Faculty by Age This table shows a breakdow of survey respodets by age; both the umber of respodets () ad the percetage of the total umber of respodets represeted by each age group are displayed. Age Respodets Respodets % Uder % % % % % Over % Total: % Populatio ad Respodet Profiles for Faculty by Sex The table below shows a breakdow of survey respodets by sex, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The umber ad percetage for each sex are give for the geeral populatio ad for survey respodets. *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Sex Populatio N Populatio % Respodets Respodets % Male 1, % % Female % % Total: 1, % % Academic Health Scieces Faculty Academic Health Scieces Faculty

65 LibQUAL Survey Results - Page 61 of Core Questios Summary for Faculty This radar chart shows aggregate results for the core survey questios. Each axis represets oe questio. A code to idetify each questio is displayed at the outer poit of each axis. While questios for each dimesio of library service quality are scattered radomly throughout the survey, o this chart they are grouped ito sectios: Affect of Service, Library as Place, ad Iformatio Cotrol. O each axis, respodets' miimum, desired, ad perceived levels of service quality are plotted, ad the resultig "gaps" betwee the three levels (represetig service adequacy ad service superiority) are shaded i blue, yellow, gree, ad red. The two followig tables show mea scores ad stadard deviatios for each questio, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) AS-7 AS-6 AS-5 Affect of Service AS-8 AS-4 AS-9 AS-3 IC-1 AS-2 IC-2 AS IC-3 LP-5 IC-4 LP-4 Iformatio Cotrol IC-5 IC-6 LP-2 LP-3 Library as Place IC-7 IC-8 LP-1 Perceived Less Tha Miimum Perceived Greater Tha Miimum Perceived Less Tha Desired Perceived Greater Tha Desired Academic Health Scieces Faculty Academic Health Scieces Faculty

66 Page 62 of 244 LibQUAL Survey Results - ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Health Scieces Faculty Academic Health Scieces Faculty

67 LibQUAL Survey Results - Page 63 of 244 ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Health Scieces Faculty Academic Health Scieces Faculty

68 Page 64 of 244 LibQUAL Survey Results Core Questio Dimesios Summary for Faculty O the chart below, scores for each dimesio of library service quality have bee plotted graphically. The exterior bars represet the rage of miimum to desired mea scores for each dimesio. The iterior bars represet the rage of miimum to perceived mea scores (the service adequacy gap) for each dimesio of library service quality Affect of Service Iformatio Cotrol Library as Place Overall Dimesio Rage of Miimum to Desired Rage of Miimum to Perceived ("Adequacy Gap") Academic Health Scieces Faculty Academic Health Scieces Faculty

69 LibQUAL Survey Results - Page 65 of 244 The followig table displays mea scores for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: The followig table displays stadard deviatio for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: Academic Health Scieces Faculty Academic Health Scieces Faculty

70 Page 66 of 244 LibQUAL Survey Results Local Questios Summary for Faculty This table shows mea scores for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Providig health iformatio whe ad where I eed it Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care Electroic resources matchig my iformatio eeds Academic Health Scieces Faculty Academic Health Scieces Faculty

71 LibQUAL Survey Results - Page 67 of 244 This table displays the stadard deviatio for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Providig health iformatio whe ad where I eed it Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care Electroic resources matchig my iformatio eeds Academic Health Scieces Faculty Academic Health Scieces Faculty

72 Page 68 of 244 LibQUAL Survey Results Geeral Satisfactio Questios Summary for Faculty This table displays mea score ad stadard deviatio for each of the geeral satisfactio questios: Satisfactio with Treatmet, Satisfactio with Support, ad Satisfactio with Overall Quality of Service, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the geeral satisfactio questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9. Satisfactio Questio I geeral, I am satisfied with the way i which I am treated at the library I geeral, I am satisfied with library support for my learig, research, ad/or teachig eeds How would you rate the overall quality of the service provided by the library? Iformatio Literacy Outcomes Questios Summary for Faculty This table displays the mea score ad stadard deviatio for each of the iformatio literacy outcomes questios, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the iformatio literacy outcomes questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9 with 1 beig "strogly disagree" ad 9 represetig "strogly agree". Iformatio Literacy Outcomes Questios The library helps me stay abreast of developmets i my field(s) of iterest The library aids my advacemet i my academic disciplie The library eables me to be more efficiet i my academic pursuits The library helps me distiguish betwee trustworthy ad utrustworthy iformatio The library provides me with the iformatio skills I eed i my work or study Academic Health Scieces Faculty Academic Health Scieces Faculty

73 LibQUAL Survey Results - Page 69 of Library Use Summary for Faculty 100 This chart shows a graphic represetatio of library use (both o the premises ad electroically), as well as use of o-library iformatio gateways such as Yahoo ad Google. Bars represet the frequecy with which respodets report usig these resources: Daily, Weekly, Mothly, Quarterly, or Never. The table below the chart displays the umber ad percetage of respodets who selected each optio Percetage How ofte do you use resources o library premises? How ofte do you access library resources through a library Web page? How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? Daily Weekly Mothly Quarterly Never Frequecy Daily Weekly Mothly Quarterly Never / % How ofte do you use resources o library premises? % % % % % % How ofte do you access library resources through a library Web page? % % % % % % How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? % % % % % % Academic Health Scieces Academic Health Scieces Faculty Faculty

74 Page 70 of 244 LibQUAL Survey Results - 8 Academic Health Scieces Libraries Library Staff Summary for 8.1 Demographic Summary for Library Staff Respodet Profile for Library Staff by Age This table shows a breakdow of survey respodets by age; both the umber of respodets () ad the percetage of the total umber of respodets represeted by each age group are displayed. Age Respodets Respodets % Uder % % % % % Over % Total: % Respodet Profile for Library Staff by Sex The table below shows a breakdow of survey respodets by sex, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The umber ad percetage for each sex are give for the geeral populatio ad for survey respodets. *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Sex Respodets Respodets % Male % Female % Total: % Academic Health Scieces Library Staff Academic Health Scieces Library Staff

75 LibQUAL Survey Results - Page 71 of Core Questios Summary for Library Staff This radar chart shows aggregate results for the core survey questios. Each axis represets oe questio. A code to idetify each questio is displayed at the outer poit of each axis. While questios for each dimesio of library service quality are scattered radomly throughout the survey, o this chart they are grouped ito sectios: Affect of Service, Library as Place, ad Iformatio Cotrol. O each axis, respodets' miimum, desired, ad perceived levels of service quality are plotted, ad the resultig "gaps" betwee the three levels (represetig service adequacy ad service superiority) are shaded i blue, yellow, gree, ad red. The two followig tables show mea scores ad stadard deviatios for each questio, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) AS-7 AS-6 AS-5 Affect of Service AS-8 AS-4 AS-9 AS-3 IC-1 AS-2 IC-2 AS IC-3 LP-5 IC-4 LP-4 Iformatio Cotrol IC-5 IC-6 LP-2 LP-3 Library as Place IC-7 IC-8 LP-1 Perceived Less Tha Miimum Perceived Greater Tha Miimum Perceived Less Tha Desired Perceived Greater Tha Desired Academic Health Scieces Library Staff Academic Health Scieces Library Staff

76 Page 72 of 244 LibQUAL Survey Results - ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Health Scieces Library Staff Academic Health Scieces Library Staff

77 LibQUAL Survey Results - Page 73 of 244 ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Health Scieces Library Staff Academic Health Scieces Library Staff

78 Page 74 of 244 LibQUAL Survey Results Core Questio Dimesios Summary for Library Staff O the chart below, scores for each dimesio of library service quality have bee plotted graphically. The exterior bars represet the rage of miimum to desired mea scores for each dimesio. The iterior bars represet the rage of miimum to perceived mea scores (the service adequacy gap) for each dimesio of library service quality Affect of Service Iformatio Cotrol Library as Place Overall Dimesio Rage of Miimum to Desired Rage of Miimum to Perceived ("Adequacy Gap") Academic Health Scieces Library Staff Academic Health Scieces Library Staff

79 LibQUAL Survey Results - Page 75 of 244 The followig table displays mea scores for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: The followig table displays stadard deviatio for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: Academic Health Scieces Library Staff Academic Health Scieces Library Staff

80 Page 76 of 244 LibQUAL Survey Results Local Questios Summary for Library Staff This table shows mea scores for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Providig health iformatio whe ad where I eed it Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care Electroic resources matchig my iformatio eeds Academic Health Scieces Library Staff Academic Health Scieces Library Staff

81 LibQUAL Survey Results - Page 77 of 244 This table displays the stadard deviatio for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Providig health iformatio whe ad where I eed it Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care Electroic resources matchig my iformatio eeds Academic Health Scieces Library Staff Academic Health Scieces Library Staff

82 Page 78 of 244 LibQUAL Survey Results Geeral Satisfactio Questios Summary for Library Staff This table displays mea score ad stadard deviatio for each of the geeral satisfactio questios: Satisfactio with Treatmet, Satisfactio with Support, ad Satisfactio with Overall Quality of Service, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the geeral satisfactio questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9. Satisfactio Questio I geeral, I am satisfied with the way i which I am treated at the library I geeral, I am satisfied with library support for my learig, research, ad/or teachig eeds How would you rate the overall quality of the service provided by the library? Iformatio Literacy Outcomes Questios Summary for Library Staff This table displays the mea score ad stadard deviatio for each of the iformatio literacy outcomes questios, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the iformatio literacy outcomes questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9 with 1 beig "strogly disagree" ad 9 represetig "strogly agree". Iformatio Literacy Outcomes Questios The library helps me stay abreast of developmets i my field(s) of iterest The library aids my advacemet i my academic disciplie The library eables me to be more efficiet i my academic pursuits The library helps me distiguish betwee trustworthy ad utrustworthy iformatio The library provides me with the iformatio skills I eed i my work or study Academic Health Scieces Library Staff Academic Health Scieces Library Staff

83 LibQUAL Survey Results - Page 79 of Library Use Summary for Library Staff 100 This chart shows a graphic represetatio of library use (both o the premises ad electroically), as well as use of o-library iformatio gateways such as Yahoo ad Google. Bars represet the frequecy with which respodets report usig these resources: Daily, Weekly, Mothly, Quarterly, or Never. The table below the chart displays the umber ad percetage of respodets who selected each optio Percetage How ofte do you use resources o library premises? How ofte do you access library resources through a library Web page? How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? Daily Weekly Mothly Quarterly Never Frequecy Daily Weekly Mothly Quarterly Never / % How ofte do you use resources o library premises? % % % % % % How ofte do you access library resources through a library Web page? % % % % % % How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? % % % % % % Academic Health Scieces Academic Health Scieces Library Staff Library Staff

84 Page 80 of 244 LibQUAL Survey Results - 9 Academic Health Scieces Libraries Staff Summary for 9.1 Demographic Summary for Staff Respodet Profile for Staff by Age This table shows a breakdow of survey respodets by age; both the umber of respodets () ad the percetage of the total umber of respodets represeted by each age group are displayed. Age Respodets Respodets % Uder % % % % % Over % Total: % Respodet Profile for Staff by Sex The table below shows a breakdow of survey respodets by sex, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The umber ad percetage for each sex are give for the geeral populatio ad for survey respodets. *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Sex Respodets Respodets % Male % Female % Total: % Academic Health Scieces Staff Academic Health Scieces Staff

85 LibQUAL Survey Results - Page 81 of Core Questios Summary for Staff This radar chart shows aggregate results for the core survey questios. Each axis represets oe questio. A code to idetify each questio is displayed at the outer poit of each axis. While questios for each dimesio of library service quality are scattered radomly throughout the survey, o this chart they are grouped ito sectios: Affect of Service, Library as Place, ad Iformatio Cotrol. O each axis, respodets' miimum, desired, ad perceived levels of service quality are plotted, ad the resultig "gaps" betwee the three levels (represetig service adequacy ad service superiority) are shaded i blue, yellow, gree, ad red. The two followig tables show mea scores ad stadard deviatios for each questio, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) AS-7 AS-6 AS-5 Affect of Service AS-8 AS-4 AS-9 AS-3 IC-1 AS-2 IC-2 AS IC-3 LP-5 IC-4 LP-4 Iformatio Cotrol IC-5 IC-6 LP-2 LP-3 Library as Place IC-7 IC-8 LP-1 Perceived Less Tha Miimum Perceived Greater Tha Miimum Perceived Less Tha Desired Perceived Greater Tha Desired Academic Health Scieces Staff Academic Health Scieces Staff

86 Page 82 of 244 LibQUAL Survey Results - ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Health Scieces Staff Academic Health Scieces Staff

87 LibQUAL Survey Results - Page 83 of 244 ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Health Scieces Staff Academic Health Scieces Staff

88 Page 84 of 244 LibQUAL Survey Results Core Questio Dimesios Summary for Staff O the chart below, scores for each dimesio of library service quality have bee plotted graphically. The exterior bars represet the rage of miimum to desired mea scores for each dimesio. The iterior bars represet the rage of miimum to perceived mea scores (the service adequacy gap) for each dimesio of library service quality Affect of Service Iformatio Cotrol Library as Place Overall Dimesio Rage of Miimum to Desired Rage of Miimum to Perceived ("Adequacy Gap") Academic Health Scieces Staff Academic Health Scieces Staff

89 LibQUAL Survey Results - Page 85 of 244 The followig table displays mea scores for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: The followig table displays stadard deviatio for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: Academic Health Scieces Staff Academic Health Scieces Staff

90 Page 86 of 244 LibQUAL Survey Results Local Questios Summary for Staff This table shows mea scores for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Providig health iformatio whe ad where I eed it Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care Electroic resources matchig my iformatio eeds Academic Health Scieces Staff Academic Health Scieces Staff

91 LibQUAL Survey Results - Page 87 of 244 This table displays the stadard deviatio for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Providig health iformatio whe ad where I eed it Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care Electroic resources matchig my iformatio eeds Academic Health Scieces Staff Academic Health Scieces Staff

92 Page 88 of 244 LibQUAL Survey Results Geeral Satisfactio Questios Summary for Staff This table displays mea score ad stadard deviatio for each of the geeral satisfactio questios: Satisfactio with Treatmet, Satisfactio with Support, ad Satisfactio with Overall Quality of Service, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the geeral satisfactio questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9. Satisfactio Questio I geeral, I am satisfied with the way i which I am treated at the library I geeral, I am satisfied with library support for my learig, research, ad/or teachig eeds How would you rate the overall quality of the service provided by the library? Iformatio Literacy Outcomes Questios Summary for Staff This table displays the mea score ad stadard deviatio for each of the iformatio literacy outcomes questios, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the iformatio literacy outcomes questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9 with 1 beig "strogly disagree" ad 9 represetig "strogly agree". Iformatio Literacy Outcomes Questios The library helps me stay abreast of developmets i my field(s) of iterest The library aids my advacemet i my academic disciplie The library eables me to be more efficiet i my academic pursuits The library helps me distiguish betwee trustworthy ad utrustworthy iformatio The library provides me with the iformatio skills I eed i my work or study Academic Health Scieces Staff Academic Health Scieces Staff

93 LibQUAL Survey Results - Page 89 of Library Use Summary for Staff 100 This chart shows a graphic represetatio of library use (both o the premises ad electroically), as well as use of o-library iformatio gateways such as Yahoo ad Google. Bars represet the frequecy with which respodets report usig these resources: Daily, Weekly, Mothly, Quarterly, or Never. The table below the chart displays the umber ad percetage of respodets who selected each optio Percetage How ofte do you use resources o library premises? How ofte do you access library resources through a library Web page? How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? Daily Weekly Mothly Quarterly Never Frequecy Daily Weekly Mothly Quarterly Never / % How ofte do you use resources o library premises? % % % % % % How ofte do you access library resources through a library Web page? % % % % % % How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? % % % % % % Academic Health Scieces Academic Health Scieces Staff Staff

94 Page 90 of 244 LibQUAL Survey Results - 10 Academic Law Libraries Demographic Summary for 10.1 Respodets by User Group User Group Law Studets First Year Secod Year Third Year Fourth Year Graduate Doctoral LL.M. Faculty Adjuct Faculty Assistat Professor Associate Professor Professor Visitig Professor Other Academic Status Library Staff Admiistrator Maager, Head of Uit Public Services Systems Techical Services Other Staff Admiistrator/Maager Research Staff Other staff positios Other Patros Alumus Member or subscriber Respodet Respodet % % % % % Sub Total: % % % Sub Total: % % % % % % % Sub Total: % % % % % % % Sub Total: % % % % Sub Total: % % % Sub Total: % Total: % Academic Law All Academic Law All

95 LibQUAL Survey Results - Page 91 of Populatio ad Respodet Profiles by User Sub-Group The chart ad table below show a breakdow of survey respodets by sub-group, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The chart maps percetage of respodets for each user subgroup i red. Populatio percetages for each user subgroup are mapped i blue. The table shows the umber ad percetage for each user sub-group, for both the geeral populatio (N) ad survey respodets (). *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. First Year (Law Studets) Secod Year (Law Studets) Third Year (Law Studets) Fourth Year (Law Studets) Doctoral (Graduate) User Sub-Group LL.M. (Graduate) Adjuct Faculty (Faculty) Assistat Professor (Faculty) Associate Professor (Faculty) Professor (Faculty) Visitig Professor (Faculty) Other Academic Status (Faculty) Respodet Profile by User Sub-Group Populatio Profile by User Sub-Group Percetage Academic Law All (Excludig Library Staff, Staff, Other Patros) Academic Law All (Excludig Library Staff, Staff, Other Patros)

96 Page 92 of 244 LibQUAL Survey Results - User Sub-Group Populatio N Populatio Respodets Respodets % % %N - % First Year (Law Studets) % % -2.50% Secod Year (Law Studets) % % -4.60% Third Year (Law Studets) % % -3.07% Fourth Year (Law Studets) % % -1.52% Doctoral (Graduate) % % -0.38% LL.M. (Graduate) % % 2.54% Adjuct Faculty (Faculty) % % 7.47% Assistat Professor (Faculty) % % 0.00% Associate Professor (Faculty) % % 0.18% Professor (Faculty) % % 2.06% Visitig Professor (Faculty) % % 0.56% Other Academic Status (Faculty) % % -0.73% Total: 3, % % 0.00% Academic Law All (Excludig Library Staff, Staff, Other Patros) Academic Law All (Excludig Library Staff, Staff, Other Patros)

