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Surveying Users' Perception of Academic Library Services Quality: A Case Study in Universiti Malaysia Pahang (UMP) Library
... 'Library Service Quality Assessment' (LSQA) scale consists of 44 items across four dimensions in which library collection and library services has 11 and 10 items respectively (Dash and Padhi, 2016). Authors developed four-dimensional customized tools in which library resources with seven items, whereas library services with 10 items and library collection with eight items have been discussed, which cover the sub-categories of general services under the library services (Hossain, 2016;Mat Dahan et al., 2016). Similarly, Mohindra and Kumar (2015) developed an instrument of five library attributes, that is, library environment, library collection, library services, library staff and user satisfaction, out of them, the 'library environment' and 'library services' significantly predict user satisfaction. ...
... At the hospitality college library in India, the experiences of UG and PG students were investigated by using LibQUAL+ tool, where the findings suggested that AS dimension is rated as the most important and having stronger influence on students' satisfaction, followed by IC dimension (Mallya and Patwardhan, 2018;Mallya and Payini, 2018). However, a customized tool was developed on the basis of LibQUAL+ instrument, which includes LP as one of the dimensions containing nine items (Mat Dahan et al., 2016). Regarding the value of the library, the perceptions of UG students at university of Cape Town were explored and the findings reveal that UG's value the library as a physical space and believe that working in the library enables them to get better marks for their university work. ...
... Researchers have employed the Multitrait Multimethod (MTMM) framework to evaluate the validity of three levels of measurement to measure customer satisfaction in LibQUAL+ ® (Natesan and Aerts, 2016). Library users at Universiti Malaysia Pahang (UMP) library are satisfied with the services provided (Mat Dahan et al., 2016). With the help of Importance-Satisfaction matrices, a qualitative analysis of LibQUAL+ comments was carried out and comments were analysed using the QSA NVivo content analysis software to give an insightful status of users' perception (Detlor and Ball, 2015). ...
‘Service Quality’ and its influence in Library and Information Science discipline are spectacular when studied intensively. In this study,
researchers adopted the Realist and Meta-narrative Evidence Syntheses: Evolving Standards review method and introduced a novel
Initialization, Conceptualization, Actualisation) (ICA) framework for meta-narrative studies. This method would act as a boon particularly
to the existing methods of conducting meta-narrative studies in social sciences in general and library sciences in particular. A total of
49 research articles were selected from Scopus and Web of Science (WoS) databases, covering a span of 5 years, that is, 2015–2019,
published in the domain of library service quality. An extensive in-depth analysis of selected publications was carried out under
seven categories (i.e. library, library services, quality, ServQUAL, LibQUAL+, user satisfaction and users’ expectations), which were
generated using the VOS-Viewer software and ‘Review Tags’ (manually generated using OneNote). The seven categories further
identify a total of 27 sub-categories. The quantitative findings revealed that all the 49 reviewed publications were published in 27
journals. All the journals have been indexed in the Scopus database, whereas 15 journals containing the remaining 22 publications are
indexed in both WoS and Scopus databases. This study unfolds a transverse trend in library service quality. It would be beneficial for
the library managers to sustain libraries’ service quality and set a benchmark in the said field.
... As "service quality," "satisfaction," and "users' expectation" are often interrelated and used interchangeably, it is essential to focus on users' needs to improve library service quality (Dahan et al., 2016). Besides, some researchers also posed that libraries have to identify and measure users' perceptions and needs since they constitute a fundamental section in defining service quality (Pedramnia et al., 2012;Shoeb, 2011). ...
... The main reason is that they play a fundamental role in affecting users' satisfaction. The research findings can echo the results of the previous study, which implied that "book resources are expected to be informative and easy to navigate" and "Library staff should be approachable and answer inquiries accurately, immediately and clearly" (Dahan et al., 2016). Similarly, Mutisya & Onyancha's (2020) research also stated that the service quality of libraries lies in workers' performance concerning answering inquiries, serving users promptly, and solving users' troubles. ...
... Similarly, Mutisya & Onyancha's (2020) research also stated that the service quality of libraries lies in workers' performance concerning answering inquiries, serving users promptly, and solving users' troubles. Dahan et al. (2016) emphasized that offering advisory services is essential and necessary. In the Kano Model, "Mustbe" attributes are indispensable, and the lack of them will decrease users' satisfaction dramatically. ...
Libraries have been valued as the heart of university due to their vital functions, which include knowledge sharing and retention, communication, education, and recreation. In the digital stage, library services tend to be more intelligent and diverse. However, there has not been an essential improvement in the service quality of academic libraries, as users' needs and expectations have not been appreciated by researchers. To address the issue, the authors proposed a robust method that integrates the Kano Model with the Rough Set Theory, aiming to improve library service quality based on users' needs. Thus, fourteen stakeholders were invited for a user interview to explore the existing library services situation. Then, surveys of more than three hundred were conducted to solidify the research findings. Twenty users' needs were identified during this process, and they are subsequently classified into Kano attributes. After that, the authors employed the Rough Set Theory to prioritize these needs, and the five most influential needs were identified. Here, the service touchpoints analysis was carried out to link users' needs, users' behavior, service processes and practical design schemes. Finally, the authors discussed design strategies for improving the quality of service in academic libraries. It was verified that the integration of the Kano Model and Rough Set Theory was able to show advantages in exploring users' needs for service quality improvement in academic libraries. As a consequence, this article could also serve as a reference for applying users' needs-driven design approach in other fields.
... Most (83%) of the studies did not state if they had tested their instruments for reliability. Five articles (17%) (Chen, 2016;Dahan, et al., 2016;Huang et al., 2015;Masrek & Gaskin, 2016;Yan, et al., 2015) reported measurement of internal consistency for each component of the satisfaction construct when the component was measured by multiple scale items. All of the researchers used Cronbach's ɑ (alpha) test of internal consistency, in which a value of 0.70 is commonly believed to be a basic threshold of acceptable level (Nunnally, 1978). ...
... 322). Dahan et al. (2016) reported alpha values ranging from 0.813 to 0.942 (p. 41). ...
... We were surprised to find that four of the studies we examined (Akor & Alhassan, 2015;Dahan et al., 2016;Duan, 2016;Xie & Sun, 2015) contained "double-barreled questions" (Olson, 2008, p. 210) or "multi-concept" to use Glynn's phrase (2006, p. 394), which asked respondents to agree with statements containing two themes combined with "and" such as "librarians are competent and helpful," or to rate librarians' "help and answers." Because the researcher doesn't know which aspect of librarian service respondents are rating -competence or helpfulness? ...
Objective – The objective of this review was to examine research instrument characteristics, and to examine the validity and reliability of research instruments developed by practicing librarians, which measure the construct of patron satisfaction with academic library reference services. The authors were also interested in the extent to which instruments could be reused
Methods – Authors searched three major library and information science databases: Library and Information Science Technology Abstracts (LISTA); Library Science Database (LD); and Library Literature & Information Science Index. Other databases searched were Current Nursing and Allied Health Literature (CINAHL); Education Resources Information Center (ERIC); Google Scholar; PubMed; and Web of Science. The authors identified studies of patron satisfaction with academic library reference services in which the researcher(s) developed an instrument to study the satisfaction construct. In this rapid-review study, the studies were from 2015 and 2016 only. All retrieved studies were examined for evidence of validity and reliability as primary indicators of instrument quality, and data was extracted for country of study, research design, mode of reference service, data collection method, types of questions, number of items related to satisfaction, and content of items representing the satisfaction construct. Instrument reusability was also determined.
Results – At the end of the screening stage of the review, a total of 29 instruments were examined. Nearly all studies were quantitative or mixed quantitative/qualitative in design. Twenty-six (90%) of the studies employed surveys alone to gather data. Twelve publications (41%) included a discussion of any type of validity; five (17%) included discussion of any type of reliability. Three articles (10%) demonstrated more than one type of validity evidence. Nine articles (31%) included the instrument in full in an appendix, and eight instruments (28%) were not appended but were described adequately so as to be reusable.
Conclusions – This review identified a range of quality in librarians’ research instruments for evaluating satisfaction with reference services. We encourage librarians to perform similar reviews to locate the highest-quality instrument on which to model their own, thereby increasing the rigor of Library and Information Science (LIS) research in general. This study shows that even a two-year rapid review is sufficient to locate a large quantity of research instruments to assist librarians in developing instruments.
... There is a dearth of thorough comparison research between the two studies, even though they offer useful insights into the accessibility problems common in various situations (Dahan et al., 2016). ...
... Naturally, digital libraries advance and preserve their personal recommending systems constructed on current research and commendation frames like "Apache Lucene" or "Apache Mahout." Conversely, some commendations as a facility supplier focusing on proposing a recommendation system for digital libraries as a facility are given (Dahan et al., 2016). ...
