Comparing Service Priorities Between Staff and Users in Association of Research Libraries (ARL) Member Libraries

Thumbnail Image

Files

Jaggars_Jaggars_Duffy_portal_9_4.pdf (444.22 KB)

Date

2009

Authors

Journal Title

Journal ISSN

Volume Title

Publisher

Johns Hopkins University Press

Research Projects

Organizational Units

Journal Issue

Abstract

Using the results for participating Association of Research Libraries from the 2006 LibQUAL+® library service quality survey, we examine the service priorities of library staff (for example, whether desired scores for each survey item are above or below average) and the extent to which they are aligned with the priorities of undergraduates, graduate students, and faculty. Item priorities were compared among the four groups using hierarchical linear modeling (HLM) to correct for the non-independence of responses within institutions. Results indicate that substantial misalignments between library staff and users exist; library staff set a lower service priority for most LibQUAL+® Information Control items and a higher priority on almost all Affect of Service items than did users.

Description

Keywords

Library science, Library assessment, LibQUAL+, Service quality assessment, Library management, Association of Research Libraries

Citation

Jaggars, Damon E., Shanna Smith Jaggars, and Jocelyn S. Duffy. "Comparing Service Priorities Between Staff and Users in Association of Research Libraries (ARL) Member Libraries." portal: Libraries and the Academy 9, no. 4 (2009): 441-452. https://doi.org/10.1353/pla.0.0076

URI

http://hdl.handle.net/1811/90855

Collections

Research, Publications, and Presentations (The Ohio State University Libraries)