97 LibQUAL Survey Results - Page 93 of Respodet Profile by Age This table shows a breakdow of survey respodets by age; both the umber of respodets () ad the percetage of the total umber of respodets represeted by each age group are displayed. Age Respodets Respodets % Uder % % % % % Over % Total: % 10.4 Populatio ad Respodet Profiles by Sex The table below shows a breakdow of survey respodets by sex, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The umber ad percetage for each sex are give for the geeral populatio ad for survey respodets. *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Sex Populatio N Populatio % Respodets Respodets % Male 1, % % Female 1, % % Total: 3, % % Academic Law All (Excludig Library Staff) Academic Law All (Excludig Library Staff)

98 Page 94 of 244 LibQUAL Survey Results Respodet Profile by Day/Eveig Studet This table shows a breakdow of survey respodets by day/eveig studet status. Both the umber of respodets () ad the percetage of the total umber of respodets represeted by each category are displayed. Day/Eveig Studet Respodets Respodets % Day % Eveig % Does ot apply / NA % Total: % Academic Law All (Excludig Library Staff) Academic Law All (Excludig Library Staff)

99 LibQUAL Survey Results - Page 95 of Academic Law Libraries Survey Item Summary for 11.1 Core Questios Summary This radar chart shows aggregate results for the core survey questios. Each axis represets oe questio. A code to idetify each questio is displayed at the outer poit of each axis. While questios for each dimesio of library service quality are scattered radomly throughout the survey, o this chart they are grouped ito sectios: Affect of Service, Library as Place, ad Iformatio Cotrol. O each axis, respodets' miimum, desired, ad perceived levels of service quality are plotted, ad the resultig "gaps" betwee the three levels (represetig service adequacy ad service superiority) are shaded i blue, yellow, gree, ad red. The two followig tables show mea scores ad stadard deviatios for each questio, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) AS-7 AS-6 AS-5 Affect of Service AS-8 AS-4 AS-9 AS-3 IC-1 AS-2 IC-2 AS IC-3 LP-5 IC-4 LP-4 Iformatio Cotrol IC-5 IC-6 LP-2 LP-3 Library as Place IC-7 IC-8 LP-1 Perceived Less Tha Miimum Perceived Greater Tha Miimum Perceived Less Tha Desired Perceived Greater Tha Desired Academic Law All (Excludig Library Staff) Academic Law All (Excludig Library Staff)

100 Page 96 of 244 LibQUAL Survey Results - ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Law All (Excludig Library Staff) Academic Law All (Excludig Library Staff)

101 LibQUAL Survey Results - Page 97 of 244 ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Law All (Excludig Library Staff) Academic Law All (Excludig Library Staff)

102 Page 98 of 244 LibQUAL Survey Results Core Questio Dimesios Summary O the chart below, scores for each dimesio of library service quality have bee plotted graphically. The exterior bars represet the rage of miimum to desired mea scores for each dimesio. The iterior bars represet the rage of miimum to perceived mea scores (the service adequacy gap) for each dimesio of library service quality Affect of Service Iformatio Cotrol Library as Place Overall Dimesio Rage of Miimum to Desired Rage of Miimum to Perceived ("Adequacy Gap") Academic Law All (Excludig Library Staff) Academic Law All (Excludig Library Staff)

103 LibQUAL Survey Results - Page 99 of 244 The followig table displays mea scores for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: The followig table displays stadard deviatio for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: Academic Law All (Excludig Library Staff) Academic Law All (Excludig Library Staff)

104 Page 100 of 244 LibQUAL Survey Results Local Questios Summary This table shows mea scores for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Availability of olie help whe usig my library's electroic resources Iformig me of useful library services Providig iformatio that aswers my questios Teachig me how to access, evaluate, ad use iformatio Makig me aware of library resources ad services Efficiet iterlibrary loa / documet delivery Coveiet service hours A secure ad safe place Timely documet delivery / iterlibrary loa Academic Law All (Excludig Library Staff) Academic Law All (Excludig Library Staff)

105 LibQUAL Survey Results - Page 101 of 244 This table displays the stadard deviatio for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Availability of olie help whe usig my library's electroic resources Iformig me of useful library services Providig iformatio that aswers my questios Teachig me how to access, evaluate, ad use iformatio Makig me aware of library resources ad services Efficiet iterlibrary loa / documet delivery Coveiet service hours A secure ad safe place Timely documet delivery / iterlibrary loa Academic Law All (Excludig Library Staff) Academic Law All (Excludig Library Staff)

106 Page 102 of 244 LibQUAL Survey Results Geeral Satisfactio Questios Summary This table displays mea score ad stadard deviatio for each of the geeral satisfactio questios: Satisfactio with Treatmet, Satisfactio with Support, ad Satisfactio with Overall Quality of Service, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the geeral satisfactio questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9. Satisfactio Questio I geeral, I am satisfied with the way i which I am treated at the library I geeral, I am satisfied with library support for my learig, research, ad/or teachig eeds How would you rate the overall quality of the service provided by the library? Iformatio Literacy Outcomes Questios Summary This table displays the mea score ad stadard deviatio for each of the iformatio literacy outcomes questios, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the iformatio literacy outcomes questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9 with 1 beig "strogly disagree" ad 9 represetig "strogly agree". Iformatio Literacy Outcomes Questios The library helps me stay abreast of developmets i my field(s) of iterest The library aids my advacemet i my academic disciplie The library eables me to be more efficiet i my academic pursuits The library helps me distiguish betwee trustworthy ad utrustworthy iformatio The library provides me with the iformatio skills I eed i my work or study Academic Law All (Excludig Library Staff) Academic Law All (Excludig Library Staff)

107 LibQUAL Survey Results - Page 103 of Library Use Summary This chart shows a graphic represetatio of library use (both o the premises ad electroically), as well as use of o-library iformatio gateways such as Yahoo ad Google. Bars represet the frequecy with which respodets report usig these resources: Daily, Weekly, Mothly, Quarterly, or Never. The table below the chart displays the umber ad percetage of respodets who selected each optio Percetage How ofte do you use resources o library premises? How ofte do you access library resources through a library Web page? How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? Daily Weekly Mothly Quarterly Never Frequecy Daily Weekly Mothly Quarterly Never / % How ofte do you use resources o library premises? % % % % % % How ofte do you access library resources through a library Web page? % % % % % % How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? % % % % % % Academic Law Academic Law All (Excludig Library Staff) All (Excludig Library Staff)

108 Page 104 of 244 LibQUAL Survey Results - 12 Academic Law Libraries Law Studets Summary for 12.1 Demographic Summary for Law Studets Respodet Profile for Law Studets by Age This table shows a breakdow of survey respodets by age; both the umber of respodets () ad the percetage of the total umber of respodets represeted by each age group are displayed. Age Respodets Respodets % Uder % % % % % Over % Total: % Populatio ad Respodet Profiles for Law Studets by Sex The table below shows a breakdow of survey respodets by sex, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The umber ad percetage for each sex are give for the geeral populatio ad for survey respodets. *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Sex Populatio N Populatio % Respodets Respodets % Male 1, % % Female 1, % % Total: 2, % % Academic Law Law Studets Academic Law Law Studets

109 LibQUAL Survey Results - Page 105 of Respodet Profile for Law Studets by Day/Eveig Studet This table shows a breakdow of survey respodets by day/eveig studet status. Both the umber of respodets () ad the percetage of the total umber of respodets represeted by each category are displayed. Day/Eveig Studet Respodets Respodets % Day % Eveig % Does ot apply / NA % Total: % Academic Law Law Studets Academic Law Law Studets

110 Page 106 of 244 LibQUAL Survey Results Core Questios Summary for Law Studets This radar chart shows aggregate results for the core survey questios. Each axis represets oe questio. A code to idetify each questio is displayed at the outer poit of each axis. While questios for each dimesio of library service quality are scattered radomly throughout the survey, o this chart they are grouped ito sectios: Affect of Service, Library as Place, ad Iformatio Cotrol. O each axis, respodets' miimum, desired, ad perceived levels of service quality are plotted, ad the resultig "gaps" betwee the three levels (represetig service adequacy ad service superiority) are shaded i blue, yellow, gree, ad red. The two followig tables show mea scores ad stadard deviatios for each questio, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) AS-7 AS-6 AS-5 Affect of Service AS-8 AS-4 AS-9 AS-3 IC-1 AS-2 IC-2 AS IC-3 LP-5 IC-4 LP-4 Iformatio Cotrol IC-5 IC-6 LP-2 LP-3 Library as Place IC-7 IC-8 LP-1 Perceived Less Tha Miimum Perceived Greater Tha Miimum Perceived Less Tha Desired Perceived Greater Tha Desired Academic Law Law Studets Academic Law Law Studets

111 LibQUAL Survey Results - Page 107 of 244 ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Law Law Studets Academic Law Law Studets

112 Page 108 of 244 LibQUAL Survey Results - ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Law Law Studets Academic Law Law Studets

113 LibQUAL Survey Results - Page 109 of Core Questio Dimesios Summary for Law Studets O the chart below, scores for each dimesio of library service quality have bee plotted graphically. The exterior bars represet the rage of miimum to desired mea scores for each dimesio. The iterior bars represet the rage of miimum to perceived mea scores (the service adequacy gap) for each dimesio of library service quality Affect of Service Iformatio Cotrol Library as Place Overall Dimesio Rage of Miimum to Desired Rage of Miimum to Perceived ("Adequacy Gap") Academic Law Law Studets Academic Law Law Studets

114 Page 110 of 244 LibQUAL Survey Results - The followig table displays mea scores for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: The followig table displays stadard deviatio for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: Academic Law Law Studets Academic Law Law Studets

115 LibQUAL Survey Results - Page 111 of Local Questios Summary for Law Studets This table shows mea scores for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Availability of olie help whe usig my library's electroic resources Iformig me of useful library services Providig iformatio that aswers my questios Teachig me how to access, evaluate, ad use iformatio Makig me aware of library resources ad services Efficiet iterlibrary loa / documet delivery Coveiet service hours A secure ad safe place Timely documet delivery / iterlibrary loa Academic Law Law Studets Academic Law Law Studets

116 Page 112 of 244 LibQUAL Survey Results - This table displays the stadard deviatio for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Availability of olie help whe usig my library's electroic resources Iformig me of useful library services Providig iformatio that aswers my questios Teachig me how to access, evaluate, ad use iformatio Makig me aware of library resources ad services Efficiet iterlibrary loa / documet delivery Coveiet service hours A secure ad safe place Timely documet delivery / iterlibrary loa Academic Law Law Studets Academic Law Law Studets

117 LibQUAL Survey Results - Page 113 of Geeral Satisfactio Questios Summary for Law Studets This table displays mea score ad stadard deviatio for each of the geeral satisfactio questios: Satisfactio with Treatmet, Satisfactio with Support, ad Satisfactio with Overall Quality of Service, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the geeral satisfactio questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9. Satisfactio Questio I geeral, I am satisfied with the way i which I am treated at the library I geeral, I am satisfied with library support for my learig, research, ad/or teachig eeds How would you rate the overall quality of the service provided by the library? Iformatio Literacy Outcomes Questios Summary for Law Studets This table displays the mea score ad stadard deviatio for each of the iformatio literacy outcomes questios, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the iformatio literacy outcomes questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9 with 1 beig "strogly disagree" ad 9 represetig "strogly agree". Iformatio Literacy Outcomes Questios The library helps me stay abreast of developmets i my field(s) of iterest The library aids my advacemet i my academic disciplie The library eables me to be more efficiet i my academic pursuits The library helps me distiguish betwee trustworthy ad utrustworthy iformatio The library provides me with the iformatio skills I eed i my work or study Academic Law Law Studets Academic Law Law Studets

118 Page 114 of 244 LibQUAL Survey Results Library Use Summary for Law Studets 100 This chart shows a graphic represetatio of library use (both o the premises ad electroically), as well as use of o-library iformatio gateways such as Yahoo ad Google. Bars represet the frequecy with which respodets report usig these resources: Daily, Weekly, Mothly, Quarterly, or Never. The table below the chart displays the umber ad percetage of respodets who selected each optio Percetage How ofte do you use resources o library premises? How ofte do you access library resources through a library Web page? How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? Daily Weekly Mothly Quarterly Never Frequecy Daily Weekly Mothly Quarterly Never / % How ofte do you use resources o library premises? % % % % % % How ofte do you access library resources through a library Web page? % % % % % % How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? % % % % % % Academic Law Academic Law Law Studets Law Studets

119 LibQUAL Survey Results - Page 115 of Academic Law Libraries Graduate Summary for 13.1 Demographic Summary for Graduate Respodet Profile for Graduate by Age This table shows a breakdow of survey respodets by age; both the umber of respodets () ad the percetage of the total umber of respodets represeted by each age group are displayed. Age Respodets Respodets % Uder % % % % % Over % Total: % Populatio ad Respodet Profiles for Graduate by Sex The table below shows a breakdow of survey respodets by sex, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The umber ad percetage for each sex are give for the geeral populatio ad for survey respodets. *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Sex Populatio N Populatio % Respodets Respodets % Male % % Female % % Total: % % Academic Law Graduate Academic Law Graduate

120 Page 116 of 244 LibQUAL Survey Results Respodet Profile for Graduate by Day/Eveig Studet This table shows a breakdow of survey respodets by day/eveig studet status. Both the umber of respodets () ad the percetage of the total umber of respodets represeted by each category are displayed. Day/Eveig Studet Respodets Respodets % Day % Eveig % Does ot apply / NA % Total: % Academic Law Graduate Academic Law Graduate

121 LibQUAL Survey Results - Page 117 of Core Questios Summary for Graduate This radar chart shows aggregate results for the core survey questios. Each axis represets oe questio. A code to idetify each questio is displayed at the outer poit of each axis. While questios for each dimesio of library service quality are scattered radomly throughout the survey, o this chart they are grouped ito sectios: Affect of Service, Library as Place, ad Iformatio Cotrol. O each axis, respodets' miimum, desired, ad perceived levels of service quality are plotted, ad the resultig "gaps" betwee the three levels (represetig service adequacy ad service superiority) are shaded i blue, yellow, gree, ad red. The two followig tables show mea scores ad stadard deviatios for each questio, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) AS-7 AS-6 AS-5 Affect of Service AS-8 AS-4 AS-9 AS-3 IC-1 AS-2 IC-2 AS IC-3 LP-5 IC-4 LP-4 Iformatio Cotrol IC-5 IC-6 LP-2 LP-3 Library as Place IC-7 IC-8 LP-1 Perceived Less Tha Miimum Perceived Greater Tha Miimum Perceived Less Tha Desired Perceived Greater Tha Desired Academic Law Graduate Academic Law Graduate

122 Page 118 of 244 LibQUAL Survey Results - ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Law Graduate Academic Law Graduate

123 LibQUAL Survey Results - Page 119 of 244 ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Law Graduate Academic Law Graduate

124 Page 120 of 244 LibQUAL Survey Results Core Questio Dimesios Summary for Graduate O the chart below, scores for each dimesio of library service quality have bee plotted graphically. The exterior bars represet the rage of miimum to desired mea scores for each dimesio. The iterior bars represet the rage of miimum to perceived mea scores (the service adequacy gap) for each dimesio of library service quality Affect of Service Iformatio Cotrol Library as Place Overall Dimesio Rage of Miimum to Desired Rage of Miimum to Perceived ("Adequacy Gap") Academic Law Graduate Academic Law Graduate

125 LibQUAL Survey Results - Page 121 of 244 The followig table displays mea scores for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: The followig table displays stadard deviatio for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: Academic Law Graduate Academic Law Graduate

126 Page 122 of 244 LibQUAL Survey Results Local Questios Summary for Graduate This table shows mea scores for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Availability of olie help whe usig my library's electroic resources Iformig me of useful library services Providig iformatio that aswers my questios Teachig me how to access, evaluate, ad use iformatio Makig me aware of library resources ad services Efficiet iterlibrary loa / documet delivery Coveiet service hours A secure ad safe place Timely documet delivery / iterlibrary loa Academic Law Graduate Academic Law Graduate

127 LibQUAL Survey Results - Page 123 of 244 This table displays the stadard deviatio for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Availability of olie help whe usig my library's electroic resources Iformig me of useful library services Providig iformatio that aswers my questios Teachig me how to access, evaluate, ad use iformatio Makig me aware of library resources ad services Efficiet iterlibrary loa / documet delivery Coveiet service hours A secure ad safe place Timely documet delivery / iterlibrary loa Academic Law Graduate Academic Law Graduate

128 Page 124 of 244 LibQUAL Survey Results Geeral Satisfactio Questios Summary for Graduate This table displays mea score ad stadard deviatio for each of the geeral satisfactio questios: Satisfactio with Treatmet, Satisfactio with Support, ad Satisfactio with Overall Quality of Service, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the geeral satisfactio questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9. Satisfactio Questio I geeral, I am satisfied with the way i which I am treated at the library I geeral, I am satisfied with library support for my learig, research, ad/or teachig eeds How would you rate the overall quality of the service provided by the library? Iformatio Literacy Outcomes Questios Summary for Graduate This table displays the mea score ad stadard deviatio for each of the iformatio literacy outcomes questios, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the iformatio literacy outcomes questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9 with 1 beig "strogly disagree" ad 9 represetig "strogly agree". Iformatio Literacy Outcomes Questios The library helps me stay abreast of developmets i my field(s) of iterest The library aids my advacemet i my academic disciplie The library eables me to be more efficiet i my academic pursuits The library helps me distiguish betwee trustworthy ad utrustworthy iformatio The library provides me with the iformatio skills I eed i my work or study Academic Law Graduate Academic Law Graduate

