UWL LibQUAL+ Service Adequacy Gap Comparisons – 2004, 2008, and 2104 To help understand gap scores, it helps to think about the three number scores for each question as single point on a line. The space between the minimum and desired scores is called the “Zone of Tolerance.” Service Adequacy = Minimum – Perceived Service adequacy is calculated by subtracting the minimum score from the perceived score for any given question – for each user. Generally, service adequacy is an indicator of the extent to which you are meeting the minimum expectations of your users. A negative service adequacy score indicates that your users’ perceived level of service quality is below their minimum level of service quality. A positive service adequacy score indicates that your users’ perceived level of service quality is above their minimum level of service quality. The higher the service adequacy score, the better the library’s performance. In general, the perceived scores tend to fall in the “zone of tolerance” – i.e., they tend to be less than desired scores and greater than minimum scores. The following charts indicate service adequacy gaps for each of the 9 main dimensions measured by the LibQual+ survey, for each of the 3 years the survey has been administered at UW-­‐L. Presented this way, the charts indicate trends over time: For each vertical access, if the blue point (2004) is the lowest and the gray point (2014) is the highest, this shows improvement in that measure over time. Conversely, where the blue point is highest and the gray point is lowest, this shows declining perceived performance in that area over time.
Affect of Service-­‐Undergraduate 1.40 1.20 1.00 0.80 0.60 0.40 0.20 0.00 2004 2008 2014 Affect of Service-­‐Graduate 1.20 1.00 0.80 0.60 0.40 0.20 0.00 2004 2008 2014 Affect of Service-­‐Faculty 1.40 1.20 1.00 0.80 0.60 0.40 0.20 0.00 2004 2008 2014 InformaJon Control-­‐Undergraduate 1.20 1.00 0.80 0.60 0.40 0.20 0.00 Making A library The printed The electronic Modern Easy-­‐to-­‐use Making Print and/or electronic website library informa^on equipment access tools informa^on electronic resources enabling me materials I resources I that lets me that allow me easily journal accessible to locate need for my need easily access to find things accessible for collec^ons I from my informa^on work the on my own independent require for home or on my own informa^on I use my work office need 2004 2008 2014 InformaJon Control-­‐Graduate 1.00 0.80 0.60 0.40 0.20 0.00 -­‐0.20 -­‐0.40 -­‐0.60 Making electronic resources accessible from my home or office The printed The electronic Modern Easy-­‐to-­‐use A library Making Print and/or library informa^on equipment access tools informa^on electronic website enabling me materials I resources I that lets me that allow me easily journal need to locate need for my easily access to find things accessible for collec^ons I work on my own independent require for my informa^on the on my own informa^on I use work need 2004 2008 2014 InformaJon Control-­‐Faculty 0.80 0.60 0.40 0.20 0.00 -­‐0.20 -­‐0.40 Making A library The printed The Modern Easy-­‐to-­‐use Making Print and/or electronic website library electronic equipment access tools informa^on electronic resources enabling me materials I informa^on that lets me that allow easily journal accessible to locate need for my resources I easily access me to find accessible collec^ons I from my informa^on work need the things on my for require for home or on my own informa^on own independent my work office I need use 2004 2008 2014 Library as Place-­‐Undergraduate 1.40 1.20 1.00 0.80 0.60 0.40 0.20 0.00 Quiet space for A comfortable and Library space that A getaway for Community space inspires study and individual ac^vi^es invi^ng loca^on study, learning, or for group learning learning research and group study 2004 2008 2014 Library as Place-­‐Graduate 0.80 0.60 0.40 0.20 0.00 -­‐0.20 Library space that inspires study and learning Quiet space for individual ac^vi^es A comfortable and A getaway for study, Community space for invi^ng loca^on learning, or research group learning and group study -­‐0.40 2004 2008 2014 Library as Place-­‐Faculty 2.00 1.80 1.60 1.40 1.20 1.00 0.80 0.60 0.40 0.20 0.00 Library space that Quiet space for A comfortable and A getaway for Community space inspires study and individual ac^vi^es invi^ng loca^on study, learning, or for group learning learning research and group study 2004 2008 2014 Local QuesJons-­‐Undergraduate 1.60 1.40 1.20 1.00 0.80 0.60 0.40 0.20 0.00 2004 2008 2014 Local QuesJons-­‐Graduate 1.40 1.20 1.00 0.80 0.60 0.40 0.20 0.00 -­‐0.20 2004 2008 2014 Local QuesJons-­‐Faculty 2.00 1.50 1.00 0.50 0.00 -­‐0.50 2004 2008 2014