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Permalink Reply by JOLLY VARGHESE U on November 15, 2018 at 21:11

Thank you sir.  I found the Pakistan study very useful.  But my original requirement was to get the libqual+TM questionnaire.

Regards

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Permalink Reply by Chothmal Verma on November 15, 2018 at 22:50

About LibQUAL+® itself ...

1. What is the LibQUAL+® survey?
2. What does the survey measure?
3. How has the survey been promoted?
4. How will this survey benefit the University of Lethbridge?
5. How and when is the survey being conducted?
6. Are the responses confidential?
7. Has this survey been approved by the University's Human Subject Res...
8. What survey instrument is being used?
9. What other libraries are participating in LibQUAL+®?
10. Do all libraries use the same questions?
11. How can I get more information about LibQUAL+®?

1. What is the LibQUAL+® survey?

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

LibQUAL+® is a suite of services that libraries use to solicit, track, understand, and act upon users' opinions of service quality. These services are offered to the library community by the Association of Research Libraries (ARL). The program's centerpiece is a rigorously tested Web-based survey bundled with training that helps libraries assess and improve library services, change organizational culture, and market the survey. More than 1200 institutions have participated in LibQUAL+®, including colleges and universities, community colleges, health sciences libraries, law libraries, and public libraries-- some through various consortia, others as independent participants. LibQUAL+® has also expanded internationally, with participating institutions in the USA, Canada, the UK and Europe. The growing community of participants and its extensive dataset are rich resources for improving library services.

2.What does the survey measure?

The survey instrument addresses three service quality dimensions that have been found to be valid in previous assessments of library services: Affect of Service, Library as Place, and Information Control. Each question has three parts that ask respondents to indicate:

• the minimum level of service they will accept
• desired level of service they expect
• perceived level of service currently offered. 
  
  

This design will permit analysis of gaps between expectations, perception and the minimum acceptable level of service.

3.How has the survey been promoted?

The Library has been active in promoting our LibQUAL+® survey on library service quality. Besides publishing an article in the Legend, we made presentations to various University groups, displayed posters throughout the Library advertising this event, published screensavers on all the Library's public workstations, published screensavers across the University's email stations, and submitted TLFs to The Melorist. If you have other ideas for promoting this survey, please contact the Library Assessment Team.

4. How will this survey benefit the University of Lethbridge?

As a participant in LibQUAL+® 2014, the University of Lethbridge Library will implement the measurement tool, analyse results, indentify both service strengths and areas needing improvement, and utilize this information in future planning for library services to ensure that our services are closely aligned with user expectations. LibQUAL+® results will enable comparison of service quality with peer institutions, development of performance indicators, and understanding of best practices across institutions. In addition to the broad aggregated results for the University as a whole, the Library will be reviewing the results by disciplinary area for the information and use of the different subject liaison librarians, the objective being to understand more clearly the differing needs of the University by discipline.

5. How and when is the survey being conducted?

Using the Student Information System and the Human Resources Information System, we have selected a random sample of undergraduate email addresses as well as gathered all the email addresses for faculty, graduate students, and library staff. On Monday, March 3, 2014 these individuals will receive an invitation from Chris Nicol, University Librarian, explaining why this is a university initiative and inviting them to complete the survey. Reminders will be sent periodically throughout the survey period to encourage maximum participation.

The data for participating libraries will be collected on secure servers located at the Texas A&M University Library. Each response will be stored separately as it reaches the server. Survey results will ultimately be reported back to the participating institutions as aggregated mean score data.

6. Are the responses confidential?

Yes. The LibQUAL+® approach to confidentiality is guided by the ethical standards of the American Psychological Association (see: http://www.apa.org/ethics/code2002.html). Although some information is captured from respondents, such as network and email address, privacy is protected in two ways. First, only very indirect information is captured which would be difficult to trace back to an individual. Second, everything possible is done to separate personal information from survey responses. Email addresses submitted are saved separately from the survey responses; there is no way to link an individual's response to their email address--assuring confidentiality when entering the incentive draw. After the draw, the email and network addresses are discarded.