129 LibQUAL Survey Results - Page 125 of Library Use Summary for Graduate 100 This chart shows a graphic represetatio of library use (both o the premises ad electroically), as well as use of o-library iformatio gateways such as Yahoo ad Google. Bars represet the frequecy with which respodets report usig these resources: Daily, Weekly, Mothly, Quarterly, or Never. The table below the chart displays the umber ad percetage of respodets who selected each optio Percetage How ofte do you use resources o library premises? How ofte do you access library resources through a library Web page? How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? Daily Weekly Mothly Quarterly Never Frequecy Daily Weekly Mothly Quarterly Never / % How ofte do you use resources o library premises? % % % % % % How ofte do you access library resources through a library Web page? % % % % % % How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? % % % % % % Academic Law Academic Law Graduate Graduate

130 Page 126 of 244 LibQUAL Survey Results - 14 Academic Law Libraries Faculty Summary for 14.1 Demographic Summary for Faculty Respodet Profile for Faculty by Age This table shows a breakdow of survey respodets by age; both the umber of respodets () ad the percetage of the total umber of respodets represeted by each age group are displayed. Age Respodets Respodets % Uder % % % % % Over % Total: % Populatio ad Respodet Profiles for Faculty by Sex The table below shows a breakdow of survey respodets by sex, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The umber ad percetage for each sex are give for the geeral populatio ad for survey respodets. *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Sex Populatio N Populatio % Respodets Respodets % Male % % Female % % Total: % % Academic Law Faculty Academic Law Faculty

131 LibQUAL Survey Results - Page 127 of Respodet Profile for Faculty by Day/Eveig Studet This table shows a breakdow of survey respodets by day/eveig studet status. Both the umber of respodets () ad the percetage of the total umber of respodets represeted by each category are displayed. Day/Eveig Studet Respodets Respodets % Day % Eveig % Does ot apply / NA % Total: % Academic Law Faculty Academic Law Faculty

132 Page 128 of 244 LibQUAL Survey Results Core Questios Summary for Faculty This radar chart shows aggregate results for the core survey questios. Each axis represets oe questio. A code to idetify each questio is displayed at the outer poit of each axis. While questios for each dimesio of library service quality are scattered radomly throughout the survey, o this chart they are grouped ito sectios: Affect of Service, Library as Place, ad Iformatio Cotrol. O each axis, respodets' miimum, desired, ad perceived levels of service quality are plotted, ad the resultig "gaps" betwee the three levels (represetig service adequacy ad service superiority) are shaded i blue, yellow, gree, ad red. The two followig tables show mea scores ad stadard deviatios for each questio, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) AS-7 AS-6 AS-5 Affect of Service AS-8 AS-4 AS-9 AS-3 IC-1 AS-2 IC-2 AS IC-3 LP-5 IC-4 LP-4 Iformatio Cotrol IC-5 IC-6 LP-2 LP-3 Library as Place IC-7 IC-8 LP-1 Perceived Less Tha Miimum Perceived Greater Tha Miimum Perceived Less Tha Desired Perceived Greater Tha Desired Academic Law Faculty Academic Law Faculty

133 LibQUAL Survey Results - Page 129 of 244 ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Law Faculty Academic Law Faculty

134 Page 130 of 244 LibQUAL Survey Results - ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Law Faculty Academic Law Faculty

135 LibQUAL Survey Results - Page 131 of Core Questio Dimesios Summary for Faculty O the chart below, scores for each dimesio of library service quality have bee plotted graphically. The exterior bars represet the rage of miimum to desired mea scores for each dimesio. The iterior bars represet the rage of miimum to perceived mea scores (the service adequacy gap) for each dimesio of library service quality Affect of Service Iformatio Cotrol Library as Place Overall Dimesio Rage of Miimum to Desired Rage of Miimum to Perceived ("Adequacy Gap") Academic Law Faculty Academic Law Faculty

136 Page 132 of 244 LibQUAL Survey Results - The followig table displays mea scores for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: The followig table displays stadard deviatio for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: Academic Law Faculty Academic Law Faculty

137 LibQUAL Survey Results - Page 133 of Local Questios Summary for Faculty This table shows mea scores for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Availability of olie help whe usig my library's electroic resources Iformig me of useful library services Providig iformatio that aswers my questios Teachig me how to access, evaluate, ad use iformatio Makig me aware of library resources ad services Efficiet iterlibrary loa / documet delivery Coveiet service hours A secure ad safe place Timely documet delivery / iterlibrary loa Academic Law Faculty Academic Law Faculty

138 Page 134 of 244 LibQUAL Survey Results - This table displays the stadard deviatio for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Availability of olie help whe usig my library's electroic resources Iformig me of useful library services Providig iformatio that aswers my questios Teachig me how to access, evaluate, ad use iformatio Makig me aware of library resources ad services Efficiet iterlibrary loa / documet delivery Coveiet service hours A secure ad safe place Timely documet delivery / iterlibrary loa Academic Law Faculty Academic Law Faculty

139 LibQUAL Survey Results - Page 135 of Geeral Satisfactio Questios Summary for Faculty This table displays mea score ad stadard deviatio for each of the geeral satisfactio questios: Satisfactio with Treatmet, Satisfactio with Support, ad Satisfactio with Overall Quality of Service, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the geeral satisfactio questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9. Satisfactio Questio I geeral, I am satisfied with the way i which I am treated at the library I geeral, I am satisfied with library support for my learig, research, ad/or teachig eeds How would you rate the overall quality of the service provided by the library? Iformatio Literacy Outcomes Questios Summary for Faculty This table displays the mea score ad stadard deviatio for each of the iformatio literacy outcomes questios, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the iformatio literacy outcomes questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9 with 1 beig "strogly disagree" ad 9 represetig "strogly agree". Iformatio Literacy Outcomes Questios The library helps me stay abreast of developmets i my field(s) of iterest The library aids my advacemet i my academic disciplie The library eables me to be more efficiet i my academic pursuits The library helps me distiguish betwee trustworthy ad utrustworthy iformatio The library provides me with the iformatio skills I eed i my work or study Academic Law Faculty Academic Law Faculty

140 Page 136 of 244 LibQUAL Survey Results Library Use Summary for Faculty 100 This chart shows a graphic represetatio of library use (both o the premises ad electroically), as well as use of o-library iformatio gateways such as Yahoo ad Google. Bars represet the frequecy with which respodets report usig these resources: Daily, Weekly, Mothly, Quarterly, or Never. The table below the chart displays the umber ad percetage of respodets who selected each optio Percetage How ofte do you use resources o library premises? How ofte do you access library resources through a library Web page? How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? Daily Weekly Mothly Quarterly Never Frequecy Daily Weekly Mothly Quarterly Never / % How ofte do you use resources o library premises? % % % % % % How ofte do you access library resources through a library Web page? % % % % % % How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? % % % % % % Academic Law Academic Law Faculty Faculty

141 LibQUAL Survey Results - Page 137 of Academic Law Libraries Staff Summary for 15.1 Demographic Summary for Staff Respodet Profile for Staff by Age This table shows a breakdow of survey respodets by age; both the umber of respodets () ad the percetage of the total umber of respodets represeted by each age group are displayed. Age Respodets Respodets % Uder % % % % % Over % Total: % Respodet Profile for Staff by Sex The table below shows a breakdow of survey respodets by sex, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The umber ad percetage for each sex are give for the geeral populatio ad for survey respodets. *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Sex Respodets Respodets % Male % Female % Total: % Academic Law Staff Academic Law Staff

142 Page 138 of 244 LibQUAL Survey Results Respodet Profile for Staff by Day/Eveig Studet This table shows a breakdow of survey respodets by day/eveig studet status. Both the umber of respodets () ad the percetage of the total umber of respodets represeted by each category are displayed. Day/Eveig Studet Respodets Respodets % Day % Eveig % Does ot apply / NA % Total: % Academic Law Staff Academic Law Staff

143 LibQUAL Survey Results - Page 139 of Core Questios Summary for Staff This radar chart shows aggregate results for the core survey questios. Each axis represets oe questio. A code to idetify each questio is displayed at the outer poit of each axis. While questios for each dimesio of library service quality are scattered radomly throughout the survey, o this chart they are grouped ito sectios: Affect of Service, Library as Place, ad Iformatio Cotrol. O each axis, respodets' miimum, desired, ad perceived levels of service quality are plotted, ad the resultig "gaps" betwee the three levels (represetig service adequacy ad service superiority) are shaded i blue, yellow, gree, ad red. The two followig tables show mea scores ad stadard deviatios for each questio, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) AS-7 AS-6 AS-5 Affect of Service AS-8 AS-4 AS-9 AS-3 IC-1 AS-2 IC-2 AS IC-3 LP-5 IC-4 LP-4 Iformatio Cotrol IC-5 IC-6 LP-2 LP-3 Library as Place IC-7 IC-8 LP-1 Perceived Less Tha Miimum Perceived Greater Tha Miimum Perceived Less Tha Desired Perceived Greater Tha Desired Academic Law Staff Academic Law Staff

144 Page 140 of 244 LibQUAL Survey Results - ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Law Staff Academic Law Staff

145 LibQUAL Survey Results - Page 141 of 244 ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: Academic Law Staff Academic Law Staff

146 Page 142 of 244 LibQUAL Survey Results Core Questio Dimesios Summary for Staff O the chart below, scores for each dimesio of library service quality have bee plotted graphically. The exterior bars represet the rage of miimum to desired mea scores for each dimesio. The iterior bars represet the rage of miimum to perceived mea scores (the service adequacy gap) for each dimesio of library service quality Affect of Service Iformatio Cotrol Library as Place Overall Dimesio Rage of Miimum to Desired Rage of Miimum to Perceived ("Adequacy Gap") Academic Law Staff Academic Law Staff

147 LibQUAL Survey Results - Page 143 of 244 The followig table displays mea scores for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: The followig table displays stadard deviatio for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: Academic Law Staff Academic Law Staff

148 Page 144 of 244 LibQUAL Survey Results Local Questios Summary for Staff This table shows mea scores for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Availability of olie help whe usig my library's electroic resources Iformig me of useful library services Providig iformatio that aswers my questios Teachig me how to access, evaluate, ad use iformatio Makig me aware of library resources ad services Efficiet iterlibrary loa / documet delivery Coveiet service hours A secure ad safe place Timely documet delivery / iterlibrary loa Academic Law Staff Academic Law Staff

149 LibQUAL Survey Results - Page 145 of 244 This table displays the stadard deviatio for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Availability of olie help whe usig my library's electroic resources Iformig me of useful library services Providig iformatio that aswers my questios Teachig me how to access, evaluate, ad use iformatio Makig me aware of library resources ad services Efficiet iterlibrary loa / documet delivery 1 Coveiet service hours A secure ad safe place Timely documet delivery / iterlibrary loa Academic Law Staff Academic Law Staff

150 Page 146 of 244 LibQUAL Survey Results Geeral Satisfactio Questios Summary for Staff This table displays mea score ad stadard deviatio for each of the geeral satisfactio questios: Satisfactio with Treatmet, Satisfactio with Support, ad Satisfactio with Overall Quality of Service, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the geeral satisfactio questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9. Satisfactio Questio I geeral, I am satisfied with the way i which I am treated at the library I geeral, I am satisfied with library support for my learig, research, ad/or teachig eeds How would you rate the overall quality of the service provided by the library? Iformatio Literacy Outcomes Questios Summary for Staff This table displays the mea score ad stadard deviatio for each of the iformatio literacy outcomes questios, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the iformatio literacy outcomes questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9 with 1 beig "strogly disagree" ad 9 represetig "strogly agree". Iformatio Literacy Outcomes Questios The library helps me stay abreast of developmets i my field(s) of iterest The library aids my advacemet i my academic disciplie The library eables me to be more efficiet i my academic pursuits The library helps me distiguish betwee trustworthy ad utrustworthy iformatio The library provides me with the iformatio skills I eed i my work or study Academic Law Staff Academic Law Staff

151 LibQUAL Survey Results - Page 147 of Library Use Summary for Staff 100 This chart shows a graphic represetatio of library use (both o the premises ad electroically), as well as use of o-library iformatio gateways such as Yahoo ad Google. Bars represet the frequecy with which respodets report usig these resources: Daily, Weekly, Mothly, Quarterly, or Never. The table below the chart displays the umber ad percetage of respodets who selected each optio Percetage How ofte do you use resources o library premises? How ofte do you access library resources through a library Web page? How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? Daily Weekly Mothly Quarterly Never Frequecy Daily Weekly Mothly Quarterly Never / % How ofte do you use resources o library premises? % % % % % % How ofte do you access library resources through a library Web page? % % % % % % How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? % % % % % % Academic Law Academic Law Staff Staff

152 Page 148 of 244 LibQUAL Survey Results - 16 College or Uiversity Libraries Demographic Summary for 16.1 Respodets by User Group User Group Udergraduate First year Secod year Third year Fourth year Fifth year ad above No-degree Graduate Masters Doctoral No-degree or Udecided Faculty Adjuct Faculty Assistat Professor Associate Professor Lecturer Professor Other Academic Status Library Staff Admiistrator Maager, Head of Uit Public Services Systems Techical Services Other Staff Research Staff Other staff positios Respodet Respodet % 2, % 2, % 2, % 2, % % % Sub Total: 11, % 4, % 5, % % Sub Total: 10, % % 1, % 1, % % 1, % % Sub Total: 6, % % % % % % % Sub Total: % % 1, % Sub Total: 2, % Total: 30, % College or Uiversity All College or Uiversity All

153 LibQUAL Survey Results - Page 149 of Populatio ad Respodet Profiles by User Sub-Group The chart ad table below show a breakdow of survey respodets by sub-group, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The chart maps percetage of respodets for each user subgroup i red. Populatio percetages for each user subgroup are mapped i blue. The table shows the umber ad percetage for each user sub-group, for both the geeral populatio (N) ad survey respodets (). *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. First year (Udergraduate) Secod year (Udergraduate) Third year (Udergraduate) Fourth year (Udergraduate) Fifth year ad above (Udergraduate) No-degree (Udergraduate) User Sub-Group Masters (Graduate) Doctoral (Graduate) No-degree or Udecided (Graduate) Adjuct Faculty (Faculty) Assistat Professor (Faculty) Associate Professor (Faculty) Lecturer (Faculty) Professor (Faculty) Other Academic Status (Faculty) Respodet Profile by User Sub-Group Populatio Profile by User Sub-Group Percetage College or Uiversity All (Excludig Library Staff, Staff, Other Patros) College or Uiversity All (Excludig Library Staff, Staff, Other Patros)

154 Page 150 of 244 LibQUAL Survey Results - User Sub-Group Populatio N Populatio Respodets Respodets % % %N - % First year (Udergraduate) 175, % 2, % 7.69% Secod year (Udergraduate) 169, % 2, % 5.94% Third year (Udergraduate) 188, % 2, % 6.85% Fourth year (Udergraduate) 227, % 2, % 9.44% Fifth year ad above (Udergraduate) 9, % % -2.09% No-degree (Udergraduate) 20, % % 1.45% Masters (Graduate) 144, % 4, % -3.51% Doctoral (Graduate) 99, % 5, % % No-degree or Udecided (Graduate) 21, % % 0.97% Adjuct Faculty (Faculty) 11, % % -0.28% Assistat Professor (Faculty) 13, % 1, % -3.74% Associate Professor (Faculty) 13, % 1, % -4.12% Lecturer (Faculty) 5, % % -0.98% Professor (Faculty) 21, % 1, % -4.89% Other Academic Status (Faculty) 15, % % -1.11% Total: 1,137, % 27, % 0.00% College or Uiversity All (Excludig Library Staff, Staff, Other Patros) College or Uiversity All (Excludig Library Staff, Staff, Other Patros)

155 LibQUAL Survey Results - Page 151 of Populatio ad Respodet Profiles by Stadard Disciplie The chart ad table below show a breakdow of survey respodets by stadard disciplie, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The chart maps percetage of respodets for each disciplie i red. Populatio percetages for each disciplie are mapped i blue. The table shows the umber ad percetage for each disciplie, for both the geeral populatio (N) ad survey respodets (). *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Agriculture / Evirometal Studies Architecture Busiess Commuicatios / Jouralism Educatio Egieerig / Computer Sciece Geeral Studies Disciplie Health Scieces Humaities Law Military / Naval Sciece Performig & Fie Arts Sciece / Math Social Scieces / Psychology Udecided Other Respodet Profile by Disciplie Populatio Profile by Disciplie Percetage College or Uiversity All (Excludig Library Staff, Staff, Other Patros) College or Uiversity All (Excludig Library Staff, Staff, Other Patros)

156 Page 152 of 244 LibQUAL Survey Results - Disciplie Populatio N Populatio Respodets Respodets % % %N - % Agriculture / Evirometal Studies 31, % % 0.65% Architecture 16, % % 0.31% Busiess 127, % 2, % 3.41% Commuicatios / Jouralism 27, % % 0.19% Educatio 78, % 2, % -0.71% Egieerig / Computer Sciece 104, % 2, % 0.94% Geeral Studies 41, % % 2.48% Health Scieces 62, % 2, % -2.03% Humaities 116, % 4, % -5.22% Law 15, % % -0.09% Military / Naval Sciece 5, % % 0.37% Performig & Fie Arts 47, % 1, % 0.16% Sciece / Math 104, % 3, % -2.72% Social Scieces / Psychology 134, % 4, % -2.92% Udecided 78, % % 5.82% Other 61, % 1, % -0.64% Total: 1,052, % 27, % 0.00% College or Uiversity All (Excludig Library Staff, Staff, Other Patros) College or Uiversity All (Excludig Library Staff, Staff, Other Patros)

157 LibQUAL Survey Results - Page 153 of Respodet Profile by Age This table shows a breakdow of survey respodets by age; both the umber of respodets () ad the percetage of the total umber of respodets represeted by each age group are displayed. Age Respodets Respodets % Uder % , % , % , % , % Over % Total: 29, % 16.5 Populatio ad Respodet Profiles by Sex The table below shows a breakdow of survey respodets by sex, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The umber ad percetage for each sex are give for the geeral populatio ad for survey respodets. *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Sex Populatio N Populatio % Respodets Respodets % Male 524, % 13, % Female 556, % 16, % Total: 1,081, % 29, % College or Uiversity All (Excludig Library Staff) College or Uiversity All (Excludig Library Staff)

