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UBC Library LibQUAL+® 2010 Survey Results for “Library as Place”: Explanatory Notes for Charts 9-11 Friesen, Margaret; Zaher, Suher 2010

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UBC Library LibQUAL+® 2010 Survey Results for “Library as Place”: Explanatory Notes for Charts 9-11A.	Background InformationWhat 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 UBCThe UBC Library participated in the LibQUAL+® survey in 2007, 2009 and 2010. In all surveys,  respondents rated satisfaction with the overall quality of library services at 80% or above. The 2009 and 2010 surveys were conducted after the Irving K. Barber Learning Centre (IKBLC)  – South Wing was opened. This facility includes the Chapman Learning Commons, the Ridington Room and other spaces, with a variety of open study areas, quiet and silent study areas, and group study rooms.These findings focus on the theme of “Library as Place” for the years 2007, 2009 and 2010, specifically the IKBLC and the Koerner Library, the two largest libraries in the UBC Library system. The following charts show results for survey questions related to quiet space, group space, and a getaway for study, learning or research.B.	List of ChartsLibrary as PlaceChart 9: Library – Quiet Space for 2007, 2009 and 2010Chart 10: Library – Group Space for 2007, 2009 and 2010Chart 11: Library – Getaway for Study, Learning or Research for 2007, 2009 and 2010C.	Reading the ChartsThe charts include four (4) variables. These are:Demographic variables: Library used most oftenLibQUAL+® questions:Library as quiet spaceLibrary as group spaceLibrary as a getaway 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 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 acceptableDesired – the level of service that I personally wantPerceived – the level of service that I believe our library currently providesD.	Summary of FindingsCharts 9-11: 	Library as Place (Quiet Space, Group Space, and Getaway):In general, respondents expressed the need for more quiet spaces and for a place to “getaway”, especially in the Irving K. Barber Learning Centre. On a scale of 1-9, the perceived service level decreased from 2007 to 2010 from a rating of 6.84 to 5.96 for quiet space and from 6.75 to 6.21 for getaway space.  Respondents are more satisfied with quiet space and getaway space in the Koerner Library, with a rating in 2010 of 6.46 for getaway space and a rating of 7.14 for quiet space, nearly reaching the desired service level of 7.23. The perceived service level for group spaces is approaching the desired level of 6.91, with a rating in 2010 of 6.61 in IKBLC  and a rating of 6.23 in the Koerner Library. E.	Descriptions of VariablesLibrary Used Most Often Variable: 		Library used most oftenDescription: 	Nominal variableCategories: 	Irving K. Barber Learning Centre (IKBLC)Koerner LibraryLibrary as Quiet SpaceVariable:		Quiet space for individual activitiesDescription:  	Scale variable	Measures minimum, desired, and perceived service performance levelValues: 		Scale of 1 to 9 (1 = strongly disagree ; 9 = strongly agree)Library as Group SpaceVariable:		Community space for group learning and group studyDescription:  	Scale variable	Measures minimum, desired, and perceived service performance levelValues: 		Scale of 1 to 9 (1 = strongly disagree ; 9 = strongly agree)Library as a Getaway PlaceVariable:		A getaway for study, learning or researchDescription:  	Scale variable	Measures minimum, desired, and perceived service performance levelValues: 		Scale of 1 to 9 (1 = strongly disagree ; 9 = strongly agree)        Suher Zaher-Mazawi / Margaret Friesen, UBC Library Assessment	2 UBC Library LibQUAL+® 2010 Survey Results for “Library as Place”: Explanatory Notes for Charts 9-11 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, 2009 and 2010. In all surveys, respondents rated satisfaction with the overall quality of library services at 80% or above. The 2009 and 2010 surveys were conducted after the Irving K. Barber Learning Centre (IKBLC) – South Wing was opened. This facility includes the Chapman Learning Commons, the Ridington Room and other spaces, with a variety of open study areas, quiet and silent study areas, and group study rooms. These findings focus on the theme of “Library as Place” for the years 2007, 2009 and 2010, specifically the IKBLC and the Koerner Library, the two largest libraries in the UBC Library system. The following charts show results for survey questions related to quiet space, group space, and a getaway for study, learning or research.  B. List of Charts Library as Place Chart 9: Library – Quiet Space for 2007, 2009 and 2010 Chart 10: Library – Group Space for 2007, 2009 and 2010 Chart 11: Library – Getaway for Study, Learning or Research for 2007, 2009 and 2010  Suher Zaher-Mazawi / Margaret Friesen, UBC Library Assessment  1  C. Reading the Charts The charts include four (4) variables. These are: Demographic variables: 1. Library used most often LibQUAL+® questions: 2. Library as quiet space 3. Library as group space 4. Library as a getaway 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 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 9-11: Library as Place (Quiet Space, Group Space, and Getaway): In general, respondents expressed the need for more quiet spaces and for a place to “getaway”, especially in the Irving K. Barber Learning Centre. On a scale of 1-9, the perceived service level decreased from 2007 to 2010 from a rating of 6.84 to 5.96 for quiet space and from 6.75 to 6.21 for getaway space. Respondents are more satisfied with quiet space and getaway space in the Koerner Library, with a rating in 2010 of 6.46 for getaway space and a rating of 7.14 for quiet space, nearly reaching the desired service level of 7.23. The perceived service level for group spaces is approaching the desired level of 6.91, with a rating in 2010 of 6.61 in IKBLC and a rating of 6.23 in the Koerner Library.  Suher Zaher-Mazawi / Margaret Friesen, UBC Library Assessment  2  E. Descriptions of Variables 1. Library Used Most Often Variable: Library used most often Description: Nominal variable Categories: Irving K. Barber Learning Centre (IKBLC) Koerner Library 2. 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) 3. 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) 4. Library as a Getaway Place Variable: A getaway for study, learning or research Description: Scale variable Measures minimum, desired, and perceived service performance level Values: Scale of 1 to 9 (1 = strongly disagree ; 9 = strongly agree)  Suher Zaher-Mazawi / Margaret Friesen, UBC Library Assessment  3  

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