| COMPARISON OF ULG LIBRARIES FOR SPRING 2002 AND SPRING 2003 LIBQUAL SURVEYS* | |||||||||||||
| *some questions changed too much to include 2003 data, one library appears twice | |||||||||||||
| provided by Marquette University for 2002, augmented by Lehigh University for 2003 | |||||||||||||
| note change in sort order from perceived to gap1 | |||||||||||||
| Aggregate: Affect of Service (Sorted by Gap1) | |||||||||||||
| AS-3 | 1. Willingness to help users | ||||||||||||
| Sorted by Gap 1 | |||||||||||||
| Min | Des | Per | Gap 1 | Gap 2 | |||||||||
| Institution J | 5.70 | 7.72 | 6.92 | 1.22 | -0.80 | ||||||||
| Institution I | 5.88 | 7.92 | 7.09 | 1.21 | -0.83 | ||||||||
| Institution B | 6.11 | 8.03 | 7.31 | 1.20 | -0.71 | ||||||||
| Institution G | 5.64 | 7.60 | 6.83 | 1.19 | -0.77 | ||||||||
| Institution C | 6.06 | 7.73 | 7.22 | 1.16 | -0.51 | ||||||||
| Institution P | 6.58 | 7.99 | 7.54 | 0.96 | -0.45 | ||||||||
| Institution A | 6.11 | 8.00 | 7.01 | 0.90 | -1.00 | ||||||||
| Institution O | 6.22 | 7.92 | 7.11 | 0.89 | -0.81 | ||||||||
| Institution N | 6.54 | 8.08 | 7.38 | 0.84 | -0.70 | ||||||||
| Institution Q | 6.32 | 7.85 | 7.10 | 0.78 | -0.75 | ||||||||
| Institution E | 6.26 | 8.08 | 6.92 | 0.66 | -1.16 | ||||||||
| Institution M | 6.81 | 8.17 | 7.42 | 0.61 | -0.75 | ||||||||
| Institution L | 6.70 | 8.13 | 7.19 | 0.49 | -0.94 | ||||||||
| Institution H | 6.04 | 7.88 | 6.40 | 0.37 | -1.48 | ||||||||
| Institution D | 5.87 | 7.89 | 6.23 | 0.36 | -1.66 | ||||||||
| Institution K | 6.81 | 7.90 | 6.85 | 0.04 | -1.05 | ||||||||
| Institution F | 6.30 | 7.88 | 6.27 | -0.02 | -1.60 | ||||||||
| Mean | 6.23 | 7.93 | 6.99 | 0.76 | -0.94 | ||||||||
| AS-7 | 4. Employees who are consistently courteous | ||||||||||||
| Sorted by Gap 1 | |||||||||||||
| Min | Des | Per | Gap 1 | Gap 2 | |||||||||
| Institution P | 6.15 | 8.02 | 7.61 | 1.46 | -0.41 | ||||||||
| Institution I | 6.37 | 8.08 | 7.47 | 1.10 | -0.60 | ||||||||
| Institution B | 6.63 | 8.17 | 7.71 | 1.08 | -0.46 | ||||||||
| Institution J | 6.47 | 8.00 | 7.54 | 1.07 | -0.46 | ||||||||
| Institution G | 6.14 | 7.73 | 7.20 | 1.06 | -0.53 | ||||||||
| Institution C | 6.70 | 7.96 | 7.58 | 0.89 | -0.37 | ||||||||
| Institution N | 6.71 | 8.14 | 7.57 | 0.86 | -0.57 | ||||||||
| Institution Q | 6.39 | 7.92 | 7.24 | 0.85 | -0.68 | ||||||||
| Institution M | 6.77 | 8.14 | 7.49 | 0.72 | -0.65 | ||||||||
| Institution A | 6.79 | 8.12 | 7.50 | 0.71 | -0.62 | ||||||||
| Institution O | 6.34 | 8.01 | 7.05 | 0.71 | -0.96 | ||||||||
| Institution L | 6.85 | 8.18 | 7.39 | 0.54 | -0.79 | ||||||||
| Institution E | 6.92 | 8.31 | 7.46 | 0.53 | -0.85 | ||||||||
| Institution H | 6.68 | 8.14 | 6.89 | 0.21 | -1.25 | ||||||||