158 Page 154 of 244 LibQUAL Survey Results - 17 College or Uiversity Libraries Survey Item Summary for 17.1 Core Questios Summary This radar chart shows aggregate results for the core survey questios. Each axis represets oe questio. A code to idetify each questio is displayed at the outer poit of each axis. While questios for each dimesio of library service quality are scattered radomly throughout the survey, o this chart they are grouped ito sectios: Affect of Service, Library as Place, ad Iformatio Cotrol. O each axis, respodets' miimum, desired, ad perceived levels of service quality are plotted, ad the resultig "gaps" betwee the three levels (represetig service adequacy ad service superiority) are shaded i blue, yellow, gree, ad red. The two followig tables show mea scores ad stadard deviatios for each questio, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) AS-7 AS-6 AS-5 Affect of Service AS-8 AS-4 AS-9 AS-3 IC-1 AS-2 IC-2 AS IC-3 LP-5 IC-4 LP-4 Iformatio Cotrol IC-5 IC-6 LP-2 LP-3 Library as Place IC-7 IC-8 LP-1 Perceived Less Tha Miimum Perceived Greater Tha Miimum Perceived Less Tha Desired Perceived Greater Tha Desired College or Uiversity All (Excludig Library Staff) College or Uiversity All (Excludig Library Staff)

159 LibQUAL Survey Results - Page 155 of 244 ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users ,640 AS-2 Givig users idividual attetio ,985 AS-3 Employees who are cosistetly courteous ,958 AS-4 Readiess to respod to users' questios ,129 AS-5 Employees who have the kowledge to aswer ,931 user questios AS-6 Employees who deal with users i a carig ,824 fashio AS-7 Employees who uderstad the eeds of their ,525 users AS-8 Willigess to help users ,947 AS-9 Depedability i hadlig users' service problems ,668 Iformatio Cotrol IC-1 Makig electroic resources accessible from my ,080 home or office IC-2 A library Web site eablig me to locate ,367 iformatio o my ow IC-3 The prited library materials I eed for my work ,397 IC-4 The electroic iformatio resources I eed ,078 IC-5 Moder equipmet that lets me easily access ,681 eeded iformatio IC-6 Easy-to-use access tools that allow me to fid ,906 thigs o my ow IC-7 Makig iformatio easily accessible for ,627 idepedet use IC-8 Prit ad/or electroic joural collectios I ,836 require for my work Library as Place LP-1 Library space that ispires study ad learig ,017 LP-2 Quiet space for idividual activities ,222 LP-3 A comfortable ad ivitig locatio ,414 LP-4 A getaway for study, learig, or research ,321 LP-5 Commuity space for group learig ad group ,851 study Overall: ,732 College or Uiversity All (Excludig Library Staff) College or Uiversity All (Excludig Library Staff)

160 Page 156 of 244 LibQUAL Survey Results - ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users ,640 AS-2 Givig users idividual attetio ,985 AS-3 Employees who are cosistetly courteous ,958 AS-4 Readiess to respod to users' questios ,129 AS-5 Employees who have the kowledge to aswer ,931 user questios AS-6 Employees who deal with users i a carig ,824 fashio AS-7 Employees who uderstad the eeds of their ,525 users AS-8 Willigess to help users ,947 AS-9 Depedability i hadlig users' service problems ,668 Iformatio Cotrol IC-1 Makig electroic resources accessible from my ,080 home or office IC-2 A library Web site eablig me to locate ,367 iformatio o my ow IC-3 The prited library materials I eed for my work ,397 IC-4 The electroic iformatio resources I eed ,078 IC-5 Moder equipmet that lets me easily access ,681 eeded iformatio IC-6 Easy-to-use access tools that allow me to fid ,906 thigs o my ow IC-7 Makig iformatio easily accessible for ,627 idepedet use IC-8 Prit ad/or electroic joural collectios I ,836 require for my work Library as Place LP-1 Library space that ispires study ad learig ,017 LP-2 Quiet space for idividual activities ,222 LP-3 A comfortable ad ivitig locatio ,414 LP-4 A getaway for study, learig, or research ,321 LP-5 Commuity space for group learig ad group ,851 study Overall: ,732 College or Uiversity All (Excludig Library Staff) College or Uiversity All (Excludig Library Staff)

161 LibQUAL Survey Results - Page 157 of Core Questio Dimesios Summary O the chart below, scores for each dimesio of library service quality have bee plotted graphically. The exterior bars represet the rage of miimum to desired mea scores for each dimesio. The iterior bars represet the rage of miimum to perceived mea scores (the service adequacy gap) for each dimesio of library service quality Affect of Service Iformatio Cotrol Library as Place Overall Dimesio Rage of Miimum to Desired Rage of Miimum to Perceived ("Adequacy Gap") College or Uiversity All (Excludig Library Staff) College or Uiversity All (Excludig Library Staff)

162 Page 158 of 244 LibQUAL Survey Results - The followig table displays mea scores for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service ,668 Iformatio Cotrol ,730 Library as Place ,271 Overall: ,732 The followig table displays stadard deviatio for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service ,668 Iformatio Cotrol ,730 Library as Place ,271 Overall: ,732 College or Uiversity All (Excludig Library Staff) College or Uiversity All (Excludig Library Staff)

163 LibQUAL Survey Results - Page 159 of Local Questios Summary This table shows mea scores for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Comprehesive collectios of fulltext articles olie ,378 Coveiece of borrowig books from other colleges ,082 Availability of olie help whe usig my library's electroic resources ,690 Iformig me of useful library services ,195 Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care , Providig help whe ad where I eed it ,289 Teachig me how to access, evaluate, ad use iformatio ,829 Makig me aware of library services ,620 Subject bibliographies Library orietatios / istructio sessios ,415 Olie course support (readigs, liks, refereces) Electroic resources matchig my iformatio eeds Access to rare ad historical materials Cotributio to the itellectual atmosphere of the campus Ready access to computers / Iteret / software ,594 Library staff teachig me how to fid iformatio Usig the library for research ,087 Library keepig me iformed about all of its services ,392 The multimedia (CD / DVD / video / audio) collectios I eed A eviromet coducive to learig through classes, programs, activities, ad meetigs , Access to photocopyig ad pritig facilities ,357 Provisio of iformatio skills traiig Availability of subject specialist assistace ,628 Helpfuless i dealig with users' IT problems ,774 Librarias teachig me how to effectively use the electroically available databases, jourals, ad books Providig reliable access to resources whe ad where I eed them , College or Uiversity All (Excludig Library Staff) College or Uiversity All (Excludig Library Staff)

164 Page 160 of 244 LibQUAL Survey Results - A library eviromet that is hospitable ad coducive to fidig ad usig iformatio ,178 Makig me aware of library resources ad services ,592 Teachig me how to locate, evaluate, ad use iformatio ,176 Efficiet iterlibrary loa / documet delivery ,646 Easy access to archival materials (documets, mauscripts, ad photos), particularly those of LDS origi Coveiet service hours ,398 Ability to avigate library Web pages easily ,452 A ceter for itellectual stimulatio A place for reflectio ad creativity A secure ad safe place ,282 Accuracy i the catalog, borrowig, ad overdue records ,460 Browsig library materials i the stacks Ceter for itellectual iteractio Coveiet access to library collectios Coveiet busiess hours Eablig me to fid iformatio myself 24 hours a day Facilitatig self-directed research Librarias providig help that both assists i fidig the iformatio eeded ow, ad improves skills useful i future iformatio searches Performig services right the first time ,278 Providig directio to self-avigate the library Providig services as promised Resources added to library collectios o request Space for group / idividual study ad research eeds ,967 Space that facilitates quiet study ,714 Teachig me to fid library resources myself Timely documet delivery / iterlibrary loa ,068 Persoalizatio features i the electroic library Space for studets to study ad work i groups ,197 Adequate hours of service ,173 Timely delivery of the articles ad documets that I eed Providig me with the iformatio skills I eed for my work or study The library staff reflects ad promotes the Jesuit ideals of social justice ad respect for all persos The library collectio provides iformatio resources reflectig diverse poits of view College or Uiversity All (Excludig Library Staff) College or Uiversity All (Excludig Library Staff)

165 LibQUAL Survey Results - Page 161 of 244 The library program teaches me how to access, evaluate, ad use iformatio The 24 by 7 live chat service provides iformatio assistace whe ad where I eed it The library provides access to archival materials (documets, mauscripts, ad photographs) College or Uiversity All (Excludig Library Staff) College or Uiversity All (Excludig Library Staff)

166 Page 162 of 244 LibQUAL Survey Results - This table displays the stadard deviatio for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Comprehesive collectios of fulltext articles olie ,378 Coveiece of borrowig books from other colleges ,082 Availability of olie help whe usig my library's electroic resources ,690 Iformig me of useful library services ,195 Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care , Providig help whe ad where I eed it ,289 Teachig me how to access, evaluate, ad use iformatio ,829 Makig me aware of library services ,620 Subject bibliographies Library orietatios / istructio sessios ,415 Olie course support (readigs, liks, refereces) Electroic resources matchig my iformatio eeds Access to rare ad historical materials Cotributio to the itellectual atmosphere of the campus Ready access to computers / Iteret / software ,594 Library staff teachig me how to fid iformatio Usig the library for research ,087 Library keepig me iformed about all of its services ,392 The multimedia (CD / DVD / video / audio) collectios I eed A eviromet coducive to learig through classes, programs, activities, ad meetigs , Access to photocopyig ad pritig facilities ,357 Provisio of iformatio skills traiig Availability of subject specialist assistace ,628 Helpfuless i dealig with users' IT problems ,774 Librarias teachig me how to effectively use the electroically available databases, jourals, ad books Providig reliable access to resources whe ad where I eed them , College or Uiversity All (Excludig Library Staff) College or Uiversity All (Excludig Library Staff)

167 LibQUAL Survey Results - Page 163 of 244 A library eviromet that is hospitable ad coducive to fidig ad usig iformatio ,178 Makig me aware of library resources ad services ,592 Teachig me how to locate, evaluate, ad use iformatio ,176 Efficiet iterlibrary loa / documet delivery ,646 Easy access to archival materials (documets, mauscripts, ad photos), particularly those of LDS origi Coveiet service hours ,398 Ability to avigate library Web pages easily ,452 A ceter for itellectual stimulatio A place for reflectio ad creativity A secure ad safe place ,282 Accuracy i the catalog, borrowig, ad overdue records ,460 Browsig library materials i the stacks Ceter for itellectual iteractio Coveiet access to library collectios Coveiet busiess hours Eablig me to fid iformatio myself 24 hours a day Facilitatig self-directed research Librarias providig help that both assists i fidig the iformatio eeded ow, ad improves skills useful i future iformatio searches Performig services right the first time ,278 Providig directio to self-avigate the library Providig services as promised Resources added to library collectios o request Space for group / idividual study ad research eeds ,967 Space that facilitates quiet study ,714 Teachig me to fid library resources myself Timely documet delivery / iterlibrary loa ,068 Persoalizatio features i the electroic library Space for studets to study ad work i groups ,197 Adequate hours of service ,173 Timely delivery of the articles ad documets that I eed Providig me with the iformatio skills I eed for my work or study The library staff reflects ad promotes the Jesuit ideals of social justice ad respect for all persos The library collectio provides iformatio resources reflectig diverse poits of view College or Uiversity All (Excludig Library Staff) College or Uiversity All (Excludig Library Staff)

168 Page 164 of 244 LibQUAL Survey Results - The library program teaches me how to access, evaluate, ad use iformatio The 24 by 7 live chat service provides iformatio assistace whe ad where I eed it The library provides access to archival materials (documets, mauscripts, ad photographs) College or Uiversity All (Excludig Library Staff) College or Uiversity All (Excludig Library Staff)

169 LibQUAL Survey Results - Page 165 of Geeral Satisfactio Questios Summary This table displays mea score ad stadard deviatio for each of the geeral satisfactio questios: Satisfactio with Treatmet, Satisfactio with Support, ad Satisfactio with Overall Quality of Service, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the geeral satisfactio questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9. Satisfactio Questio I geeral, I am satisfied with the way i which I am treated at the library ,724 I geeral, I am satisfied with library support for my learig, research, ad/or teachig eeds ,723 How would you rate the overall quality of the service provided by the library? , Iformatio Literacy Outcomes Questios Summary This table displays the mea score ad stadard deviatio for each of the iformatio literacy outcomes questios, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the iformatio literacy outcomes questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9 with 1 beig "strogly disagree" ad 9 represetig "strogly agree". Iformatio Literacy Outcomes Questios The library helps me stay abreast of developmets i my field(s) of iterest ,728 The library aids my advacemet i my academic disciplie ,725 The library eables me to be more efficiet i my academic pursuits ,725 The library helps me distiguish betwee trustworthy ad utrustworthy iformatio ,722 The library provides me with the iformatio skills I eed i my work or study ,722 College or Uiversity All (Excludig Library Staff) College or Uiversity All (Excludig Library Staff)

170 Page 166 of 244 LibQUAL Survey Results Library Use Summary This chart shows a graphic represetatio of library use (both o the premises ad electroically), as well as use of o-library iformatio gateways such as Yahoo ad Google. Bars represet the frequecy with which respodets report usig these resources: Daily, Weekly, Mothly, Quarterly, or Never. The table below the chart displays the umber ad percetage of respodets who selected each optio Percetage How ofte do you use resources o library premises? How ofte do you access library resources through a library Web page? How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? Daily Weekly Mothly Quarterly Never Frequecy Daily Weekly Mothly Quarterly Never / % How ofte do you use resources o library premises? 4, % 11, % 8, % 4, % 1, % 29, % How ofte do you access library resources through a library Web page? 8, % 12, % 5, % 2, % % 29, % How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? 21, % 5, % 1, % % % 29, % College or Uiversity College or Uiversity All (Excludig Library Staff) All (Excludig Library Staff)

171 LibQUAL Survey Results - Page 167 of College or Uiversity Libraries Udergraduate Summary for 18.1 Demographic Summary for Udergraduate Populatio ad Respodet Profiles for Udergraduate by Disciplie The chart ad table below show a breakdow of survey respodets by stadard disciplie, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio. The chart maps percetage of respodets for each disciplie i red. Populatio percetages for each disciplie are mapped i blue. The table shows the umber ad percetage for each disciplie, for both the geeral populatio (N) ad survey respodets (). Agriculture / Evirometal Studies Architecture Busiess Commuicatios / Jouralism Educatio Egieerig / Computer Sciece Geeral Studies Disciplie Health Scieces Humaities Law Military / Naval Sciece Performig & Fie Arts Sciece / Math Social Scieces / Psychology Udecided Other Respodet Profile by Disciplie Populatio Profile by Disciplie Percetage College or Uiversity Udergraduate College or Uiversity Udergraduate

172 Page 168 of 244 LibQUAL Survey Results - Disciplie Populatio N Populatio Respodets Respodets % % %N - % Agriculture / Evirometal Studies 22, % % 1.64% Architecture 12, % % 0.04% Busiess 90, % 1, % -0.29% Commuicatios / Jouralism 22, % % -0.17% Educatio 41, % % -0.49% Egieerig / Computer Sciece 72, % 1, % 0.73% Geeral Studies 37, % % 2.69% Health Scieces 29, % % -1.11% Humaities 84, % 1, % -2.79% Law 1, % % -0.20% Military / Naval Sciece 2, % % 0.18% Performig & Fie Arts 32, % % 0.09% Sciece / Math 72, % 1, % -3.75% Social Scieces / Psychology 98, % 1, % -2.97% Udecided 71, % % 6.25% Other 43, % % 0.15% Total: 734, % 11, % 0.00% College or Uiversity Udergraduate College or Uiversity Udergraduate

173 LibQUAL Survey Results - Page 169 of Respodet Profile for Udergraduate by Age This table shows a breakdow of survey respodets by age; both the umber of respodets () ad the percetage of the total umber of respodets represeted by each age group are displayed. Age Respodets Respodets % Uder % , % , % % % Over % Total: 11, % Populatio ad Respodet Profiles for Udergraduate by Sex The table below shows a breakdow of survey respodets by sex, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The umber ad percetage for each sex are give for the geeral populatio ad for survey respodets. *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Sex Populatio N Populatio % Respodets Respodets % Male 358, % 4, % Female 400, % 6, % Total: 759, % 11, % College or Uiversity Udergraduate College or Uiversity Udergraduate

174 Page 170 of 244 LibQUAL Survey Results Core Questios Summary for Udergraduate This radar chart shows aggregate results for the core survey questios. Each axis represets oe questio. A code to idetify each questio is displayed at the outer poit of each axis. While questios for each dimesio of library service quality are scattered radomly throughout the survey, o this chart they are grouped ito sectios: Affect of Service, Library as Place, ad Iformatio Cotrol. O each axis, respodets' miimum, desired, ad perceived levels of service quality are plotted, ad the resultig "gaps" betwee the three levels (represetig service adequacy ad service superiority) are shaded i blue, yellow, gree, ad red. The two followig tables show mea scores ad stadard deviatios for each questio, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) AS-7 AS-6 AS-5 Affect of Service AS-8 AS-4 AS-9 AS-3 IC-1 AS-2 IC-2 AS IC-3 LP-5 IC-4 LP-4 Iformatio Cotrol IC-5 IC-6 LP-2 LP-3 Library as Place IC-7 IC-8 LP-1 Perceived Less Tha Miimum Perceived Greater Tha Miimum Perceived Less Tha Desired Perceived Greater Tha Desired College or Uiversity Udergraduate College or Uiversity Udergraduate

