Reliability and Validity of 2004 LibQUAL+™ Scores for Different Language Translations

Martha KyrillidouColleen Cook

Bruce Thompson

ALA Annual ConferenceChicago, IL

June 26, 2005old.libqual.org

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Goals of LibQUAL+™

• Foster a culture of excellence in providing library service

• Help libraries better understand user perceptions of library service quality

• Collect and interpret library user feedback systematically over time

• Provide libraries with comparable assessment information from peer institutions

• Identify best practices in library service• Enhance library staff members' analytical skills

for interpreting and acting on data

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LibQUAL+™ 2003 Summary United Kingdom

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LibQUAL+™ 2004 by the Numbers

Libraries SurveysTotal 202 112,551American English 169 86,195

College or University 121 74,660Academic Law 23 4,244Academic Health Sciences 12 4,077Hospital 7 1,113Community College 3 771Family History 1 784Smithsonian Institution 1 459Public 1 87

British English 22 22,039College or University 18 20,517European Business 4 1,522

French Canadian 1 458Continental French 1 335Dutch/Dutch English 2 398Swedish/Swedish English 7 3,126ARL 57 33,035

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LibQUAL+™ International Participation

• Countries: Canada, the U.K., France, the Netherlands, Sweden, Australia

• Languages: American English, British English, Swedish, Dutch, French, French Canadian

• Consortia: SCONUL (Society of College, National, & University Libraries – U.K.), EBSLG (European Business Schools Librarians’ Group)

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World LibQUAL+™ Survey

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Participants by language

  Years

Language 2000 2001 2002 2003 2004

American English 13 42 164 285 170

British English       20 21

Continental French         1

Dutch         1

Dutch English       1 1

French Canadian       2 1

Swedish         5

Swedish English         2

TOTAL 13 42 164 308 202

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LibQUAL+™ Languages

American English

Dutch EnglishSwedish EnglishFrench Canadian

DutchSwedish

American English

British English

French Canadian

Dutch

Swedish

Languages

Continental French

British English

Continental French

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Standard Translation

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LibQUAL+™ Web Interface: Mapping Survey Items

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Cronbach's for 2004 Scale Scores n AffServ LibPlace Info_Con

American Eng 30,706 .9426 .8816 .9056

British Eng 10,086 .9256 .8398 .8756

Canadian Fr 266 .9294 .8633 .8506

Continent Fr 229 .9145 .8055 .8501

Dutch 126 .9041 .8528 .8788

Swedish 1,262 .9499 .8347 .9073

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LibQUAL+TM Total Scores 2004

n American Eng 30,706 .9557

British Eng 10,086 .9412

Canadian Fr 266 .9349

Continent Fr 229 .9173

Dutch 126 .9057

Swedish 1,262 .9530

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American English (n=30,706)AS01 Employees instill confidence in users 0.71727 0.24860 0.18210

AS04 Giving users individual attention 0.71190 0.24685 0.20260

AS06 Employees are consistently courteous 0.79755 0.19228 0.19451

AS09 Readiness to respond to users^ questions 0.75566 0.30517 0.24028

AS11 Employees have knowledge to answer user questions 0.71559 0.35878 0.21813

AS13 Employees deal with users in a caring fashion 0.80969 0.24385 0.25478

AS15 Employees understand the needs of their users 0.73458 0.36453 0.25152

AS18 Willingness to help users 0.77821 0.31325 0.23487

AS22 Dependability handling users^ service problems 0.64297 0.39274 0.25943

LP03 Lib space that inspires study and learning 0.21002 0.20456 0.79704

LP08 Quiet space for individual activities 0.22955 0.19945 0.77358

LP12 A comfortable and inviting location 0.28904 0.23860 0.73978

LP17 A getaway for study, learning, or research 0.25337 0.34560 0.73198

LP21 Comm space for group learning and group study 0.20151 0.27900 0.68609

IC02 Making elec resources access home or office 0.21305 0.69126 0.12656

IC05 Lib Web site enabling locate info on my own 0.27278 0.69294 0.19427

IC07 The printed lib materials I need for work 0.32075 0.54528 0.34269

IC10 The elec info resources I need 0.30325 0.73892 0.22903

IC14 Mod equip lets me easily access needed info 0.32448 0.59265 0.36892

IC16 Easy access tools allow find things on my own 0.37344 0.67418 0.28281

IC19 Making info easily access for independent use 0.40478 0.66645 0.30582

IC20 Pr and/or elec journal coll require for work 0.24443 0.70126 0.28204

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British English (n=10,086)AS01 Employees instill confidence in users 0.69880 0.23954 0.15054