| Institution K | 6.82 | 7.91 | 6.86 | 0.04 | -1.05 | ||||||||
| Institution F | 6.90 | 8.26 | 6.86 | -0.04 | -1.40 | ||||||||
| Institution D | 6.51 | 8.00 | 6.37 | -0.13 | -1.63 | ||||||||
| Mean | 6.60 | 8.06 | 7.28 | 0.69 | -0.78 | ||||||||
| AS-4 | 11. Dependability in handling users' service problems | ||||||||||||
| Sorted by Gap | |||||||||||||
| Min | Des | Per | Gap 1 | Gap 2 | |||||||||
| Institution B | 6.61 | 8.08 | 7.42 | 0.81 | -0.65 | ||||||||
| Institution P | 6.43 | 7.86 | 7.12 | 0.69 | -0.74 | ||||||||
| Institution G | 6.17 | 7.71 | 6.84 | 0.68 | -0.86 | ||||||||
| Institution I | 6.32 | 7.99 | 6.99 | 0.67 | -1.00 | ||||||||
| Institution J | 6.32 | 7.82 | 6.99 | 0.67 | -0.83 | ||||||||
| Institution N | 6.54 | 8.01 | 7.20 | 0.66 | -0.81 | ||||||||
| Institution O | 6.23 | 7.86 | 6.87 | 0.64 | -0.99 | ||||||||
| Institution C | 6.50 | 7.76 | 7.12 | 0.62 | -0.64 | ||||||||
| Institution Q | 6.37 | 7.85 | 6.91 | 0.53 | -0.94 | ||||||||
| Institution L | 6.72 | 8.03 | 7.07 | 0.35 | -0.96 | ||||||||
| Institution E | 6.65 | 8.14 | 6.95 | 0.30 | -1.18 | ||||||||
| Institution M | 6.76 | 8.14 | 7.05 | 0.29 | -1.09 | ||||||||
| Institution H | 6.58 | 8.06 | 6.62 | 0.04 | -1.43 | ||||||||
| Institution A | 6.78 | 8.06 | 6.72 | -0.07 | -1.35 | ||||||||
| Institution K | 6.77 | 7.74 | 6.63 | -0.14 | -1.11 | ||||||||
| Institution D | 6.26 | 7.99 | 6.10 | -0.17 | -1.90 | ||||||||
| Institution F | 6.89 | 8.00 | 6.33 | -0.56 | -1.66 | ||||||||
| Mean | 6.52 | 7.95 | 6.88 | 0.35 | -1.07 | ||||||||
| AS-5 | 14. Giving users individual attention | ||||||||||||
| Sorted by Gap1 | |||||||||||||
| Min | Des | Per | Gap 1 | Gap 2 | |||||||||
| Institution B | 5.97 | 7.56 | 7.11 | 1.14 | -0.45 | ||||||||
| Institution N | 5.77 | 7.41 | 6.89 | 1.12 | -0.52 | ||||||||
| Institution P | 5.90 | 7.44 | 6.99 | 1.09 | -0.45 | ||||||||
| Institution I | 5.63 | 7.37 | 6.72 | 1.09 | -0.64 | ||||||||
| Institution C | 5.92 | 7.21 | 6.99 | 1.07 | -0.22 | ||||||||
| Institution O | 5.55 | 7.32 | 6.60 | 1.05 | -0.72 | ||||||||
| Institution J | 5.64 | 7.25 | 6.69 | 1.05 | -0.56 | ||||||||
| Institution G | 5.62 | 7.12 | 6.63 | 1.01 | -0.49 | ||||||||
| Institution Q | 5.58 | 7.15 | 6.56 | 0.98 | -0.59 | ||||||||
| Institution M | 6.07 | 7.61 | 6.91 | 0.84 | -0.70 | ||||||||
| Institution E | 6.17 | 7.68 | 6.83 | 0.66 | -0.85 | ||||||||
| Institution L | 5.92 | 7.29 | 6.56 | 0.64 | -0.73 | ||||||||
| Institution A | 6.40 | 7.56 | 6.91 | 0.51 | -0.66 | ||||||||
| Institution H | 6.00 | 7.49 | 6.34 | 0.34 | -1.15 | ||||||||
| Institution D | 5.74 | 7.32 | 6.07 | 0.33 | -1.24 | ||||||||
| Institution K | 6.23 | 7.40 | 6.51 | 0.28 | -0.89 | ||||||||
| Institution F | 6.45 | 7.59 | 6.31 | -0.14 | -1.28 | ||||||||