175 LibQUAL Survey Results - Page 171 of 244 ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users ,212 AS-2 Givig users idividual attetio ,374 AS-3 Employees who are cosistetly courteous ,760 AS-4 Readiess to respod to users' questios ,291 AS-5 Employees who have the kowledge to aswer ,267 user questios AS-6 Employees who deal with users i a carig ,316 fashio AS-7 Employees who uderstad the eeds of their ,141 users AS-8 Willigess to help users ,356 AS-9 Depedability i hadlig users' service problems ,960 Iformatio Cotrol IC-1 Makig electroic resources accessible from my ,774 home or office IC-2 A library Web site eablig me to locate ,918 iformatio o my ow IC-3 The prited library materials I eed for my work ,156 IC-4 The electroic iformatio resources I eed ,745 IC-5 Moder equipmet that lets me easily access ,828 eeded iformatio IC-6 Easy-to-use access tools that allow me to fid ,710 thigs o my ow IC-7 Makig iformatio easily accessible for ,695 idepedet use IC-8 Prit ad/or electroic joural collectios I ,027 require for my work Library as Place LP-1 Library space that ispires study ad learig ,915 LP-2 Quiet space for idividual activities ,870 LP-3 A comfortable ad ivitig locatio ,952 LP-4 A getaway for study, learig, or research ,761 LP-5 Commuity space for group learig ad group ,234 study Overall: ,071 College or Uiversity Udergraduate College or Uiversity Udergraduate

176 Page 172 of 244 LibQUAL Survey Results - ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users ,212 AS-2 Givig users idividual attetio ,374 AS-3 Employees who are cosistetly courteous ,760 AS-4 Readiess to respod to users' questios ,291 AS-5 Employees who have the kowledge to aswer ,267 user questios AS-6 Employees who deal with users i a carig ,316 fashio AS-7 Employees who uderstad the eeds of their ,141 users AS-8 Willigess to help users ,356 AS-9 Depedability i hadlig users' service problems ,960 Iformatio Cotrol IC-1 Makig electroic resources accessible from my ,774 home or office IC-2 A library Web site eablig me to locate ,918 iformatio o my ow IC-3 The prited library materials I eed for my work ,156 IC-4 The electroic iformatio resources I eed ,745 IC-5 Moder equipmet that lets me easily access ,828 eeded iformatio IC-6 Easy-to-use access tools that allow me to fid ,710 thigs o my ow IC-7 Makig iformatio easily accessible for ,695 idepedet use IC-8 Prit ad/or electroic joural collectios I ,027 require for my work Library as Place LP-1 Library space that ispires study ad learig ,915 LP-2 Quiet space for idividual activities ,870 LP-3 A comfortable ad ivitig locatio ,952 LP-4 A getaway for study, learig, or research ,761 LP-5 Commuity space for group learig ad group ,234 study Overall: ,071 College or Uiversity Udergraduate College or Uiversity Udergraduate

177 LibQUAL Survey Results - Page 173 of Core Questio Dimesios Summary for Udergraduate O the chart below, scores for each dimesio of library service quality have bee plotted graphically. The exterior bars represet the rage of miimum to desired mea scores for each dimesio. The iterior bars represet the rage of miimum to perceived mea scores (the service adequacy gap) for each dimesio of library service quality Affect of Service Iformatio Cotrol Library as Place Overall Dimesio Rage of Miimum to Desired Rage of Miimum to Perceived ("Adequacy Gap") College or Uiversity Udergraduate College or Uiversity Udergraduate

178 Page 174 of 244 LibQUAL Survey Results - The followig table displays mea scores for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service ,032 Iformatio Cotrol ,071 Library as Place ,052 Overall: ,071 The followig table displays stadard deviatio for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service ,032 Iformatio Cotrol ,071 Library as Place ,052 Overall: ,071 College or Uiversity Udergraduate College or Uiversity Udergraduate

179 LibQUAL Survey Results - Page 175 of Local Questios Summary for Udergraduate This table shows mea scores for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Comprehesive collectios of fulltext articles olie Coveiece of borrowig books from other colleges Availability of olie help whe usig my library's electroic resources Iformig me of useful library services ,051 Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care , Providig help whe ad where I eed it ,608 Teachig me how to access, evaluate, ad use iformatio ,292 Makig me aware of library services Subject bibliographies Library orietatios / istructio sessios ,874 Olie course support (readigs, liks, refereces) Electroic resources matchig my iformatio eeds Access to rare ad historical materials Cotributio to the itellectual atmosphere of the campus Ready access to computers / Iteret / software ,204 Library staff teachig me how to fid iformatio Usig the library for research Library keepig me iformed about all of its services The multimedia (CD / DVD / video / audio) collectios I eed A eviromet coducive to learig through classes, programs, activities, ad meetigs , Access to photocopyig ad pritig facilities Provisio of iformatio skills traiig Availability of subject specialist assistace Helpfuless i dealig with users' IT problems ,421 Librarias teachig me how to effectively use the electroically available databases, jourals, ad books College or Uiversity Udergraduate College or Uiversity Udergraduate

180 Page 176 of 244 LibQUAL Survey Results - Providig reliable access to resources whe ad where I eed them A library eviromet that is hospitable ad coducive to fidig ad usig iformatio Makig me aware of library resources ad services ,973 Teachig me how to locate, evaluate, ad use iformatio ,387 Efficiet iterlibrary loa / documet delivery Easy access to archival materials (documets, mauscripts, ad photos), particularly those of LDS origi Coveiet service hours ,725 Ability to avigate library Web pages easily ,646 A ceter for itellectual stimulatio A place for reflectio ad creativity A secure ad safe place ,122 Accuracy i the catalog, borrowig, ad overdue records ,032 Browsig library materials i the stacks Ceter for itellectual iteractio Coveiet access to library collectios Coveiet busiess hours Eablig me to fid iformatio myself 24 hours a day Facilitatig self-directed research Librarias providig help that both assists i fidig the iformatio eeded ow, ad improves skills useful i future iformatio searches Performig services right the first time Providig directio to self-avigate the library Providig services as promised Resources added to library collectios o request Space for group / idividual study ad research eeds ,781 Space that facilitates quiet study Teachig me to fid library resources myself Timely documet delivery / iterlibrary loa ,398 Persoalizatio features i the electroic library Space for studets to study ad work i groups Adequate hours of service ,514 Timely delivery of the articles ad documets that I eed Providig me with the iformatio skills I eed for my work or study The library staff reflects ad promotes the Jesuit ideals of social justice ad respect for all persos College or Uiversity Udergraduate College or Uiversity Udergraduate

181 LibQUAL Survey Results - Page 177 of 244 The library collectio provides iformatio resources reflectig diverse poits of view The library program teaches me how to access, evaluate, ad use iformatio The 24 by 7 live chat service provides iformatio assistace whe ad where I eed it The library provides access to archival materials (documets, mauscripts, ad photographs) College or Uiversity Udergraduate College or Uiversity Udergraduate

182 Page 178 of 244 LibQUAL Survey Results - This table displays the stadard deviatio for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Comprehesive collectios of fulltext articles olie Coveiece of borrowig books from other colleges Availability of olie help whe usig my library's electroic resources Iformig me of useful library services ,051 Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care , Providig help whe ad where I eed it ,608 Teachig me how to access, evaluate, ad use iformatio ,292 Makig me aware of library services Subject bibliographies Library orietatios / istructio sessios ,874 Olie course support (readigs, liks, refereces) Electroic resources matchig my iformatio eeds Access to rare ad historical materials Cotributio to the itellectual atmosphere of the campus Ready access to computers / Iteret / software ,204 Library staff teachig me how to fid iformatio Usig the library for research Library keepig me iformed about all of its services The multimedia (CD / DVD / video / audio) collectios I eed A eviromet coducive to learig through classes, programs, activities, ad meetigs , Access to photocopyig ad pritig facilities Provisio of iformatio skills traiig Availability of subject specialist assistace Helpfuless i dealig with users' IT problems ,421 Librarias teachig me how to effectively use the electroically available databases, jourals, ad books Providig reliable access to resources whe ad where I eed them College or Uiversity Udergraduate College or Uiversity Udergraduate

183 LibQUAL Survey Results - Page 179 of 244 A library eviromet that is hospitable ad coducive to fidig ad usig iformatio Makig me aware of library resources ad services ,973 Teachig me how to locate, evaluate, ad use iformatio ,387 Efficiet iterlibrary loa / documet delivery Easy access to archival materials (documets, mauscripts, ad photos), particularly those of LDS origi Coveiet service hours ,725 Ability to avigate library Web pages easily ,646 A ceter for itellectual stimulatio A place for reflectio ad creativity A secure ad safe place ,122 Accuracy i the catalog, borrowig, ad overdue records ,032 Browsig library materials i the stacks Ceter for itellectual iteractio Coveiet access to library collectios Coveiet busiess hours Eablig me to fid iformatio myself 24 hours a day Facilitatig self-directed research Librarias providig help that both assists i fidig the iformatio eeded ow, ad improves skills useful i future iformatio searches Performig services right the first time Providig directio to self-avigate the library Providig services as promised Resources added to library collectios o request Space for group / idividual study ad research eeds ,781 Space that facilitates quiet study Teachig me to fid library resources myself Timely documet delivery / iterlibrary loa ,398 Persoalizatio features i the electroic library Space for studets to study ad work i groups Adequate hours of service ,514 Timely delivery of the articles ad documets that I eed Providig me with the iformatio skills I eed for my work or study The library staff reflects ad promotes the Jesuit ideals of social justice ad respect for all persos The library collectio provides iformatio resources reflectig diverse poits of view College or Uiversity Udergraduate College or Uiversity Udergraduate

184 Page 180 of 244 LibQUAL Survey Results - The library program teaches me how to access, evaluate, ad use iformatio The 24 by 7 live chat service provides iformatio assistace whe ad where I eed it The library provides access to archival materials (documets, mauscripts, ad photographs) College or Uiversity Udergraduate College or Uiversity Udergraduate

185 LibQUAL Survey Results - Page 181 of Geeral Satisfactio Questios Summary for Udergraduate This table displays mea score ad stadard deviatio for each of the geeral satisfactio questios: Satisfactio with Treatmet, Satisfactio with Support, ad Satisfactio with Overall Quality of Service, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the geeral satisfactio questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9. Satisfactio Questio I geeral, I am satisfied with the way i which I am treated at the library ,069 I geeral, I am satisfied with library support for my learig, research, ad/or teachig eeds ,071 How would you rate the overall quality of the service provided by the library? , Iformatio Literacy Outcomes Questios Summary for Udergraduate This table displays the mea score ad stadard deviatio for each of the iformatio literacy outcomes questios, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the iformatio literacy outcomes questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9 with 1 beig "strogly disagree" ad 9 represetig "strogly agree". Iformatio Literacy Outcomes Questios The library helps me stay abreast of developmets i my field(s) of iterest ,071 The library aids my advacemet i my academic disciplie ,071 The library eables me to be more efficiet i my academic pursuits ,071 The library helps me distiguish betwee trustworthy ad utrustworthy iformatio ,069 The library provides me with the iformatio skills I eed i my work or study ,070 College or Uiversity Udergraduate College or Uiversity Udergraduate

186 Page 182 of 244 LibQUAL Survey Results Library Use Summary for Udergraduate 100 This chart shows a graphic represetatio of library use (both o the premises ad electroically), as well as use of o-library iformatio gateways such as Yahoo ad Google. Bars represet the frequecy with which respodets report usig these resources: Daily, Weekly, Mothly, Quarterly, or Never. The table below the chart displays the umber ad percetage of respodets who selected each optio Percetage How ofte do you use resources o library premises? How ofte do you access library resources through a library Web page? How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? Daily Weekly Mothly Quarterly Never Frequecy Daily Weekly Mothly Quarterly Never / % How ofte do you use resources o library premises? 1, % 4, % 2, % 1, % % 11, % How ofte do you access library resources through a library Web page? 1, % 4, % 3, % 1, % % 11, % How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? 8, % 2, % % % % 11, % College or Uiversity College or Uiversity Udergraduate Udergraduate

187 LibQUAL Survey Results - Page 183 of College or Uiversity Libraries Graduate Summary for 19.1 Demographic Summary for Graduate Populatio ad Respodet Profiles for Graduate by Disciplie The chart ad table below show a breakdow of survey respodets by stadard disciplie, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio. The chart maps percetage of respodets for each disciplie i red. Populatio percetages for each disciplie are mapped i blue. The table shows the umber ad percetage for each disciplie, for both the geeral populatio (N) ad survey respodets (). Agriculture / Evirometal Studies Architecture Busiess Commuicatios / Jouralism Educatio Egieerig / Computer Sciece Geeral Studies Disciplie Health Scieces Humaities Law Military / Naval Sciece Performig & Fie Arts Sciece / Math Social Scieces / Psychology Udecided Other Respodet Profile by Disciplie Populatio Profile by Disciplie Percetage College or Uiversity Graduate College or Uiversity Graduate

188 Page 184 of 244 LibQUAL Survey Results - Disciplie Populatio N Populatio Respodets Respodets % % %N - % Agriculture / Evirometal Studies 5, % % -0.02% Architecture 3, % % 0.49% Busiess 32, % % 6.25% Commuicatios / Jouralism 3, % % -0.28% Educatio 32, % 1, % 1.35% Egieerig / Computer Sciece 26, % 1, % 0.17% Geeral Studies 2, % % 0.06% Health Scieces 24, % % 0.57% Humaities 22, % 1, % -5.47% Law 12, % % 1.76% Military / Naval Sciece 3, % % 1.10% Performig & Fie Arts 10, % % 0.04% Sciece / Math 22, % 1, % -1.25% Social Scieces / Psychology 28, % 1, % -4.49% Udecided 6, % % 2.20% Other 12, % % -2.47% Total: 248, % 10, % 0.00% College or Uiversity Graduate College or Uiversity Graduate

189 LibQUAL Survey Results - Page 185 of Respodet Profile for Graduate by Age This table shows a breakdow of survey respodets by age; both the umber of respodets () ad the percetage of the total umber of respodets represeted by each age group are displayed. Age Respodets Respodets % Uder % % , % , % % Over % Total: 10, % Populatio ad Respodet Profiles for Graduate by Sex The table below shows a breakdow of survey respodets by sex, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The umber ad percetage for each sex are give for the geeral populatio ad for survey respodets. *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Sex Populatio N Populatio % Respodets Respodets % Male 120, % 4, % Female 131, % 5, % Total: 252, % 10, % College or Uiversity Graduate College or Uiversity Graduate

190 Page 186 of 244 LibQUAL Survey Results Core Questios Summary for Graduate This radar chart shows aggregate results for the core survey questios. Each axis represets oe questio. A code to idetify each questio is displayed at the outer poit of each axis. While questios for each dimesio of library service quality are scattered radomly throughout the survey, o this chart they are grouped ito sectios: Affect of Service, Library as Place, ad Iformatio Cotrol. O each axis, respodets' miimum, desired, ad perceived levels of service quality are plotted, ad the resultig "gaps" betwee the three levels (represetig service adequacy ad service superiority) are shaded i blue, yellow, gree, ad red. The two followig tables show mea scores ad stadard deviatios for each questio, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) AS-7 AS-6 AS-5 Affect of Service AS-8 AS-4 AS-9 AS-3 IC-1 AS-2 IC-2 AS IC-3 LP-5 IC-4 LP-4 Iformatio Cotrol IC-5 IC-6 LP-2 LP-3 Library as Place IC-7 IC-8 LP-1 Perceived Less Tha Miimum Perceived Greater Tha Miimum Perceived Less Tha Desired Perceived Greater Tha Desired College or Uiversity Graduate College or Uiversity Graduate

191 LibQUAL Survey Results - Page 187 of 244 ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users ,569 AS-2 Givig users idividual attetio ,711 AS-3 Employees who are cosistetly courteous ,041 AS-4 Readiess to respod to users' questios ,787 AS-5 Employees who have the kowledge to aswer ,693 user questios AS-6 Employees who deal with users i a carig ,647 fashio AS-7 Employees who uderstad the eeds of their ,499 users AS-8 Willigess to help users ,699 AS-9 Depedability i hadlig users' service problems ,564 Iformatio Cotrol IC-1 Makig electroic resources accessible from my ,166 home or office IC-2 A library Web site eablig me to locate ,223 iformatio o my ow IC-3 The prited library materials I eed for my work ,541 IC-4 The electroic iformatio resources I eed ,191 IC-5 Moder equipmet that lets me easily access ,968 eeded iformatio IC-6 Easy-to-use access tools that allow me to fid ,085 thigs o my ow IC-7 Makig iformatio easily accessible for ,955 idepedet use IC-8 Prit ad/or electroic joural collectios I ,958 require for my work Library as Place LP-1 Library space that ispires study ad learig ,835 LP-2 Quiet space for idividual activities ,562 LP-3 A comfortable ad ivitig locatio ,892 LP-4 A getaway for study, learig, or research ,592 LP-5 Commuity space for group learig ad group ,290 study Overall: ,314 College or Uiversity Graduate College or Uiversity Graduate

192 Page 188 of 244 LibQUAL Survey Results - ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users ,569 AS-2 Givig users idividual attetio ,711 AS-3 Employees who are cosistetly courteous ,041 AS-4 Readiess to respod to users' questios ,787 AS-5 Employees who have the kowledge to aswer ,693 user questios AS-6 Employees who deal with users i a carig ,647 fashio AS-7 Employees who uderstad the eeds of their ,499 users AS-8 Willigess to help users ,699 AS-9 Depedability i hadlig users' service problems ,564 Iformatio Cotrol IC-1 Makig electroic resources accessible from my ,166 home or office IC-2 A library Web site eablig me to locate ,223 iformatio o my ow IC-3 The prited library materials I eed for my work ,541 IC-4 The electroic iformatio resources I eed ,191 IC-5 Moder equipmet that lets me easily access ,968 eeded iformatio IC-6 Easy-to-use access tools that allow me to fid ,085 thigs o my ow IC-7 Makig iformatio easily accessible for ,955 idepedet use IC-8 Prit ad/or electroic joural collectios I ,958 require for my work Library as Place LP-1 Library space that ispires study ad learig ,835 LP-2 Quiet space for idividual activities ,562 LP-3 A comfortable ad ivitig locatio ,892 LP-4 A getaway for study, learig, or research ,592 LP-5 Commuity space for group learig ad group ,290 study Overall: ,314 College or Uiversity Graduate College or Uiversity Graduate

