LibQUAL+^TM is a standardized survey that was developed as a project of the Association of Research Libraries (ARL) in collaboration with the Texas A&M University Libraries.  The project’s goal is to define and measure library service quality across institutions and to create useful quality-assessment tools for libraries. A total of 48 institutions, represented academic and research libraries of all sizes in North America, are participating in the spring 2011 LibQUAL+^TM survey project.

2.    What does the survey measure?

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

3.    How will the survey benefit library users at JMU?

This project will allow libraries to compare their service quality with other peer institutions, to develop benchmarks, and to reveal best practices across institutions. By participating in LibQUAL+^TM and initiating action based on the results of this survey, the JMU Libraries can be more responsive to users' needs and provide services that are better aligned to reflect users' expectations.

4.    Why is the survey important?

There is increasing pressure for libraries to move towards more outcome-based assessment efforts, instead of relying solely on input or resource measurements. This pressure comes from funding authorities as well as users themselves. Outcome measures show how well an organization serves its users, and assist in finding new measures of library efficiency and effectiveness.

5.    Who will be surveyed, and when?

All undergraduates and all graduate students and full-time faculty members and staff will be surveyed. On Tuesday, March 22 2011, these individuals will receive an email message from Ralph Alberico, Dean of Libraries and Educational Technologies, containing an imbedded URL for the LibQUAL survey. The survey will be available at that site from March 22 through April 10. Reminder notices from the Dean will be sent on Wednesday, March 30, 2011, and on Thursday, April 7, 2011.

The data for all 48 participating institutions will be collected on secure servers located in the Texas A&M Library. Each response will be disaggregated as it reaches the server, and survey results will ultimately be reported back to the participating institutions as aggregate mean score data. Individual responses of participants will be wholly confidential.  

Although there will be no compensation for completing the survey,  an incentive will be offered to increase response rates. At the end of the web-based survey,  respondents may elect to include their email address, which will enter them in a drawing for two iPads.

6.    What survey instrument is being used?

The LibQUAL+^TM survey is patterned after the SERVQUAL instrument developed by Leonard L. Berry (Distinguished Professor, Texas A&M University), A. Parasuraman, and Valarie A. Zeithaml, which is used extensively in private industry. 

7.    How long does it take to complete the survey?

The average time it takes to complete the survey is ten minutes.  Respondents are asked to respond to each question on three separate scales, representing minimum, desired, and perceived levels of service. 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.

8.    Is there a paper version of the survey?

Respondents not able to complete an online questionnaire may obtain a paper copy of the survey by contacting Nisa Bakkalbasi at 540.568.6916 or at libqual@jmu.edu.

9.  Why is the survey so redundant?

The survey tests a variety of dimensions of library service, each represented by multiple (and seemingly redundant) questions. The use of multiple/redundant questions allows us to analyze the validity of each dimension through statistical means.

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

In general, reminders are 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.)

The fact that reminders are sent to all respondents, including those who have already completed the survey, is a result of the project’s built-in mechanisms for security and confidentiality. Once a return is submitted to the project server, its contents are disaggregated and disassociated from the respondent’s email address. This provides maximum security, but doesn't allow for any differentiation between respondents and non-respondents. Thus, everyone gets a reminder.

11.  Why don't the discipline categories in the survey match JMU's college/department structure?

Because this is a multi-institution survey, discipline categories have been standardized for ease of comparison on a national level. This will assist with future benchmarking activities. To determine what standardized discipline you should use to identify yourself, consult the following list:

Libraries participating in the LibQUAL+^TM Survey, Spring 2011 
(48 libraries)

-Alama College

-American University Library

-Howard W. Hunter Law Library

-California, Santa Barbara

-Cameron University

-Covenant College

-Duke University Libraries

-Ecole Polytechnique Federale de Lausanne, Information Scientifique at Bibliotheques

-George Fox University

-Grant MacEwan Universaity

-Horace W. Sturgis Library, Kennesaw State University

-Idaho State University Libraries

-Marquette University Libraries

-Messiah college

-New York University Libraries

-Nipissing University / Canadore College

-North-West University Potchesfstroom Campus Library

-Ohio State University Libraries

-Oregon State University

-Rasmusen College

-Richard Stockton College of New Jersey

-Robert Gordon University

-Southern Illinois University Edwardsville

-Texas A&M University, Galveston

-Texas Christian University

-Texas State University - San Marcos

-Texas Tech University Libraries

-Universidad de Guadalajara

-Universite Paris Ouest Nanterre Le Defense

-University of Albany Libraries

-University of Alabama at Birmingham, Mervyn H. Sterne Library

-University of California, Los Angeles

-University of Central Florida

-University of Detroit Mercy School of Law

-University of Kentucky Libraries

-University of Lethbridge Library

-University of Massachusetts Amherst

-University of Massachusetts at Boston

-University of Mississippi, Oxford

-University of Missouri - Kansas City

-University of North Texas

-University of North Texas Health Science Center

-University of South Florida, Tampa, Florida

-University of Texas at Arlington

-University of the Incarnate Word

-University of Witwatersrand Library

-Virginia Commonwealth University Libraries

-William Paterson University of New Jersey