The main purpose of this study is to compare researchers' access to library resources in developing and developed countries. Libraries are providing services such as web-based resources, online catalog, online reference and bibliography services, e-books, e-journals, and online databases, etc. The sampling technique for this study was convenient sampling, and the way of collecting data was a qualitative survey-based in-depth interview. The in-depth interview explored an issue exhaustively to expand the investigator's awareness of the subject. Interviews were collected through face-to-face techniques. The sample size of this study was 10 Ph.D. doctors, 5 Ph.D. Doctors from developing country qualified, and 05 Ph.D. from developed country qualified. This study concludes that the library resources for students in developing countries are limited. Ph.D.-qualified respondents from developing countries said web-based resources are less in developing countries like Pakistan than in developed countries. The respondent's response testified the hypothesis. They further stated that developed countries control internet resources, so students from developed countries must depend on developed countries to get information for their research. They also mentioned that they had to face many hurdles to fulfill the requirements during their research, i.e., expensive databases, bibliography services, paid online databases, etc. At the same time, Ph.D.-qualified respondents from developed countries stated that everything is available on their demand according to their requirements. One respondent mentioned, "during my research, all the resources were available on my personal devices like mobile phone and laptop." The respondents shared their experiences and said that they were not faced any hurdles during their research while taking library resources. They were happy, relaxed, and satisfied that they gathered all relevant information easily through web sources.
... Academic libraries (university, college and schools) are considered to be an integral part of all the educational institutions and enjoy a significant place in any educational system [1]. The college libraries (post-matric to postgraduate level) are types of academic libraries that support educational and research activities in a college setting [2]. ...
... Latest books and periodicals were the highest negative gap services. Dahan et al. [1] used the LibQUAL model and concluded that the overall LSQ gap was positive, indicating a higher perceived LSQ level of the library than the desired level. Similarly, Partap [20] investigated the LSQ of the Punjab Agriculture University, Ludhiana, and reported that the library was not fulfilling the desired expectations of its users. ...
This study was conducted to measure the quality of the college library services in the Punjab Province, Pakistan, using LibQUAL survey. Data were collected from 998 respondents consisting of the college faculty and the students. The study found that none of the service quality attributes and dimensions met the desired expectations of group users as well as individual users. Significant differences in library service quality based on users’ gender, type and academic discipline were identified. This study is helpful for the Punjab Higher Education Commission (HEC), the college administrations, the college librarians at the local level and the other developing countries as well. It will guide them in future planning, contribute toward improved resource allocation and enhance purposeful utilization of resources.
... The study was conducted at the main library of a public university in Ghana. The use of a particular university's library to examine the level of service quality and behavioural responses seems to be the approach used by current studies (Chen and Shen 2019; Chen 2016; Dahan et al. 2016). A convenient sampling technique was used due to the unavailability of data on university library users and difficulty to locate individuals who have used the library. ...
... The researchers ensured the study included respondents who used the library and were familiar with the service delivered. This approach, in the view Dahan et al. (2016), ensures that researchers have access to respondents who have experienced the library service. Library service users who agreed to be part of the study were selected. ...
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.
... This digital era posts many challenges in various fields, including academic libraries (Doherty, 2014; (Hapha &Somprach, 2019). The librarians must be open to embrace the different modalities of services, both physical and virtual and accommodate the changing behaviour of library users (Dahan, Taib, Zainudin & Ismail, 2016). Knowledge management is vital for academic librarians to better achieve their objectives (Reddy, 2017). ...
... Several researches focus on library resources management, enhanced services, and satisfaction level of library services. The study of Dahan, Taib, Zainudin & Ismail (2016) showed that the library users of UMP accessed and availed of the services. The findings revealed that the UMP was satisfied with the services afforded to them. ...
Purpose of the study: The study evaluated the strengths and weaknesses of a library system in a state-owned university to ensure that the information needs and services of clients are adequate. It looked into the available resources and required facilities to assess changes and improvement. Likewise, the functional effectiveness of the academic library was also determined. Methodology: The study used a descriptive survey method to describe available library resources and the extent of the functional effectiveness of academic library services of the Nueva Vizcaya State University (NVSU) Philippines. The 175 respondents came from the most frequent library users. This study utilized the purposive sampling technique. Descriptive statistics were used to determine the adequacy and functional effectiveness of the library. Result: The result revealed that the library services surpassed the minimum requirements on holdings and Filipiniana collection, but did not meet the required library collection published within the last five years. Periodicals needed to increase subscriptions and ICT required improvement. Librarians are qualified to manage the library. The respondents perceived the functional effectiveness of library services to be useful and very effective. Novelty/Originality of this study: This research study gives an empirical data as bases on the provision of Sustainable Development Plan to cater to the nature of users in the digital age with the consideration to balance the physical and virtual resources. Practical implications: This paper will be most helpful to academic libraries to continually revisit the resources and services to be responsive to the vision and vision of the university, demand for curriculum change, and research endeavour.
... Table III These findings confirm some earlier studies (e.g. Dahan et al., 2016) that show that some students are very satisfied with the services provided by the staff in their school library. However, other studies that are largely conducted among the general public or university students mostly show that there are less favourable perceptions about library staff in their schools. ...
Library use in Ghana is found to be poor, especially among junior high students. The limited use of the library mostly stems from the fact that students’ decisions to utilize the library or not are largely influenced by their opinions of libraries, in addition to the availability of library resources. Perceptions people hold are very powerful because they affect how they relate to and use particular objects. However, research examining junior high school students’ perceptions about libraries in Ghana is limited. The current study explores perceptions and use of library resources among 150 students selected from 2 junior high schools in Accra. Findings showed that the students use the school library very frequently, with the majority indicating usage during break time. Additionally, visiting the school library to read remains the dominant purpose of using school libraries among the students. They also reported a high level of satisfaction and a positive perception of the staff in their school library.
... By using science and technology, it will be obtained how to use other resources efficiently and economically which can later create an advantage in competition. (Dahan et al., 2016) revealed that to achieve competitive advantage, every organization, both the private sector and the public sector, must have a competitive advantage compared to other organizations. This advantage can be realized in various ways, such as product innovation, organizational design, and using effective and efficient resources. ...
This study examines: 1) The Effect of Value-Added Capital Employed (VACA) on Financial Performance. 2) Effect of value-added human capital (VAHU) on financial performance 3) Effect of Structural Capital Value Added (STVA) on Financial Performance. The population of this study is manufacturing companies listed on the Indonesia Stock Exchange from 2018 to 2022. The number of companies studied was 41. The sampling technique used was purposive. The type of sample is obtained based on predetermined criteria. The data used is quantitative data obtained in the form of numbers that can be calculated by accessing the IDX.co.id site and the official website of each company. The data analysis technique used is multiple regression analysis. The study results show that: 1) Value Added Capital Employed (VACA) positively and significantly affects financial performance. 2) Value-added human capital (VAHU) has a positive and insignificant effect on financial performance. 3) Structural Capital Value Added (STVA) positively and significantly affects financial performance.
... Using Stratified random sampling, we approached 30 final-year students enrolled in postgraduate studies at each university. Students pursuing postgraduate studies are more frequent users of the digital library than students pursuing graduate studies (Dahan et al., 2016). Students' usage experience of digital library (at least 3 months) was employed as a precursor to consider their responses. ...
Purpose
This research work aims to study the continuous usage intention of students for digital library systems in higher learning institutions (HLI). Additionally, keeping in mind the lack of focus on academic involvement of students in existing studies, this research work attempts to examine the moderating role of academic involvement in making up the continuous usage intention for digital library systems among students at HLI.
Design/methodology/approach
Cross-sectional survey design is used in this study. Target population is students pursuing postgraduate studies and using digital library systems at private universities in the state of Uttarakhand, India. The Stratified random sampling method is used wherein each private university forms one stratum.
Findings
The results suggest that the students' continuous usage intention for digital library systems is significantly influenced by dimensions of digital library system quality, mediated by user satisfaction. Further, the level of academic involvement of students exerts moderating impact between dimensions of digital library system quality and user satisfaction; however, it d oes not exist between user satisfaction and their continuous usage intention.
Research limitations/implications
This study contributes to the literature on academic involvement of students by highlighting its importance in the process of continuous usage intention. It also proposes a holistic conceptual framework for continuous usage intention for digital library systems among students and moderating impact of academic involvement. Being cross-sectional survey-based research, this study has certain limitations. Since responses were obtained at a single point in time, variation in respondents' behaviour could not be captured.
Practical implications
The findings of the study can be helpful to the HLI, academic librarians, teachers, digital library systems service provider companies and government regulatory authorities. HLI need to put more effort into procuring subscriptions to reputed publications of e-books, e-research papers, e-magazines, e-reports, etc. for making digital library systems more beneficial for the students. Academic librarians need to be effortful towards building students' satisfaction through constantly upgrading software and systems and active interaction with students. Digital library systems service provider companies can also collaborate to customize their digital resources for different types of academic programs. The government can partnership with private companies for providing digital library systems in HLI.
Originality/value
This research work is the first of its kind in terms of studying the role of academic involvement of students for purpose of evaluating continuous usage intention for digital library systems among students studying in Indian HLI.
... The application of SERVQUAL model and its ability of monitor library service quality were highlighted in the studies conducted by Nitecki (1996), Nitecki & Hernon (2000), Kiran (2010), and Gathoni & Van der Walt (2019). Aside from SERVQUAL, the LIBQUAL model introduced by Association of Research Libraries in 1999 was also evident on the studies conducted by Cristobal (2018), Dahan et al. (2016), and Pedramnia (2012). It offers a standard measure of services dedicated to libraries which consists of 25 items that focuses on gauging user perception on service quality in the library setting aligned in these four dimensions and has further determined the relationship of service quality, user satisfaction, and loyalty in libraries (Twum et al., 2022;Cook et al., 2003): ...
