a_liep.wp1 1/5/06 

Hyperlink to:
        Association of Research Libraries (ARL) "LibQUAL+TM" Page

        "LibQUAL+TM" Study Bibliography

        Bruce Thompson's Home Page


Jump to:
        Selected 2005 Norms for Session #1

        "LibQUAL+TM" 2001 Score Norms for Individuals

        "LibQUAL+TM" 2002 Score Norms

        "LibQUAL+TM" 2003 Score Norms for the 3 new Subscales

        portal article on using Score Norms

        Bruce Thompson's Home Page




STABILITY OF LIBRARY SERVICE QUALITY
BENCHMARKING NORMS ACROSS TIME AND COHORTS:
A LibQUAL+TM STUDY




BRUCE THOMPSON
Department of Educational Psychology,
Texas A&M University,
College Station, TX, 77843-4225, USA
bruce-thompson@tamu.edu

COLLEEN COOK
TAMU Libraries,
Texas A&M University,
College Station, TX, 77843-5000, USA
ccook@tamu.edu

MARTHA KYRILLIDOU
Association of Research Libraries,
21 Dupont Circle
Washington, DC, 20036, USA
martha@arl.org









_____________

          Paper presented at the Asia-Pacific Conference of Library and Information Education and Practice (A-LIEP), Singapore, April 4-7, 2006.


Abstract
LibQUAL+TM is a web-administered library service quality assessment protocol that has been used around the world at hundreds of libraries of diverse types. Data have been collected from almost 500,000 library users. The protocol has been used in several language variations. The purpose of the present study was to characterize the stability of LibQUAL+TM score norms across both time and various user cohorts. Library staff may place more confidence in benchmarking conclusions if the stability of the score norms can be demonstrated.


          LibQUAL+TM is a web-administered library service quality assessment protocol (Cook, Heath, Kyrillidou & Webster, 2002; Cook, Heath, B. Thompson & R.L. Thompson, 2001a, 2001b; Cook, Heath, Thompson & Webster, 2003; Snyder, 2002) that has been used at hundreds of libraries of diverse types, including, but not limited to, public libraries, community college libraries, law libraries, health science libraries, and university research libraries. Data have been collected from almost 500,000 library users. The protocol has been used in several language variations (Kyrillidou, Cook & Thompson, 2005) in the United States, Canada, Australia, Egypt, England, France, Ireland, Scotland, Sweden, the Netherlands, South Africa, and the United Arab Emirates.
Three Primary Components
          LibQUAL+TM consists of three primary components. First, the current protocol consists of 22 core survey items yielding scores on each item, scores on each of three scales (i.e., Service Affect, Information Control, and Library as Place), and a total score. All of these scores (i.e., item, scale, and total) are scaled in the same metric, 1 to 9, with 9 being the highest rating, so that scores can be compared (e.g., item with item, item with scale, scale with total) apples-to-apples.
          Second, LibQUAL+TM also consists of a box in which survey participants provide open-ended comments. These comments are a critical component of LibQUAL+TM, because ~40% of all survey participants use the box to flesh out their concerns as library users, and to provide constructive and specific suggestions for library improvement.
          Third, LibQUAL+TM consists of a set of more than 100 ancillary items (Thompson, Cook & Kyrillidou, in press) from which libraries may select 5 additional items. This option allows library decision-makers to collect quantitative data focusing more on local concerns, in addition to benchmarking using the 22 core items completed by all survey participants.
LibQUAL+TM Literatures
          LibQUAL+TM is based on many of the same precepts as the SERVQUAL protocol (Parasuraman, Zeithaml & Berry, 1985, 1994), which was developed for use in evaluating perceived service quality in the for-profit business sector (Cook & Thompson, 2000a, 2000b). SERVQUAL has been the basis of more than 100 dissertations and 1,000 journal articles. Thus, LibQUAL+TM in very real sense developmentally "stands on the shoulders of giants." Like SERVQUAL, LibQUAL+TM is a "total market survey," which is one of the 11 ways of listening to users elaborated by Len Berry (1995).
          However, LibQUAL+TM items and scaling were carefully regrounded for use in library settings in a series of qualitative studies of library users' needs and perceptions (Cook & Heath, 2001), documented in detail by Cook (2002b). Thus, LibQUAL+TM measures library service quality perceptions from within the users' perspectives.
          Although SERVQUAL has been both widely used and hugely influential, recent GOOGLE searches have yielded even more hits for LibQUAL+TM than for SERVQUAL, perhaps reflecting LibQUAL+TM's widespread use at so many libraries around the world. And roughly 50 refereed journal articles have been published on LibQUAL+TM.
          The LibQUAL+TM articles can be disaggregated into roughly two equal-sized literatures. These articles have been published in virtually all the library science journals, including College and Research Libraries (Cook, Heath & Thompson, 2001), IFLA Journal (Cook, Heath, B. Thompson & R.L. Thompson, 2001a), Journal of Academic Librarianship (Thompson, Cook & Kyrillidou, 2005), Journal of Library Administration (Heath, Kyrillidou & Askew, 2004), Library Administration & Management (Snyder, 2002), Library Quarterly (Thompson, Cook & Heath, 2003b), Library Trends (Cook & Thompson, 2001), Performance Measurement and Metrics (Thompson, Cook & Heath, 2000), and portal (Cook, Heath & Thompson, 2003).
          The first LibQUAL+TM journal article literature involves reports by librarians about how they have used the protocol to improve service quality within their libraries. One set of articles was edited by Cook (2002a), and a second set of these articles were presented by Heath, Kyrillidou and Askew (2004).
          The second LibQUAL+TM literature involves studies investigating the integrity and meaning of LibQUAL+TM scores, including studies of score reliability (Cook, Heath, R.L. Thompson & B. Thompson, 2001; B. Thompson, Cook & R.L. Thompson, 2002) and score validity (Heath, Cook, Kyrillidou & Thompson, 2002; Thompson, Cook & Heath, 2001). Several studies in this literature have involved sophisticated statistical methods, including structural equation modeling (Thompson, Cook & Heath, 2003a), reliability generalization (Thompson & Cook, 2002), taxonometric analysis (Arnau, Thompson & Cook, 2001), and latent trait item response theory analysis (Wei, Thompson & Cook, 2005).
LibQUAL+TM Norms
          One important feature of LibQUAL+TM is the capacity to use LibQUAL+TM scores for institutional benchmarking. Libraries may select peer institutions from among other protocol participants, compare scores across institutions, identify peer institutions with superior performance, and then identify and emulate the practices at the peer institutions.
          Score norms are one vehicle for such benchmarking. The use of LibQUAL+TM norms has been explained in Cook, Heath and Thompson (2002). Score norms allow the conversion of a library's mean (i.e., average) scores into percentile ranks (see Thompson, 1993), which indicate what percentage of either (a) individual protocol respondents, or (b) institutions, generated lower LibQUAL+TM scores.
          Norms and Benchmarking. Norms tell us how scores "stack up" within a particular user group. For example, on the 1-to-9 ("9" is highest) scale, users might provide a mean "perceived" rating of 6.5 on an item, "complete run of journal titles."
          A total market survey administered to hundreds of thousands of users, as is LibQUAL+TM, affords the unique opportunity to ask normative questions such as, "How does a mean 'perceived' score of 6.5 stack up among all individual users who completed the survey?", or "How does a mean 'perceived' score of 6.5 stack up among all institutions at which users completed the survey?" For example, if 70% of 100,000 individual users generated "perceived" ratings lower than 6.5, 6.5 might not be so bad.
          Only norms give us insight into this comparative, benchmarking perspective. And a local user-satisfaction survey (as against a total market survey) can never give us this insight!
          Common Misconception Regarding Norms. An unfortunate and incorrect misconception is that norms make value statements. Norms do not make value statements! Norms make fact statements. If you are a forest ranger, and you earn $25,000 a year, a norms table might inform you of the fact statement that you make less money than 85% of the adults in the United States.
          But if you love the outdoors, you do not care very much about money, and you are very service-oriented, this fact statement might not be relevant to you. Or, in the context of your values, you might interpret this fact as being quite satisfactory.
Purpose of the Present Study
          For several years, both (a) individual and (b) institutional score norms have been published for certain types of users (e.g., undergraduate students, postgraduate students, faculty) and certain types of libraries (e.g., major research libraries, medical school libraries). These norms conversion tables are reported at:
http://www.coe.tamu.edu/~bthompson/libq2005.htm
http://www.coe.tamu.edu/~bthompson/libq2004.htm
http://www.coe.tamu.edu/~bthompson/libq03b.htm
http://www.coe.tamu.edu/~bthompson/libq2003.htm
http://www.coe.tamu.edu/~bthompson/libq2002.htm
http://www.coe.tamu.edu/~bthompson/servnorm.htm
The several hundred thousand LibQUAL+TM user surveys collected during the last five years provide an ample basis for intriguing comparisons of the norms tables across years, language versions, and user groups.
          The purpose of the present study was to characterize the stability of LibQUAL+TM score norms across both time and various user cohorts. Library staff may place more confidence in benchmarking conclusions if the stability of the score norms can be demonstrated. Specifically, we conducted the study to address the following research questions:

1. How stable are LibQUAL+TM total and scale (i.e., Service Affect, Information Control, and Library as Place) score norms across selected years, and selected language versions (i.e., American English, British English)?
2. How stable are LibQUAL+TM total score norms across selected years and selected language versions (i.e., American English, British English) for undergraduate students versus faculty?

