Eastern Michigan University
Eastern Michigan University
Eastern Michigan University
Tuesday October 21, 2014

Library Hours: 7:30am - 12:00am

Eastern Michigan University Library

LibQual+ Survey Questions

The survey had 27 total questions (22 core questions and 5 local questions) aimed at measuring users’ opinions of library service quality and identifying gaps in their expectations versus their perceptions. These 27 questions are listed below (under the three general areas where they appeared). 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

Personal Control Dimension

  • Print and/or electronic journal collections I require for my work
  • The printed library materials I need for my work
  • The electronic information resources I need
  • Easy-to-use access tools that allow me to find things on my own
  • A library Web site enabling me to locate information on my own
  • Modern equipment that lets me easily access needed information
  • Making information easily accessible for independent use
  • Making electronic resources accessible from my home or office

Affect of Service Dimension

  • Employees who instill confidence in users
  • Readiness to respond to users’ questions
  • Willingness to help users
  • Dependability in handling users’ service problems
  • Giving users individual attention
  • Employees who have the knowledge to answer user questions
  • Employees who are consistently courteous
  • Employees who deal with users in a caring fashion
  • Employees who understand the needs of their users

Library as Place Dimension

  • Quiet space for individual activities
  • A comfortable and inviting location
  • Library space that inspires study and learning
  • Community space for group learning and group study
  • A gateway for study, learning, or research

Local Questions (added by Halle Library)

  • Convenience of borrowing books from other colleges
  • Teaching me how to locate, evaluate, and use information
  • Access to archives, special collections
  • Space for students to study and work in groups
  • Ease and timeliness in getting materials from other libraries

Note - the 2003 survey had 25 core questions. Three questions not repeated on the 2009 survey were "Convenient service hours", "Timely document delivery/interlibrary loan", and "Convenient access to library collections". The latter two were measured in the local questions category.