This study aims to determine the comparison between the combination of these assessments between public and Islamic-based universities. This study adopts a quantitative research methodology. The ...self-administered questionnaire was distributed each to 200 visitors of the Nusantara Business Institute and YARSI University to find out the comparison of the combined assessment of LibQual and Muslim-friendly Librarian. The study found that the combination of ratings between LibQual and Muslim Friendly Librarian had differences in satisfaction scores between the campuses. This study notes that Muslim-friendly Librarian has a higher satisfaction score for public higher education users than Islamic-based universities.
This study is a part of a large research project and measures the library service quality of the college libraries of the Punjab, Pakistan. This study is also tried to present an alternative ...methodology to analyze comments as part of large questionnaire-based survey. Data has been consisted of 609 respondent's qualitative comments. The study identifies the overall poor infrastructure of the college libraries in Pakistan. Majority of the respondents have given negative feedback about the current status and the situation of the libraries. It has been noted that most of the colleges have been established over 50 years ago, but their libraries are still situated in a single room, poorly managed and having space issues, electricity issues and ventilation issues (especially in the South Punjab). Moreover, the non-availability of the latest resources, total absence of ICTs tools and non-cooperative attitude of the staff has been the major concerns for the library users. The key reason for all these negative remarks is that approximately over 500 vacant posts of the college librarians in Punjab have remained vacant since last decade. There is an immediate need to fill these vacant posts, increase college library budgets and improve overall infrastructure of the libraries by the Govt. of the Punjab as well as the Punjab Higher Education Commission.
The study sought to investigate the gaps and zone of tolerance in service provision at the African Court on Human and Peoples' Rights library in Arusha, Tanzania. The target population was 94 library ...users. The study employed LibQUAL and SERVQUAL protocols to assess the service adequacy gap (SAG), service superiority gap (SSG), zone of tolerance (ZoT) and Desired Mean (D-M) scores. The findings revealed several gaps between the users' expectations and perceptions of service quality, with library services falling below the users' expectations. Furthermore, the users' expectations exceeded their perceptions. The gaps generally showed the library performing well in human aspects but needing to improve in the information-collection and physical aspects. The study recommends that the library should allocate resources to ensure that the human aspects of the library remain at high levels of service quality, but take action to remedy the information-collection and physical aspects of the library. Keywords: Gaps, Zone of Tolerance, Service Quality, LibQUAL, SERVQUAL, African Union, African Court
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.
PurposeConsidering the important role of public libraries in providing health information service as well as user feedback in improving the quality of health information services, the purpose of this ...study is to evaluate the quality of health information service in public libraries of Hamadan, Iran, on the basis of the modified LibQUAL modelDesign/methodology/approachThis practical research was conducted in an analytic-survey method. The statistical population consists of all members of public libraries of Hamadan over 18 years old (12,237 people), and the sample size is calculated to be 373 people. The stratified sampling method was used, and within each class, a convenience sampling method was used. The modified LibQUAL questionnaire was used to gather data. For checking normality of data distribution, the Kolmogorov–Smirnov test and for analyzing date, descriptive statistics and also Chi-square and Wilcoxon tests were applied using SPSS 25.FindingsThe users' minimum level of public libraries in all three dimensions is an average level. The users' desired level of “information control” is higher than other dimensions. The users' perceived level in dimensions of “human resources” and “information control” is high level, while users' perceived level in “educational service” is an “average” level. There is a superiority gap between desired and perceived level in all dimensions, but the adequacy gap was seen only in the dimension of “educational service.”Research limitations/implicationsIn this study, the quality of health information services provided in public libraries is evaluated by the LibQUAL model.Practical implicationsThe results of this research can help managers and librarians of public libraries in measuring the quality of health information services and improving the quality of services provided by libraries. Besides, they can take a more accurate planning and pathologic approach, to eliminate the gap between minimum and desired expectations of users and libraries’ real services.Originality/valueIn this study, the quality of health information services provided in public libraries is evaluated by LibQUAL tool.
Due to impact of Information and Communication Technology (ICT) and changing needs of users, libraries have to force to shift from manual to automated environment. Users now want quality services ...within shortest possible time. Libraries have to assess its services from the user's point of view. It is the user, who can judge the services better provided by the concerned library. In this paper, it is try to review the available literature on assessment of service quality of libraries worldwide. The present study would be beneficial for library professionals, research scholars and the teachers of library and information science, who want to do further research work on the aspect of service quality of libraries.
The aim of the present study is to assess the quality of services being provided by the agricultural and medical university libraries of Haryana and Punjab states of India by using three dimensions ...of LibQUAL+ tool, i.e., 'Affect of Service', 'Information Control', and 'Library as Place'. Based on the feedback from the different categories of users', it has been tried to assess the perceptions and expectations of users towards the quality of library services. Total 800 well structured LibQUAL+ questionnaires were distributed among the respondents of four universities under study but 601 were returned, which forms the response rate @ 75.12%. Findings of the study revealed that the respondents of agricultural university libraries were more satisfied with the facilities and services provided by the library as compared to the users of medical university libraries, as most of the dimension items get positive scores on 'service adequacy gap'; however, there is also found negative scores on "service superiority" level for all the university libraries under study, which shows that the services are not up to the desired expectations of the respondents. The paper concludes with suggestions to university libraries under study that how to ameliorate the dwindling quality of library services and achieve ultimate users' satisfaction.
