Reliability and Validity of 2004 LibQUAL+™ Scores for Different Language Translations
Martha KyrillidouColleen Cook
Bruce Thompson
ALA Annual ConferenceChicago, IL
June 26, 2005old.libqual.org
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Goals of LibQUAL+™
• Foster a culture of excellence in providing library service
• Help libraries better understand user perceptions of library service quality
• Collect and interpret library user feedback systematically over time
• Provide libraries with comparable assessment information from peer institutions
• Identify best practices in library service• Enhance library staff members' analytical skills
for interpreting and acting on data
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LibQUAL+™ 2003 Summary United Kingdom
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LibQUAL+™ 2004 by the Numbers
Libraries SurveysTotal 202 112,551American English 169 86,195
College or University 121 74,660Academic Law 23 4,244Academic Health Sciences 12 4,077Hospital 7 1,113Community College 3 771Family History 1 784Smithsonian Institution 1 459Public 1 87
British English 22 22,039College or University 18 20,517European Business 4 1,522
French Canadian 1 458Continental French 1 335Dutch/Dutch English 2 398Swedish/Swedish English 7 3,126ARL 57 33,035
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LibQUAL+™ International Participation
• Countries: Canada, the U.K., France, the Netherlands, Sweden, Australia
• Languages: American English, British English, Swedish, Dutch, French, French Canadian
• Consortia: SCONUL (Society of College, National, & University Libraries – U.K.), EBSLG (European Business Schools Librarians’ Group)
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World LibQUAL+™ Survey
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Participants by language
Years
Language 2000 2001 2002 2003 2004
American English 13 42 164 285 170
British English 20 21
Continental French 1
Dutch 1
Dutch English 1 1
French Canadian 2 1
Swedish 5
Swedish English 2
TOTAL 13 42 164 308 202
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LibQUAL+™ Languages
American English
Dutch EnglishSwedish EnglishFrench Canadian
DutchSwedish
American English
British English
French Canadian
Dutch
Swedish
Languages
Continental French
British English
Continental French
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Standard Translation
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LibQUAL+™ Web Interface: Mapping Survey Items
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Cronbach's for 2004 Scale Scores n AffServ LibPlace Info_Con
American Eng 30,706 .9426 .8816 .9056
British Eng 10,086 .9256 .8398 .8756
Canadian Fr 266 .9294 .8633 .8506
Continent Fr 229 .9145 .8055 .8501
Dutch 126 .9041 .8528 .8788
Swedish 1,262 .9499 .8347 .9073
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LibQUAL+TM Total Scores 2004
n American Eng 30,706 .9557
British Eng 10,086 .9412
Canadian Fr 266 .9349
Continent Fr 229 .9173
Dutch 126 .9057
Swedish 1,262 .9530
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American English (n=30,706)AS01 Employees instill confidence in users 0.71727 0.24860 0.18210
AS04 Giving users individual attention 0.71190 0.24685 0.20260
AS06 Employees are consistently courteous 0.79755 0.19228 0.19451
AS09 Readiness to respond to users^ questions 0.75566 0.30517 0.24028
AS11 Employees have knowledge to answer user questions 0.71559 0.35878 0.21813
AS13 Employees deal with users in a caring fashion 0.80969 0.24385 0.25478
AS15 Employees understand the needs of their users 0.73458 0.36453 0.25152
AS18 Willingness to help users 0.77821 0.31325 0.23487
AS22 Dependability handling users^ service problems 0.64297 0.39274 0.25943
LP03 Lib space that inspires study and learning 0.21002 0.20456 0.79704
LP08 Quiet space for individual activities 0.22955 0.19945 0.77358
LP12 A comfortable and inviting location 0.28904 0.23860 0.73978
LP17 A getaway for study, learning, or research 0.25337 0.34560 0.73198
LP21 Comm space for group learning and group study 0.20151 0.27900 0.68609
IC02 Making elec resources access home or office 0.21305 0.69126 0.12656
IC05 Lib Web site enabling locate info on my own 0.27278 0.69294 0.19427
IC07 The printed lib materials I need for work 0.32075 0.54528 0.34269
IC10 The elec info resources I need 0.30325 0.73892 0.22903
IC14 Mod equip lets me easily access needed info 0.32448 0.59265 0.36892
IC16 Easy access tools allow find things on my own 0.37344 0.67418 0.28281
IC19 Making info easily access for independent use 0.40478 0.66645 0.30582
IC20 Pr and/or elec journal coll require for work 0.24443 0.70126 0.28204
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British English (n=10,086)AS01 Employees instill confidence in users 0.69880 0.23954 0.15054
AS04 Giving users individual attention 0.65775 0.19512 0.20928
