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1 – 10 of 18Murtaza Ashiq, Shafiq Ur Rehman, Dilnaz Muneeb and Shakil Ahmad
This study aims to examine the publishing and citation trends on library service quality (LSQ) in the past five decades (1972–2020). Additionally, this bibliometric study…
Abstract
Purpose
This study aims to examine the publishing and citation trends on library service quality (LSQ) in the past five decades (1972–2020). Additionally, this bibliometric study investigates the top authors, countries, organizations, journals, nature of collaboration, highly cited articles and LSQ sub-areas.
Design/methodology/approach
Bibliometric analysis has been used to extract data from the Scopus and Web of Science (WOS) databases. A comprehensive search strategy was devised to extract relevant data from both data sources. Finally, 341 Scopus and 212 WOS records were selected. Data analysis has been performed using VOS viewer software, Biblioshiny, Cite Space and Excel.
Findings
It was found that a total of 443 items were published in Scopus (n = 341) and WOS (n = 212) during this period. The largest number of studies were published in the year 2019 (n = 29), and the USA was found to be the most productive country, with the most productive organizations, authors and author collaborations. The Texas A&M University in Texas, USA, had the top three most productive authors (Cook C, Thompson B and Heath F) and was the most productive organization. The Performance Measurement and Metrics Journal is on the top of the list. The single author was the prevailing authorship pattern, followed by the two-authors pattern. The most collaborating countries were identified as the UK, Japan, Spain and Bangladesh. The keyword analysis informed that the published literature on LSQ mainly concentrated on academic libraries, Therefore, there is a need further to examine other types of libraries including public, national, special libraries.
Originality/value
To the best of the knowledge, this seems to be the first comprehensive bibliometric study that combined productivity and citations, citation impact to present a holistic picture of the LSQ literature.
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Khalid Mahmood, Shafiq Ur Rehman and Murtaza Ashiq
This research study is conducted to thoroughly investigate the users' expectations for excellent library service quality (LSQ) from college libraries. It will also identify…
Abstract
Purpose
This research study is conducted to thoroughly investigate the users' expectations for excellent library service quality (LSQ) from college libraries. It will also identify whether there is any difference in the desired library service quality among different type of users, gender and academic discipline.
Design/methodology/approach
A survey method was used, and the data were collected from 998 respondents, which included faculty members, masters, bachelor's and intermediate students. In order to conduct the study, LibQUAL + instrument were adapted.
Findings
The results demonstrated that the users expected a higher level of services from the college libraries of Pakistan. The highest desired expectation of the users were related to “library as a place (LP)” dimension, while the lowest expectation was with regards to the “information control (IC)” dimension. The results indicated a significant difference among the various types of users and academic disciplines regarding their expectations with library services.
Practical implications
The appointment of college librarians against nearly 500 vacant posts would significantly improve the LSQ in these libraries. The result of the study would indeed be useful for the college administration, librarians the Government of the Punjab and the Punjab Higher Education Commission (HEC) for future planning, improvement of services and allocation of resources.
Originality/value
This study is the first in-depth effort into investigating the LSQ of the college libraries of the Punjab, Pakistan. This study will be helpful to understand the LSQ from developing countries’ perspective.
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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.
Abstract
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.
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The Kirton Adaption‐Innovation Inventory and the Learning Styles Questionnaire were used as part of a wider investigation, reported in an earlier paper, to explore the influence…
Abstract
The Kirton Adaption‐Innovation Inventory and the Learning Styles Questionnaire were used as part of a wider investigation, reported in an earlier paper, to explore the influence of personality, discipline and organisational structure on the information behaviour of biochemists, entomologists and statisticians working at an agricultural research station (n = 67). Results from the psychometric tests were assessed in terms of the groups obtained from a cluster analysis. Groups identified by the KAI as Innovators and by the LSQ as Activists sought information more widely, more enthusiastically and from more diverse sources than other groups. Groups identified as Adaptors by the KAI and Reflectors by the LSQ, were more controlled, methodical and systematic in their information behaviour.
