Library Service Quality Survey Welcome! We are committed to improving your library services. Better understanding your expectations will help us tailor those services to your needs. We are conducting this survey to measure library service quality and identify best practices through the Association of Research Libraries' LibQUAL+® program. Please answer all items. Thank you for your participation! Please rate the following statements (1 is lowest, 9 is highest) by indicating: Minimum -- the number that represents the minimum level of service that you would find acceptable Desired -- the number that represents the level of service that you personally want Perceived -- the number that represents the level of service that you believe our library currently provides For each item, you must EITHER rate the item in all three columns OR identify the item as "N/A" (not applicable). Selecting "N/A" will override all other answers for that item. My Minimum Service Level Is When it comes to... Low My Desired Service Level Is High Low Perceived Service Performance Is High Low High N/A 1) Employees who instill confidence in users 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 2) Making electronic resources accessible from my home or office 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 N/A N/A 3) Library space that inspires study and learning 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 N/A 4) Giving users individual attention 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 5) A library Web site enabling me to locate information on my own 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 6) Availability of assistance to improve my research skills 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 N/A N/A N/A 7) Employees who are consistently courteous 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 N/A 8) The printed library materials I need for my work 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 9) Quiet space for individual activities 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 10) Readiness to respond to users' questions 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 N/A N/A N/A 11) The electronic information resources I need 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 12) Availability of assistance in addressing issues of copyright and plagiarism 13) Employees who have the knowledge to answer user questions 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 14) Reliable mix of technology to help me complete my work 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 N/A N/A 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 N/A N/A 15) A comfortable and inviting location 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 16) Employees who deal with users in a caring fashion 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 17) Modern equipment that lets me easily access needed information 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 18) Library materials available when and where I need them 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 N/A N/A N/A N/A 19) Employees who understand the needs of their users 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 20) Easy-to-use access tools that allow me to find things on my own 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 21) A getaway for study, learning, or research 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 N/A N/A N/A 22) Willingness to help users 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 N/A 23) Making information easily accessible for independent use 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 24) Print and/or electronic journal collections I require for my work 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 25) Community space for group learning and group study 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 N/A N/A N/A 26) Access to materials from other libraries (Interlibrary Loan) 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 27) Dependability in handling users' service problems 123 4 5 6 7 8 9 123 4 5 6 7 8 9 12 3 4 5 6 7 8 9 N/A N/A Please indicate the degree to which you agree with the following statements: 28) The library helps me stay abreast of developments in my field(s) of interest. 1 2 3 4 5 6 7 8 9 Strongly Disagree 29) The library aids my advancement in my academic discipline or work. Strongly Agree 1 2 3 4 5 6 7 8 9 Strongly Disagree Strongly Agree 30) The library enables me to be more efficient in my academic pursuits or work. 1 2 3 4 5 6 7 8 9 Strongly Disagree 31) The library helps me distinguish between trustworthy and untrustworthy information. Strongly Agree 1 2 3 4 5 6 7 8 9 Strongly Disagree 32) The library provides me with the information skills I need in my work or study. Strongly Agree 1 2 3 4 5 6 7 8 9 Strongly Disagree 33) In general, I am satisfied with the way in which I am treated at the library. Strongly Agree 1 2 3 4 5 6 7 8 9 Strongly Disagree 34) In general, I am satisfied with library support for my learning, research, and/or teaching needs. Strongly Agree 1 2 3 4 5 6 7 8 9 Strongly Disagree 35) How would you rate the overall quality of the service provided by the library? Strongly Agree 1 2 3 4 5 6 7 8 9 Extremely Poor Extremely Good Please indicate your library usage patterns: 36) How often do you use resources on library premises? Daily Weekly Monthly Quarterly Never 37) How often do you access library resources through a library Web page? Daily Weekly Monthly Quarterly Never 38) How often do you use YahooTM, GoogleTM, or non-library gateways for information? Daily Weekly Monthly Quarterly Never Please answer a few questions about yourself: 39) The library that you use most often: Clarion (Carlson) Venango (Suhr) Online only 40) Age: Under 18 18 - 22 23 - 30 31 - 45 46 - 65 Over 65 41) Full or part-time student? Full-time Part-time Does not apply / NA 42) Discipline: Applied Technology/Engineering Art/Theatre/Music Athletic Training Biological Sciences Business Administration (All majors) Communication Computer Information Science Counseling/Rehabilitation & Human Services Criminal Justice/Paralegal Education (All majors) English/Modern Languages Geo Sciences History Liberal Arts/Associate Studies Library Science Mathematics Military Science-ROTC Nursing/Allied Health Other Physical Sciences/Chemistry Political Science/Sociology/Philosophy Psychology Social Sciences Speech Pathology/Communication Science & Disorders Sport Management/Nutrition Undecided 43) Position: (Select the ONE option that best describes you.) Undergraduate Graduate 45) Enter your e-mail address if you would like to enter an optional drawing for a prize. Your e-mail address will be kept confidential and will not be linked to your survey responses. (Not Required) Thank you for participating in this library service quality survey! Masters Doctoral Non-degree or Undecided Faculty Professor Associate Professor Assistant Professor Instructor/Lecturer Adjunct Faculty Other Academic Status Library Staff Administrator Manager, Head of Unit Public Services Systems Technical Services Other Staff 44) Please enter any comments about library services in the box below: First year Second year Third year Fourth year Fifth year and above Non-degree Research Staff Other Staff Positions