"library service quality"
202775382
Using the DEMATEL model to expose core causal items of LibQUAL for improving library service quality: from the perspective of big data
This study aims to expose the "causal core" items of LibQUAL (tm) from professional librarians' views. The objective is to prioritize limited resources to improve the most influential factors affecting the library service quality. Valid LibQUAL (tm) questionnaires from thirty two university library administrators in Taiwan are collected for analysis. The Decision Making Trial and Evaluation Laboratory (DEMATEL) technique is employed to build causal maps that can clearly locate the twenty two LibQUAL (tm) question items into four quadrants: core causal, inferior causal, inferior effect, and core effect. The DEMATEL causal maps can facilitate the library administrators to prioritize the limited resources for improvement. Five "causal core" items of LibQUAL (tm) are identified, including the library staff should be motivated with high willingness to help users and giving users individual attention; the library amenities should provide a quiet space for individual activities; the library Web site should allow users to locate and access information easily and individually. The survey data represent what professional librarians' think of the service quality in their libraries. The findings may serve as useful guidance to allocate limited budgets for library service improvement. This paper has pinpointed the "core causal" items of LibQUAL (tm) for advancing library administration. It is the first of its kind in the literature to use the DEMATEL technique to identify the "core causal" items of LibQUAL (tm) for improving library service quality.
Soft Computing
Chia-Huei Wu Yu-Hsi Yuan Sang-Bing Tsai
218794416
The Influence of School Library Use Motivation on the Library Service Quality Perception: A Study Based on Self Determination Theory
Recently, the emphasis on self directed learning and lifelong education is increasing the importance of school libraries in the curriculum. Accordingly, various studies have been conducted mainly from a structural, institutional and operational point of view. However, more research is necessary on the micro topics such as school library users' autonomous intrinsic motivations in the sense that school libraries play key roles in autonomy based self directed education. This study aims at finding out what types of school library use motivations are more important and the degree to which the use motivations affect the school library service quality based on the self determination theory. In addition, this study examines how the use motivations and the perceived service quality vary depending on the school grade of the library users. Based on a focus group interview pilot study, a questionnaire survey was administered on the effects of school library motivations on perceived library service quality to 588 students from 5 high schools and 2 middle schools in Seoul. When the service quality and its components, service affect, information control, and library as place were set as dependent variables, in all these four cases, intrinsic motivations were more significant than extrinsic motivations. In addition, when middle school students and high school students were selected as separate analysis target groups, the results of both analyses show that the higher the intrinsic motivations were, the higher the perceived service quality was. The contribution of this study is that it applies the self determination theory to school library service, measures the influence of motivation type based on the theoretical basis, and focuses on micro aspects to improve school library services. kiweodeu: haggyodoseogwan, iyongdonggi, seobiseupumjil, jagigyeoljeongseong iron school library, use motivation, service quality, self determination theory
Sung In Lee Ji-Hong Park
228848501
The influence of Public University library service quality and library Brand image on user loyalty
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+(tm) 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+(tm) 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+(tm) to measure service quality and provides empirical evidence on factors affecting library user loyalty.
Kojo Kakra Twum Andrews Agya Yalley Gloria K Q Agyapong Daniel Ofori
233250981
Exploring Users' Perceptions and Expectations about Library Service Quality: A Case of Mirpur University of Science Technology (MUST)
The present case study investigated the users' perceptions and expectations of the central library of Mirpur University of Science and Technology (MUST) Mirpur Azad Jammu Kashmir about library service quality. The sample of the study was consisted of undergraduate students and their respective faculty members. The data were collected through a questionnaire survey by using the LibQUAL+ instrument, which is specifically designed to measure the perceptions of the users about the quality of the library service. The findings indicate that the users were not satisfied with the quality of the library services. Their expectation level with library services was very high. The participants demanded better behaviour of staff, improved services, availability of library material in different formats, physical facilities, and better ambiance of the library building. This research serves as a baseline study to highlight the problem areas of existing services of the library. Furthermore, the selected case library is in a developmental phase and students'/faculty perceptions and expectations may provide guidelines to the authorities towards desired direction.
Maria Zaheer Syeda Hina Batool Saira Hanif Soroya
229075878
Determinants of satisfaction based on library service quality
Testing the effect of library service quality on satisfaction with library facilities as a moderating variable will be the aim of this study. The population of this study was the students of Economics Faculty University of Semarang Academy Year 2019/2020. All members of the population have homogeneous properties so that researchers use non probability convenience sampling technique with 100 students. The method of analysis validity test, reliability twst, heterocedasticity test, normality test, multicollinearity test, coefficient of determination (R2) hypothesis test, MRA (Moderated Regression Analysis) test and linear regression models.The results of study are the variable quality of library services have a positive and significant effect on satisfaction. Variable library facility significantly strengthen the positive relationship between of library services quality on satisfaction.
