Library Service Survey 2014
George Fox University Libraries are conducting an internationally-validated online survey, called LibQUAL+™ Lite. This page is designed to inform those members of the GFU community who are interested in learning more about the survey, which is intended for all George Fox students and employees.
Frequently Asked Questions
- What is the LibQUAL+™ Lite survey?
- What kind of information does the survey seek to elicit?
- How will this survey benefit the George Fox community?
- How and when is the survey being conducted?
- Are responses confidential?
- Can I skip questions that don't apply to me?
- What survey instrument is being used?
- Why isn't the survey at a GFU Web address?
- What if I cannot open the URL from the link provided?
- What Web browsers are supported for the survey?
- Is the survey compatible with screen reader software for the visually impaired?
- How long will it take to complete the survey?
- Why don't the undergraduate discipline categories in the survey match George Fox’s college/department structure?
- How should I indicate the library I use most often, if I am a distant student?
- How should I indicate the year I am in school, if I am an SPS student?
- What will be done with the survey results?
What is the LibQUAL+™ Lite survey?
Service quality has always been the focus of libraries; the current LibQUAL+™ Lite instrument measures library users’ perceptions of their libraries’ service quality and identifies gaps between minimum, desired, and perceived levels of service.
LibQUAL+™ was developed by statisticians for the ARL (Association of Research Libraries). More than 1,200 libraries from the USA, Canada, Europe and Australia have used this internationally-validated online survey. Submitted surveys will be compiled by ARL staff and will provide comparisons with other institutions.
The survey instrument addresses three service quality dimensions that have been found to be valid in previous assessments of library services, namely: staff service, access to information, and library as a place.
Each question has three parts that ask respondents to indicate, on a scale of 1-9, (a) the number that represents the minimum level of service that they would find acceptable (Minimum); (b) the number that represents the level of service that they personally desire for the item (Desired); and (c) the number that represents the level of service that they believe the library currently provides for them (Perceived). This design permits analysis of gaps between expectations, perception and minimum acceptance levels of service.
An open-ended text box is provided at the end of the survey, for comments and suggestions.
How will this survey benefit the George Fox community?
By using the LibQUAL+™ Lite instrument and initiating action based on the results of the survey, GFU libraries can be more responsive to users' needs and provide services that are better aligned to users' expectations.
A link to the web-based LibQUAL+™ Lite survey will be made available via the library website, E-nnouncements, and an email invitation. The survey will be available from March 3 through March 21. The data will be collected on secure servers located in the Texas A & M University Library.
Are responses confidential?
Yes, although the network address and e-mail address of the respondent is captured, the respondent’s privacy is protected. E-mail addresses are not saved with the responses and once saved separately there is no way to link an individual’s responses to his or her e-mail address. This process ensures confidentiality when entering the incentive drawings.
Can I skip questions that don't apply to me?
If you do not wish to answer a question or feel a question does not apply to you - for example, as some of the questions about library as place might be for a distance student - select N/A (not applicable)
What survey instrument is being used?
The LibQUAL+™ survey evolved from a conceptual model based on the SERVQUAL instrument, a popular tool for assessing service quality in the private sector, grounded in the "Gap Theory of Service Quality". It was developed by Leonard L. Berry (Distinguished Professor, Texas A & M University), A. Parasuraman, and Valarie A. Zeithaml.
The Texas A & M University Libraries and other libraries used modified SERVQUAL instruments for several years; those applications revealed the need for a newly adapted tool that would serve the particular requirements of libraries. From 1999, ARL, representing the largest research libraries in North America, partnered with Texas A & M University Libraries to develop, test, and refine LibQUAL+™. This effort was supported in part by a three-year grant from the U.S. Department of Education’s Fund for the Improvement of Post-Secondary Education (FIPSE). LibQUAL+™ Lite, a shorter form of LibQUAL+™, was released in 2010.
Why isn't the survey at a GFU Web address?The survey is administered through the Association of Research Libraries and Texas A & M University, and the survey and data are housed on secure Texas A & M servers.
What if I cannot open the URL from the link provided?If you have trouble opening the URL from the link provided to the survey, you can copy the URL and paste it into your Web browser. If you still cannot access the survey, you can contact firstname.lastname@example.org or Merrill Johnson, Dean of Libraries, 503-554-2411.
What Web browsers are supported for the survey?The LibQUAL+™ Lite survey has been developed to work with all browsers.
Is the survey compatible with screen reader software for the visually impaired?
Yes, the survey is compatible with JAWS.
How long will it take to complete the survey?
It should take between 5 and 7 minutes to complete the survey.
Why don't the undergraduate discipline categories in the survey match George Fox’s college/department structure?
Because this is a multi-institution survey, discipline categories have been standardized for ease of comparison. This will assist with future benchmarking activities.
If you are unsure what discipline to choose on the survey, use this guide for assistance.
GFU Major Corresponding LibQUAL Discipline Accounting Business & Economics: All UG majors Allied health Health Sciences American Culture & Language Comm Arts/Cinema/Spanish/Jrlsm/ACLA/Org Comm Applied Science Engineering/Computer Science Art Performing and Visual Arts Athletic Training Health Sciences Biblical Studies Humanities Biochemistry Science/Math Biology Science/Math Chemistry Science/Math Christian Ministries Humanities Cinema and Media Communication Comm Arts/Cinema/Spanish/Jrlsm/ACLA/Org Comm Cognitive Science Social Sciences/UG Psychology Communication Arts Comm Arts/Cinema/Spanish/Jrlsm/ACLA/Org Comm Computer Science Engineering/Computer Science Computer & Information Science Engineering/Computer Science Economics Business & Economics: All UG majors Elementary Education Education: Undergraduate Elementary Education Engineering Engineering/Computer science English Humanities Entrepreneurship Business & Economics: All UG majors Family & Consumer Science Social Science/UG Psychology Finance Business & Economics: All UG majors Global Business Business & Economics: All UG majors Health & Human Performance Health Sciences History Social Sciences/UG Psychology Information Systems Engineering/Computer Science International Studies Social Sciences/UG Psychology Journalism Comm Arts/Cinema/Spanish/Jrlsm/ACLA/Org Comm Management Business & Economics: All UG majors Marketing Business & Economics: All UG majors Mathematics Science/Math Music Performing and Visual Arts Music Education Performing and Visual Arts Nursing Health Sciences Organizational Communication Comm Arts/Cinema/Spanish/Jrlsm/ACLA/Org Comm Philosophy Humanities Politics Social Sciences/UG Psychology Psychology Social Sciences/UG Psychology Religion (Intensified Studies) Humanities Social Work Social Sciences/UG Psychology Sociology Social Sciences/UG Psychology Spanish Comm Arts/Cinema/Spanish/Jrlsm/ACLA/Org Comm Theatre Performing and Visual Arts Undeclared Undeclared
If you are a distance student (e.g., Boise, Redmond, Salem) and do not use one of the George Fox University location libraries please choose “N/A Distance Student”.
Choose what you think best describes you. For example, this may be your 4th year as an undergraduate so choose 4th year.
Survey data is transmitted directly from the LibQUAL+™ server to a database. The data is then compiled and reports are generated for individual libraries that provide information on how users perceive the quality of service. Participating institutions will have access to summary results for each institution, allowing for comparisons among peer institutions and all participating academic institutions.