Objective. This study aims to determine the satisfaction with the virtual reference service of library users of Nazarbayev University Library during the Spring 2021 to Spring 2022 semesters. Methods. This study employed a descriptive approached to determine the satisfaction of users with the virtual service of Nazarbayev University Library during the Spring 2021 to Spring 2022 semesters. Using the data gathered from LibAnswers’ Quality of Service (QoS), this study examines various metrics in answering the queries received both in synchronous (chat service) or asynchronous (email service) virtual service. Statistical data from were tabulated and analyzed and the feedback from patrons will be interpreted using Voyant Tools, a web-based data visualization software. Results. The study describe how patrons were satisfied with the virtual library service of NU Library as perceived through their feedback and their overall experience of the service. In addition, the study pointed out that the Library considers all virtual transactions urgent and put the satisfaction of their patrons on top priority based on the metrics. Conclusions. The study revealed that patrons were satisfied with the virtual service rendered by NU Library both in synchronous and asynchronous format. With the help of the metrics generated from LibAnswers Quality of Service (QoS) feature, the NU Library was able to provide an excellent service despite the limitations brought by the pandemic. The feedback from patrons was indeed a proof of their satisfaction. As service quality and user satisfaction will always go together, the library, as a service-oriented information arm of any institution, should always put their patrons as their top priority.
... Much academic library research in Malaysia emphasizes surveys to measure user satisfaction and perceived service quality. Suziyana et al. (2016) evaluated students' views and levels of satisfaction with service quality at Universiti Malaysia Pahang (UMP). Kiran (2010) employed SERVQUAL dimensions to perform a comparative study on service quality and customer satisfaction at the Universiti Malaya (UM) library. ...
This study examined the status and factors of postgraduate students' utilization of Web-based library and information services on output and outcome dimensions. During COVID-19, an online survey was conducted using stratified sampling, collecting 527 respondents from 20 Malaysian public universities. Library technology, support, and environment were the factors affecting WBLIS utilization. Each factor scored highly on usefulness, research support, and virtual space dimensions. Electronic databases were utilized heavily, and digital reference services were used the least. Most respondents' results, research skills and strategies improved with WBLIS utilization. Overall, the paper presents the descriptive findings to benefit academic libraries and universities. Keywords: Academic library; Web-based library and information service; Utilization; Covid-19 eISSN: 2398-4287 © 2022. The Authors. Published for AMER ABRA cE-Bs by E-International Publishing House, Ltd., UK. This is an open-access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer-review under the responsibility of AMER (Association of Malaysian Environment-Behavior Researchers), ABRA (Association of Behavioral Researchers on Asians), and cE-Bs (Centre for Environment-Behavior Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.
... The answers to the research questions follow. For RQ1, it was found that the level of administrative services the respondents receive in the HEIs is below expectation (Table 3), showing a gap for all dimensions of service quality (Dahan et al., 2016). This is a view also shared by Aghamolaei and Zare (2008), who also employed an adaptation of SERVQUL to measure service quality in a HEI, finding a similar negative distance between expectation and perception, demonstrating the students' anticipation of better services than what they actually experience. ...
This study investigates the quality of higher education institutes' (HEIs') administrative services by assessing student satisfaction in the context of Total Quality Management (TQM). Differences between students' perceptions and expectations of administrative service quality are examined and discussed. A questionnaire survey was developed employing the SERVQUAL service quality model, the results of which were further enhanced by the application of importance-performance analysis (IPA). All five dimensions of the model were explored (reliability, assurance, tangibles, empathy, and responsiveness) with data from the 104 students from five Greek HEIs who participated in the survey. The results of the IPA complemented the survey research by enabling recommendations for importance and performance. The study's findings indicate that students' expectations are not met by the administrative services provided at the time of examination. A gap is observed between perceptions and expectations on all dimensions, indicating the necessity to make improvements to enhance service quality.
... In Malaysia, many studies of academic libraries focus on surveys to determine user satisfaction and perceived service quality. At the Universiti Malaysia Pahang (UMP), [6] students' perceptions and levels of satisfaction with service quality were investigated. [7] Similar research conducted at the Universiti Malaya (UM) library on service quality and customer satisfaction focused on academics, using SERVQUAL dimensions. ...
This research examines the utilization of Web-Based Library and Information Services (WBLIS) in academic libraries. Digital technology promotes the use of WBLIS, including during the COVID-19 pandemic. Few Malaysian studies have investigated utilization and its factors. Three factors of WBLIS utilization were identified: library technology, support, and the environment. WBLIS’s output and outcome were emphasized. A conceptual model was developed and tested using non-probability sampling. A 38-item, five-point Likert Scale online survey was distributed to postgraduates from 20 public universities. Raosoft sampled 383 research, comprehensive, and focused universities using stratified sampling. SMARTPLS version 3 was used to test hypotheses on 527 respondents. Harmon’s Single Factor test eliminated single-source bias. All measurement and model criteria were met. All hypotheses on the relationships between library technology, support, and environment on WBLIS utilization were supported. The findings will contribute to academic librarianship and related fields. Malaysian universities and the Ministry of Higher Education will benefit from improving academic libraries’ impact on learning, research, and universities’ institutional value. Future research may include private university, polytechnic, and community college students and academicians. Comparative studies and qualitative research can be conducted.
... ejati and Nejati (2008) shown that time, as a determinant of service quality, has an effect on customer satisfaction. As a result, library employees should be prompt and quick to respond to library patrons' requests. The results demonstrated that users are pleased with workers who provided services with courtesy, specific attention, and confidence (Dahan et. al, 2016). According to one research, there is a favourable association between the sufficiency of the collection, services, and user impression (Mairaj & Naseer, 2013). They also claimed that improved reference services, engagement in user education programmes, user input in material selection, convenient library location, and librarian topic ba ...
A library is an essential component of any university. The library has the potential to be the foundation to the university's and undergraduates' success. With the passage of time, the university will develop its library services, facilities, and resources in order to meet the needs of its students. The researchers have conducted several studies to assess the degree of satisfaction of undergraduates, particularly those who frequently visit the library. In this paper we review the role of resources, services and facilities offered by library for undergraduates studies. Also we present the concept of satisfaction levels and Expectancy-value theory.
... Jan and Anwar (2018) researched that management skills in social interaction are believed to better cope with the anxiety caused by interactions with library staff and reduce the negative consequences faced by students at all levels. Dahan et al. (2016) experienced that the University libraries are transforming their traditional services and roles into more complex and universal services for users to increase competition between information and service departments to meet their service needs. Service quality and user satisfaction are usually used interchangeably, but the role of academic libraries has changed due to the multitude of sources of information, high user demand, use of information technology and competition between service departments. ...
Purpose – Dynamic technologies have revolutionized human socio-economic activities, including health
care, higher education, business and improved customer service in academic sectors. Leveraging the latest
technology leads to high productivity, confidence, improved management skills, satisfactory performance and
innovative academic services. In the era of technocentrism, the purpose of this paper is to find out whether
useful technologies and competent user managers support users in the use of resources, increasing research
productivity and improving academic library services.
Design/methodology/approach – This study is based on primary data collected from students at
universities in the provincial capital using a printed research questionnaire. The authors followed the Likert
scale for instrument development and contacted service professionals prior to distribution to test the
applicability. Based on the technology acceptance model, this study established a conceptual model with
multiple associated hypotheses to test the suitability of the research model. The data were analyzed using
structural equation modeling software for path analysis and model development.
Findings – The results of this study show that technological advances greatly accelerate the use of
library resources, strengthen management skills, improve user performance and ultimately enhance
academic performance and services. In addition to deploying and leveraging technology, expert
leadership has also had a positive impact on improving user productivity and maintaining proactive
academic library services.
Practical implications – The TAM-based theoretical model will prove to be a useful tool in the future for
delivering technology, improving management skills, promoting the use of library resources, increasing user
productivity and providing advanced library services.
Originality/value – Based on primary data collected from Khyber Pakhtunkhwa degree students, this
study provides an insight into the actual state of technology used to improve academic performance for the
first time. In addition, the study also explores executive collaboration to improve employee and user efficiency
and service reform in academic libraries.
... Jan and Anwar (2018) researched that management skills in social interaction are believed to better cope with the anxiety caused by interactions with library staff and reduce the negative consequences faced by students at all levels. Dahan et al. (2016) experienced that the University libraries are transforming their traditional services and roles into more complex and universal services for users to increase competition between information and service departments to meet their service needs. Service quality and user satisfaction are usually used interchangeably, but the role of academic libraries has changed due to the multitude of sources of information, high user demand, use of information technology and competition between service departments. ...
... ejati and Nejati (2008) shown that time, as a determinant of service quality, has an effect on customer satisfaction. As a result, library employees should be prompt and quick to respond to library patrons' requests. The results demonstrated that users are pleased with workers who provided services with courtesy, specific attention, and confidence (Dahan et. al, 2016). According to one research, there is a favourable association between the sufficiency of the collection, services, and user impression (Mairaj & Naseer, 2013). They also claimed that improved reference services, engagement in user education programmes, user input in material selection, convenient library location, and librarian topic ba ...
A library is an essential component of any university. The library has the potential to be the foundation to the university's and undergraduates' success. With the passage of time, the university will develop its library services, facilities, and resources in order to meet the needs of its students. The researchers have conducted several studies to assess the degree of satisfaction of undergraduates, particularly those who frequently visit the library. In this paper we review the role of resources, services and facilities offered by library for undergraduates studies. Also we present the concept of satisfaction levels and Expectancy-value theory.
... Reference [5]claim that ServQual can work in an industrial environment, but not in a library. Various studies have proven that the fivedimensions of ServQual do not cover all of the contents to be investigated in the context of a library and there is a need for additional quality dimensions [6]. ...
This paper reports the findings of assessing the quality of services offered at an academic library in the Mekong Delta, Vietnam. Using the quantitative approach, 31 criteria of updated LibQual model were considered in this research. Data collected in this study include online survey of 386 students from different courses and majors in the university. Research findings indicate that students were satisfied with all library services at a high level. The findings also reveal that there were 4 groups of factors influencing students' satisfaction. They were Service Affect, Information Control, Library as a Place and Copyright. Of the four influential factors, Service Affect was identified as the strong factor while Information Controll was found to be the minor. Some implications for administrators and librarians are also provided with particular regard to the assessment of the quality of library services.
... The prevailing premise in the LSQ literature is that the users play a central role in assessing the library services quality (Rehman, 2013(Rehman, , 2012. Many researchers writing on LSQ have opined that the users are the best individuals to judge library services quality (Hernon and Whitman, 2001;Rehman, 2013;Dahan et al., 2016;Choshaly and Mirabolghasemi, 2019). ...
The purpose-This study aims to examine the publishing and citation trends on library service quality (LSQ) in the past five decades (1972-2020). Additionally, this bibliometric study investigates the top authors, countries, organizations, journals, nature of collaboration, highly cited articles, and LSQ sub-areas. Design/methodology/approach-Bibliometric analysis has been used to extract data from the Scopus and Web of Science (WOS) databases. A comprehensive search strategy was devised to extract relevant data from both data sources. Finally, 341 Scopus and 212 WOS records were selected. Data analysis has been performed using VOS viewer software, Biblioshiny, Cite Space, and Excel. Findings-It was found that a total of 443 items were published in Scopus (n = 341) and WOS (n = 212) during this period. The largest number of studies were published in the year 2019 (n = 29), and the USA was found to be the most productive country, with the most productive organizations, authors, and author collaborations. The Texas A&M University in Texas, USA, had the top three most productive authors (Cook C, Thompson B, and Heath F) and was the most productive organization. The Performance Measurement and Metrics Journal is on the top of the list. The single author was the prevailing authorship pattern, followed by the two-authors pattern. The most collaborating countries were identified as the UK, Japan, Spain, and Bangladesh. The keyword analysis informed that the published literature on LSQ mainly concentrated on academic libraries, Therefore, there is a need further to examine other types of libraries including public, national, special libraries. Originality/value-To the best of the knowledge, this seems to be the first comprehensive bibliometric study that combined productivity and citations, citation impact to present a holistic picture of the LSQ literature.
... The prevailing premise in the LSQ literature is that the users play a central role in assessing the library services quality (Rehman, 2013(Rehman, , 2012. Many researchers writing on LSQ have opined that the users are the best individuals to judge library services quality (Hernon and Whitman, 2001;Rehman, 2013;Dahan et al., 2016;Choshaly and Mirabolghasemi, 2019). ...
Purpose
This study aims to examine the publishing and citation trends on library service quality (LSQ) in the past five decades (1972–2020). Additionally, this bibliometric study investigates the top authors, countries, organizations, journals, nature of collaboration, highly cited articles and LSQ sub-areas.
Design/methodology/approach
Bibliometric analysis has been used to extract data from the Scopus and Web of Science (WOS) databases. A comprehensive search strategy was devised to extract relevant data from both data sources. Finally, 341 Scopus and 212 WOS records were selected. Data analysis has been performed using VOS viewer software, Biblioshiny, Cite Space and Excel.
Findings
It was found that a total of 443 items were published in Scopus ( n = 341) and WOS ( n = 212) during this period. The largest number of studies were published in the year 2019 ( n = 29), and the USA was found to be the most productive country, with the most productive organizations, authors and author collaborations. The Texas A&M University in Texas, USA, had the top three most productive authors (Cook C, Thompson B and Heath F) and was the most productive organization. The Performance Measurement and Metrics Journal is on the top of the list. The single author was the prevailing authorship pattern, followed by the two-authors pattern. The most collaborating countries were identified as the UK, Japan, Spain and Bangladesh. The keyword analysis informed that the published literature on LSQ mainly concentrated on academic libraries, Therefore, there is a need further to examine other types of libraries including public, national, special libraries.
Originality/value
To the best of the knowledge, this seems to be the first comprehensive bibliometric study that combined productivity and citations, citation impact to present a holistic picture of the LSQ literature.
... Customer Loyalty approach in the view of Dahan et al. (2016) ensures that researchers have access to respondents who have experienced the library service. Library service users who agreed to be part of the study were selected. ...
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.
... In fact, sensitivity to user expectations provides the basis for continuous service improvement. Hence, it is the duty of the library administrator to identify and meet such needs (Dahan et al., 2016). A university library plays an important role in the quality of an institution, so it is very important to focus on providing quality services (Tanner et al., 2010). ...
One of the primary reasons behind the inefficiency of libraries pertains to the lack of user loyalty and continuous communication between users and libraries. Accordingly, this study set out to identify the factors contributing to the user loyalty of university libraries. The present study is applied in terms of research objectives and is survey and of correlational type in terms of data collection method. A structured questionnaire was used to collect the required data. To do so, data from 384 users of university libraries in Iran were analyzed running structural equation modeling (SEM) and Smart PLS software version 3.0. The obtained results revealed that user perceived value of the services provided to them generated a sense of satisfaction in them which in turn led to their loyalty to their presence in and re-use of library services. There was also a direct and significant relationship between the services provided by libraries, including eight dimensions of library rules, lending system, electronic resources, printed publications, technical facilities, library environment, personal and library services and user perceived value and satisfaction. The present research can be considered one of the initial studies having experimentally evaluated the factors contributing to user loyalty of university libraries presenting a new model. The results of this study could be useful in identifying some of the problems of libraries in attracting and maintaining users and providing appropriate solutions to solve them. The model presented in the study could be used in future research as well. Furthermore, the study has expanded the range of theories on user loyalty of university libraries.
... To date, formal investigation endeavors are still emergent and limited in pursuing studies on the contributions of academic libraries toward essential student outcomes. Previous study at the Universiti Malaysia Pahang (UMP) library [5] revealed students' satisfaction that went beyond the acceptable level of the minimum service received, as well as it surpassed the actual expectations they placed upon those services. Whereas the academicians of the Universiti Malaya (UM) were found to rate the service quality of their academic library right over an average point, while the overall satisfaction level was perceived as satisfactory [6]. ...
Digital, information, and networked technologies have largely affected the academic libraries and their users in support of 21st education. This development places demands on them to endure seriously the assessment challenges in the aspect of users’ utilization of Web-based Information Services, not merely to rely on the implicit value of usage statistics, but also to look into the explicit difference that the specific usage of web-based information services has on users’ experience in the form of their perceived scholarly outcomes. In establishing this paper, scoping approach was used as the methodology for preliminary assessment in exploring and analyzing the published research articles from local and international sources. Based on the literature review, this paper aims to propose a conceptual research framework for Malaysian academic libraries comprising three independent variables, namely, library technology, academic library roles, and library learning environment. Besides, information literacy skill is introduced to gain understanding, to what extent, it has a moderating relationship between the independent variables and the university students’ utilization of WBIS, the predicted dependent variable that constitutes implicit and explicit values. This framework will be measured by conducting a research involving six public universities in the Klang Valley of Malaysia. In the long run, it is expected to propose a research method and instruments to support the academic libraries in collecting and analyzing data about utilization of web-based information services among university students.
... The main decision criteria that considered in this study are affect of service, information control, and library as place [3][4][5][6][7][8][9][10][11][12][13]. Moreover, the sub-criteria from each main decision criteria will also be taken into consideration in determining the library service quality. ...
Library service is a significant factor for a university to give the public a glimpse on the university education quality. An excellent library can provide a comfortable study environment for the students to concentrate on their learning. Besides that, library should also be a source that the students can easily search for the plenty of updated information that they need. As a result, a conceptual framework based on Analytic Hierarchy Process model is proposed to identify the priority of the main decision criteria and sub-criteria toward the library service quality among the undergraduate students. The results show that information control is the most influential decision criterion, followed by library as place and affect of service. Moreover, the top five most influential sub-criteria are desk and seating availability, Internet/WIFI facilities, cleanliness and beauty, temperature setting, and finally online journal collection. The findings of this study can provide an insight to the library to improve the services in order to satisfy the students’ expectations and needs in the future. This study is significant because AHP model is proposed to determine the quality of the library service with the consideration of the important decision criteria.
... In addition to providing information to library members and associated clients, the library's website ensures that services and information are provided to ordinary researchers. Dahan et al. (2016) noticed that the increasing competition is forcing university libraries to provide users with the best service by offering them the latest technology in competition between service departments. The satisfaction of the library users depends on the quality of the service, an essential indicator of the quality and appreciation of the service. ...
Purpose
In the age of knowledge explosion, modern technology facilitates the acquisition, organization and effective dissemination of information to support academic research. To achieve long-term educational goals, integrating digital resources into a knowledge management model (KMM) has become a necessary prerequisite for university management. The proposed KMM aims to combine resources and technology to facilitate resource management, navigation and cross-database search for advanced research.
Design/methodology/approach
The published literature on digital resource integration was reviewed, and the status of resource organization was discussed with experts to compile research instruments together with the perspectives of serving professionals in universities. The data obtained was systematically processed to develop an integrated resource KMM. Data volume measurement was done with the SPSS software and AMOS was used for path analysis and modeling. After the conceptual model was developed, many assumptions were associated with it, and the software was run on the data set to validate the proposed theoretical model.
Findings
Library resources with four components (digital resources, information technology, financial planning and service promotion) have been successfully integrated into the knowledge management framework to organize resources and provide academic services for researchers. In addition to the organization of digital resources, the two components of knowledge management, such as the explicit knowledge of its technology-oriented nature and the tacit knowledge of its human-centered positions, remained useful to strengthen the integration process.
Practical implications
With the development of digital technology and the internet, information authentication, access and dissemination have become a complex task for information centers. As an integral part of modern digital libraries, the expansion of digital collections requires proper accessibility organization. Owing to the increasing number of digital resources, organization and management require thorough research and appropriate integration mechanisms. This integrated KMM helps to organize heterogeneous information resources and databases in libraries for long-term academic tasks.
Originality/value
Based on literature studies and discussions with academic experts, integration problems were identified, and raw data were obtained from the library management to find a solution. It is unique research owing to a lack of original work and extensive international literature on resource integration in connection with KMMs. This study has innovative findings that can add value to world literature.
... As a result, librarians are becoming dissatisfied with their job and starting to leave the profession (Miller, 2013). A study conducted by Dahan et al. (2016) found that assessment of performances is very important to identify user satisfaction. Librarian's performance is one of the indicators that have a significant towards job dissatisfaction (Miller, 2013). ...
... As a result, librarians are becoming dissatisfied with their job and starting to leave the profession (Miller, 2013). A study conducted by Dahan et al. (2016) found that assessment of performances is very important to identify user satisfaction. Librarian's performance is one of the indicators that have a significant towards job dissatisfaction (Miller, 2013). ...
There are several studies that are conducted to highlight the understanding factors responsible for higher (tertiary level) education. However, very few of these studies are focused on the impact of library services although the importance of these services cannot be ignored. Similar points are reflected through literature as well as through standards of quality education. However, the relationship of libraries with the level of quality education provided by tertiary level institutions in Asia as well as in Pakistan is relatively under-explored. These lacking became much more severe when it is related to the state-owned universities and therefore the study has been conducted purposely to investigate the role of libraries at tertiary level organizations in Karachi on the quality of education. SMART-PLS has been incorporated to balance the criterion linked with theory building and generalization which indicated that SER-QUAL model with bit of modification is highly correlated with perceived level of customer's satisfaction in government sector universities.
Visual analysis of library reader service research and linear regression analysis are conducted to point out the closeness and changing rules of different influencing factors and the overall service quality of the library, providing suggestions for the optimization direction of library service problems in the future. In the CNKI database, the data in the field of “library reader service” is used as the initial data, and the knowledge map is used to analyze and study the research hotspots in this field. The questionnaire is designed based on the results, and the regression analysis is conducted on the questionnaire data. The research hotspots in the field of library reader service mainly focus on four aspects: reader service, reading service, environmental service and activity organization. By combining these four aspects to provide multi-level services, libraries can adapt to the rapid development of libraries in the new century.KeywordsReader ServicePublic LibrariesKnowledge GraphRegression Analysis
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.
Purpose: This study aims to investigate the viability of relocating Universiti Utara Malaysia International School (UUMIS) from its current location in Sintok to a nearby town in Jitra, Kedah in its effort of increasing student’s enrolment. Theoretical Framework: The study uses the four p’s of marketing mix and Ansoff marketing matrix in evaluating the market demand for international school in Jitra if the school were to be relocated from its current location. Design/methodology/approach: The study conducted interview sessions with UUMIS staffs, existing parents, and potential parents. Following to the input derived, a survey was formulated and distributed to the communities in Kedah and Perlis. Findings: Most existing parents and teachers are willing to send their children to UUMIS should it is relocated to Jitra with a transportation and transit service assistant. This result is supported with the survey distributed, whereby the percentage of willingness are more than half of the existing parents (60.5%). However, despite the willingness, these parents (39.6%) also found this proposal to be burdensome. As such, they suggested UUMIS to provide transportation and transit service with reasonable fees charged instead. Implication: The study has direct implication of policy for UUM and UUMIS in steering the international school development. The study also evidenced that market research prior to investments are needed not only to ascertain the demand in the new location but serving as reflective medium for an organization to improvise existing governance especially when there is an expansion/relocation plan in the pipeline. Originality/value: The study has direct implication of policy for UUM and UUMIS in steering the international school development.
There are several studies that are conducted to highlight the understanding factors responsible for higher (tertiary level) education. However, very few of these studies are focused on the impact of library services although the importance of these services cannot be ignored. Similar points are reflected through literature as well as through standards of quality education. However, the relationship of libraries with the level of quality education provided by tertiary level institutions in Asia as well as in Pakistan is relatively under-explored. These lacking became much more severe when it is related to the state-owned universities and therefore the study has been conducted purposely to investigate the role of libraries at tertiary level organizations in Karachi on the quality of education. SMART-PLS has been incorporated to balance the criterion linked with theory building and generalization which indicated that SER-QUAL model with bit of modification is highly correlated with perceived level of customer's satisfaction in government sector universities.
This study aims to find out how the level of satisfaction in the use and user feedback of the booking book feature service in the Syiah Kuala University Integrated Library Information System (UILIS) mobile library application during service restrictions as an effort to provide excellent service in the era of the COVID-19 pandemic. This research is quantitative because the data obtained are in the form of descriptive statistics and percentages. The method used is a survey, the sample in this study amounted to 65 people who were taken by random sampling. The data analysis technique used the descriptive analysis method, the data were analyzed by describing the picture and the results of the data that had been obtained. The results of the study indicate that the booking book feature is quite satisfactory for users, it can be seen from the level of utilization of the booking book feature. The development of the booking book feature has been to the lifestyle of today's society, which requires that the information sought can be found quickly and precisely. User feedback based on survey results shows that 75.69% of users agree that the booking book feature makes it very easy for them to get the books they need. Users also strongly agree that the booking feature is very useful and is a quick solution in getting the right collection service, with an average interpretation score of 82, 77%. The use of the USK Library's book booking feature is increasingly in demand to get books easily and save users' time. The results obtained are 72.61% of the booking book feature is quite satisfactory for users. The conclusion of this research is the USK Library still needs to improve the booking book feature service by making continuous improvements so that the utilization rate of the USK Library collection continues to increase.
Scholarly communication librarian (SCL) is the involvement of librarians to facilitate researchers to know the development of research conducted by other researchers. Scholarly communication is not a new thing in the library world, because scientific publishing has existed since the research was conducted. The purpose of this study was to find out SCL as a challenge for librarian duties in era 4.0 which includes three main tasks of librarians in legislation, library management, library services, and librarianship system development. The population in this study were members of the FPPTI Jawa Barat and a sample of 70 people based on the Slovin formula with an error rate of 10%. The study used a descriptive method with a quantitative approach and data collection techniques using a closed Likert scale questionnaire. Based on the results of the data analysis, it shows that the FPPTI Jawa Barat librarian gave a positive response with a very good category in the SCL. FPPTI Jawa Barat librarians in carrying out their role as SCL have been able to adapt quickly and make important contributions in conducting research. The results of the study illustrate that the FPPTI Jawa Barat librarian has carried out library management well, especially in planning and evaluation, providing various sources of information that are easily accessible to users, quick reference, and conducting scientific writing guidance, and being a facilitator. The involvement of librarians in conducting research shows that FPPTI Jawa Barat librarians are actively involved in research to improve library performance in realizing service excellence.
Academic libraries today are facing their greatest challenge since the explosion in tertiary education and academic publishing all over the world. In every institution, there is an existence of academic libraries to support teaching, learning and research work. Academic libraries were mostly established to support higher learning institutions in order to promote research teaching and learning in the universities. Faculty and students mostly make use of the library for information they may need to satisfy their needs in their academic discourse. This paper examines the relationship between service quality and users satisfaction at UHAS and also examines how user surveys have been employed. The study revealed that the faculty and students who formed the population of the study were found to have used the library mostly. It was revealed that users were satisfied with the services of the library.
The present study was conducted to develop and validate a happiness program for librarians based on Fordyce's happiness fundamentals. The present research is applied in terms of purpose and educational program construction. In order to achieve the objectives of the research, by qualitative content analysis, the steps of developing the training program and its validity were performed. Based on the findings of the content validity index, the approved activities were divided into services such as providing ancillary services, providing social services, providing independent learning services, refreshing the public library environment, and so on. The activities expressed in the content validity index scored above 0.79. Since human resources and librarians have a direct and effective role in improving the quality of services. It is requried the development and implementation of programs tailored to their needs so that librarians understand the needs of users and have the necessary sense of trust and confidence and have motivation and passion for work and profession. Therefore the present research for the purpose of improving the service quality of the public libraries developed and validate the librarian’s Happiness Program Based on Fundamentals of Fordyce. Therefore, this research could be valuable in the field of cognitive empowerment for librarians' happiness and consequently improving the quality of services.