Aprih Santoso
234937168
The Evaluation of Library Service Quality in LibQUAL+ Dimension Based on Users' Gender
In this research, the authors want to raise the topic of gender in evaluating service quality, so that later it can be used as a reference in improving service quality in the UNP Library which is inclusive and ready to serve all visitors to the maximum. Through this research, the authors try to evaluate the quality of services provided by the UNP Library to female and male visitors and try to ensure that the equality of service is received by both. In order to evaluate it, the authors use the LibQUAL+ method which measures the quality of library services based on three dimensions used as measurement indicators which are Affect of Service (librarian attitudes in serving library users) information Control (availability of collections and easy access to information) and Library as Place (library facilities and infrastructure) This research uses accidental sampling with 24 male respondents and 72 female respondents. This research uses GAP analysis to evaluate the quality of service in UNP library. The results of this study indicate that the quality of service in the UNP library based on the LibQUAL+ dimension is good with an AG value of 0.002 and 1.10 SG value.
Gustina Erlianti
234985418
An Evaluation of the Library Service Quality by Six Sigma Methodology
Background and Objectives: This study was intended to investigate the opinion of the users of the Central Library of Astan Quds Razavi (CLAQR) regarding the provided services using Six Sigma methodology. Methodology: This is an applied descriptive survey study that explores the gap between the minimum level of expectations, the current status, and the maximum level of users' expectations regarding the human force services, information resources, and space available in the CLAQR. The data were collected by the Libqual Questionnaire and analyzed using SPSS 23. Findings: The average score of 72.88% for users' opinions regarding the indicator of human force (HF) in CLAQR shows the relative satisfaction of users in this regard. Only the indicator of "prepared staff for answering the users' questions" with a 50% satisfaction score, failed to meet the minimum expectations of the users. The average score of 76.88% regarding users' opinions about the quality of the available resources in the library also indicates their relative satisfaction. Among the indicators related to the quality of resources, "audiovisual materials" received the highest satisfaction score (93.33% The average score of 72.95% for users' opinions indicates overall satisfaction with space and amenities available. However, the scores of some sub indicators such as "comfortable and pleasant place" and "the presence of proper space for studying and learning" related to the current status were even lower than the minimum expectation level Discussion: The results show that overall, CLAQR has been successful in gaining 79.2% user satisfaction. The proximity of the actual level of service to the maximum level of users' expectations enhances the quality of service provided by the library, and it will be possible to gain users' maximum satisfaction with greater effort and focus on removing existing shortcomings.
Soraya Ziaei Ali Biranvand
234538965
Analysis on the library service quality with analytic hierarchy process model
Liew Kah Fai Lam Weng Siew Lam Weng Hoe
164237471
Evaluating library service quality of University of Kashmir: a LibQUAL+ survey
Purpose The purpose of this paper is to evaluate the library service quality (LSQ) of University of Kashmir from the users' perspectives based on the LibQUAL+ model approach. Design/methodology/approach The survey used the LibQUAL+ model to evaluate service quality (SQ) of Allama Iqbal Library (AIL) University of Kashmir, Srinagar (India) The data were collected from library users by administering the LibQUAL+ questionnaire in a printed format. Findings It has been revealed that AIL has succeeded in satisfying the minimum expectations of its users but could not meet the customers' desired expectations that make them delighted. Library as Place (LP) and Information Control (IC) are the most satisfied dimensions of SQ of AIL, whereas Affect of Service (AS) is the least satisfied dimension. LP is the most desired dimension amongst LibQUAL+ dimensions. All LibQUAL+ items were found to be lying inside the zone of tolerance (ZoT) Further, "Library is secure and peaceful place for study, learning and research" (LP 21) was found as most important service item as per users' desired expectations, while "Library staff shows dependability in handling users' service problems" (AS 9) is marked as the least desired item. Originality/value Only a few studies have been carried out to evaluate the SQ of Indian university libraries as far as the LibQUAL+ model is concerned. Therefore, the findings of present survey will help to understand how far library has reached in satisfying users' expectations as well as the areas or dimensions where it needs to improve.
Performance Measurement and Metrics
Anil Kumar Preeti Mahajan
149699927
Redefining Expectancy Disconfirmation Theory using LIS SERVQUAL+ An Integrated Framework for evaluating Library Service Quality and User Satisfaction
Abstract The study aims to develop an integrated framework for evaluating library service quality and satisfaction in a simultaneous process. Multidimensional item scale LIS SERVQUAL measurement tool was used in this study. The reliability of the questionnaire items was done using Cronbach's alpha. To examine the relationship between service quality and satisfaction Pearson correlation coefficient and Linear regression analysis were used. Finally to establish the 4 level disconfirmation standard users' expected and perceived opinions were compared using Wilcoxon signed ranked test. Result shows that, the 4 dimensional structure of LIS SERVQUAL has a closer relationship with overall perceived service quality and satisfaction, and service quality and satisfaction are significantly related to each other. The result also shows that, the comparisons between P DE, P RE, P ZoT, and P ME are significant to fit for 4 level ZOT. The effect of newly adapted 'Disconfirmation of expectation's theory' and its integration with LIS SERVQAUL model may aid the authorities of academic libraries in the synchronized assessment of service quality and satisfaction.
Muhammad Jaber Hossain