193 LibQUAL Survey Results - Page 189 of Core Questio Dimesios Summary for Graduate O the chart below, scores for each dimesio of library service quality have bee plotted graphically. The exterior bars represet the rage of miimum to desired mea scores for each dimesio. The iterior bars represet the rage of miimum to perceived mea scores (the service adequacy gap) for each dimesio of library service quality Affect of Service Iformatio Cotrol Library as Place Overall Dimesio Rage of Miimum to Desired Rage of Miimum to Perceived ("Adequacy Gap") College or Uiversity Graduate College or Uiversity Graduate

194 Page 190 of 244 LibQUAL Survey Results - The followig table displays mea scores for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service ,294 Iformatio Cotrol ,314 Library as Place ,189 Overall: ,314 The followig table displays stadard deviatio for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service ,294 Iformatio Cotrol ,314 Library as Place ,189 Overall: ,314 College or Uiversity Graduate College or Uiversity Graduate

195 LibQUAL Survey Results - Page 191 of Local Questios Summary for Graduate This table shows mea scores for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Comprehesive collectios of fulltext articles olie Coveiece of borrowig books from other colleges Availability of olie help whe usig my library's electroic resources ,429 Iformig me of useful library services Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care , Providig help whe ad where I eed it ,558 Teachig me how to access, evaluate, ad use iformatio ,408 Makig me aware of library services Subject bibliographies Library orietatios / istructio sessios Olie course support (readigs, liks, refereces) Electroic resources matchig my iformatio eeds Access to rare ad historical materials Cotributio to the itellectual atmosphere of the campus Ready access to computers / Iteret / software ,212 Library staff teachig me how to fid iformatio Usig the library for research Library keepig me iformed about all of its services The multimedia (CD / DVD / video / audio) collectios I eed A eviromet coducive to learig through classes, programs, activities, ad meetigs Access to photocopyig ad pritig facilities Provisio of iformatio skills traiig Availability of subject specialist assistace ,056 Helpfuless i dealig with users' IT problems ,408 Librarias teachig me how to effectively use the electroically available databases, jourals, ad books College or Uiversity Graduate College or Uiversity Graduate

196 Page 192 of 244 LibQUAL Survey Results - Providig reliable access to resources whe ad where I eed them A library eviromet that is hospitable ad coducive to fidig ad usig iformatio Makig me aware of library resources ad services ,987 Teachig me how to locate, evaluate, ad use iformatio ,692 Efficiet iterlibrary loa / documet delivery ,569 Easy access to archival materials (documets, mauscripts, ad photos), particularly those of LDS origi Coveiet service hours ,251 Ability to avigate library Web pages easily ,021 A ceter for itellectual stimulatio A place for reflectio ad creativity A secure ad safe place ,092 Accuracy i the catalog, borrowig, ad overdue records Browsig library materials i the stacks Ceter for itellectual iteractio Coveiet access to library collectios Coveiet busiess hours Eablig me to fid iformatio myself 24 hours a day Facilitatig self-directed research Librarias providig help that both assists i fidig the iformatio eeded ow, ad improves skills useful i future iformatio searches Performig services right the first time Providig directio to self-avigate the library Providig services as promised Resources added to library collectios o request Space for group / idividual study ad research eeds ,758 Space that facilitates quiet study Teachig me to fid library resources myself Timely documet delivery / iterlibrary loa ,008 Persoalizatio features i the electroic library Space for studets to study ad work i groups Adequate hours of service ,006 Timely delivery of the articles ad documets that I eed Providig me with the iformatio skills I eed for my work or study The library staff reflects ad promotes the Jesuit ideals of social justice ad respect for all persos College or Uiversity Graduate College or Uiversity Graduate

197 LibQUAL Survey Results - Page 193 of 244 The library collectio provides iformatio resources reflectig diverse poits of view The library program teaches me how to access, evaluate, ad use iformatio The 24 by 7 live chat service provides iformatio assistace whe ad where I eed it The library provides access to archival materials (documets, mauscripts, ad photographs) College or Uiversity Graduate College or Uiversity Graduate

198 Page 194 of 244 LibQUAL Survey Results - This table displays the stadard deviatio for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Comprehesive collectios of fulltext articles olie Coveiece of borrowig books from other colleges Availability of olie help whe usig my library's electroic resources ,429 Iformig me of useful library services Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care , Providig help whe ad where I eed it ,558 Teachig me how to access, evaluate, ad use iformatio ,408 Makig me aware of library services Subject bibliographies Library orietatios / istructio sessios Olie course support (readigs, liks, refereces) Electroic resources matchig my iformatio eeds Access to rare ad historical materials Cotributio to the itellectual atmosphere of the campus Ready access to computers / Iteret / software ,212 Library staff teachig me how to fid iformatio Usig the library for research Library keepig me iformed about all of its services The multimedia (CD / DVD / video / audio) collectios I eed A eviromet coducive to learig through classes, programs, activities, ad meetigs Access to photocopyig ad pritig facilities Provisio of iformatio skills traiig Availability of subject specialist assistace ,056 Helpfuless i dealig with users' IT problems ,408 Librarias teachig me how to effectively use the electroically available databases, jourals, ad books Providig reliable access to resources whe ad where I eed them College or Uiversity Graduate College or Uiversity Graduate

199 LibQUAL Survey Results - Page 195 of 244 A library eviromet that is hospitable ad coducive to fidig ad usig iformatio Makig me aware of library resources ad services ,987 Teachig me how to locate, evaluate, ad use iformatio ,692 Efficiet iterlibrary loa / documet delivery ,569 Easy access to archival materials (documets, mauscripts, ad photos), particularly those of LDS origi Coveiet service hours ,251 Ability to avigate library Web pages easily ,021 A ceter for itellectual stimulatio A place for reflectio ad creativity A secure ad safe place ,092 Accuracy i the catalog, borrowig, ad overdue records Browsig library materials i the stacks Ceter for itellectual iteractio Coveiet access to library collectios Coveiet busiess hours Eablig me to fid iformatio myself 24 hours a day Facilitatig self-directed research Librarias providig help that both assists i fidig the iformatio eeded ow, ad improves skills useful i future iformatio searches Performig services right the first time Providig directio to self-avigate the library Providig services as promised Resources added to library collectios o request Space for group / idividual study ad research eeds ,758 Space that facilitates quiet study Teachig me to fid library resources myself Timely documet delivery / iterlibrary loa ,008 Persoalizatio features i the electroic library Space for studets to study ad work i groups Adequate hours of service ,006 Timely delivery of the articles ad documets that I eed Providig me with the iformatio skills I eed for my work or study The library staff reflects ad promotes the Jesuit ideals of social justice ad respect for all persos The library collectio provides iformatio resources reflectig diverse poits of view College or Uiversity Graduate College or Uiversity Graduate

200 Page 196 of 244 LibQUAL Survey Results - The library program teaches me how to access, evaluate, ad use iformatio The 24 by 7 live chat service provides iformatio assistace whe ad where I eed it The library provides access to archival materials (documets, mauscripts, ad photographs) College or Uiversity Graduate College or Uiversity Graduate

201 LibQUAL Survey Results - Page 197 of Geeral Satisfactio Questios Summary for Graduate This table displays mea score ad stadard deviatio for each of the geeral satisfactio questios: Satisfactio with Treatmet, Satisfactio with Support, ad Satisfactio with Overall Quality of Service, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the geeral satisfactio questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9. Satisfactio Questio I geeral, I am satisfied with the way i which I am treated at the library ,312 I geeral, I am satisfied with library support for my learig, research, ad/or teachig eeds ,311 How would you rate the overall quality of the service provided by the library? , Iformatio Literacy Outcomes Questios Summary for Graduate This table displays the mea score ad stadard deviatio for each of the iformatio literacy outcomes questios, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the iformatio literacy outcomes questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9 with 1 beig "strogly disagree" ad 9 represetig "strogly agree". Iformatio Literacy Outcomes Questios The library helps me stay abreast of developmets i my field(s) of iterest ,313 The library aids my advacemet i my academic disciplie ,313 The library eables me to be more efficiet i my academic pursuits ,313 The library helps me distiguish betwee trustworthy ad utrustworthy iformatio ,312 The library provides me with the iformatio skills I eed i my work or study ,313 College or Uiversity Graduate College or Uiversity Graduate

202 Page 198 of 244 LibQUAL Survey Results Library Use Summary for Graduate 100 This chart shows a graphic represetatio of library use (both o the premises ad electroically), as well as use of o-library iformatio gateways such as Yahoo ad Google. Bars represet the frequecy with which respodets report usig these resources: Daily, Weekly, Mothly, Quarterly, or Never. The table below the chart displays the umber ad percetage of respodets who selected each optio Percetage How ofte do you use resources o library premises? How ofte do you access library resources through a library Web page? How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? Daily Weekly Mothly Quarterly Never Frequecy Daily Weekly Mothly Quarterly Never / % How ofte do you use resources o library premises? 1, % 4, % 2, % 1, % % 10, % How ofte do you access library resources through a library Web page? 3, % 4, % 1, % % % 10, % How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? 7, % 1, % % % % 10, % College or Uiversity College or Uiversity Graduate Graduate

203 LibQUAL Survey Results - Page 199 of College or Uiversity Libraries Faculty Summary for 20.1 Demographic Summary for Faculty Populatio ad Respodet Profiles for Faculty by Disciplie The chart ad table below show a breakdow of survey respodets by stadard disciplie, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio. The chart maps percetage of respodets for each disciplie i red. Populatio percetages for each disciplie are mapped i blue. The table shows the umber ad percetage for each disciplie, for both the geeral populatio (N) ad survey respodets (). Agriculture / Evirometal Studies Architecture Busiess Commuicatios / Jouralism Educatio Egieerig / Computer Sciece Geeral Studies Disciplie Health Scieces Humaities Law Military / Naval Sciece Performig & Fie Arts Sciece / Math Social Scieces / Psychology Udecided Other Respodet Profile by Disciplie Populatio Profile by Disciplie Percetage College or Uiversity Faculty College or Uiversity Faculty

204 Page 200 of 244 LibQUAL Survey Results - Disciplie Populatio N Populatio Respodets Respodets % % %N - % Agriculture / Evirometal Studies 3, % % 1.17% Architecture % % 0.06% Busiess 4, % % 1.89% Commuicatios / Jouralism 1, % % -0.23% Educatio 4, % % 0.13% Egieerig / Computer Sciece 5, % % 2.11% Geeral Studies 1, % % 1.09% Health Scieces 8, % % 1.87% Humaities 10, % 1, % -8.60% Law 1, % % 0.98% Military / Naval Sciece % % 0.23% Performig & Fie Arts 4, % % 1.49% Sciece / Math 9, % % -0.83% Social Scieces / Psychology 7, % % -3.30% Udecided 1, % % 1.09% Other 4, % % 0.85% Total: 68, % 6, % 0.00% College or Uiversity Faculty College or Uiversity Faculty

205 LibQUAL Survey Results - Page 201 of Respodet Profile for Faculty by Age This table shows a breakdow of survey respodets by age; both the umber of respodets () ad the percetage of the total umber of respodets represeted by each age group are displayed. Age Respodets Respodets % Uder % % % , % , % Over % Total: 6, % Populatio ad Respodet Profiles for Faculty by Sex The table below shows a breakdow of survey respodets by sex, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The umber ad percetage for each sex are give for the geeral populatio ad for survey respodets. *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Sex Populatio N Populatio % Respodets Respodets % Male 45, % 3, % Female 24, % 2, % Total: 69, % 6, % College or Uiversity Faculty College or Uiversity Faculty

206 Page 202 of 244 LibQUAL Survey Results Core Questios Summary for Faculty This radar chart shows aggregate results for the core survey questios. Each axis represets oe questio. A code to idetify each questio is displayed at the outer poit of each axis. While questios for each dimesio of library service quality are scattered radomly throughout the survey, o this chart they are grouped ito sectios: Affect of Service, Library as Place, ad Iformatio Cotrol. O each axis, respodets' miimum, desired, ad perceived levels of service quality are plotted, ad the resultig "gaps" betwee the three levels (represetig service adequacy ad service superiority) are shaded i blue, yellow, gree, ad red. The two followig tables show mea scores ad stadard deviatios for each questio, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) AS-7 AS-6 AS-5 Affect of Service AS-8 AS-4 AS-9 AS-3 IC-1 AS-2 IC-2 AS IC-3 LP-5 IC-4 LP-4 Iformatio Cotrol IC-5 IC-6 LP-2 LP-3 Library as Place IC-7 IC-8 LP-1 Perceived Less Tha Miimum Perceived Greater Tha Miimum Perceived Less Tha Desired Perceived Greater Tha Desired College or Uiversity Faculty College or Uiversity Faculty

207 LibQUAL Survey Results - Page 203 of 244 ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users ,739 AS-2 Givig users idividual attetio ,762 AS-3 Employees who are cosistetly courteous ,952 AS-4 Readiess to respod to users' questios ,891 AS-5 Employees who have the kowledge to aswer ,829 user questios AS-6 Employees who deal with users i a carig ,711 fashio AS-7 Employees who uderstad the eeds of their ,756 users AS-8 Willigess to help users ,746 AS-9 Depedability i hadlig users' service problems ,254 Iformatio Cotrol IC-1 Makig electroic resources accessible from my ,993 home or office IC-2 A library Web site eablig me to locate ,017 iformatio o my ow IC-3 The prited library materials I eed for my work ,759 IC-4 The electroic iformatio resources I eed ,993 IC-5 Moder equipmet that lets me easily access ,759 eeded iformatio IC-6 Easy-to-use access tools that allow me to fid ,918 thigs o my ow IC-7 Makig iformatio easily accessible for ,823 idepedet use IC-8 Prit ad/or electroic joural collectios I ,925 require for my work Library as Place LP-1 Library space that ispires study ad learig ,333 LP-2 Quiet space for idividual activities ,927 LP-3 A comfortable ad ivitig locatio ,494 LP-4 A getaway for study, learig, or research ,101 LP-5 Commuity space for group learig ad group ,880 study Overall: ,096 College or Uiversity Faculty College or Uiversity Faculty

208 Page 204 of 244 LibQUAL Survey Results - ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users ,739 AS-2 Givig users idividual attetio ,762 AS-3 Employees who are cosistetly courteous ,952 AS-4 Readiess to respod to users' questios ,891 AS-5 Employees who have the kowledge to aswer ,829 user questios AS-6 Employees who deal with users i a carig ,711 fashio AS-7 Employees who uderstad the eeds of their ,756 users AS-8 Willigess to help users ,746 AS-9 Depedability i hadlig users' service problems ,254 Iformatio Cotrol IC-1 Makig electroic resources accessible from my ,993 home or office IC-2 A library Web site eablig me to locate ,017 iformatio o my ow IC-3 The prited library materials I eed for my work ,759 IC-4 The electroic iformatio resources I eed ,993 IC-5 Moder equipmet that lets me easily access ,759 eeded iformatio IC-6 Easy-to-use access tools that allow me to fid ,918 thigs o my ow IC-7 Makig iformatio easily accessible for ,823 idepedet use IC-8 Prit ad/or electroic joural collectios I ,925 require for my work Library as Place LP-1 Library space that ispires study ad learig ,333 LP-2 Quiet space for idividual activities ,927 LP-3 A comfortable ad ivitig locatio ,494 LP-4 A getaway for study, learig, or research ,101 LP-5 Commuity space for group learig ad group ,880 study Overall: ,096 College or Uiversity Faculty College or Uiversity Faculty

209 LibQUAL Survey Results - Page 205 of Core Questio Dimesios Summary for Faculty O the chart below, scores for each dimesio of library service quality have bee plotted graphically. The exterior bars represet the rage of miimum to desired mea scores for each dimesio. The iterior bars represet the rage of miimum to perceived mea scores (the service adequacy gap) for each dimesio of library service quality Affect of Service Iformatio Cotrol Library as Place Overall Dimesio Rage of Miimum to Desired Rage of Miimum to Perceived ("Adequacy Gap") College or Uiversity Faculty College or Uiversity Faculty

210 Page 206 of 244 LibQUAL Survey Results - The followig table displays mea scores for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service ,092 Iformatio Cotrol ,096 Library as Place ,866 Overall: ,096 The followig table displays stadard deviatio for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service ,092 Iformatio Cotrol ,096 Library as Place ,866 Overall: ,096 College or Uiversity Faculty College or Uiversity Faculty

211 LibQUAL Survey Results - Page 207 of Local Questios Summary for Faculty This table shows mea scores for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Comprehesive collectios of fulltext articles olie Coveiece of borrowig books from other colleges Availability of olie help whe usig my library's electroic resources Iformig me of useful library services Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care Providig help whe ad where I eed it Teachig me how to access, evaluate, ad use iformatio Makig me aware of library services Subject bibliographies Library orietatios / istructio sessios Olie course support (readigs, liks, refereces) Electroic resources matchig my iformatio eeds Access to rare ad historical materials Cotributio to the itellectual atmosphere of the campus Ready access to computers / Iteret / software Library staff teachig me how to fid iformatio Usig the library for research Library keepig me iformed about all of its services The multimedia (CD / DVD / video / audio) collectios I eed A eviromet coducive to learig through classes, programs, activities, ad meetigs Access to photocopyig ad pritig facilities Provisio of iformatio skills traiig Availability of subject specialist assistace Helpfuless i dealig with users' IT problems Librarias teachig me how to effectively use the electroically available databases, jourals, ad books College or Uiversity Faculty College or Uiversity Faculty