| Mean | 5.92 | 7.40 | 6.68 | 0.77 | -0.71 | ||||||||
| AS-8 | 15. Employees who deal with users in a caring fashion | ||||||||||||
| Sorted by Gap1 | |||||||||||||
| Min | Des | Per | Gap 1 | Gap 2 | |||||||||
| Institution B | 6.43 | 7.91 | 7.49 | 1.06 | -0.42 | ||||||||
| Institution I | 6.20 | 7.83 | 7.23 | 1.03 | -0.60 | ||||||||
| Institution J | 6.30 | 7.83 | 7.30 | 1.00 | -0.53 | ||||||||
| Institution P | 6.51 | 7.92 | 7.48 | 0.97 | -0.44 | ||||||||
| Institution N | 6.48 | 7.97 | 7.43 | 0.95 | -0.54 | ||||||||
| Institution G | 5.95 | 7.47 | 6.89 | 0.95 | -0.58 | ||||||||
| Institution C | 6.50 | 7.72 | 7.43 | 0.92 | -0.29 | ||||||||
| Institution Q | 6.15 | 7.68 | 7.03 | 0.88 | -0.65 | ||||||||
| Institution O | 6.10 | 7.79 | 6.90 | 0.80 | -0.89 | ||||||||
| Institution M | 6.46 | 7.85 | 7.21 | 0.75 | -0.64 | ||||||||
| Institution L | 6.64 | 8.00 | 7.27 | 0.63 | -0.73 | ||||||||
| Institution E | 6.78 | 8.17 | 7.31 | 0.53 | -0.86 | ||||||||
| Institution A | 6.67 | 7.89 | 7.18 | 0.51 | -0.71 | ||||||||
| Institution D | 6.14 | 7.74 | 6.28 | 0.14 | -1.46 | ||||||||
| Institution H | 6.53 | 7.97 | 6.66 | 0.14 | -1.31 | ||||||||
| Institution K | 6.80 | 7.73 | 6.75 | -0.05 | -0.98 | ||||||||
| Institution F | 6.87 | 8.00 | 6.61 | -0.26 | -1.40 | ||||||||
| Mean | 6.44 | 7.85 | 7.08 | 0.64 | -0.77 | ||||||||
| AS-6 | 17. Employees who have the knowledge to answer user questions | ||||||||||||
| Sorted by Gap1 | |||||||||||||
| Min | Des | Per | Gap 1 | Gap 2 | |||||||||
| Institution P | 6.73 | 8.05 | 7.48 | 0.75 | -0.57 | ||||||||
| Institution I | 6.60 | 8.25 | 7.33 | 0.72 | -0.93 | ||||||||
| Institution J | 6.59 | 8.13 | 7.30 | 0.71 | -0.83 | ||||||||
| Institution N | 6.67 | 8.12 | 7.36 | 0.69 | -0.76 | ||||||||
| Institution O | 6.41 | 8.03 | 7.07 | 0.66 | -0.96 | ||||||||
| Institution B | 6.82 | 8.33 | 7.44 | 0.61 | -0.89 | ||||||||
| Institution C | 6.89 | 8.17 | 7.48 | 0.59 | -0.69 | ||||||||
| Institution G | 6.52 | 8.11 | 7.06 | 0.54 | -1.06 | ||||||||
| Institution Q | 6.45 | 7.91 | 6.99 | 0.53 | -0.92 | ||||||||
| Institution M | 6.89 | 8.24 | 7.20 | 0.31 | -1.04 | ||||||||
| Institution L | 6.95 | 8.23 | 7.09 | 0.14 | -1.14 | ||||||||
| Institution A | 7.02 | 8.25 | 7.09 | 0.07 | -1.16 | ||||||||
| Institution E | 6.96 | 8.38 | 7.01 | 0.05 | -1.38 | ||||||||
| Institution H | 6.94 | 8.30 | 6.97 | 0.03 | -1.33 | ||||||||
| Institution D | 6.79 | 8.20 | 6.78 | -0.01 | -1.43 | ||||||||
| Institution K | 6.81 | 7.94 | 6.58 | -0.23 | -1.36 | ||||||||
| Institution F | 7.08 | 8.19 | 6.51 | -0.57 | -1.68 | ||||||||
| Mean | 6.77 | 8.17 | 7.10 | 0.33 | -1.07 | ||||||||
| AS-2 | 18. Readiness to respond to users' questions | ||||||||||||
| Sorted by Gap1 | |||||||||||||
| Min | Des | Per | Gap 1 | Gap 2 | |||||||||