Results
          The various LibQUAL+TM norms conversions tables provide the capacity to convert an institution's score means into percentile ranks ranging from the 1st percentile to the 99th percentile. Here we computed Pearson product-moment correlations of the percentile scores for each of the 99 percentile ranks for various pairs of percentile scores (e.g., American English 2001 total scores correlated with American English 2003 total scores). As Thompson (2006) explained, the Pearson r addresses two questions:

1. To what degree do the two variables order the rows of data in the same order?, and
2. To what degree do the two variables have the same shape (i.e., skewness and kurtosis)?

The Pearson r has a maximum value of +1, and reaches that limit, only when the two variables order the data in exactly the same rank order, and also have identical distribution shapes.
          To address the study's first research question, Table 1 presents the Pearson r values for LibQUAL+TM total scores across selected years and two of the language versions. Tables 2 through 4 present related results for each of the three LibQUAL+TM scale scores (i.e., Service Affect, Information Control, and Library as Place).
          To address the study's second research question, Pearson r values were computed for LibQUAL+TM total scores across selected years and two of the language versions for different role groups. These results are presented for undergraduate students and faculty, respectively, in Tables 5 and 6.

Discussion
          The purpose of the present study was to explore the stability of LibQUAL+TM norms across both selected years and user groups. We could have made additional comparisons, using even more years, or more user groups (e.g., postgraduate students). However, as reflected in the results reported in Tables 1 through 6, given norms (e.g., total score norms, scale score norms, undergraduate student norms) are incredibly stable. Thus, additional comparisons seem unnecessary.
          The norms tables were stable, even though we dropped three items from the protocol, and changed scales, in 2003! And the norms were stable even across language variations in item wording.
          Of course, the present results should not be read as implying that scores for individual libraries are necessarily stable from year to year. The stability of norms tables and of institutional LibQUAL+TM scores are completely unrelated issues.
Implications
          The present results suggest that renorming the scores, by creating year-specific norms conversions tables, is unnecessary. Indeed, the use of any of the norms tables, from any of the years, appears reasonable.
          Of course, expensive standardized tests are only normed roughly every 10 years. We have always recognized that norming on a more frequent, annual basis, as we have done to date, may be overkill.
Creating Norms Dynamically
          Furthermore, the ultimate norms tables would be norms created uniquely, by given libraries, by selecting their own peer institutions, and only these, to create personalized norms tables. Such personalized norms tables allow benchmarking only within the library community of most interest at a given library. The capacity to create exactly these individualized norms, dynamically "on the fly," is a feature recently added to the LibQUAL+TM software webpages.
          LibQUAL+TM has brought together hundreds of libraries from all over the world in a community dedicated to improving library service quality. One benefit of the community's large size is that this not-for- profit operation housed within the Association for Research Libraries can be self-sustaining at only modest cost to individual participating libraries, given the efficiencies and cost benefits of economies of large scale.
          In psychology, Jourard (1971) suggested that we only come to know ourselves through the vehicle of knowing others. In libraries, also, the more we know others, the more we come to know about ourselves. The breadth of the LibQUAL+TM community not only makes the protocol affordable, but also creates the unique opportunity to know ourselves better through the vehicle of normative benchmarking with peer institutions.


References
          Arnau, R.C., Thompson, R.L., & Cook, C. (2001). Do different response formats change the latent structure of responses?: An empirical investigation using taxonometric analysis. Educational and Psychological Measurement, 61, 23-44.
          Berry, L. (1995). On great service: A framework for action. New York: The Free Press.
          Cook, C. (Guest Ed.). (2002a). Library decision-makers speak to their uses of their LibQUAL+TM data: Some LibQUAL+TM case studies. Performance Measurement and Metrics, 3.
          Cook, C. C. (2002b). A mixed-methods approach to the identification and measurement of academic library service quality constructs: LibQUAL+TM. (Doctoral dissertation, Texas A&M University, 2001). Dissertation Abstracts International, 62, 2295A. (University Microfilms No. AAT3020024)
          Cook, C., & Heath, F. (2001). Users' perceptions of library service quality: A "LibQUAL+TM" qualitative study. Library Trends, 49, 548-584.
          Cook, C., Heath, F., Kyrillidou, M., & Webster, D. (2002). The forging of consensus: A methodological approach to service quality assessment in research libraries--the LibQUAL+TM experience. In J. Stein, M. Kyrillidou & D. Davis (Eds), Proceedings of the 4th Northumbria International Conference on Performance Measurement in Libraries and Information Services (pp. 93-104). Washington, DC: Association of Research Libraries.
          Cook, C., Heath, F., & Thompson, B. (2001). Users' hierarchical perspectives on library service quality: A "LibQUAL+TM" study. College and Research Libraries, 62, 147-153.
          Cook, C., Heath, F. & Thompson, B. (2002). Score norms for improving library service quality: A LibQUAL+TM study. portal: Libraries and the Academy, 2, 13-26.
          Cook, C., Heath, F., & Thompson, B. (2003). "Zones of tolerance" in perceptions of library service quality: A LibQUAL+TM study. portal: Libraries and the Academy, 3, 113-123.
          Cook, C., Heath, F., Thompson, B., & Thompson, R.L. (2001a). LibQUAL+TM: Service quality assessment in research libraries. IFLA Journal, 4, 264-268.
          Cook, C., Heath, F., Thompson, B., & Thompson, R.L. (2001b). The search for new measures: The ARL "LibQUAL+TM" study--a preliminary report. portal: Libraries and the Academy, 1, 103-112.
          Cook, C., Heath, F., Thompson, B., & Webster, D. (2003). LibQUAL+TM: Preliminary results from 2002. Performance Measurement and Metrics, 4, 38-47.
          Cook, C., Heath, F., Thompson, R.L. & Thompson, B. (2001). Score reliability in Web- or Internet-based surveys: Unnumbered graphic rating scales versus Likert-type scales. Educational and Psychological Measurement, 61, 697- 706.
          Cook, C., & Thompson, B. (2000a). Higher-order factor analytic perspectives on users' perceptions of library service quality. Library Information Science Research, 22, 393-404.
          Cook, C., & Thompson, B. (2000b). Reliability and validity of SERVQUAL scores used to evaluate perceptions of library service quality. Journal of Academic Librarianship, 26, 248-258.
          Cook, C., & Thompson, B. (2001). Psychometric properties of scores from the Web-based LibQUAL+TM study of perceptions of library service quality. Library Trends, 49, 585-604.
          Heath, F., Cook, C., Kyrillidou, M., & Thompson, B. (2002). ARL Index and other validity correlates of LibQUAL+TM scores. portal: Libraries and the Academy, 2, 27-42.
          Heath, F., Kyrillidou, M., & Askew, A. (Eds.). (2004). Libraries act on their LibQUAL+TM findings: From data to action. Journal of Library Administration, 40, 1-239.
          Jourard, S.M. (1971). The transparent self. New York: Van Nostrand Reinhold.
          Kyrillidou, M., Cook, C., & Thompson, B. (2005, June). Reliability and validity of 2004 LibQUAL+TM scores for different language translations. Paper presented at the annual meeting of the American Library Association (ALA), Chicago. [Winner of the 2005 ALA Library Research Roundtable (LRRT) Four Star Research Award.]
          Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 70, 41-50.
          Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1994). Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 49, 201-230.
          Snyder, C. A. (2002). Measuring library service quality with a focus on the LibQUAL+TM project: An interview with Fred Heath. Library Administration & Management, 16, 4-7.
          Thompson, B. (1993, November). GRE percentile ranks cannot be added or averaged: A position paper exploring the scaling characteristics of percentile ranks, and the ethical and legal culpabilities created by adding percentile ranks in making "high-stakes" testing decisions. Paper presented at the annual meeting of the Mid- South Educational Research Association, New Orleans. (ERIC Document Reproduction Service No. ED 363 637)
          Thompson, B. (2006). Foundations of behavioral statistics: An insight-based approach. New York: Guilford.
          Thompson, B., & Cook, C. (2002). Stability of the reliability of LibQUAL+TM scores: A "Reliability Generalization" meta-analysis study. Educational and Psychological Measurement, 62, 735-743.
          Thompson, B., Cook, C., & Heath, F. (2000). The LibQUAL+TM gap measurement model: The bad, the ugly, and the good of gap measurement. Performance Measurement and Metrics, 1, 165-178.
          Thompson, B., Cook, C., & Heath, F. (2001). How many dimensions does it take to measure users' perceptions of libraries?: A "LibQUAL+TM" study. portal: Libraries and the Academy, 1, 129-138.
          Thompson, B., Cook, C., & Heath, F. (2003a). Structure of perceptions of service quality in libraries: A LibQUAL+TM study. Structural Equation Modeling, 10, 456-464.
          Thompson, B., Cook, C., & Heath, F. (2003b). Two short forms of the LibQUAL+TM survey assessing users' perceptions of library service quality. Library Quarterly, 73, 453-465.
          Thompson, B., Cook, C., & Kyrillidou, M. (2005). Concurrent validity of LibQUAL+TM scores: What do LibQUAL+TM scores measure? Journal of Academic Librarianship, 31, 517-522.
          Thompson, B., Cook, C., & Kyrillidou, M. (in press). Using localized survey items to augment standardized benchmarking measures: A LibQUAL+TM study. portal: Libraries and the Academy.
          Thompson, B., Cook, C., & Thompson, R.L. (2002). Reliability and structure of LibQUAL+TM scores: Measuring perceived library service quality. portal: Libraries and the Academy, 2, 3-12.
          Wei, Y., Thompson, B., & Cook, C. (2005). Scaling users' perceptions of library service quality using Item Response Theory: A LibQUAL+TM study. portal: Libraries and the Academy, 5, 93-104.
Table 1 Pearson Correlation Coefficients for LibQUAL+TM Total Percentile Scores Across Two Language Versions and Five Years ('01 to '05) 