The objective of the present study is prioritization of the quality of information service centers in terms of Kano's model and asymmetrical performance impact. This research is an applied research ...in terms of purpose, and is a descriptive survey in terms of data collection. A number of students at Tehran University at different educational levels, as clients of the Central Library during the educational year 1394-1395, served as the participants of the study. According to the information center of the Tehran University library, the number of clients during the period under investigation was 137,042. Using the Cochran formula, the sample size equals 375. Applying a random stratified sampling, the researcher collected 376 completed questionnaires. The collected data were analyzed through applying statistical tests, transforming the Likert scale into Kano's model and asymmetrical performance impact formula. The results, generally indicate that the "services effect" factor, associated with the performance services category with low performance; "information control" factor associated with the category of motivational services, with low performance; while the factor "space and location of the library", associated with basic services in high performance. Therefore, the prioritization of the measures to promote the quality of the library services, with regard to the Libqual dimensions, would be: (1) To promote the performance level of the factor "service effects" from a low- performance to a higher- performance level. (2) To promote the performance level of the factor "information control" from a low level to a higher performance level as well. (3) To sustain the performance level of the factor "space and location of the library" as it is.
Potatoes to patrons Guder, Christopher Sean
Performance measurement and metrics,
07/2017, Letnik:
18, Številka:
2
Journal Article
Recenzirano
Purpose
This research was originally conducted as the author’s dissertation work at the Ohio University. The author explored LibQUAL+ results from two separate institutions with different Carnegie ...Classifications, and therefore different academic missions, to look for relationships between patron types, Carnegie Classifications, and scores across the minimum, perceived, and desired questions of the information control (IC) component of the LibQUAL+ instrument. By comparing results from a library affiliated with a research institution to one from a campus more focused on teaching and learning, a school going through the shift from one focus to another would be better able to anticipate changes related to patron needs. The paper aims to discuss these issues.
Design/methodology/approach
A three-way between-within subjects ANOVA was conducted. The first between-subjects variable was patron type, which included undergraduate, graduate, and faculty. The second between-subjects variable was Carnegie Classification, which included the two classifications of RU_H and Master’s_M. The within-subjects variable had three levels, which in this case functioned as three dependent variables made up of the mean or composite score of the combined eight questions included in the IC portion of LibQUAL+, broken in the three categories of minimum, perceived, and desired. An additional breakdown shows that 499 were undergraduate students, 137 were graduate students, and 197 were faculty.
Findings
The results of the study indicated that Carnegie Classification has no significant effect on how undergraduate, graduate, and faculty respond to the three levels of the IC component of the LibQUAL+ survey. As other studies have shown however, there were significant differences with regard to patron-level responses. For a more comprehensive look at all seven research questions and their answers, please see the complete dissertation here: http://rave.ohiolink.edu/etdc/view?acc_num=ohiou1354726349
Research limitations/implications
This study is limited in size and scope because of the limitations of the method of analysis. A broader study using the same analysis would be difficult because of the impracticality of adding, for example, additional Carnegie Classifications into the equation. A significant limitation is that LibQUAL+ results are not typically compared across institutions as the respondents are commenting on separate collections and services. This was minimized by choosing institutions that belong to the same very strong consortial system and have an interlibrary loan system in place which essentially creates one enormous collection for all to share.
Practical implications
Perhaps more significant than the findings themselves is the method of analysis used, as it is one that while complicated statistically, is relatively easy to explain by using the split-plot studies conducted by R.A. Fisher on which the analysis is based as a starting point. The author have found that conceptually it is easier for those without a statistical background to relate to images of potato fields with varying types of potatoes and fertilizer than Carnegie Classifications, patron types, and the multi-level components of LibQUAL+ results.
Originality/value
It would be difficult to speak to the originality of the proposal, but the author would say that a possible outcome would be a discussion of the value of translatable results that speak to broader audiences, particularly those outside library settings. Methods of analysis that can be explained in ways that do not involve the word ANOVA have value and will add to a stronger understanding of research questions and results by decision makers.
Purpose
This study aims to describe case studies of two models, LibQUAL+ and a model based on the analytic hierarchy process (AHP), used to assess library service quality and compare the two ...assessment models.
Design/methodology/approach
First, an AHP-based evaluation model is set up to assess library service quality, following which the model is adapted to assess the service quality of Nanjing Agricultural University Library. Second, a modified LibQUAL+ model is created and implemented in the form of a questionnaire survey to assess the library service quality of the same library. Finally, the two assessment models are compared.
Findings
The results of the two case studies indicate that LibQUAL+ is suitable for assessing Chinese university libraries after modified, and the library AHP model is more suitable for comparing libraries in China between themselves.
Originality/value
This paper uses two methods for assessing library service quality; this should prove to be helpful for the librarians interested in assessing the service quality of Chinese university libraries.
