admin
Thu, 02/19/2026 - 19:15
Edited Text
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) Sex:
Female
Male
42) Full or part-time student?
Full-time
Part-time
Does not apply / NA
43) Discipline:
44) Position: (Select the ONE option that best describes you.)
Applied Technology/Engineering
Art or Theatre
Biological Sciences
Business Administration (All majors)
Communications
Computer Information Science
Criminal Justice/Paralegal
Education (All majors)
English
Geo Sciences
History
Human and Rehabilitation Services
Liberal Arts/Asso. Studies
Library Science
Mathematics
Modern Languages
Nursing and Allied Health
Other
Physical Sciences/Chemistry
Political Science, Sociology, Philosophy
Psychology
Social Sciences
Speech Pathology/Communication Science & Disorders
Undecided
Undergraduate
Graduate
First year
Second year
Third year
Fourth year
Fifth year and above
Non-degree
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
Research Staff
Other Staff Positions
45) Please enter any comments about library services in the box below:
46) 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!
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) Sex:
Female
Male
42) Full or part-time student?
Full-time
Part-time
Does not apply / NA
43) Discipline:
44) Position: (Select the ONE option that best describes you.)
Applied Technology/Engineering
Art or Theatre
Biological Sciences
Business Administration (All majors)
Communications
Computer Information Science
Criminal Justice/Paralegal
Education (All majors)
English
Geo Sciences
History
Human and Rehabilitation Services
Liberal Arts/Asso. Studies
Library Science
Mathematics
Modern Languages
Nursing and Allied Health
Other
Physical Sciences/Chemistry
Political Science, Sociology, Philosophy
Psychology
Social Sciences
Speech Pathology/Communication Science & Disorders
Undecided
Undergraduate
Graduate
First year
Second year
Third year
Fourth year
Fifth year and above
Non-degree
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
Research Staff
Other Staff Positions
45) Please enter any comments about library services in the box below:
46) 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!