AS04 Giving users individual attention 0.65775 0.19512 0.20928

AS06 Employees are consistently courteous 0.78654 0.14764 0.17040

AS09 Readiness to respond to users^ questions 0.71782 0.29598 0.20843

AS11 Employees have knowledge to answer user questions 0.67403 0.33537 0.20267

AS13 Employees deal with users in a caring fashion 0.80530 0.18518 0.22729

AS15 Employees understand the needs of their users 0.72267 0.33923 0.21210

AS18 Willingness to help users 0.77703 0.28984 0.21710

AS22 Dependability handling users^ service problems 0.62345 0.37863 0.20837

LP03 Lib space that inspires study and learning 0.18617 0.18932 0.79020

LP08 Quiet space for individual activities 0.13865 0.16505 0.77582

LP12 A comfortable and inviting location 0.28530 0.22805 0.72189

LP17 A getaway for study, learning, or research 0.24843 0.29563 0.76764

LP21 Comm space for group learning and group study 0.18256 0.15581 0.56469

IC02 Making elec resources access home or office 0.15271 0.64282 0.07780

IC05 Lib Web site enabling locate info on my own 0.24082 0.67536 0.13846

IC07 The printed lib materials I need for work 0.31896 0.46034 0.38960

IC10 The elec info resources I need 0.24962 0.72897 0.20539

IC14 Mod equip lets me easily access needed info 0.31127 0.58825 0.35423

IC16 Easy access tools allow find things on my own 0.34734 0.64917 0.23640

IC19 Making info easily access for independent use 0.38579 0.65174 0.28373

IC20 Pr and/or elec journal coll require for work 0.21926 0.66595 0.27799

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Canadian French (n=266)

AS01 Employees instill confidence in users 0.73863 0.09883 0.16487

AS04 Giving users individual attention 0.62103 0.13216 0.22017

AS06 Employees are consistently courteous 0.78091 0.17653 0.05171

AS09 Readiness to respond to users^ questions 0.75136 0.28341 0.16035

AS11 Employees have knowledge to answer user questions 0.74111 0.19899 0.25165

AS13 Employees deal with users in a caring fashion 0.77709 0.32112 0.21831

AS15 Employees understand the needs of their users 0.76709 0.26660 0.27808

AS18 Willingness to help users 0.82123 0.23833 0.10307

AS22 Dependability handling users^ service problems 0.68335 0.32851 0.26546

LP03 Lib space that inspires study and learning 0.22361 0.73999 0.14417

LP08 Quiet space for individual activities 0.24703 0.71016 0.08446

LP12 A comfortable and inviting location 0.22338 0.80911 0.11506

LP17 A getaway for study, learning, or research 0.17924 0.80354 0.25087

LP21 Comm space for group learning and group study 0.25165 0.67121 0.13038

IC02 Making elec resources access home or office 0.02293 0.08254 0.69242

IC05 Lib Web site enabling locate info on my own 0.27245 0.02506 0.64826

IC07 The printed lib materials I need for work 0.29354 0.43532 0.37566

IC10 The elec info resources I need 0.22312 0.40164 0.63865

IC14 Mod equip lets me easily access needed info 0.25819 0.50208 0.43301

IC16 Easy access tools allow find things on my own 0.30216 0.15335 0.73939

IC19 Making info easily access for independent use 0.34712 0.14566 0.71351

IC20 Pr and/or elec journal coll require for work 0.02632 0.41433 0.60758

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Continental French (n=229)

AS01 Employees instill confidence in users 0.69653 0.19541 0.07195

AS04 Giving users individual attention 0.56512 0.32030 0.08096

AS06 Employees are consistently courteous 0.79750 0.04211 0.24734

AS09 Readiness to respond to users^ questions 0.83946 0.09153 0.13849

AS11 Employees have knowledge to answer user questions 0.64590 0.35183 0.11111

AS13 Employees deal with users in a caring fashion 0.84650 0.22475 0.02517

AS15 Employees understand the needs of their users 0.77283 0.30490 0.07437

AS18 Willingness to help users 0.77146 0.20534 0.08630

AS22 Dependability handling users^ service problems 0.66737 0.36365 0.06141

LP03 Lib space that inspires study and learning 0.07606 0.12694 0.76630

LP08 Quiet space for individual activities 0.14997 -0.00691 0.73399

LP12 A comfortable and inviting location 0.08099 0.19719 0.75726

LP17 A getaway for study, learning, or research 0.12362 0.26277 0.72120

LP21 Comm space for group learning and group study 0.02113 0.26809 0.62378

IC02 Making elec resources access home or office 0.06541 0.71606 0.08991

IC05 Lib Web site enabling locate info on my own 0.18490 0.68757 0.21053

IC07 The printed lib materials I need for work 0.32196 0.52317 0.35785

IC10 The elec info resources I need 0.22991 0.74714 0.14412

IC14 Mod equip lets me easily access needed info 0.26494 0.51122 0.33970

IC16 Easy access tools allow find things on my own 0.43561 0.58826 0.19004

IC19 Making info easily access for independent use 0.32691 0.58377 0.18020

IC20 Pr and/or elec journal coll require for work 0.34403 0.53941 0.11130

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Dutch (n=126)

