Service quality at University of Tehran central library (original) (raw)
Related papers
Service quality of the University of the Punjab's libraries : An exploration of users' perceptions
Performance Measurement and Metrics, 2010
Purpose -The purpose of this paper is to measure service quality of academic libraries of a major university from students' perspectives and to determine libraries' own performance towards meeting users' expectations. Design/methodology/approach -Research settings of the study were University of the Punjab's academic libraries, excluding the main library. A survey method was chosen as a method of investigation and a modified SERVQUAL questionnaire was used to explore users' desired and perceived service levels along a seven-point Likert scale. The sample of the study was selected using stratified random sampling through proportional allocation. Findings -The results revealed that users' expectations were high as compared to their perceptions, and a discrepancy was found between expectations and perceptions of all 22 SERVQUAL statements. The overall service quality and satisfaction of the university's libraries was found to be somewhat good. Users were satisfied with library staff's courteous and caring behavior. However, university librarians desperately need to take remedial actions to improve library staff's competency and physical facilities. Users preferred the "tangibles" dimension more than other dimensions. Originality/value -This study is the first to measure the service quality of the university's academic libraries and is particularly significant for librarians and university administrators who wish to explore the strengths, weaknesses and threats of quality library services. The findings will assist them to review their service policies and take steps to improve service quality of a university's libraries.
International Journal of Decision Sciences, Risk and Management, 2013
Customer satisfaction and service quality policies have been established in recent years in academic libraries' management. However, setting regulations and imposing procedures requires reliable methods to evaluate actions. The Technological Educational Institute (TEI) of Central Macedonia is a university institute committed to provide excellent services to its stakeholders, by developing ongoing dialogue. In order to investigate the library users' habits and assess their satisfaction on provided services, a survey has been conducted. An online questionnaire was developed based on MOPAB's (Total Quality Management Unit of Greek Academic Libraries) guidelines for data collection and was then distributed to library users. Such questionnaires can be a valuable instrument for monitoring user satisfaction on a systemic manner and improving service quality in libraries. Moreover, the questionnaire could be used, after adjustments, as a benchmarking tool for Greek academic libraries. The analysis revealed that even though users do not fully utilise all services, they manifest a high level of satisfaction.
MEASURING SERVICE QUALITY IN GAUHATI UNIVERSITY LIBRARY: A SERVQUAL ANALYSIS
IAEME PUBLICATION, 2020
Information and Communication Technology had made revolutionary changes in all housekeeping activities and services in our library. In the present scenario, libraries have to face crisis of survival to competition from publishers, vendors, online services and internet. Customer satisfaction is the basic goal of any organization. Measuring customer/user satisfaction has become one of the most popular marketing strategies in all service industries, as well as libraries.
User expectation verses user perception of service quality in University libraries: a case study
The library as one of the main service organizations in any University the assessment of service quality through user perspectives is very important. It provides a prompt feedback for libraries to assess and improve their services to users. The aim of this research was to measure the desired service expectations and actual service performance of the users of the University of Colombo Library System. As the initial step, 116 different service quality attributes were identified from previous studies done all around the world. Of these 35 attributes which are most appropriate to the Sri Lankan University Libraries were selected by an expert panel evaluation. The selected attributes were incorporated with the SERVQUAL model and a robust instrument was developed to ascertain the views of library users about service levels. This study was conducted during period of May-June 2008 as a user survey in the University of Colombo library system covering the main library and its two branch libraries, Science Faculty Library and the Medical Faculty Library. A total of 614 questionnaires were received indicating 74% overall response rate. Gap analysis was used to determine the service quality gap between desired service expectations and actual service performance. The most important area expected by users was relevance of information received followed by access to electronic journals and adequate lighting in reading areas. The highest performance area was accuracy of information received followed by feel safe and secure in the library and relevance of information received. Access to online journals showed the largest gap between user expectation and performances. The findings of this study give a good insight to improve user satisfaction providing a better service in identified areas.
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.
Assessment of Service Quality at Central Library of Management and Planning Organization (MPO), Iran
International Journal of Information Science and Management (IJISM) , 2010
This study examines the quality of services at Iran's Central Library of Management and Planning Organization (MPO) from the viewpoint of its users. The research was conducted in two phases: First, the library and its services were compared to the Standards for Special Libraries published by the National Library of Iran (NLI). The library was found to meet most of the standards. Second, the quality of service provided by the library at expected and observed levels was examined from the viewpoint of organizational and non-organizational members using a modified version of the SERVQUAL questionnaire. Findings showed a significant was difference between two (expected and observed) levels, meaning that users' expectations have not been met. The most significant difference related to "appropriate collection of information resources". The results also showed there was no significant difference between organizational and non-organizational users' opinions about the quality of services. Findings also showed that "relevant information services" was the priority of user groups-users emphasized the need for timely and accurate information. There was a correlation between the rate at which the library conformed to the national standards and users' expectations of quality.
The relationship between service quality and customer satisfaction: the example of CJCU library
The present paper, taking Chang Jung Christian University (CJCU) Library as an example, investigates the users' degree of importance and the performance provided by the library. This study explores overall user satisfaction as well. A questionnaire survey is conducted to reveal users' perspectives on service quality. Based on literature, service quality has five dimensions, which are tangibles, responsiveness, reliability, assurance, and empathy. The results indicate that the overall service quality has a significantly positive effect on overall user satisfaction. Among these five dimensions except responsiveness, all of them have a significantly positive effect on overall user satisfaction. In addition, the top five important service quality features ranked by users are: collections, loaning and returning service, overall atmosphere, electronic database system, and online reservation and renewal. Furthermore, the perceived importance of service quality dimensions has no significant difference among institutes and status.
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.
Development of a service quality model for academic libraries
2013
The purpose of this research is to develop a model for the measurement of library service quality. 1629 students studying in different universities and degree awarding institutions responded to a survey. Confirmatory factor analysis developed a valid and reliable service quality measurement scale with 6 dimensions and 30 items. This research contributes to the measurement of service quality by developing a valid and reliable measurement scale in a previously neglected population. The model developed in this research can be used by librarians to measure, control and improve the service quality provided to students. This research also provides a framework for researchers to develop further library service quality scale development studies so that more concrete generalizations can be made.
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...