                                                                                         
Sample/                                     Variable                                     
Variable AmEng_01 AmEng_02 AmEng03a BrEng_03 AmEng03b AmEng_04 BrEng_04 AmEng_05 BrEng_05
                                                                                         
n         16,918   63,285   93,550   6,853    93,550   24,980   15,860   61,991   12,503
v         25       25       25       25       22       22       22       22       22
AmEng_01  1.0000
AmEng_02   .9823   1.0000
AmEng03a   .9996    .9819   1.0000
BrEng_03   .9998    .9827    .9994   1.0000
AmEng03b   .9995    .9818   1.0000    .9993   1.0000
AmEng_04   .9998    .9825    .9996    .9998    .9995   1.0000
BrEng_04   .9993    .9822    .9983    .9995    .9982    .9994   1.0000
AmEng_05   .9996    .9819    .9999    .9994    .9998    .9997    .9986   1.0000
BrEng_05   .9989    .9825    .9980    .9994    .9978    .9992    .9998    .9982   1.0000


Note. "AmEng" = American English; "BrEng" = British English. The 2003 year marked a transition from a 25-item to a 22-item version of LibQUAL+TM, and that year norms were reported for both the longer and the new, shorter version of the protocol. Years are indicated as the last two digits of the variable names.
          In 2005, for the first time, given substantial antipodal participation by libraries in the southern hemisphere (e.g., South Africa, Australia), LibQUAL+TM began to implemented each year in two sessions. Here, for 2005, only the first session data were available at writing. 

Table 2
Pearson Correlation Coefficients for LibQUAL+TM
Service Affect Percentile Scores Across Years for American English


                                            
Sample/                  Year               
Variable   2001     2003     2004     2005
                                            
n          16,918   93,413   24,980   61,991
v          9        9        9        9
2001       1.0000
2003        .9988   1.0000
2004        .9989    .9991   1.0000
2005        .9989    .9994    .9993   1.0000
                                            


Note. In 2005, for the first time, given substantial antipodal
participation by libraries in the southern hemisphere (e.g., South
Africa, Australia), LibQUAL+TM began to implemented each
year in two sessions. Here, for 2005, only the first session data
were available at writing.


Table 3
Pearson Correlation Coefficients for LibQUAL+TM
Personal Control ('01, '03), Information Access ('01, '03), and
Information Control ('03 to '05) Percentile Scores Across Years
for American English


                                                                       
Sample/                             Variable                           
Variable PersCo01 PersCo03 InfoAc01 InfoAc03 InfoCo03 InfoCo04 InfoCo05
                                                                       
n          16,918   93,548   16,918   93,530   93,267   24,980   61,991
v          6        6        5        5        8        8        8
PersCo01   1.0000
PersCo03    .9982   1.0000
InfoAc01    .9977    .9978   1.0000
InfoAc03    .9985    .9985    .9981   1.0000
InfoCo03    .9987    .9989    .9986    .9990   1.0000
InfoCo04    .9986    .9986    .9988    .9989    .9994   1.0000
InfoCo05    .9987    .9991    .9985    .9991    .9996    .9992   1.0000
                                                                       


Note. "PersCo" = Personal Control; "InfoAc" = Information Access;
"InfoCo" = Information Control. In 2003, the 6 items on the
Personal Control scale and the 5 items on the Information Access
scale merged to form the new, 8-item Information Control scale, and
that transitional year norms were reported for all three scales.

         
In 2005, for the first time, given substantial antipodal
participation by libraries in the southern hemisphere (e.g., South
Africa, Australia), LibQUAL+TM began to implemented each
year in two sessions. Here, for 2005, only the first session data
were available at writing.


Table 4
Pearson Correlation Coefficients for LibQUAL+TM
Library as Place Percentile Scores Across Years
for American English


                                           
Sample/                 Year               
Variable  2001     2003     2004     2005
                                           
n         16,918   92,850   24,980   61,991
v         5        5        5        5
2001      1.0000
2003       .9967   1.0000
2004       .9969    .9977   1.0000
2005       .9934    .9977    .9962   1.0000
                                           


Note. In 2005, for the first time, given substantial antipodal
participation by libraries in the southern hemisphere (e.g., South
Africa, Australia), LibQUAL+TM began to implemented each
year in two sessions. Here, for 2005, only the first session data
were available at writing.


Table 5
Pearson Correlation Coefficients for LibQUAL+TM Total
Percentile Scores for Undergraduate Students
Across Two Language Versions and Five Years ('01 to '05)



                                                              
Sample/                        Variable                       
Variable AmEng_01 AmEng_02 AmEng_03 AmEng_04 BrEng_04 AmEng_05
                                                              
n          5,154    26,483   49,262   10,342   10,702   38,952
v          25       25       25       22       22       22
AmEng_01   1.0000
AmEng_02    .9993   1.0000
AmEng_03    .9951    .9952   1.0000
AmEng_04    .9987    .9989    .9950   1.0000
BrEng_04    .9985    .9987    .9942    .9978   1.0000
AmEng_05    .9992    .9993    .9957    .9989    .9978   1.0000
                                                              


Note. "AmEng" = American English; "BrEng" = British English. The
2003 year marked a transition from the 25-item to a 22-item version
of LibQUAL+TM, and that year norms were reported for
both the longer and the new, shorter version of the protocol.

         
In 2005, for the first time, given substantial antipodal
participation by libraries in the southern hemisphere (e.g., South
Africa, Australia), LibQUAL+TM began to implemented each
year in two sessions. Here, for 2005, only the first session data
were available at writing.


Table 6
Pearson Correlation Coefficients for LibQUAL+TM Total
Percentile Scores for Faculty
Across Two Language Versions and Five Years ('01 to '05)



                                                              
Sample/                        Variable                       
Variable AmEng_01 AmEng_02 AmEng_03 AmEng_04 BrEng_04 AmEng_05
                                                              
n          4,420    19,067   22,360   5,410   1,783   8,903
v          25       25       25       22      22      22
AmEng_01   1.0000
AmEng_02    .9996   1.0000
AmEng_03    .9986    .9992   1.0000
AmEng_04    .9990    .9997    .9995   1.0000
BrEng_04    .9983    .9994    .9986    .9995   1.0000
AmEng_05    .9979    .9987    .9998    .9993    .9983   1.0000
                                                              


Note. "AmEng" = American English; "BrEng" = British English. The
2003 year marked a transition from the 25-item to a 22-item version
of LibQUAL+TM, and that year norms were reported for
both the longer and the new, shorter version of the protocol.

