“ 22 Items and a Box ”
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Transcript of “ 22 Items and a Box ”
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TM
Project web site: http://old.libqual.org
Presented by:Colleen Cook
DenverJanuary, 2009
““22 Items and22 Items and a Boxa Box””
Qualitative GroundingQualitative Grounding::
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Premise for Premise for Mixed-MethodsMixed-Methods
“The underlying premise of mixed-method inquiry is that each paradigm offers a meaningful and legitimate way of knowing and understanding” (p. 7).
Note. Greene, J.C. and Caracelli, V. J. (Eds.). (1997). Advances in mixed-method valuation. San Francisco, CA: Jossey-Bass.
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13 LibrariesEnglish LibQUAL+™ Version
4000 Respondents
QUAL
QUAN
QUAL
QUAL
QUAN
QUAL
PURPOSE DATA ANALYSIS PRODUCT/RESULTDescribe library environment;build theory of library service quality from user perspective
Test LibQUAL+™ instrument
Refine theoryof service quality
Refine LibQUAL+™ instrument
Test LibQUAL+™ instrument
Refine theory
Unstructured interviewsat 8 ARL institutions
Web-delivered survey
Unstructured interviews at Health Sciences and the Smithsonian libraries
E-mail to surveyadministrators
Web-delivered survey
Focus groups
Content analysis:(cards & Atlas TI)
Reliability/validityanalyses: CronbachsAlpha, factor analysis,SEM, descriptive statistics
Content analysis
Content analysis
Reliability/validity analyses including Cronbachs Alpha,factor analysis, SEM, descriptive statistics
Content analysis
VignetteRe-tooling
Iterative
Emergent2000
2004315 Libraries English, Dutch, Swedish,
German LibQUAL+™ Versions160,000 anticipated respondents
LibQUAL+LibQUAL+™ Project™ Project
Case studies1
Valid LibQUAL+™ protocolScalable processEnhanced understanding of user-centered views of service quality in the library environment2
Cultural perspective3
Refined survey delivery process and theory of service quality4
Refined LibQUAL+™ instrument5
Local contextual understanding of LibQUAL+™ survey responses6
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LibQUAL+LibQUAL+ Process Process
SERVQUAL dimensions served as a priori theoretical starting point
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Gap Theory of Assessment: Perceptions, Gap Theory of Assessment: Perceptions, Service Quality and SatisfactionService Quality and Satisfaction
PERCEPTIONS SERVICE
“….only customers judge quality;all other judgments are essentiallyirrelevant”
Note. Zeithaml, Parasuraman, Berry. (1999). Delivering quality service. NY: The Free Press.
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York University University of Arizona Arizona State University of Connecticut University of Houston University of Kansas
University of Minnesota University of Pennsylvania University of Washington Smithsonian Northwestern Medical
76 Interviews Conducted76 Interviews Conducted
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LoadedPT:P1:01xxxxxxxxxxxxxx.txt,S:\Admin\Colleen\ServQual Interviews\TEXT Only\01xxxxxxxxx.txt (redirected: c:\zz\atlasti\fred
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Dimensions ofDimensions ofLibrary Service QualityLibrary Service Quality
Empathy
Ubiquity and Ease of Access
Comprehensive Collections
Reliability
Responsiveness
Symbol
Utilitarian space
Assurance
Formats
Timely access to resources
Physical location
Self-reliance Library as Place
LibraryServiceQuality
Model 1
?
Refuge
Affect of Service
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“You put a search on a book and it’s just gone; it’s not reacquired. … There’s more of a problem of lost books, of books that are gone and nobody knows why and nobody’s doing anything about it.”
Faculty member
ReliabilityReliability
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“I want to be treated with respect. I want you to be courteous, to look like you know what you are doing and enjoy what you are doing. … Don’t get into personal conversations when I am at the desk.”
Faculty member
Affect of ServiceAffect of Service
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“Over time my own library use has become increasingly electronic. So that the amount of time I actually spend in the library is getting smaller and the amount of time I spend at my desk on the web … is increasing.”
Faculty member
Ubiquity of AccessUbiquity of Access
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“I think one of the things I love about academic life in the United States is that as a culture…, we tend to appreciate the extraordinary importance of libraries in the life of the mind.”
Faculty member
Comprehensive CollectionsComprehensive Collections
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“One of the cherished rituals is going up the steps and through the gorgeous doors of the library and heading up to the fifth floor to my study. … I have my books and I have six million volumes downstairs that are readily available to me in an open stack library.”
Faculty member
Library as PlaceLibrary as Place
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“I guess you’d call them satisfiers. As long as they are not negatives, they won’t be much of a factor. If they are negatives, they are a big factor.”
Faculty member
Library as PlaceLibrary as Place
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“The poorer your situation, the more you need the public spaces to work in. When I was an undergraduate, I spent most of my time in the library, just using it as a study space.”
Faculty member
Library as PlaceLibrary as Place
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“…first of all, I would turn to the best search engines that are out there. That’s not a person so much as an entity. In this sense, librarians are search engines [ just ] with a different interface.”
Faculty member
Self-relianceSelf-reliance
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“By habit, I usually try to be self-sufficient. And I’ve found that I am actually fairly proficient. I usually find what I’m looking for eventually. So I personally tend to ask a librarian only as a last resort.”
Graduate student
Self-relianceSelf-reliance
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Dimensions ofDimensions ofLibrary Service QualityLibrary Service Quality
Affect of Service
Empathy
Access to Information
Personal Control
Responsiveness
Symbol
Utilitarian space
Assurance
Scope
Timeliness
Convenience
Library as Place
Refuge
Modern Equipment
Convenience
Ease of Navigation
Reliability
LibraryServiceQuality
Model 2
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Dimensions of LibraryDimensions of LibraryService QualityService Quality
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LibQUAL+LibQUAL+ Related RelatedDocumentsDocuments
LibQUAL+LibQUAL+ Web Site http://www.libqual.org
LibQUAL+LibQUAL+ Bibliography http://www.libqual.org/publications/index.cfm
Survey Participants Procedures Manual http://www.libqual.org/information/manual/index.cfm