Consumption emotions are not always considered when satisfaction with library services is assessed. In this research, consumption emotions perceived by users of eight different libraries of a Mexican higher education institution are identified when using library services. Laros and Steenkamp. 2005. “Emotions in Consumer Behavior: A Hierarchical Approach.” Journal of Business Research 58: 1437–45. https://doi.org/10.1016/j.jbusres.2003.09.013 hierarchical scale was used to assess library users’ consumption emotions. The relationship between those emotions and the users’ satisfaction is then established and analyzed using both descriptive statistics analysis and an entropy-oriented machine learning approach. The first approach suggests that users feel more positive consumption emotions (contentment and happiness) than negative emotions (anger). The entropy analysis shows that the identified consumption emotions have a great prediction power over the satisfaction level that users will manifest. This research contributes to the issue of satisfaction assessment by including library users’ consumption emotions in Mexico.
The library is a service-oriented institution, widely used, especially among students, to obtain updated and relevant information. However, in the Malaysian polytechnics context, limited studies have investigated the influence of library service quality on student satisfaction. Therefore, this paper aims to examine the influence of service quality, comprising tangibility, reliability, responsiveness, assurance, and empathy, on student satisfaction. This study employed a quantitative study and a single cross-sectional method. This study also used a survey approach in which 279 students responded to the distributed questionnaires. The multiple regression analysis revealed that service quality, comprising tangibility, reliability, responsiveness, assurance, and empathy, significantly influences student satisfaction. Besides, assurance is the primary element that influences student satisfaction. The study findings showed that improving service quality, especially on the assurance element, is critically important to improving student satisfaction. This study will benefit the students, library management, and Malaysian polytechnics in general, especially in improving student satisfaction in the future. More findings will be discussed in this paper.
Purpose
This study aims to investigate the relationship between customers’ knowledge management and their loyalty to academic libraries.
Design/methodology/approach
This study was conducted by the descriptive-survey method. After determining the validity and the reliability of the questionnaire, 400 questionnaires were distributed among the undergraduate students of Ferdowsi University of Mashhad (FUM) by stratified sampling method. Finally, 373 questionnaires were considered as the basis for data analysis. Structural equation method was used for data analysis.
Findings
In this study, nine hypotheses were examined and tested. The results of the path analysis indicated that factors such as perceived value, knowledge about customer, satisfaction, perceived quality, knowledge for customer and knowledge about customer had the most to least impact on customer loyalty to academic libraries. In addition, this study highlighted the role of perceived value. Data analysis showed the important role of perceived value as an interface between customers’ knowledge management and its direct and indirect relationship with them.
Practical implications
Based on the findings of this study, it seems that the managers and the librarians of academic libraries need to consider the relationship between customers’ knowledge management and perceived quality, as well as the satisfaction of their customers to use the customer knowledge management capacities for developing their loyalty.
Originality/value
In this case, an effective step can be taken toward developing the knowledge management of users and ultimately encouraging them to show their loyalty to academic libraries and satisfying their information needs and providing the justification for the survival of these types of libraries.
This research was conducted to analyze in depth how the quality of Jakarta digital library services in the Jakarta Provincial Library and Archives Service. The theory analysis is a theory of five dimensions of service quality consisting of :Tangible, Reliability, Responsiveness, Assurance, and Empathy. The method in this study useds a qualitative approach with descriptive methods Data collection techniques are done through observation, interviews and documentation. Data validity test uses Triangulation. The results showed that the quality of digital library services in the DKI Jakarta Provincial Library and Archives Service has not been fully said to be good. Collection of books in the Department of Library and Archives of the DKI Jakarta Provincial Government is incomplete, iJakarta applications sometimes experience errors/bugs, other than that the download time of books to be read is relatively long, can reach 5 minutes per book, Inadequate complaints channel for users / users who want to convey the problem,Handling of complaints is still very dependent on PT.Aksaramaya. This can hinder readers/visitors who need a quick complaint handling because the Library and Archives Service must first coordinate with PT.Aksaramaya and There is no audio book facility that should be available for persons with disabilities from the blind group.
Purpose
The purpose of this paper is to explore the possible result of librarians’ professional commitment on the delivery of quality library services. Thus, the aim is to investigate the relationship between professional commitment and library customers’ perceived service quality of the respective libraries.
Design/methodology/approach
This is a quantitative study which based on questionnaire survey. A cross-sectional design was adopted for this study in which data were collected from two different populations (i.e. professional librarians and their library customers) having a common facet that is library.
Findings
Overall, librarians were found committed on the professional commitment scale (PCS). The studied professional librarians showed higher commitment on the affective commitment dimension than that of continuance commitment of PCS. A positively significant relationship was appeared between professional commitment and library service quality.
Originality/value
No such cross-sectional study can be found that addressed the relationship between professional commitment and library service quality, particularly, in Pakistani library and information science research.
This study investigates the customers’ perceptions on three traditional dimensions of the perceived library service quality (library personnel; library resources and user services; and facilities and equipment), customer satisfaction, and customer loyalty of the public library users. Survey data using simplified questionnaires were analyzed which were collected from 1015 users of public libraries in 2015 and 2019 respectively in South Korea. The results show that they were generally satisfied with public library services and want to visit them again and/or recommend them to others based on the good perceptions on the public library service quality, because the means of each variable on a Likert 5-point scale was fairly high: customer satisfaction 3.85, customer loyalty 4.12, and perceived service quality 3.80 (library personnel 3.80, library resources and user services 3.81, and facilities and equipment 3.79). Each of three dimensions of perceived service quality had statistically significant positive impacts both on customer satisfaction and on the loyalty of the users, and that customer satisfaction had statistically significant positive impacts on customer loyalty. Different groups by gender, age, education, and occupation show the mean differences in customer loyalty. This article suggests research and managerial implications and limitations of the study.
The aim of this paper is to systematically review instruments used for measuring the quality of services in university libraries across the world. Content analysis was carried out to accumulate relevant studies from three selected databases viz. LISTA, Emerald Insight, and Elsevier Science Direct. Only English Language studies and Journal’s articles were includes in this review. Studies were included irrespective of their publication year and geographic location. The selected 19 studies were related to measuring quality of services in university libraries. The result of this review revealed that SERVQUAL is most commonly used instrument with slight modification in its dimensions. The Second popular tool was LibQual. SERVPERF and QUALSERV1 tools were used by only 1 study each. One study used locally designed questionnaire. This study will help the researchers to get precise information about different tools used in university libraries for measuring quality of services. It will also help the reader to know about the variations in the instruments used in different parts of the world.
This study examines the influence of library service quality dimensions (i.e. service affect, information access, library as place, and personal control) on user satisfaction, as well as user satisfaction on user loyalty. Data were drawn from 349 library users from a public university library in Ghana. The hypothesized relationships were analyzed using structural equation modeling. The study revealed that with the exception of library as place all the service quality dimensions had a positive significant relationship with library user satisfaction. The study further established a positive significant relationship between user satisfaction and user loyalty. The practical implication is that the attainment of library user loyalty is possible when the management of libraries improve the level of user satisfaction with services. This study is one of the few on assessing library service quality, customer satisfaction, and user loyalty in a developing country context.
Purpose
In this way, the aim of this study is to expand and evelop the application of this technique in FMEA to rank failure modes of ESQ of academic libraries in an intuitionistic fuzzy environment. Assessment of electronic service quality (ESQ) of libraries is significantly important according to their major roles. It should be noted that the ESQ has a significant impact on customer satisfaction, which improves organizational performance. Accordingly, low ESQ means waste of organizational resources and poor user satisfaction. So, there is a dire need to reflect reasons inducing failure modes in academic library ESQ. Thus, investigation of failure modes affecting academic library ESQ is highly important. One solution in this area is utilization of the intuitionistic fuzzy (IF) failure mode and effects analysis (FMEA) as one of the widely used methods for prediction and identification of failure modes.
Design/methodology/approach
The present study in terms of objective is applied and in terms of the type of method is descriptive-analytical. The research sample included four experts of Yazd academic Libraries (Iran). To collect data, three types of questionnaires were distributed among experts. The purpose of the first questionnaire was to identify and reach an agreement on e-library failure modes. Type II questionnaire was used to determine the importance of identified risk factors and Type III questionnaire was used to prioritize the factors.
Findings
Results indicate that the difficulty of using websites, lack of provided information feedback to users and lack of links on the website to users' are the main priorities for improving ESQ in the studied academic libraries.
Originality/value
In this approach, the Intuitionistic fuzzy Elimination Et Choix Traduisant la REalité and technique for order of preference by similarity to ideal solution method were used to rank failure modes in academic library ESQ within the FMEA framework.]
Los objetivos de este artículo son cuatro: analizar las principales diferencias en torno a las dimensiones mejor valoradas de tres estudios sobre satisfacción de personas usuarias basados en LibQUAL+® llevados a cabo en bibliotecas universitarias de España, Argentina y Chile; analizar las diferencias atendiendo a la variable de género (hombres y mujeres); determinar si las diferencias en cuanto a género son estadísticamente significativas; y discutir y reflexionar sobre los resultados hallados en el ámbito concreto de las bibliotecas como reflejo de la realidad social en general. Los resultados permiten concluir que en España las personas usuarias están menos satisfechas con la dimensión de la biblioteca como espacio, mientras que en Latinoamericana se percibe menor grado de satisfacción también con el control de la información. El mayor grado de satisfacción en todos los estudios se da en el valor afectivo del servicio. Las mujeres en España muestran menor satisfacción y mayor exigencia que los hombres en el valor afectivo del servicio. Además, se hallaron diferencias estadísticamente significativas en el análisis de las medias por género. En la discusión se ponen en relación los resultados hallados con la literatura existente, definiendo los paradigmas posibles de la biblioteca informativa frente al de la social-creadora y la percepción de la satisfacción por géneros según el contexto social en que se hallan las bibliotecas. La limitación principal del artículo es que se basa en tres estudios concretos; y su principal valor y originalidad, que puede considerarse como punto de partida para futuras investigaciones sobre la cuestión de género en lo que a bibliotecas y los servicios que ofrecen se refiere.