The survey 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.

7. Has this survey been approved by the University's Research Services Human Subject Research Committee?

Our participation in LibQUAL+® was reviewed with Research Services and evaluated according to The Tri-Council Policy Statement: Ethical Conduct for Research Involving Humans. Questions regarding your rights as a participant in this research may be addressed to the Office of Research Services, University of Lethbridge (phone: 403-329-2747 or email: research.services@ uleth.ca).

8. What survey instrument is being used?

The LibQUAL+® survey evolved from a conceptual model based on the ServQUAL instrument, a popular tool for assessing service quality in the private sector and one grounded in the "Gap Theory of Service Quality". It was developed by Leonard L. Berry (Distinguished Professor, Texas A&M University), A. Parasuraman, and Valarie A. Zeithaml. The Texas A&M University Libraries and other libraries used the modified ServQUAL instrument for several years. Those applications revealed the need for a newly adapted tool that would serve the particular requirements of libraries. From 1999, ARL, representing the largest research libraries in North America, partnered with Texas A&M University Libraries to develop, test and refine LibQUAL+®. This effort was supported in part by a three-year grant from the U.S. Department of Education's Fund for the Improvement of Post-Secondary Education (FIPSE).

9. What other libraries are participating in LibQUAL+®?

A full list of other libraries that have participated in the LibQUAL+® survey is available at http://http://www.libqual.org/about/about_survey/participants

10. Do all libraries use the same questions?

All libraries participating in the 2014 LibQUAL+® survey on library service quality will use the same 22 core questions and demographic questions. In addition, each library may select 5 questions from a list of optional questions. The University of Lethbridge has selected optional questions covering promotion (1), information literacy (3), and ease navigating the Library's website (1).

11. How can I get more information about LibQUAL+®?

For more detailed information, check out the Association of Research Libraries' LibQUAL+® Project Website or contact the Library Assessment Team.

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Permalink Reply by Chothmal Verma on November 15, 2018 at 22:52

Completing the Survey

1. How long will the survey take?
2. Can I skip questions that don't apply to me?
3. Will there be any special incentives for participating?
4. What Web browsers are supported for the survey
5. Is there a version of the survey compatible with text-to-speech web...
6. Why isn't the survey at a local Web address?
7. If I deleted the email can I still take the survey?
8. What if I cannot open the URL from my email?
9. Why does the survey seem to repeat the same question(s)?
10. Why are reminders sent to respondents who have already completed th...  
11. What discipline category should I choose for my area or major?

LibQUAL+ Survey Overview

1. What is the LibQUAL+ survey?
2. What does the survey measure?
3. How will this survey benefit the Mount community?
4. How and when is the survey being conducted?
5. Are responses confidential?
6. What survey instrument is being used?
7. Do all libraries use the same questions?
8. What other libraries are participating in LibQUAL?
9. How can I get more information about LibQUAL+?
10. What software was used to develop LibQUAL+?

Results

1. What will be done with the survey results?
2. What information is shared with other institutions?
3. What do the survey results look like?
4. Where and when will results be posted?

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Completing the Survey

1. How long will the survey take?

The survey typically takes from 10 to 15 minutes to complete.

2. Can I skip questions that don't apply to me?

Do not skip any questions in the LibQUAL+ survey! If you do not wish to answer a question or feel a question does not apply to you, select NA (not applicable). Surveys whose core questions are not completely filled out are not counted in the aggregate scores.

3. Will there be any special incentives for participating?

There will be no compensation per se for completing the survey, though an incentive prize will be offered as thanks to participants. At the end of the web-based survey, respondents may elect to include an email address, which will enter them in a drawing for a $300 Future shop gift certificate. The winner will be announced in mid-April on the Mount Library home page http://www.msvu.ca/library.