         
In 2005, for the first time, given substantial antipodal
participation by libraries in the southern hemisphere (e.g., South
Africa, Australia), LibQUAL+TM began to implemented each
year in two sessions. Here, for 2005, only the first session data
were available at writing.



APPENDIX
Percentile Scores for Percentile Ranks 1 Through 99 


Table A.1
LibQUAL+TM Total Scores for Percentile Ranks 1 to 99
Across Two Language Versions and Five Years ('01 to '05)


                                                                                       
       AmEng_01 AmEng_02 AmEng_03 BrEng_03 BrEng03b AmEng_04 BrEng_04 AmEng_05 BrEng_05
%tile  (v = 25) (v = 25) (v = 25) (v = 25) (v = 22) (v = 22) (v = 22) (v = 22) (v = 22)
                                                                                       
    1   3.302    3.680    3.560    3.396    3.500    3.500    3.136    3.227    3.389
    2   3.880    4.190    4.182    3.955    4.111    4.091    3.636    3.950    3.909
    3   4.200    4.500    4.520    4.208    4.476    4.409    3.955    4.318    4.227
    4   4.404    4.720    4.783    4.417    4.727    4.636    4.167    4.571    4.451
    5   4.600    4.900    4.958    4.600    4.909    4.833    4.318    4.773    4.619
    6   4.738    5.000    5.080    4.750    5.045    5.000    4.455    4.909    4.753
    7   4.880    5.136    5.200    4.880    5.167    5.091    4.591    5.000    4.864
    8   4.992    5.240    5.320    5.000    5.286    5.188    4.682    5.136    4.955
    9   5.051    5.350    5.440    5.042    5.409    5.318    4.773    5.227    5.045
   10   5.140    5.435    5.524    5.127    5.500    5.409    4.864    5.318    5.118
   11   5.229    5.520    5.625    5.217    5.591    5.498    4.955    5.421    5.182
   12   5.287    5.600    5.720    5.292    5.682    5.563    5.000    5.500    5.273
   13   5.366    5.667    5.792    5.360    5.773    5.636    5.091    5.591    5.350
   14   5.440    5.727    5.864    5.440    5.818    5.714    5.143    5.667    5.409
   15   5.516    5.800    5.920    5.480    5.909    5.773    5.200    5.727    5.455
   16   5.560    5.864    6.000    5.528    5.955    5.833    5.273    5.810    5.500
   17   5.633    5.920    6.040    5.583    6.000    5.905    5.318    5.864    5.571
   18   5.680    5.960    6.095    5.640    6.091    5.952    5.364    5.909    5.632
   19   5.753    6.000    6.160    5.680    6.136    6.000    5.409    6.000    5.667
   20   5.800    6.067    6.200    5.750    6.182    6.046    5.476    6.045    5.714
   21   5.840    6.120    6.250    5.800    6.227    6.095    5.524    6.091    5.762
   22   5.887    6.160    6.292    5.840    6.273    6.136    5.571    6.136    5.810
   23   5.925    6.200    6.348    5.880    6.318    6.182    5.591    6.182    5.850
   24   5.970    6.240    6.391    5.920    6.364    6.227    5.636    6.227    5.905
   25   6.006    6.280    6.435    5.960    6.409    6.273    5.682    6.273    5.909
   26   6.058    6.320    6.478    6.000    6.455    6.316    5.727    6.318    5.955
   27   6.098    6.360    6.520    6.040    6.500    6.350    5.773    6.364    6.000
   28   6.137    6.400    6.556    6.053    6.545    6.381    5.810    6.409    6.045
   29   6.160    6.437    6.583    6.086    6.571    6.409    5.850    6.455    6.053
   30   6.200    6.474    6.625    6.120    6.591    6.455    5.869    6.500    6.091
   31   6.240    6.500    6.650    6.160    6.636    6.500    5.909    6.526    6.136
   32   6.280    6.533    6.680    6.200    6.682    6.500    5.955    6.550    6.158
   33   6.313    6.565    6.720    6.208    6.714    6.545    6.000    6.591    6.184
   34   6.342    6.600    6.760    6.240    6.737    6.591    6.045    6.636    6.227
   35   6.374    6.640    6.792    6.280    6.773    6.619    6.068    6.682    6.269
   36   6.403    6.667    6.826    6.304    6.818    6.636    6.095    6.700    6.273
   37   6.440    6.696    6.840    6.333    6.850    6.682    6.136    6.727    6.318
   38   6.480    6.720    6.880    6.360    6.864    6.714    6.155    6.773    6.350
   39   6.513    6.760    6.917    6.400    6.909    6.727    6.182    6.810    6.366
   40   6.550    6.789    6.952    6.417    6.942    6.773    6.227    6.818    6.409
   41   6.562    6.810    6.960    6.440    6.955    6.810    6.250    6.864    6.429
   42   6.600    6.840    7.000    6.478    7.000    6.818    6.273    6.900    6.455
   43   6.633    6.875    7.000    6.500    7.000    6.864    6.318    6.909    6.500
   44   6.655    6.900    7.042    6.521    7.045    6.895    6.333    6.955    6.500
   45   6.680    6.920    7.080    6.560    7.071    6.909    6.364    7.000    6.545
   46   6.720    6.955    7.100    6.571    7.091    6.950    6.381    7.000    6.571
   47   6.750    6.960    7.125    6.600    7.136    6.955    6.409    7.045    6.591
   48   6.760    7.000    7.160    6.640    7.143    7.000    6.455    7.048    6.632
   49   6.800    7.040    7.188    6.652    7.182    7.000    6.474    7.091    6.636
   50   6.822    7.045    7.208    6.680    7.200    7.045    6.500    7.118    6.682
   51   6.840    7.080    7.240    6.720    7.227    7.077    6.545    7.136    6.682
   52   6.874    7.100    7.261    6.737    7.273    7.095    6.545    7.182    6.727
   53   6.888    7.125    7.280    6.760    7.278    7.136    6.591    7.190    6.727
   54   6.920    7.160    7.320    6.792    7.318    7.143    6.600    7.227    6.773
   55   6.953    7.174    7.333    6.816    7.333    7.182    6.636    7.250    6.800
   56   6.963    7.200    7.360    6.840    7.364    7.200    6.667    7.273    6.818
   57   7.000    7.240    7.400    6.864    7.400    7.227    6.682    7.318    6.864
   58   7.024    7.261    7.417    6.880    7.409    7.263    6.714    7.333    6.864
   59   7.040    7.280    7.440    6.909    7.455    7.273    6.727    7.364    6.909
   60   7.077    7.318    7.478    6.920    7.455    7.318    6.765    7.389    6.941
   61   7.090    7.333    7.500    6.957    7.500    7.333    6.773    7.409    6.955
   62   7.120    7.360    7.520    6.960    7.524    7.364    6.818    7.455    7.000
   63   7.153    7.400    7.545    7.000    7.545    7.389    6.842    7.471    7.000
   64   7.165    7.417    7.563    7.000    7.579    7.409    6.864    7.500    7.000
   65   7.200    7.440    7.600    7.040    7.591    7.450    6.905    7.526    7.045
   66   7.218    7.476    7.625    7.050    7.636    7.455    6.909    7.545    7.091
   67   7.245    7.500    7.640    7.080    7.647    7.500    6.955    7.591    7.095
   68   7.280    7.520    7.680    7.120    7.682    7.500    6.955    7.591    7.136
   69   7.306    7.550    7.708    7.125    7.714    7.545    7.000    7.636    7.143
   70   7.320    5.571    7.720    7.160    7.727    7.571    7.045    7.667    7.182
   71   7.360    7.600    7.760    7.200    7.773    7.591    7.048    7.682    7.200
   72   7.389    7.632    7.786    7.217    7.773    7.632    7.091    7.727    7.227
   73   7.400    7.652    7.800    7.250    7.818    7.636    7.105    7.750    7.273
   74   7.440    7.680    7.840    7.280    7.842    7.682    7.136    7.773    7.286
   75   7.473    7.720    7.870    7.320    7.864    7.714    7.182    7.813    7.318
   76   7.490    7.750    7.880    7.333    7.905    7.727    7.200    7.824    7.364
   77   7.520    7.765    7.920    7.360    7.909    7.773    7.227    7.864    7.375
   78   7.558    7.800    7.957    7.400    7.955    7.800    7.273    7.905    7.409
   79   7.578    7.833    7.960    7.437    8.000    7.818    7.309    7.917    7.455
   80   7.600    7.870    8.000    7.455    8.000    7.864    7.333    7.955    7.476
   81   7.640    7.900    8.040    7.480    8.045    7.905    7.364    8.000    7.500
   82   7.673    7.920    8.080    7.520    8.091    7.939    7.409    8.000    7.545
   83   7.695    7.960    8.091    7.560    8.095    7.955    7.438    8.048    7.591
   84   7.726    8.000    8.125    7.583    8.136    8.000    7.476    8.091    7.632
   85   7.760    8.040    8.160    7.600    8.182    8.045    7.524    8.136    7.667
   86   7.800    8.080    8.200    7.640    8.227    8.070    7.545    8.182    7.684
   87   7.840    8.120    8.240    7.680    8.250    8.105    7.591    8.227    7.737
   88   7.880    8.158    8.280    7.720    8.286    8.143    7.636    8.273    7.773
   89   7.920    8.200    8.320    7.783    8.333    8.190    7.682    8.318    7.818
   90   7.960    8.240    8.364    7.821    8.381    8.250    7.727    8.364    7.864
   91   8.000    8.300    8.417    7.875    8.429    8.300    7.786    8.412    7.950
   92   8.073    8.360    8.478    7.917    8.500    8.364    7.857    8.476    8.000
   93   8.120    8.417    8.520    7.960    8.545    8.409    7.909    8.545    8.045
   94   8.178    8.480    8.600    8.000    8.600    8.500    8.000    8.619    8.136
   95   8.242    8.560    8.667    8.080    8.682    8.563    8.048    8.682    8.190
   96   8.320    8.650    8.739    8.160    8.762    8.641    8.143    8.773    8.318
   97   8.440    8.750    8.826    8.240    8.833    8.762    8.273    8.864    8.428
   98   8.570    8.864    8.920    8.368    8.952    8.864    8.409    8.955    8.545
   99   8.791    9.000    9.000    8.604    9.000    9.000    8.636    9.000    8.809
                                                                                       


