Reading LibQUAL Results

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Reading LibQUAL Results
Supervisors Meeting June 16, 2004
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• What is LibQUAL?
• Survey
• Measures perceptions of service quality
• Outcomes-based
• Gap analysis

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What is gap analysis?

• Gap analysis in LibQUAL is based on each
  respondent ranking the library on each of 22
  items (using a scale of 1 to 9) according to
  three questions
• What is my minimum acceptable level of service?
• What is my desired level of service?
• What is the librarys current level of service?

In LibQUAL, items are statements. In other
surveys, they may take the form of questions
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What is gap analysis?
Means scores are calculated using these
individual responses. The differences between
mean scores for the three levels (minimum,
perceived, desired) are called gaps. Gaps
are reported both for the individual item mean
scores and for mean scores for groups of related
items (called dimensions). The dimensions
are library as place affect of
service information control
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What are the gaps?

• Service adequacy gap
• Difference obtained by subtracting the minimum
  acceptable level from the perceived level of
  service
• Positive gap score indicates service is
  perceived as better than minimum level
• Negative gap score indicates service is
  perceived as less than minimum level

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What are the gaps?

• Service superiority gap
• Difference obtained by subtracting the desired
  level of service from the perceived level of
  service
• Positive gap score indicates perceived service
  exceeds the desired level
• Negative gap score indicates perceived service
  is less than desired level

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What does a gap look like?

• The LibQUAL results notebook presents
  information about gaps in various ways.
• Tables
• Radar charts
• Gap bar charts

Results notebook may be found
athttp//www.lib.uchicago.edu/staffweb/groups/li
bqual/results.html
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Excerpted similar to p.63 results notebook
Table
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Radar Chart
Sample Faculty Results
IC-3 IC-8 negative adequacy gap(red)
Similar to p.62 results notebook
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Radar Chart
Sample Faculty Results
IC-6 negative superiority gap(yellow)
Similar to p.62 results notebook
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Radar Chart
Sample Faculty Results
LP-5 positive superiority gap (green)
Similar to p.62 results notebook
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Radar Chart
Sample Faculty Results
LP-3 positive adequacy gap(blue)
Similar to p.62 results notebook
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Gap bar chart
p.66 results notebook
p.65 results notebook
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Gap bar chart

p.65 results notebook
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Gap bar chart
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Representativeness
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Representativeness
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Other Statistical Concepts
Standard deviation Measures the spread of a set
of values or scores. A rule of thumb is that two
standard deviations above and below the mean
captures about 95 of the total spread of scores
(assuming a normal distribution).   Normal
distribution This is also referred to as a
gaussian distribution or a bell curve. For
surveys that measure attitudes or perceptions, a
perfect normal distribution is uncommon.
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Standard deviation
Standard deviation of scores are reported in the
results notebook. Different sets of scores can
have the same mean, but a very different standard
deviation. Larger standard deviations in
LibQUAL means a diversity of perceptions we
expect this because our population has different
needs, expectations, and perceptions.
Heres an example The second set of scores is
much more spread out than the first (higher
standard deviation). This doesnt mean the data
is worse, just that there is a larger diversity
of opinion.
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In Summary
LibQUAL results may be represented in different,
but equally valid ways (radar, bar,
table). Negative gaps show areas that need
further study (or even action), but dont tell
you WHY the gaps are there. Further analysis is
needed to see what other patterns may emerge and
to help focus further assessment efforts and/or
guide decision making.