212 Page 208 of 244 LibQUAL Survey Results - Providig reliable access to resources whe ad where I eed them A library eviromet that is hospitable ad coducive to fidig ad usig iformatio Makig me aware of library resources ad services ,189 Teachig me how to locate, evaluate, ad use iformatio ,412 Efficiet iterlibrary loa / documet delivery Easy access to archival materials (documets, mauscripts, ad photos), particularly those of LDS origi Coveiet service hours ,771 Ability to avigate library Web pages easily ,884 A ceter for itellectual stimulatio A place for reflectio ad creativity A secure ad safe place Accuracy i the catalog, borrowig, ad overdue records Browsig library materials i the stacks Ceter for itellectual iteractio Coveiet access to library collectios Coveiet busiess hours Eablig me to fid iformatio myself 24 hours a day Facilitatig self-directed research Librarias providig help that both assists i fidig the iformatio eeded ow, ad improves skills useful i future iformatio searches Performig services right the first time Providig directio to self-avigate the library Providig services as promised Resources added to library collectios o request Space for group / idividual study ad research eeds Space that facilitates quiet study Teachig me to fid library resources myself Timely documet delivery / iterlibrary loa Persoalizatio features i the electroic library Space for studets to study ad work i groups Adequate hours of service Timely delivery of the articles ad documets that I eed Providig me with the iformatio skills I eed for my work or study The library staff reflects ad promotes the Jesuit ideals of social justice ad respect for all persos College or Uiversity Faculty College or Uiversity Faculty

213 LibQUAL Survey Results - Page 209 of 244 The library collectio provides iformatio resources reflectig diverse poits of view The library program teaches me how to access, evaluate, ad use iformatio The 24 by 7 live chat service provides iformatio assistace whe ad where I eed it The library provides access to archival materials (documets, mauscripts, ad photographs) College or Uiversity Faculty College or Uiversity Faculty

214 Page 210 of 244 LibQUAL Survey Results - This table displays the stadard deviatio for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Comprehesive collectios of fulltext articles olie Coveiece of borrowig books from other colleges Availability of olie help whe usig my library's electroic resources Iformig me of useful library services Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care Providig help whe ad where I eed it Teachig me how to access, evaluate, ad use iformatio Makig me aware of library services Subject bibliographies Library orietatios / istructio sessios Olie course support (readigs, liks, refereces) Electroic resources matchig my iformatio eeds Access to rare ad historical materials Cotributio to the itellectual atmosphere of the campus Ready access to computers / Iteret / software Library staff teachig me how to fid iformatio Usig the library for research Library keepig me iformed about all of its services The multimedia (CD / DVD / video / audio) collectios I eed A eviromet coducive to learig through classes, programs, activities, ad meetigs Access to photocopyig ad pritig facilities Provisio of iformatio skills traiig Availability of subject specialist assistace Helpfuless i dealig with users' IT problems Librarias teachig me how to effectively use the electroically available databases, jourals, ad books Providig reliable access to resources whe ad where I eed them College or Uiversity Faculty College or Uiversity Faculty

215 LibQUAL Survey Results - Page 211 of 244 A library eviromet that is hospitable ad coducive to fidig ad usig iformatio Makig me aware of library resources ad services ,189 Teachig me how to locate, evaluate, ad use iformatio ,412 Efficiet iterlibrary loa / documet delivery Easy access to archival materials (documets, mauscripts, ad photos), particularly those of LDS origi Coveiet service hours ,771 Ability to avigate library Web pages easily ,884 A ceter for itellectual stimulatio A place for reflectio ad creativity A secure ad safe place Accuracy i the catalog, borrowig, ad overdue records Browsig library materials i the stacks Ceter for itellectual iteractio Coveiet access to library collectios Coveiet busiess hours 1 Eablig me to fid iformatio myself 24 hours a day Facilitatig self-directed research Librarias providig help that both assists i fidig the iformatio eeded ow, ad improves skills useful i future iformatio searches Performig services right the first time Providig directio to self-avigate the library Providig services as promised Resources added to library collectios o request Space for group / idividual study ad research eeds Space that facilitates quiet study Teachig me to fid library resources myself Timely documet delivery / iterlibrary loa Persoalizatio features i the electroic library Space for studets to study ad work i groups Adequate hours of service Timely delivery of the articles ad documets that I eed Providig me with the iformatio skills I eed for my work or study The library staff reflects ad promotes the Jesuit ideals of social justice ad respect for all persos The library collectio provides iformatio resources reflectig diverse poits of view College or Uiversity Faculty College or Uiversity Faculty

216 Page 212 of 244 LibQUAL Survey Results - The library program teaches me how to access, evaluate, ad use iformatio The 24 by 7 live chat service provides iformatio assistace whe ad where I eed it The library provides access to archival materials (documets, mauscripts, ad photographs) College or Uiversity Faculty College or Uiversity Faculty

217 LibQUAL Survey Results - Page 213 of Geeral Satisfactio Questios Summary for Faculty This table displays mea score ad stadard deviatio for each of the geeral satisfactio questios: Satisfactio with Treatmet, Satisfactio with Support, ad Satisfactio with Overall Quality of Service, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the geeral satisfactio questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9. Satisfactio Questio I geeral, I am satisfied with the way i which I am treated at the library ,095 I geeral, I am satisfied with library support for my learig, research, ad/or teachig eeds ,094 How would you rate the overall quality of the service provided by the library? , Iformatio Literacy Outcomes Questios Summary for Faculty This table displays the mea score ad stadard deviatio for each of the iformatio literacy outcomes questios, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the iformatio literacy outcomes questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9 with 1 beig "strogly disagree" ad 9 represetig "strogly agree". Iformatio Literacy Outcomes Questios The library helps me stay abreast of developmets i my field(s) of iterest ,095 The library aids my advacemet i my academic disciplie ,093 The library eables me to be more efficiet i my academic pursuits ,094 The library helps me distiguish betwee trustworthy ad utrustworthy iformatio ,093 The library provides me with the iformatio skills I eed i my work or study ,092 College or Uiversity Faculty College or Uiversity Faculty

218 Page 214 of 244 LibQUAL Survey Results Library Use Summary for Faculty 100 This chart shows a graphic represetatio of library use (both o the premises ad electroically), as well as use of o-library iformatio gateways such as Yahoo ad Google. Bars represet the frequecy with which respodets report usig these resources: Daily, Weekly, Mothly, Quarterly, or Never. The table below the chart displays the umber ad percetage of respodets who selected each optio Percetage How ofte do you use resources o library premises? How ofte do you access library resources through a library Web page? How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? Daily Weekly Mothly Quarterly Never Frequecy Daily Weekly Mothly Quarterly Never / % How ofte do you use resources o library premises? % 2, % 1, % 1, % % 6, % How ofte do you access library resources through a library Web page? 2, % 2, % % % % 6, % How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? 4, % 1, % % % % 6, % College or Uiversity College or Uiversity Faculty Faculty

219 LibQUAL Survey Results - Page 215 of College or Uiversity Libraries Library Staff Summary for 21.1 Demographic Summary for Library Staff Respodet Profile for Library Staff by Age This table shows a breakdow of survey respodets by age; both the umber of respodets () ad the percetage of the total umber of respodets represeted by each age group are displayed. Age Respodets Respodets % Uder % % % % % Over % Total: % Respodet Profile for Library Staff by Sex The table below shows a breakdow of survey respodets by sex, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The umber ad percetage for each sex are give for the geeral populatio ad for survey respodets. *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Sex Respodets Respodets % Male % Female % Total: % College or Uiversity Library Staff College or Uiversity Library Staff

220 Page 216 of 244 LibQUAL Survey Results Core Questios Summary for Library Staff This radar chart shows aggregate results for the core survey questios. Each axis represets oe questio. A code to idetify each questio is displayed at the outer poit of each axis. While questios for each dimesio of library service quality are scattered radomly throughout the survey, o this chart they are grouped ito sectios: Affect of Service, Library as Place, ad Iformatio Cotrol. O each axis, respodets' miimum, desired, ad perceived levels of service quality are plotted, ad the resultig "gaps" betwee the three levels (represetig service adequacy ad service superiority) are shaded i blue, yellow, gree, ad red. The two followig tables show mea scores ad stadard deviatios for each questio, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) AS-7 AS-6 AS-5 Affect of Service AS-8 AS-4 AS-9 AS-3 IC-1 AS-2 IC-2 AS IC-3 LP-5 IC-4 LP-4 Iformatio Cotrol IC-5 IC-6 LP-2 LP-3 Library as Place IC-7 IC-8 LP-1 Perceived Less Tha Miimum Perceived Greater Tha Miimum Perceived Less Tha Desired Perceived Greater Tha Desired College or Uiversity Library Staff College or Uiversity Library Staff

221 LibQUAL Survey Results - Page 217 of 244 ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: College or Uiversity Library Staff College or Uiversity Library Staff

222 Page 218 of 244 LibQUAL Survey Results - ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users AS-2 Givig users idividual attetio AS-3 Employees who are cosistetly courteous AS-4 Readiess to respod to users' questios AS-5 Employees who have the kowledge to aswer user questios AS-6 Employees who deal with users i a carig fashio AS-7 Employees who uderstad the eeds of their users AS-8 Willigess to help users AS-9 Depedability i hadlig users' service problems Iformatio Cotrol IC-1 Makig electroic resources accessible from my home or office IC-2 A library Web site eablig me to locate iformatio o my ow IC-3 The prited library materials I eed for my work IC-4 The electroic iformatio resources I eed IC-5 Moder equipmet that lets me easily access eeded iformatio IC-6 Easy-to-use access tools that allow me to fid thigs o my ow IC-7 Makig iformatio easily accessible for idepedet use IC-8 Prit ad/or electroic joural collectios I require for my work Library as Place LP-1 Library space that ispires study ad learig LP-2 Quiet space for idividual activities LP-3 A comfortable ad ivitig locatio LP-4 A getaway for study, learig, or research LP-5 Commuity space for group learig ad group study Overall: College or Uiversity Library Staff College or Uiversity Library Staff

223 LibQUAL Survey Results - Page 219 of Core Questio Dimesios Summary for Library Staff O the chart below, scores for each dimesio of library service quality have bee plotted graphically. The exterior bars represet the rage of miimum to desired mea scores for each dimesio. The iterior bars represet the rage of miimum to perceived mea scores (the service adequacy gap) for each dimesio of library service quality Affect of Service Iformatio Cotrol Library as Place Overall Dimesio Rage of Miimum to Desired Rage of Miimum to Perceived ("Adequacy Gap") College or Uiversity Library Staff College or Uiversity Library Staff

224 Page 220 of 244 LibQUAL Survey Results - The followig table displays mea scores for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: The followig table displays stadard deviatio for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service Iformatio Cotrol Library as Place Overall: College or Uiversity Library Staff College or Uiversity Library Staff

225 LibQUAL Survey Results - Page 221 of Local Questios Summary for Library Staff This table shows mea scores for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Comprehesive collectios of fulltext articles olie Coveiece of borrowig books from other colleges Availability of olie help whe usig my library's electroic resources Iformig me of useful library services A eviromet that facilitates group study ad problem solvig Providig help whe ad where I eed it Teachig me how to access, evaluate, ad use iformatio Makig me aware of library services Subject bibliographies Library orietatios / istructio sessios Olie course support (readigs, liks, refereces) Electroic resources matchig my iformatio eeds Access to rare ad historical materials Cotributio to the itellectual atmosphere of the campus Ready access to computers / Iteret / software Library staff teachig me how to fid iformatio Usig the library for research Library keepig me iformed about all of its services The multimedia (CD / DVD / video / audio) collectios I eed A eviromet coducive to learig through classes, programs, activities, ad meetigs Access to photocopyig ad pritig facilities Provisio of iformatio skills traiig Availability of subject specialist assistace Helpfuless i dealig with users' IT problems Librarias teachig me how to effectively use the electroically available databases, jourals, ad books Providig reliable access to resources whe ad where I eed them A library eviromet that is hospitable ad coducive to fidig ad usig iformatio College or Uiversity Library Staff College or Uiversity Library Staff

226 Page 222 of 244 LibQUAL Survey Results - Makig me aware of library resources ad services Teachig me how to locate, evaluate, ad use iformatio Efficiet iterlibrary loa / documet delivery Easy access to archival materials (documets, mauscripts, ad photos), particularly those of LDS origi Coveiet service hours Ability to avigate library Web pages easily A ceter for itellectual stimulatio A place for reflectio ad creativity A secure ad safe place Accuracy i the catalog, borrowig, ad overdue records Browsig library materials i the stacks Ceter for itellectual iteractio Coveiet access to library collectios Eablig me to fid iformatio myself 24 hours a day Facilitatig self-directed research Librarias providig help that both assists i fidig the iformatio eeded ow, ad improves skills useful i future iformatio searches Performig services right the first time Providig directio to self-avigate the library Providig services as promised Resources added to library collectios o request Space for group / idividual study ad research eeds Space that facilitates quiet study Teachig me to fid library resources myself Timely documet delivery / iterlibrary loa Space for studets to study ad work i groups Adequate hours of service Timely delivery of the articles ad documets that I eed Providig me with the iformatio skills I eed for my work or study The library staff reflects ad promotes the Jesuit ideals of social justice ad respect for all persos The library collectio provides iformatio resources reflectig diverse poits of view The library program teaches me how to access, evaluate, ad use iformatio The 24 by 7 live chat service provides iformatio assistace whe ad where I eed it College or Uiversity Library Staff College or Uiversity Library Staff

227 LibQUAL Survey Results - Page 223 of 244 The library provides access to archival materials (documets, mauscripts, ad photographs) College or Uiversity Library Staff College or Uiversity Library Staff

228 Page 224 of 244 LibQUAL Survey Results - This table displays the stadard deviatio for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Comprehesive collectios of fulltext articles olie Coveiece of borrowig books from other colleges Availability of olie help whe usig my library's electroic resources Iformig me of useful library services A eviromet that facilitates group study ad problem solvig Providig help whe ad where I eed it Teachig me how to access, evaluate, ad use iformatio Makig me aware of library services Subject bibliographies Library orietatios / istructio sessios Olie course support (readigs, liks, refereces) Electroic resources matchig my iformatio eeds Access to rare ad historical materials Cotributio to the itellectual atmosphere of the campus Ready access to computers / Iteret / software Library staff teachig me how to fid iformatio Usig the library for research Library keepig me iformed about all of its services The multimedia (CD / DVD / video / audio) collectios I eed A eviromet coducive to learig through classes, programs, activities, ad meetigs Access to photocopyig ad pritig facilities Provisio of iformatio skills traiig Availability of subject specialist assistace Helpfuless i dealig with users' IT problems Librarias teachig me how to effectively use the electroically available databases, jourals, ad books Providig reliable access to resources whe ad where I eed them A library eviromet that is hospitable ad coducive to fidig ad usig iformatio Makig me aware of library resources ad services College or Uiversity Library Staff College or Uiversity Library Staff

229 LibQUAL Survey Results - Page 225 of 244 Teachig me how to locate, evaluate, ad use iformatio Efficiet iterlibrary loa / documet delivery Easy access to archival materials (documets, mauscripts, ad photos), particularly those of LDS origi Coveiet service hours Ability to avigate library Web pages easily A ceter for itellectual stimulatio A place for reflectio ad creativity A secure ad safe place Accuracy i the catalog, borrowig, ad overdue records Browsig library materials i the stacks Ceter for itellectual iteractio Coveiet access to library collectios Eablig me to fid iformatio myself 24 hours a day Facilitatig self-directed research Librarias providig help that both assists i fidig the iformatio eeded ow, ad improves skills useful i future iformatio searches Performig services right the first time Providig directio to self-avigate the library Providig services as promised Resources added to library collectios o request Space for group / idividual study ad research eeds Space that facilitates quiet study Teachig me to fid library resources myself Timely documet delivery / iterlibrary loa Space for studets to study ad work i groups Adequate hours of service Timely delivery of the articles ad documets that I eed Providig me with the iformatio skills I eed for my work or study The library staff reflects ad promotes the Jesuit ideals of social justice ad respect for all persos The library collectio provides iformatio resources reflectig diverse poits of view The library program teaches me how to access, evaluate, ad use iformatio The 24 by 7 live chat service provides iformatio assistace whe ad where I eed it The library provides access to archival materials (documets, mauscripts, ad photographs) College or Uiversity Library Staff College or Uiversity Library Staff

230 Page 226 of 244 LibQUAL Survey Results Geeral Satisfactio Questios Summary for Library Staff This table displays mea score ad stadard deviatio for each of the geeral satisfactio questios: Satisfactio with Treatmet, Satisfactio with Support, ad Satisfactio with Overall Quality of Service, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the geeral satisfactio questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9. Satisfactio Questio I geeral, I am satisfied with the way i which I am treated at the library I geeral, I am satisfied with library support for my learig, research, ad/or teachig eeds How would you rate the overall quality of the service provided by the library? Iformatio Literacy Outcomes Questios Summary for Library Staff This table displays the mea score ad stadard deviatio for each of the iformatio literacy outcomes questios, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the iformatio literacy outcomes questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9 with 1 beig "strogly disagree" ad 9 represetig "strogly agree". Iformatio Literacy Outcomes Questios The library helps me stay abreast of developmets i my field(s) of iterest The library aids my advacemet i my academic disciplie The library eables me to be more efficiet i my academic pursuits The library helps me distiguish betwee trustworthy ad utrustworthy iformatio The library provides me with the iformatio skills I eed i my work or study College or Uiversity Library Staff College or Uiversity Library Staff

231 LibQUAL Survey Results - Page 227 of Library Use Summary for Library Staff 100 This chart shows a graphic represetatio of library use (both o the premises ad electroically), as well as use of o-library iformatio gateways such as Yahoo ad Google. Bars represet the frequecy with which respodets report usig these resources: Daily, Weekly, Mothly, Quarterly, or Never. The table below the chart displays the umber ad percetage of respodets who selected each optio Percetage How ofte do you use resources o library premises? How ofte do you access library resources through a library Web page? How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? Daily Weekly Mothly Quarterly Never Frequecy Daily Weekly Mothly Quarterly Never / % How ofte do you use resources o library premises? % % % % % % How ofte do you access library resources through a library Web page? % % % % % % How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? % % % % % % College or Uiversity College or Uiversity Library Staff Library Staff

232 Page 228 of 244 LibQUAL Survey Results - 22 College or Uiversity Libraries Staff Summary for 22.1 Demographic Summary for Staff Respodet Profile for Staff by Age This table shows a breakdow of survey respodets by age; both the umber of respodets () ad the percetage of the total umber of respodets represeted by each age group are displayed. Age Respodets Respodets % Uder % % % % % Over % Total: 2, % Respodet Profile for Staff by Sex The table below shows a breakdow of survey respodets by sex, based o user resposes to the demographic questios ad the demographic data provided by istitutios i the olie Represetativeess sectio*. The umber ad percetage for each sex are give for the geeral populatio ad for survey respodets. *Note: Participatig istitutios were ot required to complete the Represetativeess sectio. Whe populatio data is missig or icomplete, it is because this data was ot provided. Sex Respodets Respodets % Male % Female 1, % Total: 2, % College or Uiversity Staff College or Uiversity Staff