Note. "AmEng" = American English; "BrEng" = British English. The
2003 year marked a transition from a 25-item to a 22-item version
of LibQUAL+TM, and that year norms were reported for
both the longer and the new, shorter version of the protocol.



Table A.2
LibQUAL+TM Service Affect Scores (v = 9) for
Percentile Ranks 1 to 99 for American English Data
Across Selected Years



                                        
                      Year              
%tile   2001     2003     2004     2005
                                        
    1   2.667    2.889    2.444    2.556
    2   3.295    3.667    3.444    3.444
    3   3.778    4.125    3.889    3.889
    4   4.111    4.444    4.250    4.222
    5   4.422    4.667    4.556    4.556
    6   4.556    4.889    4.667    4.667
    7   4.778    5.000    4.889    4.889
    8   4.889    5.111    5.000    5.000
    9   5.000    5.222    5.111    5.000
   10   5.111    5.333    5.200    5.200
   11   5.222    5.444    5.250    5.250
   12   5.333    5.556    5.333    5.333
   13   5.422    5.667    5.444    5.444
   14   5.444    5.778    5.556    5.556
   15   5.556    5.780    5.625    5.667
   16   5.667    5.889    5.667    5.667
   17   5.671    6.000    5.778    5.778
   18   5.778    6.000    5.857    5.875
   19   5.889    6.111    5.889    5.889
   20   5.889    6.125    6.000    6.000
   21   6.000    6.222    6.000    6.000
   22   6.000    6.250    6.000    6.111
   23   6.111    6.333    6.111    6.125
   24   6.111    6.333    6.143    6.222
   25   6.201    6.444    6.222    6.222
   26   6.222    6.444    6.222    6.333
   27   6.311    6.556    6.333    6.333
   28   6.333    6.556    6.333    6.444
   29   6.333    6.625    6.429    6.444
   30   6.444    6.667    6.444    6.500
   31   6.444    6.667    6.500    6.556
   32   6.533    6.778    6.556    6.556
   33   6.556    6.778    6.556    6.667
   34   6.556    6.778    6.625    6.667
   35   6.667    6.889    6.667    6.667
   36   6.667    6.889    6.667    6.750
   37   6.667    6.889    6.667    6.778
   38   6.778    7.000    6.778    6.778
   39   6.778    7.000    6.778    6.875
   40   6.778    7.000    6.778    6.889
   41   6.872    7.000    6.875    6.889
   42   6.889    7.111    6.889    7.000
   43   6.889    7.111    6.889    7.000
   44   6.889    7.125    7.000    7.000
   45   6.978    7.222    7.000    7.000
   46   7.000    7.222    7.000    7.111
   47   7.000    7.222    7.000    7.111
   48   7.000    7.286    7.111    7.111
   49   7.067    7.333    7.111    7.200
   50   7.111    7.333    7.111    7.222
   51   7.111    7.375    7.143    7.222
   52   7.111    7.444    7.222    7.250
   53   7.200    7.444    7.222    7.333
   54   7.222    7.444    7.222    7.333
   55   7.222    7.500    7.333    7.333
   56   7.222    7.556    7.333    7.429
   57   7.311    7.556    7.333    7.444
   58   7.333    7.556    7.375    7.444
   59   7.333    7.667    7.444    7.500
   60   7.333    7.667    7.444    7.556
   61   7.444    7.667    7.444    7.556
   62   7.444    7.714    7.500    7.556
   63   7.444    7.778    7.556    7.625
   64   7.486    7.778    7.556    7.667
   65   7.556    7.778    7.600    7.667
   66   7.556    7.857    7.667    7.667
   67   7.556    7.889    7.667    7.750
   68   7.644    7.889    7.667    7.778
   69   7.667    7.889    7.750    7.778
   70   7.667    8.000    7.778    7.857
   71   7.667    8.000    7.778    7.889
   72   7.778    8.000    7.778    7.889
   73   7.778    8.000    7.875    7.889
   74   7.778    8.111    7.889    8.000
   75   7.840    8.111    7.889    8.000
   76   7.889    8.111    8.000    8.000
   77   7.889    8.143    8.000    8.000
   78   7.889    8.222    8.000    8.111
   79   8.000    8.222    8.000    8.111
   80   8.000    8.250    8.111    8.125
   81   8.000    8.333    8.111    8.222
   82   8.000    8.333    8.125    8.222
   83   8.111    8.429    8.222    8.333
   84   8.111    8.444    8.222    8.333
   85   8.111    8.444    8.333    8.375
   86   8.222    8.556    8.333    8.444
   87   8.222    8.556    8.375    8.444
   88   8.333    8.625    8.444    8.556
   89   8.333    8.667    8.500    8.556
   90   8.444    8.667    8.556    8.667
   91   8.444    8.778    8.600    8.667
   92   8.556    8.778    8.667    8.778
   93   8.556    8.889    8.750    8.778
   94   8.667    8.889    8.778    8.889
   95   8.778    9.000    8.889    8.889
   96   8.778    9.000    8.889    9.000
   97   8.778    9.000    9.000    9.000
   98   9.000    9.000    9.000    9.000
   99   9.000    9.000    9.000    9.000
                                        



Table A.3
LibQUAL+TM Personal Control ('01, '03), Information
Access ('01,
'03), and Information Control ('03 to '05) Scores for
Percentile Ranks 1 to 99 Across Years for American English



                                                                    
      PersCo01 PersCo03 InfoAc01 InfoAc03 InfoCo03 InfoCo04 InfoCo05
%tile (v = 6)  (v = 6)  (v = 5)  (v = 5)  (v = 8)  (v = 8)  (v = 8) 
                                                                    
