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UBC Library LibQUAL 2009 Survey Results: Explanatory Notes Zaher, Suher; Friesen, Margaret 2010-12-31

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               Suher Zaher / Margaret Friesen, UBC Library Assessment      Page 1  UBC Library LibQUAL+® 2009 Survey Results   Explanatory Notes    Table of Contents  A.     Background Information............................................................................................. 1  B.     List of Charts ................................................................................................................ 2  C.     Reading the Charts ...................................................................................................... 2  D.     Summary of Findings .................................................................................................. 3  E.     Descriptions of Variables............................................................................................. 4   A. Background Information  What is the LibQUAL+® survey?  The LibQUAL+® survey is a web-based survey developed by the Association of Research Libraries. It measures library service quality.   The complete survey includes demographic questions, 22 core questions, and general satisfaction/usage questions. It measures user perceptions of service quality in the following areas: • Customer service (Affect of Service) • Library collections and access to print and electronic resources (Information Control) • Library spaces (Library as Place)  LibQUAL+® survey at UBC  The UBC Library participated in the LibQUAL+® survey in 2007 and 2009. In both years, respondents rated satisfaction with the overall quality of library services at 80% and 82% respectively. However, in both surveys, respondents expressed concerns about access to library resources from home or office; the difficulty in using the Library website; and the need for quiet or group space for learning and studying.  Our focus on Library as Place for both 2007 and 2009 allows us to understand the story of users’ perceptions of space, before and after the opening of the Irving K. Barber Learning Centre (IKBLC) South Wing.  The following charts show results for survey questions related to access and findability of library resources, as well as quiet or group spaces for learning and studying.              UBC Library LibQUAL+® 2009 Survey Results: Explanatory Notes            Suher Zaher / Margaret Friesen, UBC Library Assessment      Page 2  B. List of Charts  Access and Findability  Chart 1: Access from Home or Office   All Respondents by Academic Discipline  Chart 2: Library Website   All Respondents by Academic Discipline  Library as Place  Chart 3: Library – Quiet Space for Individual Activities   Undergraduate Students by Library  Chart 4: Library – Quiet Space for Individual Activities    Graduate Students by Library  Chart 5: Library – Group Space for Learning and Studying    Undergraduate Students by Library  Chart 6: Library – Group Space for Learning and Studying       Graduate Students by Library   Chart 7: Library – Quiet Space for Individual Activities    All Respondents by Library and Survey Year 2007 and 2009  Chart 8: Library – Group Space for Learning and Studying    All Respondents by Library and Survey Year 2007 and 2009  C. Reading the Charts  The charts include seven (7) variables. These are:  Demographic variables:  1. Academic discipline 2. Library used most often 3. User group  LibQUAL+® questions: 4. Access from home or office  5. Library website 6. Library as quiet space 7. Library as group space              UBC Library LibQUAL+® 2009 Survey Results: Explanatory Notes            Suher Zaher / Margaret Friesen, UBC Library Assessment      Page 3   Measurement:  These variables are measured on a nominal or scale basis. • Nominal variable has values that are not numeric, i.e., defined by categories, such as academic discipline, library name, etc. • Scale variable has numeric values that are measured on an interval scale.  For scale variables, respondents rated the level of library services on a scale of 1-9 as follows: Minimum – minimum level of service that I would find acceptable Desired – the level of service that I personally want Perceived – the level of service that I believe our library currently provides  D. Summary of Findings  Charts 1-2:  Access and Findability  In general, respondents expressed concerns about the following: • remote access from home and office to the library’s resources • ease of finding information on the library’s website.  In particular, respondents in the Social Sciences, Health Sciences, and Performing & Fine Arts disciplines rated access below their minimum expectations. Ease of finding information on the library’s website was a concern for the respondents in the Humanities disciplines as well.  The Library will follow up on these concerns to determine the reasons.   Charts 3-8:  Library as Place (Quiet Spaces and Group Spaces):  Both undergraduate students and graduate students expressed the need for more quiet spaces. Undergraduates expressed needs for both quiet and group spaces, while graduate students are generally satisfied with group spaces.  After the Irving K. Barber Learning Centre opened in 2008, use of this library increased. In the 2009 survey, respondents’ minimum acceptable and desired ratings for quiet space increased over 2007. Their expectations for group space also increased, but they were generally satisfied with the level of group space provided.                      UBC Library LibQUAL+® 2009 Survey Results: Explanatory Notes            Suher Zaher / Margaret Friesen, UBC Library Assessment      Page 4   E. Descriptions of Variables  1. Academic Discipline  Variable:  Academic discipline Description:   Nominal variable         Categories:  Applied Sciences Architecture Business Education Forestry / Land and Food Systems Health Sciences Humanities Law Performing & Fine Arts Sciences Social Sciences Other Undecided  2. Library Used Most Often  Variable:   Library used most often Description:  Nominal variable Categories:  Asian Library Biomedical Branch Library (BMB) David Lam Library Education Library Hamber Library Irving K. Barber Learning Centre (IKBLC) Koerner Library Law Library Music Library Okanagan Library Robson Square Library St. Paul’s Hospital Library Virtual Information Services Woodward Library Xwi7xwa Library Other                   UBC Library LibQUAL+® 2009 Survey Results: Explanatory Notes            Suher Zaher / Margaret Friesen, UBC Library Assessment      Page 5   3. User Group  Variable:   User group Description:  Nominal variable Categories: Undergraduate Graduate Faculty Note:  “All Respondents” includes undergraduate students, graduate students, and faculty members.   4. Access from Home or Office Variable:   Making electronic resources accessible from home or office Description:   Scale variable  Measures minimum, desired, and perceived service performance level Values:   Scale of 1 to 9 (1 = strongly disagree ; 9 = strongly agree)  5. Library Website  Variable:  A library website enabling me to locate information on my own. Description:   Scale variable  Measures minimum, desired, and perceived service performance level Values:   Scale of 1 to 9 (1 = strongly disagree ; 9 = strongly agree)     6. Library as Quiet Space Variable:  Quiet space for individual activities Description:   Scale variable  Measures minimum, desired, and perceived service performance level Values:   Scale of 1 to 9 (1 = strongly disagree ; 9 = strongly agree)  7. Library as Group Space Variable:  Community space for group learning and group study Description:   Scale variable  Measures minimum, desired, and perceived service performance level Values:   Scale of 1 to 9 (1 = strongly disagree ; 9 = strongly agree)   

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