Introduction
With the goal of systematically collecting data to assess the quality of library services to inform improvements, the Library conducted the LibOUAL+ survey from 10 November to 1 December 2023. LibOUAL+ is an international survey instrument developed and administered by the Association of Research Libraries (ARL) in the United States.
This was the third time our Library took part in LibQUAL+ survey. HKBU Library was one of eight JULAC (UGC-funded) libraries running the survey as part of a consortium. The other participating JULAC libraries included CUHK, CityU, EdUHK, PolyU, HKUST, Lingnan, and HKU.
Highlights of the 2023 Survey Results
Respondents
A good number of responses were received. 1,013 valid surveys from HKBU students, faculty, and staff were completed:
Measurement of Library Service Quality and user satisfaction
Three key service dimensions of service quality were rated in the survey:
Affect of Service: User service
Information Control: Library resources
Library as Place: Library environment
The 22 core survey questions are designed to measure 3 service levels (Minimum, Perceived, and Desired) for each service dimension on a scale of 1 (Low) to 9 (High).
Minimum: Minimum Acceptable Level
Perceived: Actual Level
Desired: Expected / Desired Level
Overall Performance
| Dimension | Minimum Mean | Perceived Mean | Desired Mean |
| Affect of Service | 6.21 | 7.09 | 7.41 |
| Information Control | 6.20 | 6.90 | 7.62 |
| Library as Place | 6.21 | 6.94 | 7.64 |
| Overall | 6.20 | 6.98 | 7.55 |
Performance of 3 Service Dimensions: 2015 vs 2019 vs 2023
Most Satisfactory Service Areas
| Library Services | Perceived Mean |
| Library staff who are consistently courteous | 7.47 |
| Willingness to help users | 7.28 |
| Readiness to respond to users’ enquires | 7.20 |
| A haven for study, learning, or research | 7.15 |
| Library staff who have the knowledge to answer user questions | 7.13 |
Areas for Improvement
| Library Services | Perceived Mean |
| Giving users individual attention | 6.58 |
| Quiet space for individual work | 6.76 |
| Spaces and technology that support creativity | 6.76 |
| The electronic information resources I need | 6.77 |
| Space for group learning and group study | 6.85 |
| Library Collections, print and online, sufficient to meet my research and learning needs | 6.87 |
| The printed library materials I need for my work | 6.87 |
Top Users’ Expectations
| Library Services | Desired Mean |
| A haven for study, learning, or research | 7.83 |
| Quiet space for individual work | 7.77 |
| A comfortable and inviting location | 7.73 |
| Making electronic resources accessible from my home or office | 7.72 |
| A library Web site enabling me to locate information on my own | 7.68 |
HKBU & JULAC comparison
Survey Comments
Of 1,013 respondents, 339 provided written comments about different aspects of library services, representing a response rate of 33%. We were grateful for the many positive comments received from our users, most of which praised the Library’s services and environment. The following are some examples:
- My experience with the library has been great. It is the best environment for studies and research with its many resources.
- Library frequently introduces relevant academic search tools and workshops which are useful for my study.
- The collection in the library is impressive and the staff members are helpful and assertive.
- 網上圖書館很方便，能為我提供即時性的學習。校內圖書館環境舒適，很適合我溫書、搜尋資料等，圖書館內的多媒體電腦也幫助了我不少。
- 尤其欣賞小故事發送機，很有趣
- 圖書館職員和大使十分細心友善
Your Participation
To thank users for their support in responding to the survey, a lucky draw was offered. Congratulations to the prize winners!
Winner List
| Prize | Quantity | Winner(s) | |
| 1st | Apple Watch SE | 1 | NAM, Ching Man |
| 2nd | Kobo Libra 2 e-Book Reader | 1 | CHOY, Kam Lung |
| 3rd | Samsung Galaxy Tab A8, WiFi, 10.5″, 4GB/64 GB | 1 | PAN, Yuk Kwan |
| 4th | JBL LIVE PRO 2 Bluetooth earbuds | 4 | KHAN, Md Ayatullah; LI, Nanxi; XIAO, Luyao; YU, Fengfei |
| 5th | Eslite Book Coupon HKD100 | 40 | CHAN, Ka Yau; CHAN, Kun Ping, CHAN, Oi Yin; CHEN, Xuanye; CHENG, Hiu Yan; CHEUNG, Hing Lung; CHOW, Tsz Ching; DING, Yi; HAN, Meilan; HO, Candy K Y; HO, Wai Lam; HU, Yuxuan; HUNG, Yuen Ying; KUMAR, Rajat; LAM, Hin Shun Thomas; LAM, Lisa; LAM, Suet Ying; LAU, Chin Ming; LEE, Kathy; LEUNG, Wai Pong Matt; LI, Catherine; LI, Hiu Yan; LI, Kwan Wai; LI, You; LIU, Shihua; LIU, Yi; LO, Man Ching; MA, Lik Kuen; NG, Ka Nam; SIU, Wai Hei; SO, Hei Wa; TSANG, Tung Ting; TSUI, Claudia H Y; TSUI, Nga Lee; U, Wing Yan; WEN, Daihua; WONG, Ching Kiu; XIAO, Jesse S Z; XIE, Leran; ZHANG, Hairong |
Last updated: 27 February 2024