LibQUAL+ National Service Quality Survey

Analysis of UCLA Results, 2003

February 24, 2004

During April 2003 the UCLA Library was one of more than 300 academic and research libraries across the country that participated in LibQUAL+, a national project to measure service quality in libraries. Responses from UCLA participants have been analyzed; the resulting report, which includes both intensive analysis and recommendations for actions to address deficiencies identified by the survey, is the first link below, accompanied by two separate appendices and a compilation of user comments. Also linked is the raw data UCLA received from the Association of Research Libraries, which offers and coordinates LibQUAL+.

Summary of UCLA Results

A random sample of 3,957 UCLA users (1,438 faculty, 1,190 graduate students, and 1,329 undergraduate students) was selected to participate; nearly 600 took the survey, for an overall response rate was just over 15%. The breakdown by respondent category is as follows:

Respondent Category No. Percentage
Faculty 185 32.5
Faculty 185 32.5
Graduate Students 171 30.0
Undergraduate Students 167 29.3
Staff 31 5.4
Library Staff 16 2.8

The survey asked respondents to identify the campus library that they primarily use. That breakdown is below:

Library Percentage
Research (YRL) 29.0
Biomedical 27.0
College 18.0
SEL/Engineering and Math Sciences 9.0
Law 2.5
SEL/Chemistry 2.5
Arts 2.0
Management 2.0
SEL/Physics 2.0
Music 1.5
SEL/Geology-Geophysics 1.5
East Asian 1.2

The survey consisted of 25 questions that grouped into four key dimensions of service: Access to Information, Affect of Service, Library as Place, and Personal Control. While various areas for improvement are apparent from the results, those that warrant most attention are clustered in the dimensions of Access to Information and Personal Control. This is especially so for faculty respondents and, to a lesser extent, graduate students.

More than 200 respondents also provided open-ended comments. These touched on a wide variety of issues including collections, facilities, circulation services, staff, ORION2, and CDL/Melvyl.

Several initiatives are currently underway that respond to concerns expressed in the results. One is the redesign of the Library's public Web site, and another is an investigation into the reasons users are having difficulty finding needed materials in the Research Library stacks. Further details are included in the recommendations section of the UCLA results report.

The Library again extends its thanks to everyone who participated in the LibQUAL+ survey. We very much appreciate the time respondents took to provide us with valuable feedback about the quality of our services, and we will work to improve our collections, services, and facilities to meet users' needs and expectations.