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Part 5: Appendix

     5.1 Core Questions
Core questions are always used by all libraries participating in LibQUAL. These questions can be compared to national norms and peer institutions. Respondents are asked to provide three separate rankings on a scale of 1-9 for each statement: the desired level, the minimum acceptable level, and the current perceived level.
Affect of Service
AS-1 Employees who instill confidence in users
AS-2 Giving users individual attention
AS-3 Employees who are consistently courteous
AS-4 Readiness to respond to users' questions
AS-5 Employees who have the knowledge to answer user questions
AS-6 Employees who deal with users in a caring fashion
AS-7 Employees who understand the needs of their users
AS-8 Willingness to help users
AS-9 Dependability in handling users' service problems
Information Control
IC-1 Making electronic resources accessible from my home or office
IC-2 A library Web site enabling me to locate information on my own
IC-3 The printed library materials I need for my work
IC-4 The electronic information resources I need
IC-5 Modern equipment that lets me easily access needed information
IC-6 Easy-to-use access tools that allow me to find things on my own
IC-7 Making information easily accessible for independent use
IC-8 Print and/or electronic journal collections I require for my work
Library as Place
LP-1 Library space that inspires study and learning
LP-2 Quiet space for individual activities
LP-3 A comfortable and inviting location
LP-4 A getaway for study, learning, or research
LP-5 Community space for group learning and group study
     5.2 Local Questions
Local questions are taken from a pool of questions that have been tested over time by LibQUAL. Respondents are asked to provide three separate rankings on a scale of 1-9 for each statement: the desired level, the minimum acceptable level, and the current perceived level.
LQ-1 Comprehensive collections of full text articles online
LQ-2 Teaching me how to locate, evaluate, and use information
LQ-3 Timely document delivery /interlibrary loan
LQ-4 Adequate hours of service
LQ-5 URSUS, the online catalog, is user-friendly for finding books

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