LibQUAL+ Survey FAQ

During the Spring 2006 semester, DiMenna-Nyselius Library participated in an international survey called LibQUAL+^TM, which focuses on library service quality. Students, faculty, and staff were contacted by e-mail and asked to respond to the online survey about library services at Fairfield University.  We received some very valuable feedback from this survey process. Check out our Library LibQUAL+ blog for comments and responses.

Below are frequently asked questions about the LibQUAL+^TM survey. For more information, contact Joan Overfield, Director of Library Services at (203) 254-4000 ext. 2182 or by e-mail at jtoverfield@mail.fairfield.edu. You may also consult the Association of Research Libraries LibQUAL+^TM information page.  

1.  What is the LibQUAL+^TM survey?

2.  What does the survey measure?

3.  How will the survey benefit library users at Fairfield University?

4.  Why is the survey important?

5.  Who will be surveyed, and when?

6.  Will there be special incentives for participating?

7.  What survey instrument is being used?

8.  How long does it take to complete the survey?

9.  Is there a paper version of the survey?

10. Why is the survey so redundant?

11. Why are reminders sent to respondents who have already completed the survey?

12. What discipline or category should I choose for my major or area of work?

1.    What is the LibQUAL+^TM survey?

LibQUAL+^TM is a standardized survey that was developed as a project of the Association of Research Libraries (ARL) in collaboration with the Texas A&M University Libraries. The project’s goal is to define and measure library service quality across institutions and to create useful quality-assessment tools for libraries. A total of 248 institutions representing academic and research libraries of all sizes in North America, are participating in the 2006 LibQUAL+^TM survey project. Of the 248 institutions, 23 belong to the Association of Jesuit Colleges and Universities (AJCU).

2.    What does the survey measure?

Service quality has always been important to libraries. LibQUAL+^TM is intended to provide a measure of the value of library service quality across multiple academic and research libraries. The survey measures library users' perceptions of their libraries' service quality and identifies gaps between minimal, desired and perceived levels of service.

3.    How will the survey benefit library users at Fairfield University?

This project will allow libraries to compare their service quality with other peer institutions, to develop benchmarks, and to reveal best practices across institutions. By participating in LibQUAL+^TM and initiating action based on the results of this survey, DiMenna-Nyselius Library can be more responsive to users' needs and provide services that are better aligned to reflect users' expectations. In particular, it will allow this library to compare our service quality with AJCU peer institutions.

The Library has developed a blog to address issues that arise from the survey.

4.    Why is the survey important?

There is increasing pressure for libraries to move towards more outcome-based assessment efforts, instead of relying solely on input or resource measurements. This pressure comes from funding authorities as well as users themselves. Outcome measures show how well an organization serves its users, and assist in finding new measures of library efficiency and effectiveness.

5.    Who will be surveyed, and when?

All students and faculty are invited to participate in the survey. On Monday, March 20, 2006, these individuals will receive an e-mail message from Joan Overfield, Director of Library Services, containing an imbedded URL for the LibQUAL+^TM  survey. The survey will be available at that site from March 20 through April 7. Automatic reminder notices will be sent on Monday, March 27, 2006, on Monday, April 3, 2006, and on Thursday, April 6, 2006.

The data for all 245 participating institutions will be collected on secure servers located in the Texas A&M Library. Each response will be disaggregated as it reaches the server, and survey results will ultimately be reported back to the participating institutions as aggregate mean score data. Individual responses of participants will be wholly confidential.

6.    Will there be special incentives for participating?

Although there will be no compensation for completing the survey, incentives will be offered to improve response rates. At the end of the web-based survey, respondents may elect to include their e-mail address, which will enter them in a drawing for gift certificates for the Circle Diner, a 2006-2007 vehicle registration certificate, and a $100 cash award.

7.    What survey instrument is being used?

The LibQUAL+^TM survey is patterned after the SERVQUAL instrument developed by Leonard L. Berry (Distinguished Professor, Texas A&M University), A. Parasuraman, and Valarie A. Zeithaml, which is used extensively in private industry. 

8.    How long does it take to complete the survey?

The average time it takes to complete the survey is ten minutes. Respondents are asked to respond to each question on three separate scales, representing minimum, desired, and perceived levels of service. The questionnaire is straightforward and involves no deception or coercion. Potential respondents may elect not to proceed with the survey after reading the guarantees of confidentiality and privacy.

9.    Is there a paper version of the survey?

Respondents not able to complete an online questionnaire may obtain a paper copy of the survey by contacting Joan Overfield, Director of Library Services, at 254-4000 ext. 2182 or at jtoverfield@mail.fairfield.edu.

10.  Why is the survey so redundant?

The survey tests a variety of dimensions of library service, each represented by multiple (and seemingly redundant) questions. The use of multiple/redundant questions allows us to analyze the validity of each dimension through statistical means.

11.  Why are reminders sent to respondents who have already completed the survey?

In general, reminders are sent because research indicates that the single highest predictor of response rates in web-based surveys is the number of contacts made, including reminders. (See: Cook, Heath, and Thompson, "A meta-analysis of response rates in web- or internet-based surveys", Educational and Psychological Measurement, v. 60, 2000, p.821-836.)

The fact that reminders are sent to all respondents, including those who have already completed the survey, is a result of the project's built-in mechanisms for security and confidentiality. Once a return is submitted to the project server, its contents are disaggregated and disassociated from the respondent's e-mail address. This provides maximum security, but doesn't allow for any differentiation between respondents and non-respondents. Thus, everyone gets a reminder.

12.  What discipline or category should I choose for my major or area of work?

Because this is a multi-institution survey, discipline categories have been standardized for ease of comparison. This will assist with future benchmarking activities. Please use the following guide to choose the proper "Discipline."