Cheng Library Launches Fourth LibQUAL User Survey

LibQUAL survey results provide valuable data and opinions from library users.

For the fourth time in the past decade, Cheng Library launched the LibQUAL survey to gather user feedback and to assess its performance in several areas.  The LibQUAL survey measures user-satisfaction based on three dimensions: “Affect of Services,” “Information Control” and “Library as Place.”  The data and the comments provide valuable feedback, and the responses help to guide the Cheng Library’s decision-making processes. 

The survey results are also used to identify areas of service that require improvement, to discover trends in user needs and priorities, and to recognize areas of excellence in the library.  While the summary scores for the Cheng Library have remained fairly constant over the last decade, the most significant longitudinal trend has been the positive improvement in scores on the part of faculty. 

Similar to the previous LibQUAL survey results, Cheng Library scored high on the nine areas within the “Affect of Service” dimension.  The three aspects of “a readiness to respond to users’ questions,” “a willingness to help users” and “giving users individual attention” exceeded user expectations for this area. Overall scores for this dimension suggest that service remains an area of excellence at the Cheng Library.

Scores for the eight areas within “Information Control” improved from the previous surveys.  Students consider access to the electronic resources of paramount importance.  Faculty’s increased satisfaction with the “Information Control” variables is underscored by the fact that the mean summary score for this dimension was the highest of the four surveys conducted.

The aspect “Library as Place” is evaluated using five dimensions, and the Cheng Library improved in this area by narrowing the gap in meeting user expectations regarding building issues. The scores for the dimension of “place for study, learning or research” exceeded the desired mean for graduate students while the dimension “community space for group learning and group study” exceeded the desired mean for faculty.

One major response to the 2011 survey was the installation of doors on the second floor to combat the noise drifting from the main floor.  However, noise remains an area of concern among library users. 

The dimension of “quiet space for individual activities” was ranked below users’ minimum level of acceptance. We will continue to look for creative solutions to balance the need and desire for quiet space and the increasing demand for group study spaces.

The aspect of “print and/or electronic journal collections I require for my work” was also not rated highly by graduate students and faculty, although scores were not below acceptable levels.  This feedback is useful in developing ways to address these areas of concern, and the Library would not have been aware of this issue without the survey.

Five local questions were also included.  Summary scores for “helpful online guides and tutorials” and “efficient interlibrary loan/document delivery” exceeded expectations.

One new question added to this survey for the first time was “ease of use of library provided electronic books.”  This question received low scores, and clearly, this topic will be examined as an area of concern in future discussions especially as ebooks provide wide-ranging accessibility.

In addition to the quantitative data, the LibQUAL survey allows for free-text comments.  A total of 241 of the respondents left observations or notes, and the majority of these comments were positive in nature, primarily about library staff and services.

LibQUAL is a widely recognized and rigorously tested Web-based survey that has been used at libraries worldwide.  The questions of LibQUAL are designed to help libraries better understand their users’ perceptions of service quality, collection strengths and resource accessibility. 

It is recommended that the survey be repeated at three-year intervals to reassess responses and to provide longitudinal data. The Library previously launched the survey in 2005, 2008 and 2011. 

Among the positive comments were the following:

¨ “The WP library is a wonderful resource where I can find what I want for work and personal interests.”

¨ “Naxos streaming music is great!”

¨ “I enjoy the library as a space of concentration for working and even spending time with friends.”

¨ “Love club cheng.”

¨ “The library is basically a second home to me.”

¨ “I’ve had great experiences using the online services.”

¨ “I love the environment of our library.”

¨ “The staff is always helpful.”

¨ “It is the best place to study!”

¨ “Our library at WPU is small but mighty.”

November 08, 2015