The 2010 LibQUAL+® implementation raised two key challenges:
Firstly, how can the library improve the response rate of the
survey?
Secondly, how will changes made to library services impact
future LibQUAL+® results?
Improving Response Rate
Owing to the relatively small population at the School of Defence and Security
with the majority of courses conducted during one academic year, the survey
has always been sent to the whole population, no sampling has been applied.
All students and staff members receive an invitation to complete the survey
through a generic university-wide e-mail message. Since the introduction of
part-time distant-learning courses in 2006, the response rate had been
declining annually, from 26% in 2006 to 8% in 2009. Although the part-time
students are issued with a university e-mail address, many do not use it,
preferring to communicate via their work or personal e-mail addresses
instead. Therefore, many have never read the general invitation to complete
the LibQUAL+® survey. Supplementary to this, concerns regarding the
complexity of the survey coupled with survey fatigue had been raised by both
staff and students alike. The first strategic challenge to improve the response
rate led to two changes for the 2010 implementation. Firstly, non-university
e-mail addresses were obtained from the student records system for the part-
time students. This data was coupled with the students’ full name enabling a
personalized mailing to be sent rather than a generic invitation. The message
emphasized the importance of the customer feedback and how the results
have been used in the past. The link in the e-mail directed the customer to the
library website with a subsequent link to the LibQUAL+® survey to emphasize
the anonymous nature of the questionnaire.
Secondly, the new shorter LibQUAL+® Lite2 protocol was used for 50% of
the surveys, in line with an agreed-upon approach with other SCONUL
participants. The 50/50 approach was adopted by members of the SCONUL
consortium who had previously used LibQUAL+® to collect baseline data for
the comparability of the long and Lite versions of the LibQUAL+® survey.
This enables further analysis of the implications of the Lite protocol on the
scores received.
RLI 271
22
Service Quality Assessment with LibQUAL+® in Challenging Times
(
C O N T I N U E D
)
AUGUST 2010 RESEARCH LIBRARY ISSUES: A BIMONTHLY REPORT FROM ARL, CNI, AND SPARC
Previous Page Next Page