Assessing the quality of the central library servicesinAllameh Tabataba’i University and identifying the Libqual indicators needed for improvement, are the research objectives.Methodology: The survey ...research method was applied according to the Libqual model and the data was gathered by questionnaires. The gap between the users’ maximum and minimum expectancies, their receipt rank, and the significance of the difference among these ranks were analyzed. The data was collected from a user community sample of 100 members.Findings: The users’ received service for all the service impact, information control, and library as placefactors was lower than their minimum expectation which showed the dissatisfaction of users. The amount of users’ minimum expectation for the improvement of service impact factor was more than the other two. The lowest amount of service reception and the highest degree of receipt rank dissatisfaction were identified for the library as place indicator. The highest rate of dissatisfaction on maximum expectation rank was for the library as place and the information control indicators, respectively.Originality: Filling the performance assessment gap, harmony with user population, economic justification, user satisfaction, and user orientation are the benefits and values of this research.
Nowadays, more and more electronic products have been applied to library, at the same time, there are many new factors influencing the service quality of library. However, there isn’t a better ...measurement to identity them. This paper studies and presents the library electronic resources based on LibQUAL+ and Kano to discern the influence factors, and Zhengzhou University library is an example. Firstly, LibQUAL+ and Kano including 7 dimensions, which are interactive quality, usability, personality, E-resources, affect of library, traditional service information, are put forward a new model to find the potential problems that impact the library electronic service quality. Secondly, we design the library electronic service quality questionnaire and distribute them to students random in Zhengzhou University library, and process the data using statistical method. Finally, extra service, a communication platform and latest information should provide to readers. Besides, TRIZ principles #1, #14, #19 are given to improve the service quality according the TRIZ techniques. Result shows that the model we built is feasible through the empirical analysis.
The purpose of this study is to examine the effect of library service quality on user loyalty by using university library image as a mediator. The study examines the role played by university library ...image in influencing user loyalty. The study uses the LibQUAL+™ to measure the level of library service quality of public university libraries in Ghana. The study was conducted using university library users as respondents and the hypotheses were tested using partial least squares (PLS) structural equation modelling (SEM). Service affect, information access, and personal control significantly predict library brand image. Library as place did not have a significant effect on library brand image. Service affect was found to be the strongest predictor of library brand image. Library brand image mediates the relationship between service affect, information access, personal control, and user loyalty. The major implication of this study is that the management of libraries must continuously improve service quality in an attempt to develop a positive brand image, leading to user loyalty. Also, the measure of service quality using the LibQUAL+™ enables library management to assess its users’ perception of library services, and also to detect gaps. This study contributes to the literature on using the LibQUAL+™ to measure service quality and provides empirical evidence on factors affecting library user loyalty.
University libraries are going through a period of enormous transformation and have been for some time. This study considers ten years of both incremental and transformational change at the ...University of Limerick (UL) Library in Ireland. In the last decade library services, staffing, collections, and spaces underwent great changes, in line with international trends. Retrospective analysis of LibQUAL + survey data from 2007 to 2016 was conducted to explore how users responded to these changes and to their gradually transforming library. This study outlines the many changes that occurred in the library over the course of ten years and found that satisfaction levels steadily increased in tandem through a systematic step-by-step approach to driving continuous improvement and managing change. The data tells a compelling story of a library where staffing, services, collections, and spaces transformed and where readers' perceptions of the quality of library services significantly improved.
The purpose of this study is to examine the effect of the dimensions of the LibQUAL model on customer loyalty. The study uses the LibQUAL+TM to measure the level of library service quality of a ...public university library in Ghana. The study was conducted using a university library users as respondents. From the findings, apart from Library as place, all dimensions of the LibQUAL+TM were found to affect library customer loyalty. Service affect was found to be the strongest predictor of library customer loyalty. One implication of this study is that the management of libraries must continuously improve the service quality of services delivered in an attempt to improve the reuse of libraries. Also, the measure of service quality using the LibQUAL+TM enables library management to assess user's perception of library services, and also to detect gaps. This study contributes to the literature on using the LibQUAL+TM to measure service quality and provides empirical evidence on the effect of library service quality on library customer loyalty.