233 LibQUAL Survey Results - Page 229 of Core Questios Summary for Staff This radar chart shows aggregate results for the core survey questios. Each axis represets oe questio. A code to idetify each questio is displayed at the outer poit of each axis. While questios for each dimesio of library service quality are scattered radomly throughout the survey, o this chart they are grouped ito sectios: Affect of Service, Library as Place, ad Iformatio Cotrol. O each axis, respodets' miimum, desired, ad perceived levels of service quality are plotted, ad the resultig "gaps" betwee the three levels (represetig service adequacy ad service superiority) are shaded i blue, yellow, gree, ad red. The two followig tables show mea scores ad stadard deviatios for each questio, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) AS-7 AS-6 AS-5 Affect of Service AS-8 AS-4 AS-9 AS-3 IC-1 AS-2 IC-2 AS IC-3 LP-5 IC-4 LP-4 Iformatio Cotrol IC-5 IC-6 LP-2 LP-3 Library as Place IC-7 IC-8 LP-1 Perceived Less Tha Miimum Perceived Greater Tha Miimum Perceived Less Tha Desired Perceived Greater Tha Desired College or Uiversity Staff College or Uiversity Staff

234 Page 230 of 244 LibQUAL Survey Results - ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users ,120 AS-2 Givig users idividual attetio ,138 AS-3 Employees who are cosistetly courteous ,205 AS-4 Readiess to respod to users' questios ,160 AS-5 Employees who have the kowledge to aswer ,142 user questios AS-6 Employees who deal with users i a carig ,150 fashio AS-7 Employees who uderstad the eeds of their ,129 users AS-8 Willigess to help users ,146 AS-9 Depedability i hadlig users' service problems ,890 Iformatio Cotrol IC-1 Makig electroic resources accessible from my ,147 home or office IC-2 A library Web site eablig me to locate ,209 iformatio o my ow IC-3 The prited library materials I eed for my work ,941 IC-4 The electroic iformatio resources I eed ,149 IC-5 Moder equipmet that lets me easily access ,126 eeded iformatio IC-6 Easy-to-use access tools that allow me to fid ,193 thigs o my ow IC-7 Makig iformatio easily accessible for ,154 idepedet use IC-8 Prit ad/or electroic joural collectios I ,926 require for my work Library as Place LP-1 Library space that ispires study ad learig ,934 LP-2 Quiet space for idividual activities ,863 LP-3 A comfortable ad ivitig locatio ,076 LP-4 A getaway for study, learig, or research ,867 LP-5 Commuity space for group learig ad group ,447 study Overall: ,251 College or Uiversity Staff College or Uiversity Staff

235 LibQUAL Survey Results - Page 231 of 244 ID Questio Text Miimum Desired Perceived Adequacy Superiority Affect of Service AS-1 Employees who istill cofidece i users ,120 AS-2 Givig users idividual attetio ,138 AS-3 Employees who are cosistetly courteous ,205 AS-4 Readiess to respod to users' questios ,160 AS-5 Employees who have the kowledge to aswer ,142 user questios AS-6 Employees who deal with users i a carig ,150 fashio AS-7 Employees who uderstad the eeds of their ,129 users AS-8 Willigess to help users ,146 AS-9 Depedability i hadlig users' service problems ,890 Iformatio Cotrol IC-1 Makig electroic resources accessible from my ,147 home or office IC-2 A library Web site eablig me to locate ,209 iformatio o my ow IC-3 The prited library materials I eed for my work ,941 IC-4 The electroic iformatio resources I eed ,149 IC-5 Moder equipmet that lets me easily access ,126 eeded iformatio IC-6 Easy-to-use access tools that allow me to fid ,193 thigs o my ow IC-7 Makig iformatio easily accessible for ,154 idepedet use IC-8 Prit ad/or electroic joural collectios I ,926 require for my work Library as Place LP-1 Library space that ispires study ad learig ,934 LP-2 Quiet space for idividual activities ,863 LP-3 A comfortable ad ivitig locatio ,076 LP-4 A getaway for study, learig, or research ,867 LP-5 Commuity space for group learig ad group ,447 study Overall: ,251 College or Uiversity Staff College or Uiversity Staff

236 Page 232 of 244 LibQUAL Survey Results Core Questio Dimesios Summary for Staff O the chart below, scores for each dimesio of library service quality have bee plotted graphically. The exterior bars represet the rage of miimum to desired mea scores for each dimesio. The iterior bars represet the rage of miimum to perceived mea scores (the service adequacy gap) for each dimesio of library service quality Affect of Service Iformatio Cotrol Library as Place Overall Dimesio Rage of Miimum to Desired Rage of Miimum to Perceived ("Adequacy Gap") College or Uiversity Staff College or Uiversity Staff

237 LibQUAL Survey Results - Page 233 of 244 The followig table displays mea scores for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service ,250 Iformatio Cotrol ,249 Library as Place ,164 Overall: ,251 The followig table displays stadard deviatio for each dimesio of library service quality measured by the LibQUAL+ survey, where is the umber of respodets for each particular dimesio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) A complete listig of the survey questios ad their dimesios ca be foud i Appedix A. Dimesio Miimum Desired Perceived Adequacy Superiority Affect of Service ,250 Iformatio Cotrol ,249 Library as Place ,164 Overall: ,251 College or Uiversity Staff College or Uiversity Staff

238 Page 234 of 244 LibQUAL Survey Results Local Questios Summary for Staff This table shows mea scores for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Comprehesive collectios of fulltext articles olie Coveiece of borrowig books from other colleges Availability of olie help whe usig my library's electroic resources Iformig me of useful library services Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care Providig help whe ad where I eed it Teachig me how to access, evaluate, ad use iformatio Makig me aware of library services Subject bibliographies Library orietatios / istructio sessios Olie course support (readigs, liks, refereces) Electroic resources matchig my iformatio eeds Cotributio to the itellectual atmosphere of the campus Ready access to computers / Iteret / software Library staff teachig me how to fid iformatio Usig the library for research Library keepig me iformed about all of its services The multimedia (CD / DVD / video / audio) collectios I eed A eviromet coducive to learig through classes, programs, activities, ad meetigs Access to photocopyig ad pritig facilities Provisio of iformatio skills traiig Availability of subject specialist assistace Helpfuless i dealig with users' IT problems Librarias teachig me how to effectively use the electroically available databases, jourals, ad books Providig reliable access to resources whe ad where I eed them College or Uiversity Staff College or Uiversity Staff

239 LibQUAL Survey Results - Page 235 of 244 A library eviromet that is hospitable ad coducive to fidig ad usig iformatio Makig me aware of library resources ad services Teachig me how to locate, evaluate, ad use iformatio Efficiet iterlibrary loa / documet delivery Easy access to archival materials (documets, mauscripts, ad photos), particularly those of LDS origi Coveiet service hours Ability to avigate library Web pages easily A ceter for itellectual stimulatio A place for reflectio ad creativity A secure ad safe place Accuracy i the catalog, borrowig, ad overdue records Browsig library materials i the stacks Ceter for itellectual iteractio Coveiet access to library collectios Coveiet busiess hours Eablig me to fid iformatio myself 24 hours a day Facilitatig self-directed research Librarias providig help that both assists i fidig the iformatio eeded ow, ad improves skills useful i future iformatio searches Performig services right the first time Providig directio to self-avigate the library Providig services as promised Resources added to library collectios o request Space for group / idividual study ad research eeds Space that facilitates quiet study Teachig me to fid library resources myself Timely documet delivery / iterlibrary loa Persoalizatio features i the electroic library Space for studets to study ad work i groups Adequate hours of service Timely delivery of the articles ad documets that I eed Providig me with the iformatio skills I eed for my work or study The library staff reflects ad promotes the Jesuit ideals of social justice ad respect for all persos The library collectio provides iformatio resources reflectig diverse poits of view College or Uiversity Staff College or Uiversity Staff

240 Page 236 of 244 The library program teaches me how to access, evaluate, ad use iformatio The 24 by 7 live chat service provides iformatio assistace whe ad where I eed it The library provides access to archival materials (documets, mauscripts, ad photographs) LibQUAL Survey Results College or Uiversity Staff College or Uiversity Staff

241 LibQUAL Survey Results - Page 237 of 244 This table displays the stadard deviatio for each of the local questios added by the idividual library or cosortium, where is the umber of respodets for each particular questio. (For a more detailed explaatio of the headigs, see the Itroductio to this otebook.) Questio Text Miimum Desired Perceived Adequacy Superiority Comprehesive collectios of fulltext articles olie Coveiece of borrowig books from other colleges Availability of olie help whe usig my library's electroic resources Iformig me of useful library services Employees teachig me how to access or maage iformatio A eviromet that facilitates group study ad problem solvig Access to iformatio resources that support patiet care Providig help whe ad where I eed it Teachig me how to access, evaluate, ad use iformatio Makig me aware of library services Subject bibliographies Library orietatios / istructio sessios Olie course support (readigs, liks, refereces) Electroic resources matchig my iformatio eeds Cotributio to the itellectual atmosphere of the campus Ready access to computers / Iteret / software Library staff teachig me how to fid iformatio Usig the library for research Library keepig me iformed about all of its services The multimedia (CD / DVD / video / audio) collectios I eed A eviromet coducive to learig through classes, programs, activities, ad meetigs Access to photocopyig ad pritig facilities Provisio of iformatio skills traiig Availability of subject specialist assistace Helpfuless i dealig with users' IT problems Librarias teachig me how to effectively use the electroically available databases, jourals, ad books Providig reliable access to resources whe ad where I eed them College or Uiversity Staff College or Uiversity Staff

242 Page 238 of 244 LibQUAL Survey Results - A library eviromet that is hospitable ad coducive to fidig ad usig iformatio Makig me aware of library resources ad services Teachig me how to locate, evaluate, ad use iformatio Efficiet iterlibrary loa / documet delivery Easy access to archival materials (documets, mauscripts, ad photos), particularly those of LDS origi Coveiet service hours Ability to avigate library Web pages easily A ceter for itellectual stimulatio A place for reflectio ad creativity A secure ad safe place Accuracy i the catalog, borrowig, ad overdue records Browsig library materials i the stacks Ceter for itellectual iteractio Coveiet access to library collectios Coveiet busiess hours 1 Eablig me to fid iformatio myself 24 hours a day Facilitatig self-directed research Librarias providig help that both assists i fidig the iformatio eeded ow, ad improves skills useful i future iformatio searches Performig services right the first time Providig directio to self-avigate the library Providig services as promised Resources added to library collectios o request Space for group / idividual study ad research eeds Space that facilitates quiet study Teachig me to fid library resources myself Timely documet delivery / iterlibrary loa Persoalizatio features i the electroic library Space for studets to study ad work i groups Adequate hours of service Timely delivery of the articles ad documets that I eed Providig me with the iformatio skills I eed for my work or study The library staff reflects ad promotes the Jesuit ideals of social justice ad respect for all persos The library collectio provides iformatio resources reflectig diverse poits of view College or Uiversity Staff College or Uiversity Staff

243 LibQUAL Survey Results - Page 239 of 244 The library program teaches me how to access, evaluate, ad use iformatio The 24 by 7 live chat service provides iformatio assistace whe ad where I eed it The library provides access to archival materials (documets, mauscripts, ad photographs) College or Uiversity Staff College or Uiversity Staff

244 Page 240 of 244 LibQUAL Survey Results Geeral Satisfactio Questios Summary for Staff This table displays mea score ad stadard deviatio for each of the geeral satisfactio questios: Satisfactio with Treatmet, Satisfactio with Support, ad Satisfactio with Overall Quality of Service, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the geeral satisfactio questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9. Satisfactio Questio I geeral, I am satisfied with the way i which I am treated at the library ,248 I geeral, I am satisfied with library support for my learig, research, ad/or teachig eeds ,247 How would you rate the overall quality of the service provided by the library? , Iformatio Literacy Outcomes Questios Summary for Staff This table displays the mea score ad stadard deviatio for each of the iformatio literacy outcomes questios, where is the umber of respodets for each particular questio. These scores are calculated from resposes to the iformatio literacy outcomes questios o the LibQUAL+ survey, i which respodets rated their levels of geeral satisfactio o a scale from 1-9 with 1 beig "strogly disagree" ad 9 represetig "strogly agree". Iformatio Literacy Outcomes Questios The library helps me stay abreast of developmets i my field(s) of iterest ,249 The library aids my advacemet i my academic disciplie ,248 The library eables me to be more efficiet i my academic pursuits ,247 The library helps me distiguish betwee trustworthy ad utrustworthy iformatio ,248 The library provides me with the iformatio skills I eed i my work or study ,247 College or Uiversity Staff College or Uiversity Staff

245 LibQUAL Survey Results - Page 241 of Library Use Summary for Staff 100 This chart shows a graphic represetatio of library use (both o the premises ad electroically), as well as use of o-library iformatio gateways such as Yahoo ad Google. Bars represet the frequecy with which respodets report usig these resources: Daily, Weekly, Mothly, Quarterly, or Never. The table below the chart displays the umber ad percetage of respodets who selected each optio Percetage How ofte do you use resources o library premises? How ofte do you access library resources through a library Web page? How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? Daily Weekly Mothly Quarterly Never Frequecy Daily Weekly Mothly Quarterly Never / % How ofte do you use resources o library premises? % % % % % 2, % How ofte do you access library resources through a library Web page? % % % % % 2, % How ofte do you use Yahoo(TM), Google(TM), or o-library gateways for iformatio? 1, % % % % % 2, % College or Uiversity College or Uiversity Staff Staff

246 Page 242 of 244 LibQUAL Survey Results - 23 Appedix A: LibQUAL+ Dimesios LibQUAL+ measures dimesios of perceived library quality - that is, each survey questio is part of a broader category (a dimesio), ad scores withi those categories are aalyzed i order to derive more geeral iformatio about library users' perceptios of service. These dimesios were first based o the origial SERVQUAL survey istrumet (the framework for the LibQUAL+ survey tool; for more iformatio o the origis of LibQUAL+, go to < The LibQUAL+ survey dimesios have evolved with each iteratio, becomig more refied ad focused for applicatio to the library cotext. Dimesios for each iteratio of the LibQUAL+ survey are outlied below. LibQUAL Dimesios The 2000 iteratio of the LibQUAL+ survey, which had 41 questios, measured eight separate dimesios: Assurace (the kowledge ad courtesy of employees, ad their ability to covey trust ad cofidece) Empathy (carig, idividual attetio) Library as Place (library as a sactuary/have or site for learig ad cotemplatio) Reliability (ability to perform the promised service depedably ad accurately) Resposiveess (willigess to help customers ad provide prompt service) Tagibles (appearace of physical facilities, equipmet, persoel ad commuicatios materials) Istructios/Custom Items Self-Reliace LibQUAL Dimesios After careful aalysis of the results from the 2000 survey, the dimesios were further refied to re-groud the SERVQUAL items i the library cotext. Four sub-dimesios resulted for the 2001 iteratio: Service Affect (ie items, such as willigess to help users ) Library as Place (five items, such as a have for quiet ad solitude ) Persoal Cotrol (six items, such as website eablig me to locate iformatio o my ow ), ad Iformatio Access (five items, such as comprehesive prit collectios ad coveiet busiess hours ) LibQUAL ad 2003 Dimesios For the 2002 iteratio of the LibQUAL+ survey, the dimesios were oce agai refied based o aalysis of the previous year's results. While the four dimesios were retaied, their titles were chaged slightly to more clearly represet the questios ad data. The same four dimesios were also used o the 2003 survey: Access to Iformatio Affect of Service Library as Place Persoal Cotrol All All All All

247 LibQUAL Survey Results - Page 243 of 244 LibQUAL Dimesios After the 2003 survey was completed, factor ad reliability aalyses o the resultig data revealed that two of the dimesios measured by the survey - Access to Iformatio ad Persoal Cotrol - had collapsed ito oe. The followig three dimesios have bee measured sice the: Library as Place, Affect of Service, ad Iformatio Cotrol. I additio, three core questios were elimiated from the 2003 versio of the survey, leavig 22 core items o the fial survey istrumet. The list below displays the dimesios used to preset the results i the 2006 otebooks, alog with the questios that relate to each dimesio. (Note: The questios below are those used i the College ad Uiversity implemetatio of the survey, versio.) Affect of Service [AS-1] Employees who istill cofidece i users [AS-2] Givig users idividual attetio [AS-3] Employees who are cosistetly courteous [AS-4] Readiess to respod to users questios [AS-5] Employees who have the kowledge to aswer user questios [AS-6] Employees who deal with users i a carig fashio [AS-7] Employees who uderstad the eeds of their users [AS-8] Willigess to help users [AS-9] Depedability i hadlig users service problems Iformatio Cotrol [IC-1] Makig electroic resources accessible from my home or office [IC-2] A library Web site eablig me to locate iformatio o my ow [IC-3] The prited library materials I eed for my work [IC-4] The electroic iformatio resources I eed [IC-5] Moder equipmet that lets me easily access eeded iformatio [IC-6] Easy-to-use access tools that allow me to fid thigs o my ow [IC-7] Makig iformatio easily accessible for idepedet use [IC-8] Prit ad/or electroic joural collectios I require for my work Library as Place [LP-1] Library space that ispires study ad learig [LP-2] Quiet space for idividual activities [LP-3] A comfortable ad ivitig locatio [LP-4] A getaway for study, learig or research [LP-5] Commuity space for group learig ad group study All All All All

248 All All All All

249 All All All All

250 Associatio of Research Libraries 21 Dupot Circle NW Suite 800 Washigto, DC Phoe Fax Copyright 2006 Associatio of Research Libraries ISBN (paperback) ISBN (PDF) All All All All