Book Review: Assessing Service Quality: Satisfying The Expectations of Library Customers (original) (raw)
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Customer's perception of service quality in libraries
2004
Abstract: Service quality assesses performance of products and services from customers' perspective. A library has both tangible products and intangible services. Assessing Service quality as management technique is of recent origin and new to Library and Information Science (LIS) professionals. Today, the library customers are open to multiple sources of information and expect quality material within shortest possible time irrespective of the format of information.
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.
Changing the concept and measure of service quality in academic libraries
Journal of Academic Librarianship, 1996
New ways to evaluate libraries are needed. The SERVQUAL is a diagnostic tool to measure service quality, defined as the difference between customer perceptions and expectations of service. This article discusses implications for library management and future explorations of a tool applicable to academic libraries.
A Theory-guided Approach to Library Services Assessment
This article examines the theoretical models applied to date in library assessment activities. A brief review of the history of library assessment practices and the evolution of their respective approaches is presented. A discussion of the theoretical concepts applied to these assessment activities in library and information science (LIS) as introduced from other fields, such as marketing and management information systems (MIS), follows.The conceptual issues and practical concerns in library assessment are then discussed. Focus is placed on the review of research concepts of service quality, customer/user satisfaction, and their applications in library assessment activities.
Service Quality Assessment in Provision of Library Services
Libraries are dynamic organization providing dynamic services to their patrons. However, advances in IT and networking have created a serious competition to libraries from many information service provisioning agents. The purpose of this study is to understand the issue relevant to service quality assessment in libraries and subsequently develop a conceptual model of aligning library quality of service assessment for effective reporting of library value and performance to stakeholders. In this paper, we will focus on the provision of library services and the nature of the relationship and interactions between various components of library services.
Assessment of Service Quality of Libraries in Higher Educations: A Review
2021
This review article compiles literature on library service quality assessment both nationally and internationally, and discusses user perceptions of library service quality in the higher education context, including why library service quality research is necessary, how customer satisfaction and library service quality are linked, and how service quality in higher education is measured using SERVQUAL, LibQUAL+, etc., The gap, according to the research, is primarily due to variances in expected and perceived service quality. While all of the great work can contribute to and be supplemented by an effective planning process, a closer look at the sources of variances might reveal the root causes. In addition, this study could help higher education libraries pinpoint which student segments they can target and then change the variables that worsen poor quality rankings.
Service quality assessment model for academic libraries
Global Knowledge, Memory and Communication, 2021
Purpose-The purpose of this paper is to develop a service quality assessment model for academic libraries using SERVQUAL and validate the model surveying teachers, students and researchers. Design/methodology/approach-A model was developed, including 28 statements of five dimensions using the SERVQUAL instrument. It incorporated three segments, i.e. minimum service expectation, desired service expectation and actual service performance with a seven-point Likert scale. The minimum service expectation and desired service expectation appear at both ends of the tolerance zone, which represents the range of satisfactory service performance. A performance level upper tolerance zone could delight users, or service performance below the tolerance zone would cause dissatisfaction. A survey was conducted among 552 respondents from ten private university libraries of Bangladesh to validate the model. Findings-Several statistical methods like Cronbach's alpha (0.986), Bartlett's test (0.001), rotation sums of squared loadings (74.26) in factor analysis, item loading (0.671-0.839), commonalities (0.579-0.859), Kaiser-Meyer-Olkin value (0.971), construct reliability (0.862-0.910) and AVE value (0.510-0.660) supported reliability and validity of the model. The actual service performance of all dimensions existed within the tolerance zone of the respective dimensions. Besides, the overall service performance (5.11) resided within the tolerance zone (4.73-5.84), indicating the users were satisfied with the service provided by their libraries. Originality/value-The model was developed in the current context of university libraries, which produced appropriate results. It will prompt further research on service quality assessment in academic libraries globally.
Identifying What Services Need to Be Improved by Measuring the Library's Performance *
Malaysian Journal of Library & Information Science, 2007
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 excel...
Service Quality Vs. Customer Satisfaction: Perspectives Of Visitors To A Public University Library
2013
This study proposes a conceptual model and empirically tests the relationships between customers and librarians (i.e. tangibles, responsiveness, assurance, reliability and empathy) with a dependent variable (customer satisfaction) regarding library services. The SERVQUAL instrument was administered to 100 respondents which comprises of staff and students at a public higher learning institution in the Federal Territory of Labuan, Malaysia. They were public university library users. Results revealed that all service quality dimensions tested were significant and influenced customer satisfaction of visitors to a public university library. Assurance is the most important factor that influences customer satisfaction with the services rendered by the librarian. It is imperative for the library management to take note that the top five service attributes that gained greatest attention from library visitors- perspective includes employee willingness to help customers, availability of custom...
UNL Digital Commons, 2024
The purpose of this study is to measure the service quality at the FAST H. U. Beg Library in Islamabad from the perspective of its users. The study also aims to report on the perceptions and expectations of users regarding the library's services. The methodology used was a survey approach, and data was collected from students, teachers, and staff members using a modified SERVQUAL questionnaire. The findings indicate that the library offers high-quality services and that users are satisfied with a range of its service quality qualities. The practical implication of this study is that it will encourage library professionals to evaluate and improve library services in their libraries. The research is limited to the FAST University H.U. Beg Library Islamabad Campus, and the originality and value of the research lie in its usefulness for professionals who would like to examine the strengths, weaknesses, and challenges faced by their library services and improve their quality. The research suggests that SERQUAL can be used to offer a systematic, regular evaluation of university libraries' performance in satisfying user expectations in Pakistan.