Survey Questions
The survey has 25 core questions aimed at measuring
users’ opinions of library service quality
and identifying gaps in their expectations versus
their perceptions. Participants were asked
to rate the following statements on a scale of
1-9 (with 1 being the lowest and 9 the highest),
indicating for each:
- Minimum—the number that represents the minimum level
of service that you would find acceptable
- Desired—the number that represents the
level of service that you personally want
- Perceived—the number that represents
the level of service that you believe our
library currently provides
Access to Information
Dimension
Question #
3 Print
and/or electronic journal collections I require
for my work
8 Convenient
service hours
14 The
printed library materials I need for my work
18 The
electronic information resources I need
22 Timely
document delivery/interlibrary loan
Affect of Service Dimension
1 Employees
who instill confidence in users
4 Readiness
to respond to users’ questions
7 Willingness
to help users
10 Dependability
in handling users’ service problems
12 Giving
users individual attention
15 Employees
who have the knowledge to answer user questions
17 Employees
who are consistently courteous
20 Employees
who deal with users in a caring fashion
23 Employees
who understand the needs of their users
Library as Place Dimension
5 Quiet
space for individual activities
9 A
comfortable and inviting location
13 Library
space that inspires study and learning
19 Community
space for group learning and group study
24 A
gateway for study, learning, or research
Personal Control Dimension
2 Easy-to-use
access tools that allow me to find things on my
own
6 Convenient
access to library collections
11 A
library Web site enabling me to locate information
on my own
16 Modern
equipment that lets me easily access needed information
21 Making
information easily accessible for independent use
25 Making
electronic resources accessible from my home or
office
General Satisfaction Questions (respondents were
asked to rate their levels of satisfaction on a
scale from 1-9.
- In general, I am satisfied with the way in
which I am treated at the library .
- In general, I am satisfied with library support
for my learning, research, and/or teaching needs.
- How would you rate the overall quality of
the service provided by the library?
Information Literacy Outcomes Questions (respondents
were asked to rate their levels of satisfaction
on a scale from 1-9 with 1 being “strongly
disagree” and 9 representing “strongly
agree.”
- The library helps me stay abreast of developments
in my field(s) of interest.
- The library aids my advancement in my academic
discipline.
- The library enables me to be more efficient
in my academic pursuits.
- The library helps me distinguish between trustworthy
and untrustworthy information.
- The library provides me with the information
skills I need in my work or study.
Last Updated:
April 29, 2004
Technical Contact: Keith Stanger, keith@stanger.com
|
LibQUAL+