Esse estudo procurou trazer uma alternativa de avaliação dos serviços oferecidos em bibliotecas, principalmente para as universidades públicas. Levando em consideração a opinião dos usuários, ...procurou-se dar ênfase à satisfação em relação aos serviços prestados. Para coletar os dados, foi utilizada uma adaptação do método libqual que ainda é pouco explorado no Brasil. Sabe-se que a longevidade de uma instituição pública depende muito da importância que a mesma dá aos seus serviços. Com uma comunidade usuária cada dia mais exigente, surge a necessidade de se investigar as percepções acerca dos serviços oferecidos seja em quaisquer ambientes. Nesse trabalho, foi realizado um estudo de caso nas bibliotecas de uma universidade pública. Visto a ausência de uma sistemática de avaliação interna em relação aos serviços oferecidos pelas bibliotecas do Sistema de bibliotecas da Universidade Federal de Pelotas (Sisbi/UFPel), que inclua seus usuários no foco da discussão, buscou-se por meio desse estudo avaliar a satisfação dos mesmos por meio de um questionário on-line. Com base nos resultados dessa pesquisa, foram empregadas técnicas estatísticas para aferir a confiabilidade das informações coletadas. Como principais resultados encontrados foi possível verificar quais foram os serviços mais utilizados, perfil do público que frequenta as bibliotecas, os serviços com maior nível de satisfação e também os com menores níveis. Descobriu-se que a dimensão da pesquisa valor afetivo foi a dimensão que obteve melhores scores de avaliação. Por fim, foram sugeridas melhorias no Sistema de Bibliotecas dessa Universidade e propõe-se novas pesquisas aplicando a mesma sistemática de avaliação para comparações e avanços futuros.
Background and purpose: Assessment of user satisfaction on library services is a major challenge in achieving appropriate services. The aim of this study was to evaluate user satisfaction with ...library services at Mazandaran University of Medical Sciences based on LibQUAL model. Materials and methods: A descriptive study was conducted in 144 faculty members and students at Mazandaran University of Medical Sciences. The participants were selected by convenience sampling. They reported their satisfaction on library services of different schools at Mazandaran University of Medical Sciences via completing the LibQUAL scale. Results: This study showed that, user satisfaction in three components, including service affect, information control, and library as a place met the minimum level of expectations (5.25±1.05, 5.51±1.20, 5.69±1.50, respectively), but did not met the maximum level of expectations (6.43±1.79, 5.83±1.68, 5.83±1.97, respectively). Similar Satisfaction level was seen in faculty members and students on the service affect. In dimension of information services, the expectation level of faculty members was higher than that of students, but their satisfaction level on library as a place was less than that of the students. Conclusion: The libraries and information centers studied here, met the needs of users at average levels, but they are believed to be far from ideal levels.
A constant concern of academic institutions has been to improve the customer satisfaction in university libraries. The service quality within academic library context is pivotal for satisfying ...customers by meeting the customers’ needs to create loyalty amongst customers. This research uses LibQual to analyze the gap between customer’s perception and expectation, concerned with the services at the University Sultan Zainal Abidin (UniSZA) Library. There are six dimensions in service quality; namely general services, search for materials, library collection, staff, environment and environment, considered for this empirical research. The purpose of this paper is to 1) know service quality dimensions that satisfy the customers and 2) to observe the impact of service quality on customer satisfaction. The research methodology is carried out using a questionnaire survey distributed among 170 samples through simple random sampling. The data obtained was analyzed by using covariance-based structural equation modeling and importance-performance analysis. The results suggest that quality of service had a significant impact on customer satisfaction. Among the service quality dimensions, library environment and general service were viewed as high importance and strong performance index. Implication for research and practice resulting from these findings were also discussed.
The aim of this research is to study the quality of services in the public libraries of Tabriz. This applied research was conducted with a quantitative approach and a survey method. The statistical ...population of the study was 37931 members of the Public Libraries of Tabriz and the sample size was 380 cases that were selected by stratified random sampling. The data collection tool was the standard LIBQUAL questionnaire and its reliability in the present study based on Cronbach's alpha was 0.93. In order to answer the questions and hypotheses, descriptive and inferential statistics were used using SPSS 24 statistical software. In general, in the three dimensions of LIBQUAL, the average level of minimum expectations of respondents was 4.39, the average level of received services was 5.70 and the average level of maximum expectations was 6.68. The difference between users' expectations and the level of received services in each dimension of the LIBQUAL was not higher than of the maximum expectations. The results of paired t-test confirmed the existence of a significant difference between the maximum expectations and the level of received services by users and also the existence of a significant difference between the minimum expectations and the level of received services by users in all dimensions of the LIBQUAL. It can be concluded that although the libraries have been able to meet the minimum expectations of the users in all cases partly, but the maximum expectations of the users have not been met yet.
تحتاج المکتبات ومراکز المعلومات وکل ماله علاقة بتنظیم وتهیئة المعلومات الى اعادة تقییم بشکل دوری من اجل الوقوف على مستوى الجودة مما یعنی ان النهوض بالواقع العام لهذه المؤسسات بما یضمن رضا کافی من قبل ...المستفیدین عن الخدمات المقدمة، وهذا ما تم العمل علیه فی هذا البحث اذ تم تطبیق واحد من اهم مقاییس الجودة فی المکتبات ومراکز المعلومات وهو LibQUAL+®) ) فی واحدة من اهم وأقدم المکتبات المرکزیة الجامعیة الا وهی المکتبة المرکزیة لجامعة بغداد بموقعیها الجادریة والوزیریة، وقد بلغت عینة المستفیدین والذین تم توزیع الاستبانة لهم 75 مستفید موزعین على المکتبتین وقد تم استرجاع (68) استمارة منهم، وباستخدام منهج الحالة کوسیلة للوصول لتحقیق اهم الأهداف المرسومة فی هذا البحث ومن ابرزها التوصل الى مستویات جودة الحقیقیة وإیجاد الحلول الملائمة لعلاج جوانب الخلل ان وجدت، إضافة للوصول الى النتائج المرجوة منها والتی کان من أهمها:
- هنالک فجوة حقیقیة فی خدمات المکتبة المقدمة سواء (فجوة اکتفاء) (فجوة تمیز) کون المکتبة تقدم خدمات اقل من المطلوب من قبل المستفید او یتصور انه سیحصل علیها، وهذا اهم هدف حققه المقیاس فی الوصول الى هذه النتیجة.