AS01 Employees instill confidence in users 0.74318 0.00402 -0.00972

AS04 Giving users individual attention 0.74856 0.25311 0.13842

AS06 Employees are consistently courteous 0.84574 0.07028 0.06720

AS09 Readiness to respond to users^ questions 0.73166 0.15189 0.08746

AS11 Employees have knowledge to answer user questions 0.71162 0.26065 0.13972

AS13 Employees deal with users in a caring fashion 0.76160 0.25799 0.20674

AS15 Employees understand the needs of their users 0.44995 0.37721 0.15616

AS18 Willingness to help users 0.78382 0.17162 0.06237

AS22 Dependability handling users^ service problems 0.66573 0.28076 0.17591

LP03 Lib space that inspires study and learning 0.15586 0.18978 0.76607

LP08 Quiet space for individual activities 0.05699 0.05822 0.81605

LP12 A comfortable and inviting location 0.29417 0.20952 0.67277

LP17 A getaway for study, learning, or research 0.23744 0.08525 0.81706

LP21 Comm space for group learning and group study -0.05946 0.03587 0.81185

IC02 Making elec resources access home or office 0.13769 0.63305 0.17682

IC05 Lib Web site enabling locate info on my own 0.08300 0.81676 0.01141

IC07 The printed lib materials I need for work 0.37620 0.56264 0.24276

IC10 The elec info resources I need 0.15384 0.73607 0.04932

IC14 Mod equip lets me easily access needed info 0.21049 0.70213 0.18129

IC16 Easy access tools allow find things on my own 0.19920 0.75222 0.01908

IC19 Making info easily access for independent use 0.21331 0.75234 0.04761

IC20 Pr and/or elec journal coll require for work 0.09696 0.75638 0.10949

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Swedish (n=1,262)

AS01 Employees instill confidence in users 0.79599 0.19558 0.15766

AS04 Giving users individual attention 0.69506 0.22000 0.20302

AS06 Employees are consistently courteous 0.81611 0.23667 0.16861

AS09 Readiness to respond to users^ questions 0.79354 0.27369 0.18446

AS11 Employees have knowledge to answer user questions 0.77023 0.31213 0.21969

AS13 Employees deal with users in a caring fashion 0.85615 0.18750 0.21054

AS15 Employees understand the needs of their users 0.78192 0.34290 0.20502

AS18 Willingness to help users 0.81578 0.25384 0.19534

AS22 Dependability handling users^ service problems 0.68292 0.35649 0.21999

LP03 Lib space that inspires study and learning 0.22670 0.28663 0.72828

LP08 Quiet space for individual activities 0.26982 0.18404 0.74211

LP12 A comfortable and inviting location 0.40077 0.28642 0.46485

LP17 A getaway for study, learning, or research 0.21757 0.24458 0.79913

LP21 Comm space for group learning and group study 0.09171 0.24133 0.71012

IC02 Making elec resources access home or office 0.19050 0.73098 0.12808

IC05 Lib Web site enabling locate info on my own 0.21877 0.74250 0.20967

IC07 The printed lib materials I need for work 0.41390 0.47900 0.33634

IC10 The elec info resources I need 0.28379 0.75819 0.21343

IC14 Mod equip lets me easily access needed info 0.39903 0.56998 0.36441

IC16 Easy access tools allow find things on my own 0.27711 0.73335 0.27892

IC19 Making info easily access for independent use 0.37120 0.65026 0.31834

IC20 Pr and/or elec journal coll require for work 0.26385 0.68727 0.25782

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Scale with Total Score Correlations

American British

Lib_TOTL Lib_TOTL

Aff_Serv .8798 .8886

(81852) (21530)

LibPlace .6978 .7455

(81852) (21530)

Info_Con .8976 .8836

(81852) (21530)

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r of Gap with Perception Scores

American British

Lib_TOTL Lib_TOTL

AdqGAP .4874 .5358

(81852) (21530)

SupGAP .6943 .6970

(81852) (21530)

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Validity Coefs(American Eng)

Aff_Serv LibPlace Info_Con

Outcome .5278 .4403 .5993

(81705) (81705) (81705)

Satisfact .7093 .4871 .6687

(81783) (81783) (81783)

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Validity Coefs(American Eng)

LibqTOT

Outcome .6252

(81705)

Satisfact .7565

(81783)

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Validity Coefs(British Eng)

Aff_Serv LibPlace Info_Con

Outcome .4856 .4593 .5575

(21496) (21496) (21496)

Satisfact .6910 .4872 .6224

(21505) (21505) (21505)

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Validity Coefs(British Eng)

LibqTOT

Outcome .5875

(21496)

Satisfact .7232

(21505)

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References

• Thompson, B. (Ed.). (2003). Score reliability: Contemporary thinking on reliability issues. Newbury Park, CA: Sage.

• Thompson, B. (2004). Exploratory and confirmatory factor analysis: Understanding concepts and applications. Washington, DC: American Psychological Association.

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LibQUAL+™ Resources

• LibQUAL+™ Website:http://www.libqual.org

• Publications: http://www.libqual.org/publications

• Events and Training: http://www.libqual.org/events

• LibQUAL+™ Bibliography: http://www.coe.tamu.edu/~bthompson/servqbib

• LibQUAL+™ Procedures Manual: http://www.libqual.org/Information/Manual/index.cfm