| Institution I | 6.57 | 8.17 | 7.51 | 0.94 | -0.66 | ||||||||
| Institution J | 6.51 | 8.03 | 7.40 | 0.89 | -0.62 | ||||||||
| Institution P | 6.65 | 8.00 | 7.54 | 0.89 | -0.46 | ||||||||
| Institution O | 6.17 | 7.93 | 7.04 | 0.87 | -0.89 | ||||||||
| Institution B | 6.76 | 8.24 | 7.62 | 0.86 | -0.62 | ||||||||
| Institution N | 6.54 | 8.12 | 7.39 | 0.85 | -0.73 | ||||||||
| Institution C | 6.75 | 8.01 | 7.56 | 0.81 | -0.45 | ||||||||
| Institution G | 6.46 | 8.00 | 7.22 | 0.76 | -0.78 | ||||||||
| Institution Q | 6.25 | 7.83 | 6.97 | 0.72 | -0.86 | ||||||||
| Institution M | 6.77 | 8.19 | 7.27 | 0.50 | -0.92 | ||||||||
| Institution E | 6.90 | 8.30 | 7.32 | 0.41 | -0.98 | ||||||||
| Institution L | 6.84 | 8.13 | 7.16 | 0.32 | -0.97 | ||||||||
| Institution A | 6.98 | 8.22 | 7.24 | 0.25 | -0.98 | ||||||||
| Institution H | 6.75 | 8.15 | 6.84 | 0.09 | -1.31 | ||||||||
| Institution D | 6.68 | 8.14 | 6.63 | -0.05 | -1.51 | ||||||||
| Institution K | 6.78 | 7.87 | 6.67 | -0.11 | -1.20 | ||||||||
| Institution F | 7.00 | 8.09 | 6.51 | -0.49 | -1.58 | ||||||||
| Mean | 6.67 | 8.08 | 7.17 | 0.50 | -0.91 | ||||||||
| AS-1 | 20. Employees who instill confidence in users | ||||||||||||
| Sorted by Gap1 | |||||||||||||
| Min | Des | Per | Gap 1 | Gap 2 | |||||||||
| Institution P | 5.56 | 7.55 | 6.71 | 1.15 | -0.84 | ||||||||
| Institution B | 5.98 | 7.54 | 7.05 | 1.07 | -0.49 | ||||||||
| Institution C | 5.90 | 7.15 | 6.97 | 1.07 | -0.18 | ||||||||
| Institution I | 5.79 | 7.39 | 6.86 | 1.06 | -0.54 | ||||||||
| Institution O | 5.11 | 7.34 | 6.17 | 1.06 | -1.17 | ||||||||
| Institution N | 5.53 | 7.52 | 6.56 | 1.03 | -0.96 | ||||||||
| Institution G | 5.59 | 7.19 | 6.57 | 0.97 | -0.62 | ||||||||
| Institution Q | 5.18 | 7.20 | 6.12 | 0.94 | -1.08 | ||||||||
| Institution J | 5.84 | 7.35 | 6.74 | 0.90 | -0.62 | ||||||||
| Institution M | 5.81 | 7.69 | 6.54 | 0.73 | -1.15 | ||||||||
| Institution L | 5.79 | 7.63 | 6.37 | 0.58 | -1.26 | ||||||||
| Institution E | 6.38 | 7.78 | 6.90 | 0.52 | -0.88 | ||||||||
| Institution A | 6.35 | 7.57 | 6.81 | 0.45 | -0.76 | ||||||||
| Institution D | 5.56 | 7.12 | 5.87 | 0.30 | -1.25 | ||||||||
| Institution H | 6.17 | 7.56 | 6.47 | 0.30 | -1.09 | ||||||||
| Institution K | 5.78 | 7.39 | 5.79 | 0.01 | -1.60 | ||||||||
| Institution F | 6.62 | 7.77 | 6.43 | -0.19 | -1.35 | ||||||||
| Mean | 5.82 | 7.46 | 6.52 | 0.70 | -0.93 | ||||||||
| AS-9 | 24. Employees who understand the needs of their users | ||||||||||||
| Sorted by Gap1 | |||||||||||||
| Min | Des | Per | Gap 1 | Gap 2 | |||||||||
| Institution J | 6.29 | 7.87 | 7.21 | 0.91 | -0.66 | ||||||||
| Institution B | 6.55 | 8.02 | 7.42 | 0.87 | -0.60 | ||||||||