Human behavior has a correlation with the perception of an infrastructural service, which may influence its usage. Users' perception of pedestrian infrastructure in developing nations are being increasingly studied and sometimes also is translated into designing the walking environment. In India, where motorized travel is on the rise, it is imperative that we sustain our non-motorized modal share by providing its users with quality and safe walking infrastructure. The research measures user satisfaction of present walking environment in three different cities of India. Aggregate and city specific pedestrian satisfaction models identify a set of factors comprising socioeconomic, trip specific, and built environment attributes. Data reveals that pedestrian perception of the overall walking environment ranges from "poor" to "average". Modelling results show commonalities in factors significantly affecting overall pedestrian satisfaction across the three cities. However, magnitudes of the perceptions of overall satisfaction are distinct across cities.
A conceptual model articulating the nature and determinants of customer expectations of service is proposed and discussed.
The model specifies three different types of service expectations: desired service, adequate service, and predicted service.
Seventeen propositions about service expectations and their antecedents are provided. Discussion centers on the research implications
of the model and its propositions.
Purpose – The main purpose of this paper is quality assessment of services provided by the MUMS libraries and determining member satisfaction and expectations of library services in the LibQUAL dimensions. Design/methodology/approach – This research used the survey method for collecting data. Library service quality was measured by using 22 items taken directly from the 2004 version of the LibQUAL scale. Findings – The highest average score was “Service affect” with 6.39 and the lowest score 5.75 belonged to “Library as place”. Total results emphasised the importance of librarians' specialised knowledge level in presenting appropriate services in circulation and reference sections. A significant outcome, is in the “information control” dimension, and appropriate working hours; classification system for searching and accessing to information and appropriate time for loaning resources. The biggest gap related to updated multimedia databanks, appropriate number of computers and adequate facilities like laptops/PCs and broadband networks for better access to subscribed electronic resources through the MUMS central library web site. Practical implications – The results of this study emphasise the importance of librarians' specialised knowledge level in presenting appropriate services in circulation and reference sections as well as identifying strengths and weaknesses of MUMS schools and hospitals libraries for improving decisions affecting the library service quality. Originality/value – The findings show all highly important aspects of the “Service affect” dimension in academic libraries such as understanding user needs and presenting perfect service.
Higher education is a dynamic fast growing service industry and every day it is more and more exposed to the globalization processes. Almost with every sector we face increased competition that also shows itself in higher education as well. Thus, measuring the quality of service in higher education is increasingly important and students should be considered as customers in the field of higher education. Many researchers suggest that for market orientation and differentiation, higher educational institutions should understand their customers, assess their needs, modify their offerings to meet those needs, and thereby boost customer satisfaction by delivering superior quality services. According to research findings service quality of library facilities is one of the most important factors that have a significant influence on students' overall satisfaction from their universities. The most widely known and discussed scale for measuring service quality -SERVQUAL-has not been successfully adapted to and validated in the library context. The LibQUAL+ scale has been validated in some of the developed cultures but not in other cultural settings. So, there is a significant gap in the literature regarding this area of research. The present study addresses this gap by applying the LibQUAL+ among 358 students of a state-owned university in Northern Cyprus. A conceptual model LIBZOT is presented in this study, and the results demonstrate that evaluation of services can be scaled according to different types of expectations—'desired' and 'adequate'—and that students use these two types of expectations as a comparison standard in evaluating library services. The findings reveal that students have a narrow zone of tolerance with regards to the services provided by libraries.
This is an exploratory attempt to use a modified version of SERVPERF to assess user's satisfaction with the services provided by an ISO9000:2000 certified library at a private university in Malaysia where measuring performance would be an integral part to continuously improve quality of services. The services being measured are grouped as frontline, core and peripheral where staff and facilities interact with users directly and where user's opinions and expectations could be extracted. The clients are undergraduates and postgraduates who use these services and facilities. The results identify services deem important to users of the library as well as the problem areas which need improvements. A total of 274 students comprising 250 undergraduates and 24 postgraduates form the sample. The respondents' ratings range on average between 3.13 and 4.36 on a 5-point scale, implying that the library is performing at an above average level. From 59 service attributes, 2 are perceived as excellent, 20 attributes are considered good, 31 are average and 4 services are rated as poor. A total of 16 services are rated below 50%, which form the priority list of services given priority in the library's proposed action plan. The good and excellent services would continue to be monitored to maintain their performance.
Service quality measurement is an area of growing interest to researchers and managers. It is also an area characterized by debate concerning the need for measuring customer expectations and how they should be measured. Building on a synthesis of the extant literature on customer expectations and service quality measurement, this article identifies unresolved issues and develops three alternative questionnaire formats to address them. It then discusses an empirical study that evaluated the three formats in four different sectors. The article concludes with practical implications and directions for further research stemming from the study's findings.
The University of Washington Libraries has conducted triennial faculty and student library surveys since 1992. Surveys are sent to all faculty and a random sample of graduate and undergraduate students. Results have revealed significant variation within and between user groups concerning library satisfaction, use, priorities, and importance. There were 2,749 responses to the most recent survey in 1998, including more than 1,500 completed surveys returned from faculty. These large-scale surveys, while extraordinarily valuable, have proven costly and time-consuming to design, administer, and analyze. The ARL LibQUAL+ pilot offered an opportunity to employ a different methodology and design that focused on quality of service and library support through a Web-based survey. This article discusses issues and results associated with these different approaches.
Academic libraries are facing two major threats: a global digital environment and increasing competition. They must improve the quality of their services in order to survive. The article explores the relationship between service quality and user satisfaction and examines how user surveys have been employed in a number of previously published data sets. A model which demonstrates how satisfaction can be seen as both a micro-level response to individual transactions and at the macro-level as an outcome of service quality is proposed. Using an evidence-based approach, gaps between user expectations and perceptions are explored as well as the gap between user expectations and managers' perceptions of these. Studies that include user surveys of electronic library services are also analyzed in terms of customer expectations. Suggestions are offered about ways in which library and information service providers could make more use of the information derived from their own and other organizations' user surveys to improve their services.
El artículo revisa las percepciones y expectativas de estudiantes de postgrado de la Universidad de Colombo hacia la alfabetización electrónica y el desarrollo de habilidades conducido por la biblioteca. La data proviene de 21 individuos a través de un cuestionario semi estructurado. Los estudiantes mostraron satisfacción con el programa y encontraron barreras para el desarrollo del servicio: las actitudes del personal, la guiatura y las altas demandas. This paper discuses the user perceptions and expectations of postgraduate students of the University of Colombo towards the e-information literacy skills development programme conducted by the library. Data was collected from 21 individuals through semi-structured questionnaire using gap theory. Overall, students satisfy with the quality of the programme and found three impediments to develop the service such as staff attitude, lack of mentoring and high customer demand.
COMPETITIVE PRESSURES FROM DIFFERENT INFORMATION providers; widely available information resources; rising costs of books, serials, and electronic resources; and emerging new technologies and services providing information to potential library users raise questions about the role of academic libraries in present times. There has been some deliberation about the necessity to better understand and define the needs and expectations of library users to provide the appropriate kind and levels of service to provide satisfaction and service quality: But whether satisfaction with services is likely to explain the use of actual facilities is a moot question-i.e., the link between user satisfaction and usage of the brick and mortar facilities may be tenuous. This study proposes and tests a model to explain the use of academic libraries. The explanatory factors include service quality factors, resources, and user characteristics. Students in three academic libraries were surveyed in Erie, Pennsylvania, over a period of three semesters. Of the 210 questionnaires that were distributed, 188 were returned. The model was significant and explained some of the variation in library usage.
Introduction
The conventional services and traditional role of university libraries is changed due to multiple sources of information, high demand of users, and application of information technology, competition among service sectors and high student enrolments. The university libraries are also facing different challenges such as advances in information technology, rising cost of material, increased accessibility of research materials via the Web and tentative budget allocations.
Each of these challenges requires library administration to become more concerned of their users' expectations. "Retaining and growing their customer base and focusing more energy on meeting their customers' expectations is the only way for academic libraries to survive in this volatile competitive environment" (Cullen, 2001, pp. 662-663). The understanding of users' expectations and meeting those expectations is the only way for libraries to retain their users. Assessment of library service quality helps in identifying users' needs, wants and decreasing the gap between users' perceptions and expectations. It also provides users' feedback in order to improve the quality of library services.