Uma Maheswari Devi Parmata and Surya Prakash Chetla
The purpose of this paper is to develop a scale for the measurement of service quality at the manufacturer–doctor interface of the pharmaceutical supply chain and to study the…
Abstract
Purpose
The purpose of this paper is to develop a scale for the measurement of service quality at the manufacturer–doctor interface of the pharmaceutical supply chain and to study the impact of service quality on doctor’s satisfaction and doctor’s prescribing behavior. Doctors from two major states of South India were selected for the study. A doctor perceived service quality scale with three dimensions having eight items was developed through confirmatory factor analysis (CFA) in the pharmaceutical context. Structural equation modeling (SEM) technique was used to show the relationship between service quality, satisfaction and prescribing behavior. The critical factors of service quality were identified, and a model was developed showing the relationship between service quality, doctor’s satisfaction and doctor’s prescribing behavior which has not been explored in any research. This model will be helpful in further development of new concepts and for analyzing the reasons for the failure of doctors in providing quality service.
Design/methodology/approach
A total of 200 doctors from three major cities of South India were selected. A doctor perceived service quality scale with three dimensions having eight items was developed through CFA using Parasuraman Service quality scale (Parasuraman, 1985, 1986, 1988) as the basis in the pharmaceutical context after focus group discussions with company experts, retailers, doctors and academicians. SEM technique was used to examine the impact of service quality on doctor’s satisfaction and prescribing behavior.
Findings
There is no universal set of dimensions and items that determine service quality in manufacturing industries, especially at the manufacturer–doctor interface of the pharmaceutical supply chain though service quality plays a very important role in affecting the performance of manufacturing industries. The critical factors affecting the quality of service for a pharmaceutical company at the manufacturer–doctor interface of the supply chain were identified, and its impact on doctor’s satisfaction and their prescribing behavior were studied.
Research limitations/implications
This research contributes to the development of service quality scale for measuring service quality in pharmaceutical manufacturing company, especially with reference to manufacturer–doctor interface of the supply chain which was not thoroughly explored earlier. A model was developed showing the positive relationship between service quality and doctor’s satisfaction and doctor’s prescribing behavior in pharmaceutical supply chain which is a new concept not proved experimentally.
Practical implications
The study is very useful for the pharmaceutical manufacturing companies to identify the service quality factors affecting doctor’s satisfaction and their prescribing behavior thereby leading to development of new measures for improving the performance of the pharmaceutical supply chain. This study can lead to identification of problems involved in pharmaceutical supply chain and also leads to generation of new ideas and development of new concepts for influencing doctor’s satisfaction and doctor’s prescribing behavior which in turn can help in providing better health.
Social implications
This study actually has a direct impact on the society. If factors affecting doctor’s satisfaction and prescribing behavior are identified automatically, the end consumer, i.e. patient, can be satisfied in a better way, and better medical care can be provided. If doctor’s problems are identified, then better solutions can be provided to patients; this in turn has a lot of positive impact on the pharmaceutical company and society in general.
Originality/value
This research will act as a base for generating ideas relating to how quality service provided by a company will have an impact on doctor’s satisfaction and his prescribing behavior in pharmaceutical supply chain .To the best of the authors’ knowledge, this study is the first of its kind of the conceptual aspects of service quality, satisfaction and loyalty explained in terms of pharmaceutical supply chain as service quality, doctor’s satisfaction and doctor’s prescribing behavior and proved experimentally.
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Semi‐structured, in‐depth interviews were used to explore the influence of personality, discipline and organisational structure on the information behaviour of biochemists…
Abstract
Semi‐structured, in‐depth interviews were used to explore the influence of personality, discipline and organisational structure on the information behaviour of biochemists, entomologists and statisticians working at an agricultural research station (n = 67). Cluster analysis was used to reveal groupings in the data. Library and document‐based activities did not differentiate individuals. Computer use, both for scientific work and information handling, and the degree of enthusiasm displayed for actively seeking information divided the population. Discipline, work role and time spent in the subject field and organisation were the most important determinants of information behaviour. There were some indications of male/female differences in information behaviour. A comparison of the groups obtained from the cluster analysis with a subjective classification showed the former to be more robust in later analysis.