AS06 Employees are consistently courteous 0.78654 0.14764 0.17040
AS09 Readiness to respond to users^ questions 0.71782 0.29598 0.20843
AS11 Employees have knowledge to answer user questions 0.67403 0.33537 0.20267
AS13 Employees deal with users in a caring fashion 0.80530 0.18518 0.22729
AS15 Employees understand the needs of their users 0.72267 0.33923 0.21210
AS18 Willingness to help users 0.77703 0.28984 0.21710
AS22 Dependability handling users^ service problems 0.62345 0.37863 0.20837
LP03 Lib space that inspires study and learning 0.18617 0.18932 0.79020
LP08 Quiet space for individual activities 0.13865 0.16505 0.77582
LP12 A comfortable and inviting location 0.28530 0.22805 0.72189
LP17 A getaway for study, learning, or research 0.24843 0.29563 0.76764
LP21 Comm space for group learning and group study 0.18256 0.15581 0.56469
IC02 Making elec resources access home or office 0.15271 0.64282 0.07780
IC05 Lib Web site enabling locate info on my own 0.24082 0.67536 0.13846
IC07 The printed lib materials I need for work 0.31896 0.46034 0.38960
IC10 The elec info resources I need 0.24962 0.72897 0.20539
IC14 Mod equip lets me easily access needed info 0.31127 0.58825 0.35423
IC16 Easy access tools allow find things on my own 0.34734 0.64917 0.23640
IC19 Making info easily access for independent use 0.38579 0.65174 0.28373
IC20 Pr and/or elec journal coll require for work 0.21926 0.66595 0.27799
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Canadian French (n=266)
AS01 Employees instill confidence in users 0.73863 0.09883 0.16487
AS04 Giving users individual attention 0.62103 0.13216 0.22017
AS06 Employees are consistently courteous 0.78091 0.17653 0.05171
AS09 Readiness to respond to users^ questions 0.75136 0.28341 0.16035
AS11 Employees have knowledge to answer user questions 0.74111 0.19899 0.25165
AS13 Employees deal with users in a caring fashion 0.77709 0.32112 0.21831
AS15 Employees understand the needs of their users 0.76709 0.26660 0.27808
AS18 Willingness to help users 0.82123 0.23833 0.10307
AS22 Dependability handling users^ service problems 0.68335 0.32851 0.26546
LP03 Lib space that inspires study and learning 0.22361 0.73999 0.14417
LP08 Quiet space for individual activities 0.24703 0.71016 0.08446
LP12 A comfortable and inviting location 0.22338 0.80911 0.11506
LP17 A getaway for study, learning, or research 0.17924 0.80354 0.25087
LP21 Comm space for group learning and group study 0.25165 0.67121 0.13038
IC02 Making elec resources access home or office 0.02293 0.08254 0.69242
IC05 Lib Web site enabling locate info on my own 0.27245 0.02506 0.64826
IC07 The printed lib materials I need for work 0.29354 0.43532 0.37566
IC10 The elec info resources I need 0.22312 0.40164 0.63865
IC14 Mod equip lets me easily access needed info 0.25819 0.50208 0.43301
IC16 Easy access tools allow find things on my own 0.30216 0.15335 0.73939
IC19 Making info easily access for independent use 0.34712 0.14566 0.71351
IC20 Pr and/or elec journal coll require for work 0.02632 0.41433 0.60758
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Continental French (n=229)
AS01 Employees instill confidence in users 0.69653 0.19541 0.07195
AS04 Giving users individual attention 0.56512 0.32030 0.08096
AS06 Employees are consistently courteous 0.79750 0.04211 0.24734
AS09 Readiness to respond to users^ questions 0.83946 0.09153 0.13849
AS11 Employees have knowledge to answer user questions 0.64590 0.35183 0.11111
AS13 Employees deal with users in a caring fashion 0.84650 0.22475 0.02517
AS15 Employees understand the needs of their users 0.77283 0.30490 0.07437
AS18 Willingness to help users 0.77146 0.20534 0.08630
AS22 Dependability handling users^ service problems 0.66737 0.36365 0.06141
LP03 Lib space that inspires study and learning 0.07606 0.12694 0.76630
LP08 Quiet space for individual activities 0.14997 -0.00691 0.73399
LP12 A comfortable and inviting location 0.08099 0.19719 0.75726
LP17 A getaway for study, learning, or research 0.12362 0.26277 0.72120
LP21 Comm space for group learning and group study 0.02113 0.26809 0.62378
IC02 Making elec resources access home or office 0.06541 0.71606 0.08991
IC05 Lib Web site enabling locate info on my own 0.18490 0.68757 0.21053
IC07 The printed lib materials I need for work 0.32196 0.52317 0.35785
IC10 The elec info resources I need 0.22991 0.74714 0.14412
IC14 Mod equip lets me easily access needed info 0.26494 0.51122 0.33970
IC16 Easy access tools allow find things on my own 0.43561 0.58826 0.19004
IC19 Making info easily access for independent use 0.32691 0.58377 0.18020
IC20 Pr and/or elec journal coll require for work 0.34403 0.53941 0.11130
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Dutch (n=126)
AS01 Employees instill confidence in users 0.74318 0.00402 -0.00972
AS04 Giving users individual attention 0.74856 0.25311 0.13842
