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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.

1886

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

Keywords

Article
Publication date: 19 July 2013

Alireza Isfandyari‐Moghaddam, Maryam Sedehi, Mozhdeh Dehghani, Leila Nemati‐Anaraki and Elaheh Hasanzadeh‐Dizaji

The purpose of this paper is to compare the attitude of the managers of libraries located at Iran, Tehran and Shahid Beheshti Medical Sciences Universities' training hospitals, on…

Abstract

Purpose

The purpose of this paper is to compare the attitude of the managers of libraries located at Iran, Tehran and Shahid Beheshti Medical Sciences Universities' training hospitals, on the status of information technology (IT) in the mentioned libraries.

Design/methodology/approach

This study employed a researcher‐made questionnaire. The managers of 40 hospital libraries of Iran, Tehran and Shahid Beheshti Universities formed the population of the research. To analyze the collected data, the statistical software SPSS (version 17) was used.

Findings

Results showed that 12.5 per cent of Tehran, 15.6 per cent of Iran and 25 per cent of Shahid Beheshti Universities library managers agreed, to a very large extent, on the application and development of IT and its tools and 93.7 per cent of the managers from all three hospital libraries deemed the application of IT most necessary. The managers believed that the greatest advantage of IT is concerned with the reduction of human efforts (59.4 per cent), and 100 per cent of the managers acknowledged the need for further promotion of their skills in a wide variety of IT issues. In total, 16.1 per cent at Tehran, 12.9 per cent at Iran and 29 per cent at Shahid Beheshti University considerably approved of formal education for the promotion of their librarians' skills.

Originality/value

This study is a step towards acknowledging the contribution, status, and value of hospital libraries to the health sector by the library managers in theory and practice, in the shadow of considering their librarians as network experts, information media and system designers, and technology experts.

Content available
Article
Publication date: 12 April 2013

Steve Thornton

99

Abstract

Details

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

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