"A Comprehensive Study On Library Service Quality: Bridging User Perception Gaps And Implementing Effective Improvement Strategies" (original) (raw)
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Service quality in academic libraries
Journal of Academic Librarianship, 1996
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.
Universities libraries are shaping up with facilities to provide satisfaction in accessing and studying information to meet today's knowledge-intensive environment. This study aims to investigate users' satisfaction on the library information resources, facilities, and services for learning and research works at a public university. The population of this study comprises of students from the different faculties in the campus. Survey questionnaires were distributed to library users through stratified and convenient sampling method to collect the required information. Data were then analyzed using descriptive analysis, factor analysis, correlation analysis and regression analysis. The results of this study reflected the needs of good library information resources, facilities, and services to ensure user's satisfaction for learning and research.
Insights into library services and users from qualitative research
Library & Information Science Research, 2002
In a study of users' perceptions of library service quality, interview data were used to restructure and reorient SERVQUAL, a widely employed survey administered to customers to determine quality of service rendered. When adapted to library users' perceptions of service quality, the new instrument, LibQUAL TM was configured as a Web-based survey, and administered to over 22,000 users of Association of Research Libraries (ARL) libraries in North America. The data reported on here are comprised of the original interview data used to ground the Web-based survey. Interpretive and culturally-based analyses are offered as hypotheses for why the data were categorized as they were. D 2002 Elsevier Science Inc. All rights reserved. 0740-8188/02/$ -see front matter D 2002 Elsevier Science Inc. All rights reserved. PII: S 0 7 4 0 -8 1 8 8 ( 0 1 ) 0 0 1 0 7 -4
Library Patrons' Satisfaction and Information Need Assessment
Library satisfaction survey is conducted regularly to determine the strengths and weaknesses of its services and collections. The result becomes baselines in the planning of library activities to include collection development, orientation programs, and promotional enhancements. This survey made use of 5 Likert scales to determine the satisfaction level of the library patrons. All faculty and students were encouraged to participate in the survey through an online link. Data was collected a week after and generated a total of 587 responses. The survey intends to know the satisfaction level of its patrons with the different type of collections, the organization of materials, facilities, personnel, and services. Further, the survey explored the information need of its patrons for the academic year 2016-2017. Results showed that the library patrons, from faculty, staff, and midshipmen are extremely satisfied with the library and its services. The library collection has a weighted average of 4.40 which verbally indicates that the users are very satisfied. The organization of materials and the library personnel have a weighted average of 4.58 and 4.63 respectively which indicates that the users are extremely satisfied. Finally, the users expressed that they are extremely satisfied with the physical facilities of the library as evident by a weighted average of 4.52. Overall, it is gratifying to learn from this survey that most of the services and collections are satisfying to the patrons.
User satisfaction with academic libraries services: Academic staff and students perspectives
2011
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.
Quality and Utility of Library Services – From the Perception of College Students.pdf
Library is an essential aspect of any academic quality. NAAC and UGC has emphasized the need for a quality library with effective services. The 21 st generation technologies have dampened the use of it by the students. However it is imperative for the college to enhance the quality of library to attract students. This paper is an outcome of a study conducted with 60 college youth from UG and PG and form both the gender.
The University of Iowa Libraries' Undergraduate User Needs Assessment
College & Research Libraries, 1998
The university community is not a static environment but, rather, one fraught with change and adjustment to change. How do academic libraries within a university setting effectively address the evolving service and resource needs of a diverse patron community? One method that has received increasing attention is the development and implementation of internal instruments specifically designed to assess user satisfaction with services and resources. This study assesses undergraduate resource and service needs, identifies librarywide unmet needs, and gives both library user and librarian an opportunity to engage in proactive dialogue.
Evaluation of User Satisfaction with Academic Libraries Services Based on Students' Perspectives
OALib
Evaluation of user satisfaction is a significant determinant of library performance in terms of quality service delivery to ascertain and innovate where the library services need improvement. The main goal of the study is to evaluate user satisfaction of academic library services based on students' perspectives and determine the relationship between user satisfaction and the overall library service quality. The study adopted the survey research method and a user satisfaction questionnaire was developed to solicit data and responses from international students who are users of the Jiangsu University Library. A total of 283 responses were obtained through the simple random sampling technique. The solicited data were analyzed using frequency, percentage, tables, and charts. The results of the study indicate that users are satisfied with both library's support for learning and research, and the library's treatment of users and students rated the overall quality of services provided by the library as good. Pearson correlation analysis and multivariate analysis of variance (oneway MANOVA) were done to measure the relationships and effects between user satisfaction and the overall library service quality and the results show that library users' satisfaction has a positive and significant relationship and effect with the overall library service quality. However, the academic still has to improve its services because a few users are dissatisfied with the library's support for learning and research, and the library's treatment of users. The outcomes of the study will assist academic libraries to formulate effective strategies to ensure better delivery of quality services to the users to enhance their satisfaction, thereby attracting more users. This will also help academic libraries to regularly analyze user's satisfaction and their views on academic library services.
Quality and Utility of Library Services – From the Perception of College Students
Library is an essential aspect of any academic quality. NAAC and UGC has emphasized the need for a quality library with effective services. The 21 st generation technologies have dampened the use of it by the students. However it is imperative for the college to enhance the quality of library to attract students. This paper is an outcome of a study conducted with 60 college youth from UG and PG and form both the gender. This descriptive paper highlights the utilization of the library by the students and their attitude, family reading environment, interest in reading, satisfaction towards the library facilities of the academic library in the college. This paper lists the various recommendations to the colleges to enhance the quality of its library services.