AS06 Employees are consistently courteous 0.84574 0.07028 0.06720
AS09 Readiness to respond to users^ questions 0.73166 0.15189 0.08746
AS11 Employees have knowledge to answer user questions 0.71162 0.26065 0.13972
AS13 Employees deal with users in a caring fashion 0.76160 0.25799 0.20674
AS15 Employees understand the needs of their users 0.44995 0.37721 0.15616
AS18 Willingness to help users 0.78382 0.17162 0.06237
AS22 Dependability handling users^ service problems 0.66573 0.28076 0.17591
LP03 Lib space that inspires study and learning 0.15586 0.18978 0.76607
LP08 Quiet space for individual activities 0.05699 0.05822 0.81605
LP12 A comfortable and inviting location 0.29417 0.20952 0.67277
LP17 A getaway for study, learning, or research 0.23744 0.08525 0.81706
LP21 Comm space for group learning and group study -0.05946 0.03587 0.81185
IC02 Making elec resources access home or office 0.13769 0.63305 0.17682
IC05 Lib Web site enabling locate info on my own 0.08300 0.81676 0.01141
IC07 The printed lib materials I need for work 0.37620 0.56264 0.24276
IC10 The elec info resources I need 0.15384 0.73607 0.04932
IC14 Mod equip lets me easily access needed info 0.21049 0.70213 0.18129
IC16 Easy access tools allow find things on my own 0.19920 0.75222 0.01908
IC19 Making info easily access for independent use 0.21331 0.75234 0.04761
IC20 Pr and/or elec journal coll require for work 0.09696 0.75638 0.10949
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Swedish (n=1,262)
AS01 Employees instill confidence in users 0.79599 0.19558 0.15766
AS04 Giving users individual attention 0.69506 0.22000 0.20302
AS06 Employees are consistently courteous 0.81611 0.23667 0.16861
AS09 Readiness to respond to users^ questions 0.79354 0.27369 0.18446
AS11 Employees have knowledge to answer user questions 0.77023 0.31213 0.21969
AS13 Employees deal with users in a caring fashion 0.85615 0.18750 0.21054
AS15 Employees understand the needs of their users 0.78192 0.34290 0.20502
AS18 Willingness to help users 0.81578 0.25384 0.19534
AS22 Dependability handling users^ service problems 0.68292 0.35649 0.21999
LP03 Lib space that inspires study and learning 0.22670 0.28663 0.72828
LP08 Quiet space for individual activities 0.26982 0.18404 0.74211
LP12 A comfortable and inviting location 0.40077 0.28642 0.46485
LP17 A getaway for study, learning, or research 0.21757 0.24458 0.79913
LP21 Comm space for group learning and group study 0.09171 0.24133 0.71012
IC02 Making elec resources access home or office 0.19050 0.73098 0.12808
IC05 Lib Web site enabling locate info on my own 0.21877 0.74250 0.20967
IC07 The printed lib materials I need for work 0.41390 0.47900 0.33634
IC10 The elec info resources I need 0.28379 0.75819 0.21343
IC14 Mod equip lets me easily access needed info 0.39903 0.56998 0.36441
IC16 Easy access tools allow find things on my own 0.27711 0.73335 0.27892
IC19 Making info easily access for independent use 0.37120 0.65026 0.31834
IC20 Pr and/or elec journal coll require for work 0.26385 0.68727 0.25782
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Scale with Total Score Correlations
American British
Lib_TOTL Lib_TOTL
Aff_Serv .8798 .8886
(81852) (21530)
LibPlace .6978 .7455
(81852) (21530)
Info_Con .8976 .8836
(81852) (21530)
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r of Gap with Perception Scores
American British
Lib_TOTL Lib_TOTL
AdqGAP .4874 .5358
(81852) (21530)
SupGAP .6943 .6970
(81852) (21530)
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Validity Coefs(American Eng)
Aff_Serv LibPlace Info_Con
Outcome .5278 .4403 .5993
(81705) (81705) (81705)
Satisfact .7093 .4871 .6687
(81783) (81783) (81783)
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Validity Coefs(American Eng)
LibqTOT
Outcome .6252
(81705)
Satisfact .7565
(81783)
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Validity Coefs(British Eng)
Aff_Serv LibPlace Info_Con
Outcome .4856 .4593 .5575
(21496) (21496) (21496)
Satisfact .6910 .4872 .6224
(21505) (21505) (21505)
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Validity Coefs(British Eng)
LibqTOT
Outcome .5875
(21496)
Satisfact .7232
(21505)
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References
• Thompson, B. (Ed.). (2003). Score reliability: Contemporary thinking on reliability issues. Newbury Park, CA: Sage.
• Thompson, B. (2004). Exploratory and confirmatory factor analysis: Understanding concepts and applications. Washington, DC: American Psychological Association.
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LibQUAL+™ Resources
• LibQUAL+™ Website:http://www.libqual.org
• Publications: http://www.libqual.org/publications
• Events and Training: http://www.libqual.org/events
• LibQUAL+™ Bibliography: http://www.coe.tamu.edu/~bthompson/servqbib
• LibQUAL+™ Procedures Manual: http://www.libqual.org/Information/Manual/index.cfm
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