Thank you all for participating in the Library User Survey 2023 (LibQUAL+®).
To maintain our commitment to providing excellent service to the University community, the Library carried out a survey on the quality of its services from March 15th to April 28th, 2023. The survey was administered to current students, faculty, and staff.
| User Group | Respondents |
Respondent % |
Undergraduate |
1,514 |
56.77% |
Postgraduate |
873 |
32.73% |
Academic & Research Staff |
120 |
4.50% |
Staff |
153 |
5.74% |
There was a total of 22 core survey questions, and for each of these core questions, the respondents provided scores for the following three levels of service on a 9-point Likert scale (1=lowest, 9-highest):
Making use of the scores for the minimum, desired and perceived levels of service, the Adequacy Gap and Superiority Gap can be measured.
The following sections of the report highlight the significant findings of the survey questions for undergraduate students, postgraduate students, academic and research staff, and staff in general.
The scores for minimum, desired and perceived levels of service quality are plotted on each axis of the corresponding radar chart to show the adequacy and superiority gaps in different colors.
Radar Chart:
Interpret the radar chart:
The shape of the polygon suggests that the Library's overall service quality rating is relatively high. Certain areas exhibit notable strengths, such as in the domain of Affect of Service, while other areas present weaknesses, as observed in the Library as Place.
Analyze the results:
Listed below are the three most prominent aspects based on their perceived level, desired level, as well as the gaps in adequacy and superiority.
Perceived Level |
Desired Level |
Adequacy Gap |
Superiority Gap |
|
1 |
LP-4: A haven for study, learning, or research (7.15) |
LP-2: Quiet space for individual work (7.87) |
IC-3: The printed library materials I need for my work (1.04) |
LP-5: Space for group learning and group study (-0.97) |
2 |
LP-2: Quiet space for individual work (7.11) |
LP-4: A haven for study, learning, or research (7.87) |
AS-2: Giving users individual attention (0.94) |
LP-1: Library space that inspires study and learning (-0.76) |
3 |
AS-3: Library staff who are consistently courteous (7.00) |
LP-3: A comfortable and inviting location (7.61) |
AS-8: Willingness to help users (0.93) |
LP-2: Quiet space for individual work (-0.75) |
Interpret the radar chart:
The shape of the polygon suggests that the Library's overall service quality rating is relatively high. Certain areas exhibit notable strengths, such as in the domain of Affect of Service, while other areas present weaknesses, as observed in the Library as Place.
Analyze the results:
Listed below are the three most prominent aspects based on their perceived level, desired level, as well as the gaps in adequacy and superiority.
Perceived Level |
Desired Level |
Adequacy Gap |
Superiority Gap |
|
1 |
AS-3: Library staff who are consistently courteous (7.74) |
LP-2: Quiet space for individual work (8.33) |
AS-3: Library staff who are consistently courteous (1.11) |
LP-2: Quiet space for individual work (-1.12) |
2 |
AS-9: Dependability in handling users' service problems (7.58) |
LP-4: A haven for study, learning, or research (8.15) |
AS-4: Readiness to respond to users' enquiries (1.09) |
IC-1: Making electronic resources accessible from my home or office (-0.88) |
3 |
AS-5: Library staff who have the knowledge to answer user questions (7.52) |
IC-1: Making electronic resources accessible from my home or office (8.13) |
AS-6: Library staff who deal with users in a caring fashion (1.08) |
LP-5: Space for group learning and group study (-0.86) |
Interpret the radar chart:
The shape of the polygon suggests that the Library's overall service quality rating is relatively high. Certain areas exhibit notable strengths, such as in the domains of Affect of Service and Library as Place, while other areas present weaknesses, as observed in the Information Control.
Analyze the results:
Listed below are the three most prominent aspects based on their perceived level, desired level, as well as the gaps in adequacy and superiority.
Perceived Level |
Desired Level |
Adequacy Gap |
Superiority Gap |
|
1 |
AS-3: Library staff who are consistently courteous (7.48) |
IC-2: A library Web site enabling me to locate information (8.24) |
LP-5: Space for group learning and group study (1.48) |
IC-1: Making electronic resources accessible from my home or office (-1.48) |
2 |
AS-5: Library staff who have the knowledge to answer user questions (7.15) |
IC-6: Easy-to-use access tools that allow me to find things (8.08) |
AS-3: Library staff who are consistently courteous (1.10) |
IC-8: Print and/or electronic journal collections I require for my work (-1.25) |
3 |
LP-2: Quiet space for individual work (7.12) |
IC-1: Making electronic resources accessible from my home or office (8.00) |
AS-2: Giving users individual attention (0.96) |
IC-2: A library Web site enabling me to locate information in my own (-1.18) |
Interpret the radar chart:
The shape of the polygon suggests that the Library's overall service quality rating is relatively high. Certain areas exhibit notable strengths, such as in the domains of Library as Place, while other areas present weaknesses, as observed in the Information Control.
Analyze the results:
Listed below are the three most prominent aspects based on their perceived level, desired level, as well as the gaps in adequacy and superiority.
|
Perceived Level |
Desired Level |
Adequacy Gap |
Superiority Gap |
1 |
LP-3: A comfortable and inviting location (7.32) |
IC-2: A library Web site enabling me to locate information (7.65) |
LP-3: A comfortable and inviting location (1.18) |
IC-6: Easy-to-use access tools that allow me to find things on my own (-0.90) |
2 |
LP-4: A haven for study, learning, or research (7.07) |
IC-5: Modern equipment that lets me easily access needed (7.61) |
AS-3: Library staff who are consistently courteous (0.84) |
IC-5: Modern equipment that lets me easily access needed information (-0.86) |
3 |
IC-7: Making information easily accessible for independent use (7.00) |
IC-1: Making electronic resources accessible from my home or office (7.57) |
IC-4: The electronic information resources I need (0.82) |
IC-2: A library Web site enabling me to locate information on my own (-0.74) |
Examples of praises:
Prizes Presentation Ceremony:
