2009 Articles

Comparing Service Priorities Between Staff and Users in Association of Research Libraries (ARL) Member Libraries

Jaggars, Damon E.; Jaggars, Shanna; Duffy, Jocelyn S.

Using the results for participating Association of Research Libraries from the 2006 LibQUAL+® library service quality survey, we examine the service priorities of library staff (for example, whether desired scores for each survey item are above or below average) and the extent to which they are aligned with the priorities of undergraduates, graduate students, and faculty. Item priorities were compared among the four groups using hierarchical linear modeling (HLM) to correct for the non-independence of responses within institutions. Results indicate that substantial misalignments between library staff and users exist; library staff set a lower service priority for most LibQUAL+® Information Control items and a higher priority on almost all Affect of Service items than did users.