LibQual+ 2004
Comparison of VCU Undergrad, Grad Student, & Faculty Gap Scores
| LIBQUAL SURVEY QUESTIONS |
UNDERGRADS |
GRAD STUDENTS | FACULTY | |
|---|---|---|---|---|
| Gap score | Gap score | Gap score | ||
Service experience |
||||
| AS-1 | Employees who instill confidence in users | 1.10 | 0.25 | 0.42 |
| AS-2 | Giving users individual attention | 0.57 | 0.24 | 0.54 |
| AS-3 | Employees who are consistently courteous | -0.07 | 0.02 | 0.35 |
| AS-4 | Readiness to respond to users' questions | 0.31 | -0.10 | 0.21 |
| AS-5 | Employees who have the knowledge to answer user questions | 0.47 | 0.10 | 0.19 |
| AS-6 | Employees who deal with users in a caring fashion | 0.04 | 0.08 | 0.47 |
| AS-7 | Employees who understand the needs of their users | 0.65 | 0.15 | 0.11 |
| AS-8 | Willingness to help users | 0.47 | 0.06 | 0.37 |
| AS-9 | Dependability in handling users' service problems | 0.12 | -0.50 | -0.19 |
| Collections and access to library materials |
||||
| IC-1 | Making electronic resources accessible from my home or office | 1.10 | 0.11 | -0.40 |
| IC-2 | A library Web site enabling me to locate information on my own | 0.33 | -0.22 | -0.40 |
| IC-3 | The printed library materials I need for my work | 0.10 | -0.30 | -0.76 |
| IC-4 | The electronic information resources I need | 0.35 | -0.33 | -0.42 |
| IC-5 | Modern equipment that lets me easily access needed information | 0.16 | -0.13 | 0.03 |
| IC-6 | Easy-to-use access tools that allow me to find things on my own | 0.38 | -0.39 | -0.31 |
| IC-7 | Making information easily accessible for independent use | 0.10 | -0.27 | 0.10 |
| IC-8 | Print and/or electronic journal collections I require for my work | 0.25 | -0.53 | -1.27 |
| IC-9 | Comprehensive collections of fulltext articles online | 0.14 | -0.83 | -0.81 |
| IC-10 | Ease of use of electronic resources | 0.14 | 0.05 | -0.26 |
| IC-11 | Efficient interlibrary loan / document delivery | 0.69 | -0.06 | -0.76 |
| Library as Place | ||||
| LP-1 | Library space that inspires study and learning | -0.32 | -0.63 | -0.30 |
| LP-2 | Quiet space for individual activities | 0.12 | -0.39 | -0.64 |
| LP-3 | A comfortable and inviting location | 0.37 | -0.25 | 0.44 |
| LP-4 | A getaway for study, learning, or research | 0.15 | -0.30 | 0.00 |
| LP-5 | Community space for group learning and group study | 1.24 | 0.55 | 1.13 |
| LP-6 | Convenient service hours | 0.33 | -0.25 | 0.30 |
| LP-7 | A safe and secure place | -0.03 | -0.26 | 0.06 |
| Overall: | 0.34 | -0.15 | -0.07 | |
| What is a gap score? Gap scores express the difference between a user's perceived level of service or collection quality and their minimum expectation for services and collections. A negative gap score on an item, shown as a negative number in red here, indicates that the user perceives services or collections to be less than the user's minimal expectation for those services or collections. | ||||