NUS Libraries' LibQUAL+™ Survey

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NUS Libraries LibQUAL+™ Survey Results
Summary Report

Survey Period

2^nd March 2009 – 27^th March 2009

Survey Population

All NUS students and staff. Total of 44,404 emails were sent on 2^nd March 2009.

Survey Response

A total of 5,622 completed surveys were received where 207 of them were found to be invalid. The breakdown by user group is shown in chart below:

Summarized Survey Results

Core questions

The 22 core survey items measure user perceptions of service quality in three dimensions: Affect of Service, Information Control, and Library as Place.

Affect of Service measures how well library staff interacts with and provide direct services to users. Information Control measures the availability and accessibility of print and electronic collections and resources. Library as Place measures comfort and effectiveness of library facilities.

Overall, the results indicate that NUS Libraries is currently meeting the minimum expectations of the main user groups - undergraduates, graduate students and academic staff.

This following chart illustrates the minimum you expected compared with the level you think we are performing.

In general, undergraduates desire more space in the library, while academic staff members desire more complete collections and improvement of access to online material. The graduate students want a mix of what undergraduates and academic staff desire.

Respondents’ Comments:

The chart below shows a summary of all the positive and negative comments:

From the 2,253 comments received in the open ended section of survey, about 1,838 were useful information. The comments were coded and analyzed and would help us to understand your concerns. We hope to find solutions to address some of your concerns by maximizing the resources we currently have.

We will post more information after we have fully analyzed and benchmark the information gathered.

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Last updated: 22-05-2009