4. What Web browsers are supported for the survey

The LibQUAL+ survey has been developed to work in many settings, including public libraries, universities and community colleges. It does not rely on erratically supported browser features such as Java or cookies. Any browser should work so long as it is not too old.

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5. Is the survey compatible with text-to-speech web browsers?

Yes, the survey is compatible with the JAWS screen reader software.

6. Why isn't the survey at a local Web address?

The survey is administered through the Association of Research Libraries and Texas A & M University, and the survey and data are housed on secure Texas A & M servers.

7. If I deleted the email can I still take the survey?

Yes. You can get another copy of the web link. Contact librarysurvey@msvu.ca

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8. What if I cannot open the URL from my email?

If you have trouble opening the URL from within your email message, you can copy the URL and paste it into your Web browser. If you still cannot access the survey, you can contact librarysurvey@msvu.ca

9. Why does the survey seem to repeat the same question(s)?

The survey examines a variety of dimensions of library services, each represented by a number of questions. Repetition or redundancy in questions allows the survey designers to analyze the validity of each service quality dimension through statistical methods.

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

Due to security and confidentiality features, everyone surveyed will receive reminders, even those who have already responded. When submitted, survey responses and identifying information are immediately separated, so we have no way of knowing who has already responded. Reminders, therefore, are distributed to everyone in the survey group.

Reminders are also 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.)

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11. What discipline category should I choose for my major or area of research?

Because this is a multi-institution survey, discipline categories have been standardized for ease of comparison. This will assist with future benchmarking activities. If you are in an interdisciplinary field or in doubt as to what discipline you should select from the drop-down list on the survey, select "Interdisciplinary"or "Other". Staff not engaged in discipline-based research may choose "Other".

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LibQUAL+ Survey Overview

1. What is the LibQUAL+ survey?

Service quality has always been the focus of libraries; LibQUAL+ is intended to provide a measure of the value of library service quality across multiple academic and research libraries. The current LibQUAL+ instrument measures library users’ perceptions of their libraries’ service quality and identifies gaps between minimal, desired and perceived levels of service.

LibQUAL+ is a suite of services that libraries use to solicit, track, understand, and act upon users’ opinions of service quality. These services are offered to the library community by the Association of Research Libraries (ARL). The program’s centerpiece is a rigorously tested Web-based survey bundled with training that helps libraries assess and improve library services, change organizational culture, and market the library. As of spring 2006, more than 400 institutions have participated in LibQUAL+, including colleges and universities, community colleges, health sciences libraries, law libraries, and public libraries—some through various consortia, others as independent participants. LibQUAL+ has also expanded internationally, with participating institutions in Canada, the UK, and Europe. The growing community of participants and its extensive dataset are rich resources for improving library services.

2. What does the survey measure?

The instrument addresses three service quality dimensions that have been found to be valid in previous assessments of library services: Affect of Service, Library as Place, Information Control. Each question has three parts that ask respondents to indicate (1) the minimum service level they will accept, (2) the desired service level they expect, and (3) the perceived level of service currently provided. This design will permit analysis of gaps between expectations, perception, and minimum acceptance level of service.

3. How will this survey benefit the Mount community?

As individual libraries receive information about areas needing improvement, this project will allow libraries to compare their service quality with other peer institutions, to develop benchmarks, and to surface best practices across institutions. By using the LibQUAL+ instrument and initiating action based on the results of this survey, the Mount Library can be more responsive to users’ needs and provide services that are better aligned to users’ expectations.

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4. How and when is the Mount Library survey being conducted?

A random sample of email addresses has been drawn from the Library’s patron database, representing undergraduate students, graduate students, staff and faculty members. In February 2010 these individuals will receive a pre-survey email message from Donna Bourne-Tyson, University Librarian, advising them that they will soon receive a web-based "Library Service Quality Survey", and encouraging them to complete it. Five days later, these individuals will receive another email from the University Librarian, with an embedded URL for the actual survey. Automatic reminder notices from the will be sent.