اما عن اهم التوصیات فکانت:
- الطلب من القیادات الإداریة العلیا للجامعات لإعادة النظر بالدعم الموجه لهذه المؤسسات المهمة من خلال زیادة الدعم سواء المادی ام المعنوی ما یخدم بالنتیجة حرکة البحث العلمی للجامعة التی صارت الیوم احدى رکائز التصنیفات العالمیة لمرتبة الجامعات.
Background and Objectives: Since academic libraries have a significant role in promoting educational and research purposes of universities, therefore, assessment of the quality of services provided ...based on the expectations and needs of users with scientific standards, seems to be necessary. In the current research, library services of Qom University of Medical Sciences, were evaluated from the viewpoint of students and academic members based on LibQUAL Model. Methods: The present research was performed as an applied descriptive-analytical study. The statistical population included all library members of the Qom University of Medical Sciences in the first semester of the academic year 2014-2015. At the time of this study, the participants were 1464 individuals, from which, 466 subjects were selected as samples using stratified random sampling method. Data collection tool was international LibQUAL questionnaire, which its reliability and validity was confirmed in several national and international studies. Data were analyzed using t-test at 95% confidence level. Results: Based on the findings of the study, service adequacy and excellence gap was negative in the domains of control of information and library as place, and the mean level of library services in these libraries was evaluated to be less than the minimum expectations of users. Conclusion: The findings of the present research showed that showed that the libraries of the Qom University of Medical Sciences have the highest weakness in the domains of the control of information and library as place and were not able to meet the minimum expectations of their users. The gap between the received services and maximum expectations of users was also high, which indicates that the libraries of Qom University of Medical Sciences have been weak in all domains of LibQUAL.
The purpose of this study was to determine the satisfaction of users of the quality of service in the Balai Arkeologi Daerah Istimewa Yogyakarta library using the LibQUAL+TM, in this method there are ...four indicators namely affect service, library as place, personal control, and information access. The research method used in this study is to use quantitative methods. The population in this study is the visitors who come to the library from April to December 2018. The sample used in this study amounted to 50 respondents. Gap analysis shows that the overall dimensions of LibQUAL+TM are negative. So there is a need for corrective actions to meet the user’s expectations. By using importance-performance analysis, it was found that subvariable personal control on modern equipment items (items 20) had a gap of -0.76. The user assumed that the photocopy machine facilities and infrastructure were needed by the user, but in fact the photo copy service was not provided by the library. Whereas the value of the User Satisfaction Index at the Balai Arkeologi Daerah Istimewa Yogyakarta library shows a number of 87.43%, which indicates the user satisfaction index is satisfied with the performance of library services.
The library institution should be demonstrate the availability and accessibility of adequate learning resources for users. Library should be develop its internal organizational system (management), ...as well as conducting various surveys and evaluations that are oriented user satisfaction to see whether or not the library service. As one of the academic libraries, UIN Imam Bonjol Padang library needs to design how to realize excellent service for user satisfaction through LibQUAL dimension and elements of excellent service so that the services provided are oriented to user satisfaction and can be utilized optimally by the user At UIN Library Imam Bonjol Padang.---Lembaga perpustakaan saat ini harus menunjukkan ketersediaan dan aksesibilitas sumber belajar yang memadai bagi pengguna perpustakan. Perpustakaan harus mengembangkan system organisasi internalnya (manajemen), serta melakukan berbagai survey dan evaluasi yang berorientasi pada kepuasan pengguna perpustakaan untuk melihat berhasil atau tidaknya layanan yang diberikan. Sebagai salah satu perpustakaan perguruan tinggi, perpustakaan UIN Imam Bonjol Padang perlu merancang bagaimana mewujudkan excellent service untuk kepuasan pengguna perpustakaan (pemustaka) melalui dimensi LibQUAL dan elemen dari excellent service, sehingga layanan yang diberikan berorientasi pada kepuasan pengguna perpustakaan dan dapat dimanfaatkan secara maksimal oleh pemustaka di Perpustakaan UIN Imam Bonjol Padang.
The purpose of this study was to investigate the gap between library users' expected and perceived library services and to examine the role of library services in developing user satisfaction and ...loyalty. A quantitative research design using a questionnaire was used to investigate the research objectives. Undergraduate students were selected as the population from the Information Technology University. The questionnaire was adopted from previous literature. It was pilot tested with 50 undergraduate students and found reliable. Data was collected from 304 respondents and were analyzed using SPSS (v.20) software. The study found that library users expected a high level of service in three categories, i.e., Affect of Service, Information Control, and Library as a Place, as all mean scores were higher than 7 when rated against a scale from 1 to 9. The participants reported that they were likely to consult the library and recommend it to others. The structural equation model confirmed that better services will increase users' satisfaction with the library resources and services and will lead to winning users' loyalty. The findings from the study provided useful insight into the determinants of user satisfaction and loyalty and could be useful for other academic libraries seeking ways to increase user loyalty and user satisfaction with library resources and services.
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