Improving library service quality to graduate students: LibQual+™ survey results in a practical setting

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Volumn 6, Issue 1, 2006, Pages 59-77

  Jankowska, Maria Anna ^a   Hertel, Karen ^a   Young, Nancy J ^a  

^a UNIVERSITY OF IDAHO   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 32344436846     PISSN: 15312542     EISSN: None     Source Type: Journal    
DOI: 10.1353/pla.2006.0005     Document Type: Review

References (40)

1. Eileen E. Hitchingham and Donald Kenney, "Extracting Meaningful Measures of User Satisfaction From LibQual+™ for the University Libraries at Virginia Tech," Performance Measurement and Metrics 3, 2 (2002): 57.
2. Ibid.
3. Maria A. Jankowska, "Identifying University Professors' Information Needs in the Challenging Environment of Information and Communication Technologies," Journal of Academic Librarianship 31, 1 (January 2004): 51-66.
4. Christine A. Barry, "Information Skills for an Electronic World: Training Doctoral Research Students," Journal of Information Science 23, 3 (1997): 225-38.
5. Abraham A. Azubuike and Monica A. Greaves, "The Reference Services of a Research Library," International Library Review 21, 4 (1989): 337-16;
6. Carlette Washington-Hoagland and Leo Clougherty, "Identifying the Resource and Service Needs of Graduate and Professional Students: The University of Iowa User Needs of Graduate Professional Series," portal: Libraries and the Academy 2, 1 (January 2002): 125-43.
7. Virginia Eagan, "Information Needs, Sources, and Accessibility Requirements of Pharmacy Students Learning in Off-Campus Settings"(master's thesis, University of North Carolina, 1994).
8. Dennis Dillon, "Strategic Marketing of Electronic Resources," The Acquisitions Librarian 14, 28 (2002): 124.
9. Patricia Davitt Maughan, "Library Resources and Services: A Cross-Disciplinary Survey of Faculty and Graduate Student Use and Satisfaction," Journal of Academic Librarianship 25, 5 (1999): 354-66.
10. Yvonna S. Lincoln, "Insights into Library Services and Users from Qualitative Research," Library & Information Science Research 24, 1 (2002): 10.
11. Colleen Cook and Fred Heath, "Users' Perceptions of Library Service Quality: A LibQUAL+ Qualitative Study," Library Trends 49, 4 (Spring 2001): 553.
12. Lincoln, 12.
13. Dillon, 117-34.
14. Marilyn M. Parrish, Analysis of Graduate Student Research at Bowling Green State University (Ohio: Bowling Green State University, 1989), ED 309 771.
15. Rosemary Green and Mary Bowser, "Managing Thesis Anxiety: A Faculty-Librarian Partnership to Guide Off-Campus Graduate Education Students Through the Thesis Process," Journal of Library Administration 37, 3/4 (2002): 351.
16. John Butler, "From the Margins to the Mainstream: Developing Library Support for Distance Learning," LibraryLine: An Occasional Newsletter of the University of Minnesota Libraries-Twin Cities 8, 4 (May 1997): 1-4.
17. Carol J. Tipton, "Graduate Students' Perceptions of Library Support Services for Distance Learners: A University System-Wide Study," Journal of Library Administration 32, 1/2 (2001): 393-408.
18. Lawrence M. Rudner, Marie Miller-Whitehead, and Jennifer S. Gellmann, "Who Is Reading On-line Education Journals? Why? And What Are They Reading?" D-Lib Magazine 8, 12 (December 2002), http://www.dlib.org/dlib/december02/rudner/12rudner.html (accessed September 27, 2005);
19. Donald W. King and Carol Hansen Montgomery, "After Migration to an Electronic Journal Collection," D-Lib Magazine 8, 12 (December 2002), http://www.dlib.org/dlib/december02/king/12king.html (accessed September 27, 2005).
20. SuperJournal, "SuperJournal Baseline Studies Report" (Oxford: eLib Programme, 1999), http://www.superjournal.ac.uk/sj/baserept.htm (accessed September 27, 2005).
21. Amy Friedlander, "Dimensions and Use of the Scholarly Information Environment: Introduction to a Data Set Assembled by the Digital Library Federation and Outsell, Inc.," Council on Library and Information Resources (Washington, D.C.: Digital Library Federation and Council on Library and Information Resources, November 2002), http:// www.clir.org/pubs/reports/pub110/contents.html (accessed September 27, 2005).
22. Lincoln, 11.
23. Rowena Cullen, "Benchmarking: Overview and Context" (paper, World Library and Information Congress: 69th IFLA General Conference and Council, Berlin, August 1-9, 2003) http://www.ifla.org/IV/ifla69/papers/015e-Cullen.pdf (accessed September 27, 2005).
24. Graduate Studies Home Page, University of Idaho, http://www.grad.uidaho.edu/ default.aspx?pid=32278 (accessed September 27, 2005).
25. LibQual+™ Spring 2004 Survey: University of Idaho (Washington, D.C.: Association of Research Libraries, 2004), 10.
26. Ibid., 13.
27. Colleen Cook, Fred Heath, and Bruce Thompson, "A LibQUAL+™ Primer," ARL Bimonthly Report 230/231 (October/December 2003), http://www.arl.org/newsltr/230/ lqprimer.html (accessed September 27, 2005).
28. Thompson, Bruce, "LibQUAL+™ Spring 2004, Selected Norms, " http:// www.coe.tamu.edu/~bthompson/libq2004.htm#15 (accessed September 29.2005).
29. Cook and Heath, 559.
30. Lincoln, 10.
31. Richard A. Krueger and Mary Anne Casey, Focus Group: A Practical Guide for Applied Research, 3rd ed. (Thousand Oaks, CA: Sage, 2000), 24.
32. Cook and Heath, 573.
33. Note that all misspellings and grammatical errors were present in the original comments. All comments are anonymous.
34. Note that the University of Idaho Library houses two computer labs that are staffed by IT employees.
35. Cook and Heath, 570.
36. Mike Meldrum and Malcolm McDonald, Key Marketing Concepts (London: Macmillan Press, 1995), 3.
37. Karyle Butcher, Steve Smith, and Steven D. Zink, "An External Review of the Library and Information Technology Self-Study Report and Related Documentation, University of Idaho" (October 2003); 2004 Northwest Commission on Colleges and Universities (NWCCU) accreditation process; and ongoing focus group sessions in collaboration with Information Technology Services.
38. Susan Smith, "How to Create a Plan to Deliver Great Customer Service," in Best Practice in Customer Service, ed. Ron Zemke and John A. Woods (New York: AMACOM, 1999), 55.
39. Cullen, "Perspectives on User Satisfaction Surveys," Library Trends 49, 4 (Spring 2001): 679.
40. Diane T. Johnson, "Focus on the Library Customer: Revelation, Revolution" or Redundancy?" Library Trends 43, 3 (1995): 323.