The central role of users in assessment of service quality has been recognizing and "only customers judge quality; all other judgments are essentially irrelevant" (Parasuraman, Zeithaml, & Berry, 1988). Many researchers (Chweh, 1981; Hernon & McClure, 1986; Hernon & McClure, 1990; Nitecki, 1996; Oldman, Mary, & Wills, 1977; Taylor & Voigt, 1986; Whitehall, 1992)advocates that the user is the best judge to assess the quality of the services. The traditional method of service quality has become obsolete and no more fulfills the purpose of user's demands for information. Nitecki (1996) further added "a measure of library quality based solely on collections has become obsolete" (p. 182). Currently the service quality defines as "difference between customer's perceptions and expectations" (Parasuraman, et al., 1988).
In this regard, library authorities should recognize the different needs, priorities and feedback of library users. All current and future library services must be user-centred. Library administration should consider the assessment of services as an important aspect for establishing right goals and policies. Library should not function in total isolation from its users' expectations. Libraries decision makers should know the users' expectations to improve the quality of services offered (Scott, 1992).
The establishment of Higher Education Commission (HEC) in 2002 started the rapid expansion of Pakistani university libraries. The libraries enrollment within the universities have increased, the methods of learning have changed, science and technology have grown and the library became recognized as an important source of learning. The importance of user-centered approach in libraries services has increased. However, in spite of rising expectations for enhanced library services in universities of Pakistan, there has been no study conducted among the users to investigate their expectations on the libraries services quality.
It seems to be very interesting and useful to investigate the minimum and desired expectations of students and university professors within the university library setting. Objectives of the Study
The objectives of this study with reference to assessment of library service quality in university libraries of Pakistan are:
1) To identify the minimum expectations of graduates, undergraduates and faculty.
2) To investigate the desire expectations of graduates, undergraduates and faculty.
3) To check the significant difference between minimum expectations and desired expectations.
Academic libraries are presently faced with challenges as a result of the introduction of information technology which has led to an increase in competition among information providers. Libraries must improve the quality of their services to enable them face the challenges of information explosion in the 21st century. Service oriented organizations have identified the customer or user as the most critical voice in assessing service quality. For assessment of service quality to be effectively carried out in academic libraries, it is imperative to investigate what service quality is to users. This paper examines the relationship between service quality and users' satisfaction at Redeemer's University and examines how user surveys have been employed in a number of previously published literatures. A questionnaire was used as a data collection instrument for the study. The study revealed that of the academic staff and students who formed the population for the study, students were found to have used the library most; the College of Management Sciences had the highest frequency of use and it also showed that users were satisfied with the services of the library.
Purpose
The purpose of this paper is to outline three analytic tools utilized in the analysis and interpretation of LibQUAL+™ quantitative data.
Design/methodology/approach
D‐M scores, value rankings, and split‐file cross‐tabulations were used to assess the service items from the 2004 LibQUAL+™ quantitative data. The D‐M score is methodologically superior to other methods used in that it is a single score that takes into account all three LibQUAL+™ perception/expectation scores as dictated by the theoretical model LibQUAL+™ is based upon.
Findings
The paper finds that these tools provide a way to more easily utilize LibQUAL+™ results in taking actions and developing strategic plans designed to improve patrons' perceptions of service quality. These tools also allow for the continuous evaluation of implemented plans.
Practical implications
The paper discusses how these tools helped produce findings that were informative and in a format that decision makers could easily comprehend and utilize.
Originality/value
This paper outlines three approaches and offers practical recommendation of how to analyze and interpret LibQUAL+™ quantitative data as well as present findings to strategic stakeholders.
Academic library is an important academic facility at Higher Level Institution. The library need to improve their level of providing service quality to more relevance and updated because the increasing international students in Malaysia since 2007. A uniform mechanism is needed to measure service quality of academic library to be applied at Higher Level Institution. This study thus set to identify the international students' perception on Perpustakaan Sultanah Zanariah (PSZ) service performance using LibQUAL model and to determine the level of user satisfaction on PSZ quality services. Alternative approaches to study user expectation is using SERVQUAL model. Modification on library settings, LibQUAL was developed as an instrument to measure library quality services. Thus, this study decides to use LibQUAL model as based to measure PSZ quality services. LibQUAL model will determine user expectation by two gap analyses which are gap between perception and minimum (Service Adequacy Gap) and gap between perception and desired (Service Superiority Gap) based on Zone of Tolerance concept. A survey was conducted at PSZ to obtain feedback from the international students on their experiences with library services. Information was collected using a 9-point Likert Scale questionnaire consists of three parts; minimum, desired and perceive. Questionnaire focusing on the areas of general library services, policies, collections, electronic access, and the library environment. Qualitative results were gathered through an option of additional comments. Based on random sampling on 90 respondents, the result of the study revealed that the level of service quality only across minimum level and do not achieved the customers desired. Analysis of the survey data would aid the PSZ in becoming more aware of their library services for international students as well as their domestic patrons.
Purpose
– This paper seeks to investigate the overall service quality of the library system of Independent University, Bangladesh, a top‐ranked private university in Bangladesh. A survey is conducted among the library users specifically faculty, graduate, and undergraduate students.
Design/methodology/approach
– A modified version of the SERVQUAL questionnaire was used for data collection. The gap differences between perceived and desired services were calculated and ranked which could indicate what services meet, exceed or fall short of the users' expectations. The mean values of desired service levels were ranked and compared among three groups of users. A Kruskal‐Wallis test was done to examine the differences in desired level of service quality by different groups. The method zone of tolerance was applied to find out the range between perceived and minimum service levels. Finally, the underlying dimensions of service quality were identified through exploratory factor analysis of level of desired services.
Findings
– It has been revealed that perceived services were lagging behind the desired services and attributes of service quality which fall short of user perception though the gaps were not much higher. It has also been observed that there were some significant differences in desired services received by the users. The overall scenario of tolerance zone was inside the tolerable level by all users and only one attribute was problematic.
Originality/value
– The concept of library service quality and assessment is new in Bangladesh. The author of this paper first started to study on this area among public and private university libraries. This study will no doubt encourage and foster further research in this area for the effectiveness and the better performance of academic libraries in Bangladesh.
Mr. King offers suggestions on how to create and use surveys effectively to assess the quality of a library.
A general formula (α) of which a special case is the Kuder-Richardson coefficient of equivalence is shown to be the mean of
all split-half coefficients resulting from different splittings of a test. α is therefore an estimate of the correlation between
two random samples of items from a universe of items like those in the test. α is found to be an appropriate index of equivalence
and, except for very short tests, of the first-factor concentration in the test. Tests divisible into distinct subtests should
be so divided before using the formula. The index
[`(r)]ij\bar r_{ij}
, derived from α, is shown to be an index of inter-item homogeneity. Comparison is made to the Guttman and Loevinger approaches.
Parallel split coefficients are shown to be unnecessary for tests of common types. In designing tests, maximum interpretability
of scores is obtained by increasing the first-factor concentration in any separately-scored subtest and avoiding substantial
group-factor clusters within a subtest. Scalability is not a requisite.
The study explores reliability and validity of scores from the SERVQUAL measurement protocol. Scores were highly reliable, but the five SERVQUAL dimensions were not recovered. As a result, the validity of the instrument as originally conceived may be questionable in the research library context. Comparisons to earlier SERVQUAL studies in academic libraries are drawn.
This article examines a new approach to measuring service quality, one that produces findings useful for local planning and decision making. It also differentiates between service quality and satisfaction and points the direction for further research.
This exploratory study considered the problem of assessing quality in academic libraries. The research question that framed the investigation asked whether service quality scores from the LibQUAL+™ instrument were related to the following college or university characteristics: institutional type, enrollment level, or the level of investment made in libraries. Data regarding Carnegie classification, FTE enrollment, and library expenditures were collected for 159 college and university libraries that participated in LibQUAL+™ during 2006. Descriptive statistics, bivariate correlations, and regression analyses were calculated and the Bonferroni adjustment was applied to significance levels to compensate for errors caused by repeated calculations using the same data. Several statistically significant relationships were found; notably, negative correlations were found between each of the LibQUAL+™ scores and total library expenditures. The study suggested that higher expectations among library users in large, research libraries led to slightly lower LibQUAL+™ scores. Implications for practice included that survey results should only be used as one component of an assessment strategy, and practitioners might consider the potential role of library marketing or public relations efforts to influence user expectations. Recommendations were made for future research including replicating some aspects of this study with a more representative sample, analyzing respondent comments as well as score data, and exploring whether there are reliable differences in results for different types of institutions or among groups of respondents (students and faculty, or faculty by discipline).
Advertised as a total market survey of an academic library’s users, LibQUAL+ has risen to prominence in recent years as a means of assessing academic library effectiveness. In light of this, this conceptual paper raises and addresses four questions arising from its survey instrument. Doing so reveals that LibQUAL+ only partially conceptualizes a library’s operations. Furthermore, it emphasizes users’ eventual outcomes, such as improved grades, but does not explicitly conceptualize users’ more immediate need for epistemological value in the form of information, education, or persuasion. Finally, LibQUAL+’s survey correctly emphasizes the role of user self-reliance and satisfaction, but it unduly deemphasizes users’ need for professional information assistance and their actual experience of quality library service.
Analysis of the results of participation in the LibQual+ Survey
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An analysis of service quality in academic libraries using LibQUAL scale
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Library user's service expectations: A LibQUAL+ study of the range of what users will tolerate. Paper presented at the 7th Northumbria Conference on Performance Measurement in Libraries and InformationServices
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Questioning LibQUAL+
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Designing library services based on user needs: New opportunities to reposition the library
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Library user's service expectations: A LibQUAL+ study of the range of what users will tolerate
- Thompson