The purpose of the present research is to evaluate the service quality of medical college libraries of Shahid Beheshti University of Medical Sciences from the users’ perspective based on the LibQUAL+ ...model. Furthermore, is to make a comparison between perceived quality in terms of users’ different education level. The data were collected from 119 questionnaires which were responded by 13 college libraries' clients by administering the LibQUAL+ questionnaire in a printed format. The findings revealed that college libraries have been failed in satisfying even the minimum expectations of their users as well as could not meet the customers’ desired expectations that make them fully satisfied with the service quality. This study also revealed a wide gap between users’ perceptions and expectations of service quality. The effect of services dimension is the most satisfying dimension. Furthermore, findings showed that the relationship between education level and satisfying with the service quality is statistically significant (P<0.001). It is necessary for the university managers to pay more attention to the quality of library services equally in all the colleges included. This will lead to help libraries to meet the user’s expectations of service quality in all colleges which will lead to academic improvements.
The purpose of this study is to examine (1) the dimensions of perceived service quality, (2) the effect of service quality on overall satisfaction, loyalty, and recommendation, and (3) the moderating ...effects of age and gender on the relationship between service quality and overall satisfaction, loyalty, and recommendation in a public library setting. A questionnaire survey based on a measurement scale using LibQUAL was conducted for 97 users of a public library. The findings were as follows. First, public library service quality consists of three dimensions: effect of service, library as place, and control of information. Second, control of information had a positive effect on overall evaluation. Third, an effect of gender was found for the relationship between effect of service and overall satisfaction, loyalty, and recommendation. The results indicate that LibQUAL may be applicable as a measurement scale of service quality in a public library.
PurposeThe main aim of this paper is to examine the extent to which the major public university libraries in Bangladesh are meeting students' service expectations through analyzing LibQUAL+ core ...items.Design/methodology/approachThe survey data were obtained from students using a paper version of the questionnaire consisting of LibQUAL+ core 22 service items at four top-ranked public universities in Bangladesh. Students rated the items on three service levels each using a nine-point scale: Minimum level, Desired level and Perceived Level. Descriptive statistics, i.e. mean and SD were obtained and service adequacy gap (SAG) scores between perceived and minimum levels were computed to see whether the libraries are meeting students' minimum expectation. Non-parametric Wilcoxon sign rank test was conducted to examine the differences between minimum and perceived scores. Finally, Mann–Whitney and Kruskal–Wallis tests were conducted to see the effect of students' demographic variables on their ratings on minimum and perceived scores.FindingsThe findings revealed that the service performances of major university libraries are lagging far behind from students' minimum expectation (minimum > perceived). There are significant differences between minimum and perceived scores. Significant differences are also found in students' gender, age and enrolment level concerning their ratings on minimum and perceived service levels.Practical implicationsThe result of this study analyzes the service quality of major university libraries in Bangladesh. These findings can be used to identify the strengths and weaknesses of the library services.Originality/valueLibQUAL+ has been used mostly in academic libraries in developed countries but this is for the first time a paper-version of the instrument was used in university libraries in Bangladesh.
Changes in learning pattern, collection, technology and use have encouraged academic libraries to be reinvented in accordance with users' needs. Therefore, an assessment of how users perceive and ...expect for library as place to accommodate learning is necessary. This study aims at measuring the gap between the minimum perception, and desired levels of library as place dimension. This is a quantitative research with data obtained from the library of the State Islamic University of North Sumatra (UINSU), through descriptive survey techniques. The result showed that the utilitarian space and symbol aspects of the library met the minimum expectations of users, however in terms of accommodation, their expectations were not met. Therefore, this research suggests that institutions need to ensure their libraries have adequate rooms for users, encouraging the learning activities and creativity. Librarians need to consider providing space that allows collaborative works while supports flexibility for social meeting. Our findings confirm that the role of the library as a space for users, for individual and collaborative work, and as a space for social activity, will become increasingly important even in this digital era.
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