    1   2.833    3.167    2.800    3.000    3.125    3.279    3.000
    2   3.652    4.000    3.400    3.750    3.800    3.875    3.750
    3   4.000    4.333    3.800    4.000    4.250    4.333    4.143
    4   4.275    4.667    4.200    4.400    4.500    4.625    4.500
    5   4.500    4.833    4.400    4.600    4.750    4.858    4.667
    6   4.667    5.000    4.564    4.800    4.875    5.000    4.875
    7   4.833    5.167    4.600    5.000    5.000    5.125    5.000
    8   5.000    5.167    4.800    5.000    5.125    5.250    5.125
    9   5.000    5.333    4.888    5.200    5.250    5.375    5.250
   10   5.167    5.500    5.000    5.250    5.375    5.429    5.375
   11   5.333    5.500    5.000    5.400    5.500    5.500    5.429
   12   5.333    5.667    5.200    5.400    5.571    5.625    5.500
   13   5.500    5.667    5.200    5.600    5.625    5.714    5.625
   14   5.500    5.833    5.274    5.600    5.750    5.750    5.714
   15   5.667    5.833    5.400    5.750    5.750    5.875    5.750
   16   5.667    6.000    5.400    5.800    5.875    5.875    5.875
   17   5.833    6.000    5.474    5.800    5.875    6.000    5.875
   18   5.833    6.000    5.600    6.000    6.000    6.000    6.000
   19   5.962    6.167    5.600    6.000    6.000    6.125    6.000
   20   6.000    6.167    5.600    6.000    6.125    6.125    6.125
   21   6.000    6.200    5.688    6.000    6.125    6.200    6.125
   22   6.143    6.333    5.800    6.200    6.250    6.250    6.250
   23   6.167    6.333    5.800    6.200    6.250    6.250    6.250
   24   6.167    6.333    5.800    6.200    6.286    6.375    6.250
   25   6.198    6.500    5.874    6.250    6.375    6.375    6.375
   26   6.333    6.500    5.964    6.400    6.375    6.375    6.375
   27   6.333    6.500    6.000    6.400    6.500    6.500    6.429
   28   6.333    6.500    6.000    6.400    6.500    6.500    6.500
   29   6.500    6.667    6.000    6.400    6.500    6.500    6.500
   30   6.500    6.667    6.088    6.500    6.571    6.625    6.571
   31   6.500    6.667    6.164    6.600    6.625    6.625    6.625
   32   6.500    6.667    6.200    6.600    6.625    6.625    6.625
   33   6.667    6.800    6.200    6.600    6.625    6.714    6.667
   34   6.667    6.833    6.200    6.600    6.750    6.750    6.750
   35   6.667    6.833    6.252    6.750    6.750    6.750    6.750
   36   6.667    6.833    6.288    6.750    6.750    6.750    6.750
   37   6.780    6.833    6.364    6.800    6.833    6.857    6.857
   38   6.833    7.000    6.400    6.800    6.875    6.857    6.875
   39   6.833    7.000    6.400    6.800    6.875    6.857    6.875
   40   6.833    7.000    6.400    6.800    6.875    6.875    6.875
   41   6.833    7.000    6.438    7.000    7.000    7.000    7.000
   42   6.842    7.000    6.478    7.000    7.000    7.000    7.000
   43   7.000    7.000    6.526    7.000    7.000    7.000    7.000
   44   7.000    7.167    6.564    7.000    7.000    7.000    7.000
   45   7.000    7.167    6.600    7.000    7.000    7.000    7.000
   46   7.000    7.167    6.600    7.000    7.125    7.125    7.125
   47   7.000    7.167    6.600    7.000    7.125    7.125    7.125
   48   7.152    7.167    6.600    7.000    7.125    7.125    7.125
   49   7.167    7.200    6.652    7.200    7.125    7.125    7.143
   50   7.167    7.333    6.688    7.200    7.200    7.143    7.250
   51   7.167    7.333    6.752    7.200    7.250    7.250    7.250
   52   7.167    7.333    6.764    7.200    7.250    7.250    7.250
   53   7.167    7.333    6.800    7.250    7.250    7.250    7.250
   54   7.318    7.333    6.800    7.250    7.286    7.250    7.286
   55   7.333    7.333    6.800    7.250    7.375    7.333    7.375
   56   7.333    7.500    6.800    7.400    7.375    7.375    7.375
   57   7.333    7.500    6.852    7.400    7.375    7.375    7.375
   58   7.333    7.500    6.888    7.400    7.375    7.375    7.400
   59   7.333    7.500    6.952    7.400    7.429    7.375    7.500
   60   7.485    7.500    6.964    7.400    7.500    7.500    7.500
   61   7.500    7.500    7.000    7.500    7.500    7.500    7.500
   62   7.500    7.667    7.000    7.500    7.500    7.500    7.500
   63   7.500    7.667    7.000    7.500    7.500    7.500    7.571
   64   7.500    7.667    7.000    7.600    7.625    7.500    7.625
   65   7.502    7.667    7.052    7.600    7.625    7.625    7.625
   66   7.664    7.667    7.088    7.600    7.625    7.625    7.625
   67   7.667    7.667    7.162    7.600    7.625    7.625    7.625
   68   7.667    7.800    7.190    7.667    7.714    7.625    7.714
   69   7.667    7.833    7.200    7.750    7.750    7.714    7.750
   70   7.667    7.833    7.200    7.750    7.750    7.750    7.750
   71   7.667    7.833    7.200    7.800    7.750    7.750    7.750
   72   7.829    7.833    7.200    7.800    7.750    7.750    7.800
   73   7.833    7.833    7.274    7.800    7.857    7.750    7.875
   74   7.833    8.000    7.288    7.800    7.857    7.857    7.875
   75   7.833    8.000    7.364    7.800    7.857    7.857    7.875
   76   7.833    8.000    7.400    8.000    7.875    7.875    7.875
   77   7.962    8.000    7.400    8.000    7.875    7.875    8.000
   78   8.000    8.000    7.400    8.000    8.000    8.000    8.000
   79   8.000    8.000    7.400    8.000    8.000    8.000    8.000
   80   8.000    8.000    7.474    8.000    8.000    8.000    8.000
   81   8.000    8.167    7.526    8.000    8.000    8.000    8.125
   82   8.000    8.167    7.600    8.000    8.125    8.000    8.125
   83   8.167    8.167    7.600    8.200    8.125    8.125    8.125
   84   8.167    8.167    7.600    8.200    8.125    8.125    8.167
   85   8.167    8.333    7.600    8.200    8.167    8.125    8.250
   86   8.167    8.333    7.688    8.200    8.250    8.250    8.250
   87   8.310    8.333    7.800    8.250    8.250    8.250    8.286
   88   8.333    8.333    7.800    8.333    8.286    8.250    8.375
   89   8.333    8.500    7.800    8.400    8.375    8.375    8.375
   90   8.333    8.500    7.874    8.400    8.375    8.375    8.500
   91   8.500    8.500    8.000    8.500    8.500    8.429    8.500
   92   8.500    8.667    8.000    8.600    8.500    8.500    8.625
   93   8.500    8.667    8.000    8.600    8.625    8.571    8.625
   94   8.667    8.667    8.164    8.667    8.625    8.625    8.750
   95   8.667    8.833    8.200    8.800    8.750    8.750    8.750
   96   8.667    8.833    8.288    8.800    8.857    8.750    8.875
   97   8.833    9.000    8.400    9.000    8.875    8.875    9.000
   98   9.000    9.000    8.600    9.000    9.000    9.000    9.000
   99   9.000    9.000    8.800    9.000    9.000    9.000    9.000
                                                                    


Note. "PersCo" = Personal Control; "InfoAc" = Information Access;
"InfoCo" = Information Control. In 2003, the 6 items on the
Personal Control scale and the 5 items on the Information Access
scale merged to form the new, 8-item Information Control scale, and
that transitional year norms were reported for all three
scales.



Table A.4
LibQUAL+TM Library as Place Scores (v = 5) for
Percentile Ranks 1 to 99 for American English Data
Across Selected Years



