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Article
Publication date: 27 March 2007

Ashok Kumar Sahu

The aim of this study is to measure the perceptions of the Jawaharlal Nehru University (JNU) library users as they relate to quality service and to determine how far the…

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4920

Abstract

Purpose

The aim of this study is to measure the perceptions of the Jawaharlal Nehru University (JNU) library users as they relate to quality service and to determine how far the JNU library has succeeded in delivering such service to its users.

Design/methodology/approach

The research was carried out among the students and faculty members of the JNU. A questionnaire was used as the data gathering instrument. The instruments for data collection consisted of structured questions. All the closed ended questions were designed to elicit responses on a five point Likert scale to measure both respondent satisfaction and perception of service quality. Analysis of the collected data made use of the chi‐square method.

Findings

The results would appear to indicate that the JNU library is not lacking in quality of service. However, we need to note that quality information service is about helping users to define and satisfy their information needs, building their confidence in using information retrieval systems, and making the whole activity of working with library staff a pleasurable experience. To achieve total quality in information service the JNU library should provide a comprehensive information programme that is predicated on the needs and activities of the users.

Originality/value

This study may help those libraries, who are seriously interested to develop user satisfaction and provide better service to the user. This study also suggests some recommendations about increasing the user satisfaction in the library service.

Details

Library Review, vol. 56 no. 3
Type: Research Article
ISSN: 0024-2535

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Article
Publication date: 17 February 2012

S. Pedramnia, P. Modiramani and V. Ghavami Ghanbarabadi

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…

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2654

Abstract

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.

Details

Library Management, vol. 33 no. 3
Type: Research Article
ISSN: 0143-5124

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Article
Publication date: 1 October 2005

Jennifer Rowley

Public sector policymakers have been preoccupied with quality, performance and impact initiatives, which constrain and define the strategic and operational objectives of…

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2318

Abstract

Purpose

Public sector policymakers have been preoccupied with quality, performance and impact initiatives, which constrain and define the strategic and operational objectives of public sector bodies. This theoretical article aims to review the quality, performance management and impact assessment regimes that currently impact on public and academic libraries in the UK, and to explore the challenges for managers in finding their path through this quality maze. Much of the literature focuses on individual initiatives, with little reference to the wider quality management context. Also seeks to urge consideration of the cumulative impact of such initiatives, with their different notions of quality, on public sector organisations and their quality management processes.

Design/methodology/approach

The article is an opinion piece that offers some conceptual frameworks, based on an analysis of literature, practice and web sites gathered over many years' investigation and observation. The tension between externally‐focused quality assurance and internally‐focused quality enhancement is taken as a point of departure. A further source of complexity is the quality management agendas that impact on library and information services from different levels in the organisation, otherwise described as the quality hierarchy.

Findings

A review of the approaches to collecting customer evaluations of service quality, enhancing quality and performance, and the accreditation of quality and performance illustrates the complexity associated with accommodating agendas arising from different contexts, and the competing notions of quality that are embedded in these different approaches.

Practical implications

The range of different influences on quality management, the sheer complexity and dynamism of the landscape and the management challenges associated with maintaining an appropriate quality management regime for any specific information service, are key messages that emerge from this review. Information managers in different posts experience the quality maze differently. Further research and reflection on practice are necessary.

Originality/value

This paper provides useful information for those managers trying to implement quality, performance and impact assessment regimes.

Details

Library Management, vol. 26 no. 8/9
Type: Research Article
ISSN: 0143-5124

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Article
Publication date: 1 November 1998

Zaiton Osman, Carole Ann Goon and Wan Hajrah Wan Aris

Reports on research undertaken because the Malaysian delegation to an ASEAN‐COCI seminar felt there was a need to understand what is meant by “Quality” from the…

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3532

Abstract

Reports on research undertaken because the Malaysian delegation to an ASEAN‐COCI seminar felt there was a need to understand what is meant by “Quality” from the librarian’s perspective. A survey was undertaken to obtain feedback from librarians. Questionnaires were sent to all (10) university librarians, all (13) state public libraries and six selected special libraries. The response rate was 100 per cent from university libraries, 77 per cent from public libraries and 100 per cent from special libraries. An analysis of the responses provided insights into what quality means to librarians, the policy infrastructure available, the obstacles faced by librarians in the implementation of quality measures and the strategies they employ to ensure quality services. It also provided an insight into their future plans.

Details

Library Management, vol. 19 no. 7
Type: Research Article
ISSN: 0143-5124

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Article
Publication date: 1 April 2006

Kiran Kaur, Pauziaah Mohamad and Sossamma George

This paper aims to describe the steps in attaining the ISO 9001:2000 quality management system certification at the University of Malaya Library.