| Institution N | 6.41 | 7.94 | 7.28 | 0.87 | -0.66 | ||||||||
| Institution Q | 6.14 | 7.70 | 6.96 | 0.82 | -0.74 | ||||||||
| Institution C | 6.48 | 7.78 | 7.29 | 0.81 | -0.48 | ||||||||
| Institution O | 6.21 | 7.90 | 6.99 | 0.78 | -0.91 | ||||||||
| Institution I | 6.30 | 7.95 | 7.07 | 0.77 | -0.89 | ||||||||
| Institution P | 6.55 | 7.95 | 7.28 | 0.73 | -0.67 | ||||||||
| Institution G | 6.11 | 7.69 | 6.72 | 0.61 | -0.98 | ||||||||
| Institution M | 6.62 | 8.01 | 7.09 | 0.47 | -0.92 | ||||||||
| Institution L | 6.64 | 8.05 | 6.95 | 0.31 | -1.10 | ||||||||
| Institution A | 6.74 | 7.98 | 6.99 | 0.25 | -0.98 | ||||||||
| Institution E | 6.69 | 8.17 | 6.91 | 0.22 | -1.26 | ||||||||
| Institution H | 6.56 | 8.03 | 6.64 | 0.08 | -1.39 | ||||||||
| Institution K | 6.63 | 7.74 | 6.62 | -0.01 | -1.12 | ||||||||
| Institution D | 6.28 | 7.84 | 6.25 | -0.03 | -1.59 | ||||||||
| Institution F | 7.04 | 8.20 | 6.44 | -0.60 | -1.77 | ||||||||
| Mean | 6.49 | 7.93 | 6.95 | 0.46 | -0.98 | ||||||||
| Aggregate: Library as Place | |||||||||||||
| LP-1 | 2. Space that facilitates quiet study | ||||||||||||
| Sorted by Gap1 | |||||||||||||
| Min | Des | Per | Gap 1 | Gap 2 | |||||||||
| Institution B | 6.20 | 7.80 | 7.30 | 1.10 | -0.50 | ||||||||
| Institution G | 5.65 | 7.18 | 6.47 | 0.82 | -0.71 | ||||||||
| Institution O | 6.29 | 7.99 | 7.02 | 0.73 | -0.97 | ||||||||
| Institution C | 6.06 | 7.49 | 6.79 | 0.72 | -0.70 | ||||||||
| Institution P | 6.44 | 7.81 | 7.07 | 0.63 | -0.74 | ||||||||
| Institution N | 6.42 | 7.97 | 6.96 | 0.54 | -1.01 | ||||||||
| Institution I | 5.84 | 7.55 | 6.38 | 0.54 | -1.17 | ||||||||
| Institution M | 6.31 | 7.68 | 6.84 | 0.53 | -0.84 | ||||||||
| Institution A | 6.57 | 7.80 | 7.05 | 0.48 | -0.75 | ||||||||
| Institution J | 5.84 | 7.66 | 6.26 | 0.42 | -1.39 | ||||||||
| Institution H | 6.15 | 7.68 | 6.48 | 0.34 | -1.20 | ||||||||
| Institution Q | 6.27 | 7.91 | 6.60 | 0.33 | -1.31 | ||||||||
| Institution E | 6.15 | 7.67 | 6.46 | 0.31 | -1.20 | ||||||||
| Institution L | 6.50 | 7.82 | 6.63 | 0.13 | -1.19 | ||||||||
| Institution D | 5.94 | 7.69 | 5.63 | -0.31 | -2.06 | ||||||||
| Institution K | 6.34 | 7.64 | 5.79 | -0.55 | -1.85 | ||||||||
| Institution F | 6.56 | 7.97 | 5.38 | -1.18 | -2.58 | ||||||||
| Mean | 6.21 | 7.72 | 6.54 | 0.33 | -1.19 | ||||||||
| NA | 10. A haven for quiet and solitude | ||||||||||||
| Sorted by Perceived | |||||||||||||
| Min | Des | Per | Gap 1 | Gap 2 | |||||||||
| Institution B | 6.24 | 7.70 | 7.24 | 1.00 | -0.46 | ||||||||
| Institution C | 6.04 | 7.30 | 6.90 | 0.86 | -0.39 | ||||||||
| Institution A | 6.48 | 7.57 | 6.85 | 0.38 | -0.72 | ||||||||
| Institution H | 6.29 | 7.67 | 6.48 | 0.20 | -1.19 | ||||||||
| Institution G | 5.64 | 6.97 | 6.45 | 0.81 | -0 | ||||||||