Allan Bunch, Edwin Fleming and Wilfred Ashworth
SINCE all the efforts to halt and reduce unemployment have so far signally failed, I would not have been surprised to find a group calling itself Church Action with the Unemployed…
Abstract
SINCE all the efforts to halt and reduce unemployment have so far signally failed, I would not have been surprised to find a group calling itself Church Action with the Unemployed recommending prayer. But, in fact the kind of help on offer is of a more practical kind, consisting of a series of attractively produced leaflets which ‘contain the most comprehensive description yet published by any organisation about the range of initiatives possible at local level’. Although written from a ‘church angle’, the leaflets also have a universal practical application. Titles include Coping with unemployment, Creating new jobs, Mutual help groups and resource centres, Opportunities for young people, and a list of Contact persons at local level. These contact persons, mostly industrial chaplains, have several years' experience of working with unemployment initiatives and are available for advice, giving talks, etc. CAWTU has also published a book called Action on unemployment: 100 projects with unemployed people which offers essential practical information on working with the Manpower Services Commission, establishing a centre, working with volunteers, fund raising and promoting small business co‐operatives. It incorporates comments and advice from those actually involved in projects. CAWTU is an interdenominational organisation whose objective is to educate church congregations, voluntary organisations and unemployed people about actions which can be undertaken at local level. Copies of the leaflets are free and the book is available at £2.95 (less 10% for libraries) from CAWTU, 146 Queen Victoria Street, London EC4V 4BY. They suggest that the leaflets are displayed ‘in your Local Reference rather than “Religious” section’!
Chonlada Sajjanit and Nopadol Rompho
The purpose of this paper is to conceptualise customer-oriented product returns service (COPRS) performance, and develop and validate its measure.
Abstract
Purpose
The purpose of this paper is to conceptualise customer-oriented product returns service (COPRS) performance, and develop and validate its measure.
Design/methodology/approach
This study uses qualitative consumer interviews and a quantitative survey to conceptualise, operationalise and validate the measure of COPRS performance.
Findings
The findings indicate 12 components with 46 measurable items for COPRS performance, including assurance, compensation, convenience, empathy, employee empowerment, explanation, feedback, information availability, reliability, responsiveness, tangibles and timeliness.
Research limitations/implications
The measure could facilitate future empirical studies in the product returns service area. Future research could apply the COPRS performance measure across industries or in different settings such as cross-cultural or other retailing contexts.
Practical implications
Managers could evaluate their existing returns service performance in different key aspects based on the COPRS performance metrics and then improve their returns offerings accordingly. It also alerts practitioners to pay more attention to functional integration in designing returns service strategies to enhance customer satisfaction.
Originality/value
The study is one of the first to develop a new measure that substantiates the notion of an integrated marketing and reverse logistics interface, which is an underrepresented body of knowledge in the marketing and operations management disciplines.
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Silvia Méndez-Govea, Celia Mireles-Cárdenas and Javier Tarango
This paper aims to confirm the importance of developing knowledge, skills and attitudes in the permanent use of digital scientific information, which complements the training of…
Abstract
Purpose
This paper aims to confirm the importance of developing knowledge, skills and attitudes in the permanent use of digital scientific information, which complements the training of professionals in the biomedical and health areas, considering that this type of user communities require up-to-date and truthful information for future decision-making which will directly affect the health of patients.
Design/methodology/approach
The study started from the elaboration of a diagnosis on learning styles in a student community at the undergraduate level in the area of biomedical and health sciences of the Autonomous University of San Luis Potosí (Mexico) (UASLP), through the application of the Honey-Alonso Learning Styles questionnaire (CHAEA), and by using such results it was possible to derive learning strategies for the achievement of digital information competencies that were effective in practice.
Findings
According to the diagnostic results, the learning styles with the greatest presence in students in the area of Biomedical and Health Sciences were identified and from this, precise didactic strategies were derived to enhance information skills in the use of digital sources. For this case, the Big6 Model was used and its implementation was combined (face-to-face and virtual) in the academic community studied, integrating an information skills development program in the digital library of the Center for Information in Biomedical Sciences (CICBI) from the university itself.
Originality/value
A practical experience is presented, which also offered concrete solutions, based on particular characteristics of the users. There is a low presence of studies of digital libraries’ users that consider aspects related to learning styles, especially applied from the perspective of information sciences and the digital library.
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