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4315

Abstract

Purpose

This paper aims to describe the steps in attaining the ISO 9001:2000 quality management system certification at the University of Malaya Library.

Design/methodology/approach

This article includes description of the planning, implementation and maintenance of the quality management system by the library, along with continual improvement efforts to provide quality service to the library clientele.

Findings

Finds that the move towards a quality management system within quality standard requirements, such as the MS ISO 9001:2000 proved challenging to obtaining the management commitment and the reorganization of services. Customer feedback becomes the focus of on‐going planning to fulfill customer requirements. A quality management system has brought about informed decision making and increased customer satisfaction.

Research limitations/implications

The study is limited to only four university libraries, thus generalization to Malaysian academic libraries is premature at this stage.

Practical implications

This paper will be helpful to libraries planning to implement a quality management system to improve its quality service and increase customer satisfaction.

Originality/value

This paper will be helpful to libraries planning to implement a quality management system to improve its quality service and increase customer satisfaction. As libraries strive to provide quality services to their clients, it is important that their quality standards be accepted globally, therefore the implementation of a quality management system based on ISO 9001:2000 may be helpful in providing clear guidelines on measuring performance.

Details

Library Management, vol. 27 no. 4/5
Type: Research Article
ISSN: 0143-5124

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Article
Publication date: 1 November 2000

Renfang Wang, Jianming Wu and Jianzhong Wu

Describes the planning and implementation of a quality service programme in Shanghai’s prestigious new public library. This is part of a city‐wide initiative to develop…

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829

Abstract

Describes the planning and implementation of a quality service programme in Shanghai’s prestigious new public library. This is part of a city‐wide initiative to develop quality service in organisations in the private and public sectors. The organisation and administration of the library’s programme is described, including the involvement of library staff at all levels, the development of service norms, and the ways by which the staff were encouraged to deliver quality service. The experience was transferred to other librarians. The outcomes of the programme are described.

Details

Library Management, vol. 21 no. 8
Type: Research Article
ISSN: 0143-5124

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Article
Publication date: 12 April 2013

Narges Neshat and Mozhdeh Dehghani

The purpose of this paper is to measure service quality in a national library from users’ views, based on gap analysis model by using the LibQUAL+™ tools.

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1745

Abstract

Purpose

The purpose of this paper is to measure service quality in a national library from users’ views, based on gap analysis model by using the LibQUAL+™ tools.

Design/methodology/approach

The study was done using a LibQUAL+™ survey. In this research, service quality has survived in three dimensions: Affect of Service, Information Control, and Library as Place in three levels – “minimum”, “perceived levels of services” and “desired level”. Statistical population of this research included all users (female and male) who use different parts of the National Library of Iran (NLAI) in the year 2010. Due to the high volume of population and time & budget restrictions, 332 people formed the sample size.

Findings

Findings showed that from users’ views, librarians could not meet minimum users’ expectations except in some cases. Library resource quality in perceived level of service is less than their expectations minimum. In other words, library resources could not meet minimum expectation and there are more gaps until desired level. Library as Place dimension has more quality than the two other dimensions, but NLAI place quality in perceived level is less than users’ expectation minimum. Of course there is a little gap with perceived level in this dimension.

Practical implications

The similarity in some results of LibQUAL+™ in academic libraries and national library implies that perhaps LibQUAL+™ tool is applicable for measuring library services in different type of libraries.

Originality/value

Using the LibQUAL+™ Survey has helped the national library in Iran to better serve its main user groups and showed that the translated and domesticated version of LibQUAL+™ can be reliably implemented in different type of libraries.

Details

Performance Measurement and Metrics, vol. 14 no. 1
Type: Research Article
ISSN: 1467-8047

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Book part
Publication date: 26 August 2020

Sanghamitra Dalbehera

Due to the development of Information and Communication Technologies, the scenario has changed in modern library services such as access to electronic or digital…

Abstract

Due to the development of Information and Communication Technologies, the scenario has changed in modern library services such as access to electronic or digital collections, web portals, personalized services, online library instruction, e-reference service, online document delivery, helpdesk services and electronic publishing. Today many university libraries in India offer electronic information resources to their users in order to satisfy their information needs. Managing the development and delivery of electronic library services is one of the major challenges for these libraries. The University libraries in Odisha state which is situated at the eastern part of India gradually transformed their traditional library services to e-services. Thus, it is important to understand and conceptualize library service quality in the web-based service environment and how it can be accessed. In this chapter, E-S-QUAL model is adopted to identify the criteria to assess the service quality of library website of Siksha ‘O’ Anusandhan (SOA) University located in Bhubaneswar city of Odisha from the research scholars’ viewpoints. The purpose of this study is to investigate the effects of E-S-QUAL dimensions such as efficiency, system availability, fulfillment and privacy on user’s perceived value, e-service quality and e-loyalty that influence the digital library services. With an empirical data set including 350 valid questionnaires collected through online survey from the research scholars of SOA community, the result provides a foundation for better understanding research scholars’ perceptions on e-service quality for libraries. This information is also useful to universities’ libraries website designers and service providers and in the management of web-based services.