The data for all participating institutions will be collected on secure servers located in the Texas A&M University Library. Each response will be stored separately as it reaches the server, and survey results will ultimately be reported back to the participating institutions as aggregate mean score data.

The Mount Library will receive initial results in May, and will share final results with the campus community by the fall.

5. Are responses confidential?

Yes. The LibQUAL+ approach to confidentiality is guided by the ethical standards of the American Psychological Association (see http://www.apa.org/ethics/code.html, section 5). Although some information is captured from respondents, such as network and email address, privacy is protected in two ways. First, only very indirect information is captured which would be difficult to trace back to an individual. Second, everything possible is done to separate personal information from survey responses. Email addresses are not saved with the responses, and once they are saved there is no way to link an individual's responses to their email address -- assuring confidentiality when entering the incentive drawings. After the draw, the email addresses are discarded.

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6. What survey instrument is being used?

The LibQUAL+ survey evolved from a conceptual model based on the SERVQUAL instrument, a popular tool for assessing service quality in the private sector grounded in the "Gap Theory of Service Quality". It was developed by Leonard L. Berry (Distinguished Professor, Texas A&M University), A. Parasuraman, and Valarie A. Zeithaml. The Texas A&M University Libraries and other libraries used modified SERVQUAL instruments for several years; those applications revealed the need for a newly adapted tool that would serve the particular requirements of libraries. From 1999, ARL, representing the largest research libraries in North America, partnered with Texas A&M University Libraries to develop, test, and refine LibQUAL+. This effort was supported in part by a three-year grant from the U.S. Department of Education’s Fund for the Improvement of Post-Secondary Education (FIPSE).

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.

7. Do all libraries use the same questions?

All libraries participating in the LibQUAL+ survey will use the same 22 core questions and demographic questions. In addition, each Library may select 5 questions from a list of 122 optional questions.

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8. What other libraries are participating in LibQUAL?

Canadian participants in 2010:
For a complete list, please visit: http://library.queensu.ca/webir/canlibqual/canlibs.htm

9. How can I get more information about LibQUAL+?

For more information, see the LibQUAL+(TM) homepage at http://www.libqual.org"/. To e-mail the national headquarters for LibQUAL+, contact the Association for Research Libraries at LibQUAL@arl.org.

10.What software was used to develop LibQUAL+?

ColdFusion and SQL Server 2005 are the technologies behind the survey. For more information on these technologies, see: ColdFusion: http://www.adobe.com/products/coldfusion/ and SQL Server 2005: http://www.microsoft.com/sql/default.mspx.

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Results

1. What will be done with the survey results?

Survey data are transmitted directly from the LibQUAL+ server to a database. The data are then analyzed and reports are generated for individual libraries that provide information on how users perceive the quality of their service. Participating institutions will have access to summary results for each institution, allowing for comparisons among peer institutions and all participating academic institutions. This will aid in developing benchmarks and understanding best practices across institutions, and will help the Mount Library to align services with user expectations.

2. What information is shared with other institutions?

Summary statistics only are shared with other institutions. The survey summary results will be made available to participants via the World Wide Web on a password-protected Web site. Users' comments (from the comments section) will be made available to the users' institution.

3. What do the survey results look like?

Survey results will include aggregate summaries, demographics by library, item summaries, dimension summaries, and dimensions measured for survey implementation.

4. Where and when will results be posted?

Results will be compiled in a report that will be posted at this Web site and posted in Insight.

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Permalink Reply by Chothmal Verma on November 15, 2018 at 23:02

Dear mam,Please find attached file

Attachments:

• 1-LibQUAL Survey Sample Form.pdf, 112 KB
• 2-LibQUAL_Questions.pdf, 99 KB
• 3-libqual-uob-2017.pdf, 503 KB

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Permalink Reply by Chothmal Verma on November 15, 2018 at 23:03

Dear mam,Please find attached file

Attachments:

• 4-kyrillidou.pdf, 1.2 MB

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