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.

When it comes to...

My Minimum
Service Level Is
Low

1) Employees who instill confidence in users
2) Making electronic resources accessible from my home
or office
3) Library space that inspires study and learning

4) Giving users individual attention
5) A library Web site enabling me to locate information on
my own
6) Access to materials from other libraries (Interlibrary
Loan)
7) Employees who are consistently courteous

8) The printed library materials I need for my work
9) Quiet space for individual activities
10) Readiness to respond to users' questions
11) The electronic information resources I need

My Desired
Service Level Is

High Low

Perceived Service
Performance Is

High Low

High N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

12) Availability of assistance in addressing issues of

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9
copyright and plagiarism
13) Employees who have the knowledge to answer user
1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9
questions
14) Availability of assistance to improve my research skills 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

15) A comfortable and inviting location
16) Employees who deal with users in a caring fashion

N/A

N/A

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

17) Modern equipment that lets me easily access needed

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9
information
18) Library materials available when and where I need them 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

19) Employees who understand the needs of their users
20) Easy-to-use access tools that allow me to find things on
my own
21) A getaway for study, learning, or research

22) Willingness to help users
23) Making information easily accessible for independent
use

24) Print and/or electronic journal collections I require for
my work
25) Community space for group learning and group study

26) Reliable mix of technology to help me complete my
work
27) Dependability in handling users' service problems

N/A

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

N/A

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9

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.

1 2 3 4 5 6 7 8 9
Strongly Disagree

30) The library enables me to be more efficient in my academic pursuits or work.

Strongly Agree

Strongly Agree

1 2 3 4 5 6 7 8 9

Strongly Disagree

Strongly Agree

31) The library helps me distinguish between trustworthy and untrustworthy information. 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.

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

Strongly Agree

1 2 3 4 5 6 7 8 9
Strongly Disagree

Strongly Agree

34) In general, I am satisfied with library support for my learning, research, and/or

1 2 3 4 5 6 7 8 9

teaching needs.

Strongly Disagree

35) How would you rate the overall quality of the service provided by the library?

1 2 3 4 5 6 7 8 9
Extremely Poor

Strongly Agree

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

Daily
Weekly
Monthly
Quarterly
Never

information?

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) Discipline:

Biological Sciences
Business Administration
(All majors)
Communication Science
& Disorders
Computer/Information
Science
Criminal Justice
Education/Human
Services
Engineering/Industrial
Technology
English
Environmental Sciences
History

History
Liberal Arts/Studies
Library Science
Mass Media Arts,
Journalism, &
Communications
Mathematics
Modern Languages
Nursing and Allied Health
Other
Physical
Sciences/Chemistry
Political Science,
Sociology, Philosophy
Psychology
Social Sciences
Undecided
Visual/Performing Arts

43) Position: (Select the ONE option that best describes you.)

44) Please enter any comments about library services in the box below:

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)

Undergraduate

First year
Second
year
Third year
Fourth
year
Fifth year
and above
Nondegree
Graduate Masters
Doctoral
Nondegree or
Undecided
Faculty Professor
Associate
Professor
Assistant
Professor
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

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!