Details

International Perspectives on Improving Student Engagement: Advances in Library Practices in Higher Education
Type: Book
ISBN: 978-1-83909-453-8

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Article
Publication date: 12 January 2015

Waqar Ahmed, Muhammad Shahid Soroya and Ghulam Fareed Malik

The purpose of this paper is to study of services of front desk staff using SERVQUAL aims to measure the perception and expectations of the library users. The librarians…

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1434

Abstract

Purpose

The purpose of this paper is to study of services of front desk staff using SERVQUAL aims to measure the perception and expectations of the library users. The librarians, keeping in view the expectations will get an idea that how much the services should be improved while the users will have an idea that what they want, and what are they provided with. In additions, the difference between the perception and expectations of the male library users and female library users is explored to give an idea to the librarians that what dimension of the services they need to explore.

Design/methodology/approach

Quantitative research method was used to conduct this study. The SERVQUAL instrument was used to measure the levels of perception and expectation through a structured questionnaire at the five points Likert scale. The tool was used with the permission of the author Berry et al. (1985). All the libraries of affiliated medical college with the University of Health Sciences were the population for this study. Through random sampling technique, 20 questionnaires per medical colleges were filled by the students of medical colleges. In total, 202 questionnaires returned and were analyzed after data entry in Statistical Package for Social Science version 19.

Findings

Mean of the total respondents indicate that the improvement in all the five dimensions of the service quality is required as the expectations found to be higher in all the five dimensions as compared to the perceptions. Perceived values are higher among female library users, so the library front desk staff requires increasing the perceived values of male users through improving their services to male library users. While comparing the expectations between male and female users, the results indicate that male library users want more responsiveness and reliability from the staff.

Research limitations/implications

This study measures the perceptions and expectations of the student library users of the medical college affiliated with University of Health Sciences, Lahore. Only main libraries excluding the small departmental libraries are included in this study. This study can be generalized in other private medical colleges as well as other researchers can study further in their own environment.

Practical implications

The results indicate that the expectations are higher. Keeping in view, the librarians will work to meet the expectations of the users. The expectation of the female users are higher in tangibility and empathy dimensions, while the male users expect more in reliability, responsiveness and assurance dimensions. In short, all the results showed that the expectations were higher than the perceptions. Keeping this study in view, the librarians can improve their weak areas of front desk staff services to meet the expectations of the users.

Originality/value

It is the first study of its type to measure the service quality of front desk staff. The service quality of front desk staff is never been measured in medical colleges using SERVQUAL in Lahore. The results of this study provide the guidelines to satisfy library users. The difference between the perception and expectations provides librarians and library managers with a road map to develop the service quality of front desk staff to meet the expectation level of the user’s for their satisfaction. This study can be generalized to the medical colleges other than Lahore.

Details

Library Management, vol. 36 no. 1/2
Type: Research Article
ISSN: 0143-5124

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Article
Publication date: 2 February 2021

Dharmendra Trivedi, Atul Bhatt, Mayank Trivedi and Pankajray Vinodchandra Patel

This empirical study aims to measure the performance of electronic service quality and related infrastructure in a state university library and suggests the strategies for…

Abstract

Purpose

This empirical study aims to measure the performance of electronic service quality and related infrastructure in a state university library and suggests the strategies for further improvement based on this study.

Design/methodology/approach

The data collection was done through a survey questionnaire based on the 22 attributes of four e-Service quality dimensions rated on five-point Likert scale. The sample population consisted of 239 respondents comprising of different categories of users of university library.

Findings

The results of this study indicated that all four dimensions rated by the users fell between mean score 3 to 4 (good), the highest score was received in dimension online public access catalogue (OPAC) and internet service with followed by Library website, Library electronic equipment’s and e-User education. Out of total 22 e-Service quality attributes, none of the attributes received score above 4 (excellent), which indicates that still university library need to improve the current performance of e-Service quality and to take remedial steps to enhance the existing e-services and infrastructure.

Practical implications

Findings from this study could assist university library authority to sustain and enhance performance of e-Services that could achieve the core journey of the modern university libraries.

Originality/value

This study was the first endeavour for measurement of the performance of e-Service quality and related infrastructure of federal university libraries in India.

Details

Digital Library Perspectives, vol. 37 no. 4
Type: Research Article
ISSN: 2059-5816

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