                                        
                      Year              
%tile   2001     2003     2004     2005
                                        
    1   1.400    2.400    2.000    1.000
    2   1.800    3.000    2.000    2.200
    3   2.200    3.600    2.600    3.000
    4   2.596    4.000    3.200    3.333
    5   2.800    4.200    3.500    3.600
    6   3.000    4.400    3.800    3.800
    7   3.200    4.600    4.000    4.000
    8   3.200    4.750    4.200    4.200
    9   3.400    4.800    4.250    4.400
   10   3.600    5.000    4.400    4.600
   11   3.800    5.000    4.600    4.667
   12   3.800    5.200    4.750    4.800
   13   4.000    5.200    4.800    5.000
   14   4.200    5.400    5.000    5.000
   15   4.200    5.400    5.000    5.000
   16   4.400    5.500    5.000    5.200
   17   4.400    5.600    5.200    5.200
   18   4.600    5.600    5.200    5.400
   19   4.600    5.750    5.200    5.400
   20   4.800    5.800    5.400    5.400
   21   4.800    5.800    5.400    5.600
   22   4.832    6.000    5.400    5.600
   23   5.000    6.000    5.600    5.600
   24   5.000    6.000    5.600    5.800
   25   5.000    6.000    5.600    5.800
   26   5.200    6.200    5.750    5.800
   27   5.200    6.200    5.800    6.000
   28   5.200    6.200    5.800    6.000
   29   5.274    6.250    5.800    6.000
   30   5.400    6.400    6.000    6.000
   31   5.400    6.400    6.000    6.200
   32   5.400    6.400    6.000    6.200
   33   5.600    6.500    6.000    6.200
   34   5.600    6.600    6.000    6.200
   35   5.600    6.600    6.200    6.400
   36   5.636    6.600    6.200    6.400
   37   5.800    6.600    6.200    6.400
   38   5.800    6.750    6.250    6.400
   39   5.800    6.800    6.400    6.500
   40   5.890    6.800    6.400    6.600
   41   6.000    6.800    6.400    6.600
   42   6.000    6.800    6.400    6.600
   43   6.000    7.000    6.500    6.600
   44   6.000    7.000    6.600    6.750
   45   6.070    7.000    6.600    6.800
   46   6.200    7.000    6.600    6.800
   47   6.200    7.000    6.600    6.800
   48   6.200    7.000    6.667    6.800
   49   6.200    7.000    6.800    7.000
   50   6.256    7.200    6.800    7.000
   51   6.400    7.200    6.800    7.000
   52   6.400    7.200    6.800    7.000
   53   6.400    7.200    7.000    7.000
   54   6.400    7.200    7.000    7.000
   55   6.582    7.333    7.000    7.200
   56   6.600    7.400    7.000    7.200
   57   6.600    7.400    7.000    7.200
   58   6.600    7.400    7.000    7.200
   59   6.600    7.400    7.000    7.200
   60   6.800    7.500    7.200    7.250
   61   6.800    7.500    7.200    7.400
   62   6.800    7.600    7.200    7.400
   63   6.800    7.600    7.200    7.400
   64   6.802    7.600    7.250    7.400
   65   7.000    7.600    7.333    7.400
   66   7.000    7.667    7.400    7.572
   67   7.000    7.750    7.400    7.600
   68   7.000    7.800    7.400    7.600
   69   7.000    7.800    7.400    7.600
   70   7.061    7.800    7.500    7.600
   71   7.200    7.800    7.600    7.750
   72   7.200    8.000    7.600    7.800
   73   7.200    8.000    7.600    7.800
   74   7.200    8.000    7.600    7.800
   75   7.400    8.000    7.750    7.800
   76   7.400    8.000    7.800    8.000
   77   7.400    8.000    7.800    8.000
   78   7.400    8.000    7.800    8.000
   79   7.400    8.200    7.800    8.000
   80   7.600    8.200    8.000    8.000
   81   7.600    8.200    8.000    8.000
   82   7.600    8.200    8.000    8.200
   83   7.610    8.250    8.000    8.200
   84   7.800    8.400    8.000    8.200
   85   7.800    8.400    8.000    8.250
   86   7.800    8.400    8.200    8.400
   87   7.982    8.500    8.200    8.400
   88   8.000    8.600    8.250    8.400
   89   8.000    8.600    8.400    8.600
   90   8.000    8.600    8.400    8.600
   91   8.180    8.750    8.400    8.600
   92   8.200    8.800    8.600    8.750
   93   8.200    8.800    8.600    8.800
   94   8.400    9.000    8.750    8.800
   95   8.400    9.000    8.800    9.000
   96   8.600    9.000    9.000    9.000
   97   8.800    9.000    9.000    9.000
   98   9.000    9.000    9.000    9.000
   99   9.000    9.000    9.000    9.000
                                        



Table A.5
LibQUAL+TM Total Scores for Undergraduate Students
for Percentile Ranks 1 to 99
Across Two Language Versions and Five Years ('01 to '05)



                                                            
       AmEng_01 AmEng_02 AmEng_03 AmEng_04 BrEng_04 AmEng_05
%tile  (v = 25) (v = 25) (v = 25) (v = 22) (v = 22) (v = 22)
                                                            
    1    3.508    3.680    3.640    3.545    3.136    3.318
    2    4.012    4.208    4.240    4.130    3.600    4.000
    3    4.343    4.500    4.588    4.403    3.952    4.381
    4    4.558    4.720    4.833    4.678    4.101    4.636
    5    4.706    4.909    5.000    4.482    4.286    4.818
    6    4.866    5.000    5.083    5.000    4.451    4.955
    7    4.960    5.120    5.208    5.067    4.588    5.000
    8    5.009    5.217    5.333    5.205    4.682    5.136
    9    5.120    5.320    5.440    5.318    4.765    5.238
   10    5.200    5.400    5.550    5.409    4.842    5.364
   11    5.273    5.474    5.640    5.500    4.909    5.455
   12    5.320    5.550    5.720    5.563    5.000    5.529
   13    5.400    5.625    5.800    5.636    5.045    5.619
   14    5.453    5.684    5.870    5.727    5.095    5.682
   15    5.520    5.760    5.920    5.773    5.167    5.750
   16    5.584    5.818    6.000    5.832    5.227    5.818
   17    5.640    5.880    6.040    5.905    5.273    5.864
   18    5.705    5.920    6.088    5.955    5.318    5.952
   19    5.760    6.000    6.160    6.000    5.364    6.000
   20    5.831    6.040    6.200    6.045    5.429    6.045
   21    5.880    6.080    6.250    6.091    5.476    6.091
   22    5.920    6.125    6.292    6.136    5.524    6.143
   23    5.960    6.167    6.348    6.182    5.571    6.190
   24    6.008    6.208    6.391    6.227    5.591    6.238
   25    6.060    6.250    6.435    6.273    5.636    6.286
   26    6.118    6.292    6.458    6.294    5.682    6.333
   27    6.156    6.333    6.500    6.318    5.727    6.368
   28    6.193    6.364    6.542    6.364    5.762    6.409
   29    6.225    6.409    5.583    6.409    5.773    6.455
   30    6.269    6.440    6.609    6.450    5.818    6.500
   31    6.313    6.480    6.640    6.476    5.864    6.545
   32    6.344    6.520    6.680    6.500    5.909    6.571
   33    6.374    6.556    6.720    6.545    5.947    6.591
   34    6.400    6.583    6.750    6.579    5.955    6.636
   35    6.440    6.609    6.789    6.600    6.000    6.682
   36    6.480    6.640    6.800    6.636    6.045    6.714
   37    6.512    6.680    6.840    6.682    6.091    6.727
   38    6.537    6.708    6.875    6.714    6.101    6.773
   39    6.570    6.737    6.909    6.727    6.136    6.810
   40    6.600    6.671    6.920    6.773    6.182    6.818
   41    6.633    6.800    6.960    6.810    6.190    6.864
   42    6.659    6.826    7.000    6.818    6.227    6.895
   43    6.685    6.857    7.000    6.684    6.273    6.909
   44    6.720    6.880    7.040    6.894    6.286    6.955
   45    6.753    6.913    7.063    6.909    6.318    7.000
   46    6.766    6.944    7.083    6.952    6.350    7.000
   47    6.800    6.960    7.120    6.955    6.364    7.045
   48    6.833    7.000    7.152    7.000    6.400    7.045
   49    6.845    7.000    7.167    7.045    6.409    7.091
   50    6.880    7.043    7.200    7.048    6.455    7.100
   51    6.908    7.080    7.217    7.091    6.476    7.136
   52    6.922    7.091    7.240    7.095    6.500    7.182
   53    6.960    7.120    7.280    7.136    6.545    7.182
   54    6.973    7.143    7.292    7.158    6.563    7.227
   55    7.000    7.167    7.320    7.182    6.591    7.238
   56    7.025    7.200    7.360    7.222    6.619    7.273
   57    7.040    7.217    7.375    7.227    6.636    7.318
   58    7.073    7.240    7.400    7.273    6.667    7.318
   59    7.086    7.280    7.435    7.273    6.682    7.364
   60    7.120    7.304    7.458    7.318    6.727    7.381
   61    7.132    7.333    7.480    7.333    6.727    7.409
   62    7.160    7.360    7.520    7.364    6.773    7.455
   63    7.177    7.375    7.526    7.400    6.800    7.455
   64    7.200    7.400    7.560    7.409    6.818    7.500
   65    7.233    7.440    7.583    7.455    6.857    7.524
   66    7.250    7.458    7.609    7.455    6.864    7.545
   67    7.280    7.480    7.640    7.500    6.909    7.571
   68    7.313    7.520    7.667    7.500    6.947    7.591
   69    7.323    7.545    7.682    7.545    6.955    7.636
   70    7.360    7.565    7.720    7.571    7.000    7.636
   71    7.393    7.600    7.750    7.591    7.000    7.682
   72    7.405    7.636    7.762    7.636    7.045    7.714
   73    7.440    7.667    7.800    7.647    7.069    7.727
   74    7.470    7.682    7.833    7.682    7.091    7.773
   75    7.488    7.720    7.840    7.708    7.136    7.800
   76    7.520    7.760    7.880    7.727    7.150    7.818
   77    7.560    7.792    7.917    7.773    7.182    7.864
   78    7.582    7.818    7.929    7.810    7.227    7.889
   79    7.600    7.840    7.960    7.818    7.273    7.909
   80    7.640    7.875    8.000    7.864    7.286    7.955
   81    7.673    7.913    8.000    7.909    7.318    8.000
   82    7.698    7.952    8.042    7.952    7.364    8.000
   83    7.729    8.000    8.083    7.955    7.409    8.045
   84    7.764    8.000    8.120    8.000    7.429    8.091
   85    7.800    8.045    8.160    8.045    7.476    8.136
   86    7.840    8.087    8.192    8.091    7.524    8.182
   87    7.880    8.130    8.227    8.108    7.545    8.227
   88    7.920    8.174    8.263    8.158    7.591    8.273
   89    7.960    8.226    8.318    8.200    7.636    8.318
   90    8.000    8.280    8.360    8.238    7.682    8.364
   91    8.058    8.333    8.400    8.318    7.270    8.409
   92    8.105    8.400    8.455    8.364    7.810    8.500
   93    8.160    8.478    8.520    8.429    7.864    8.545
   94    8.215    8.542    8.583    8.500    7.950    8.636
   95    8.280    8.632    8.652    8.591    8.000    8.700
   96    8.391    8.714    8.750    8.682    8.091    8.773
   97    8.519    8.810    8.833    8.773    8.227    8.867
   98    8.646    8.920    8.947    8.909    8.364    9.000
   99    8.880    9.000    9.000    9.000    8.571    9.000
                                                            




Table A.6
LibQUAL+TM Total Scores for Faculty
for Percentile Ranks 1 to 99
Across Two Language Versions and Five Years ('01 to '05)



                                                            
       AmEng_01 AmEng_02 AmEng_03 AmEng_04 BrEng_04 AmEng_05
%tile  (v = 25) (v = 25) (v = 25) (v = 22) (v = 22) (v = 22)
                                                            
    1    3.280    3.676    3.544    3.235    3.000    3.046
    2    3.675    4.175    4.217    3.892    3.590    3.810
    3    4.000    4.522    4.542    4.318    3.978    4.273
    4    4.240    4.750    4.800    4.547    4.275    4.591
    5    4.400    4.920    5.000    4.773    4.455    4.789
    6    4.540    5.046    5.160    4.909    4.591    4.955
    7    4.664    5.190    5.292    5.045    4.682    5.079
    8    4.777    5.295    5.412    5.136    4.864    5.200
    9    4.908    5.400    5.520    5.273    4.955    5.318
   10    4.995    5.480    5.637    5.364    5.091    5.409
   11    5.073    5.579    5.720    5.451    5.182    5.500
   12    5.154    5.667    5.800    5.541    5.228    5.591
   13    5.233    5.727    5.880    5.636    5.273    5.667
   14    5.302    5.800    5.958    5.710    5.364    5.727
   15    5.361    5.875    6.000    5.773    5.426    5.816
   16    5.455    5.920    6.080    5.833    5.500    5.895
   17    5.520    6.000    6.125    5.905    5.545    5.955
   18    5.560    6.040    6.190    5.955    5.591    6.000
   19    5.623    6.080    6.240    6.000    5.636    6.059
   20    5.680    6.125    6.280    6.053    5.682    6.136
   21    5.720    6.169    6.333    6.118    5.727    6.182
   22    5.760    6.217    6.400    6.158    5.762    6.227
   23    5.818    6.250    6.440    6.200    5.818    6.273
   24    5.872    6.292    6.480    6.263    5.864    6.318
   25    5.898    6.333    6.524    6.286    5.909    6.364
   26    5.921    6.379    6.565    6.333    5.955    6.409
   27    5.960    6.417    6.600    6.364    6.000    6.455
   28    6.000    6.450    6.640    6.409    6.045    6.500
   29    6.040    6.480    6.680    6.444    6.055    6.545
   30    6.080    6.520    6.720    6.455    6.091    6.591
   31    6.120    6.560    6.760    6.500    6.133    6.619
   32    6.160    6.600    6.800    6.529    6.143    6.647
   33    6.200    6.625    6.833    6.571    6.182    6.682
   34    6.218    6.647    6.870    6.600    6.211    6.727
   35    6.250    6.680    6.880    6.636    6.230    6.773
   36    6.280    6.720    6.920    6.682    6.273    6.810
   37    6.320    6.750    6.958    6.714    6.318    6.850
   38    6.360    6.789    7.000    6.727    6.353    6.864
   39    6.400    6.810    7.000    6.773    6.364    6.909
   40    6.434    6.840    7.040    6.800    6.409    6.950
   41    6.452    6.875    7.080    6.818    6.421    6.955
   42    6.480    6.892    7.087    6.864    6.455    7.000
   43    6.520    6.920    7.120    6.889    6.476    7.000
   44    6.560    6.952    7.160    6.909    6.500    7.048
   45    6.600    6.960    7.182    6.944    6.545    7.091
   46    6.632    7.000    7.208    6.955    6.571    7.111
   47    6.655    7.000    7.240    7.000    6.591    7.136
   48    6.680    7.043    7.273    7.000    6.600    7.182
   49    6.717    7.080    7.286    7.045    6.636    7.182
   50    6.745    7.091    7.320    7.061    6.647    7.227
   51    6.760    7.120    7.333    7.091    6.682    7.238
   52    6.800    7.160    7.360    7.116    6.700    7.273
   53    6.840    7.174    7.400    7.136    6.727    7.318
   54    6.859    7.200    7.417    7.182    6.754    7.333
   55    6.880    7.240    7.440    7.190    6.773    7.364
   56    6.909    7.250    7.476    7.227    6.800    7.400
   57    6.930    7.280    7.480    7.250    6.818    7.409
   58    6.960    7.316    7.520    7.273    6.818    7.455
   59    6.991    7.333    7.542    7.318    6.864    7.455
   60    7.000    7.360    7.560    7.333    6.889    7.500
   61    7.040    7.391    7.600    7.368    6.909    7.524
   62    7.068    7.409    7.625    7.409    6.950    7.545
   63    7.086    7.440    7.640    7.444    6.955    7.571
   64    7.120    7.458    7.667    7.455    7.000    7.591
   65    7.154    7.480    7.684    7.500    7.000    7.632
   66    7.165    7.520    7.720    7.500    7.045    7.636
   67    7.200    7.542    7.750    7.545    7.060    7.682
   68    7.211    7.565    7.760    7.559    7.091    7.691
   69    7.251    7.600    7.800    7.591    7.136    7.727
   70    7.280    7.619    7.833    7.619    7.143    7.762
   71    7.320    7.640    7.840    7.642    7.182    7.773
   72    7.352    7.680    7.880    7.682    7.190    7.818
   73    7.379    7.700    7.909    7.714    7.227    7.833
   74    7.400    7.720    7.920    7.727    7.273    7.864
   75    7.440    7.760    7.958    7.762    7.286    7.900
   76    7.473    7.778    8.000    7.778    7.318    7.909
   77    7.496    7.800    8.000    7.818    7.364    7.952
   78    7.520    7.840    8.040    7.857    7.409    7.955
   79    7.555    7.870    8.080    7.866    7.429    8.000
   80    7.576    7.895    8.087    7.909    7.455    8.045
   81    7.600    7.920    8.120    7.952    7.500    8.053
   82    7.640    7.958    8.160    8.000    7.500    8.092
   83    7.673    8.000    8.200    8.000    7.549    8.136
   84    7.680    8.000    8.217    8.050    7.591    8.182
   85    7.720    8.045    8.250    8.091    7.633    8.211
   86    7.760    8.083    8.292    8.136    7.682    8.250
   87    7.800    8.125    8.320    8.158    7.727    8.286
   88    7.833    8.160    8.360    8.190    7.772    8.318
   89    7.868    8.208    8.400    8.250    7.818    8.364
   90    7.913    8.250    8.440    8.286    7.864    8.409
   91    7.960    8.313    8.480    8.333    7.909    8.455
   92    8.000    8.360    8.542    8.382    7.955    8.500
   93    8.078    8.409    8.591    8.450    8.000    8.556
   94    8.120    8.480    8.640    8.500    8.050    8.619
   95    8.200    8.550    8.708    8.591    8.136    8.667
   96    8.275    8.625    8.761    8.682    8.273    8.773
   97    8.360    8.708    8.840    8.769    8.364    8.857
   98    8.520    8.810    8.920    8.864    8.461    8.916
   99    8.695    8.951    9.000    9.000    8.689    9.000