user s perceptions and expectations of quality library services
Libraries face many challenges due to competitive enviornment from vendors, publishers, mass media, online services and internet.User''s expectations have increased due to advanced information technology and information explosion.In order to meet these challenges libraries need to assess their SQ to know whether they are meeting user?s needs and expectations or not. The purpose of this study was to measure service quality of academic libraries of a major university from students'' perspectives and to determine libraries'' own performance towards meeting users'' expectations. 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.The sample of the study was selected using stratified random sampling through proportional allocation. The results revealed that users'' expectations were high as compared to their perceptions. The overall service quality and satisfaction of the university''s libraries was found to be somewhat good.
The IML Websites are mirror of their collection, services and user-focused gateways to rich, quality content and they play a key role in the learning and research processes. The dynamic library websites and web-based library services will enable the users to be attracting the libraries. Hence, the study undertaken to reflect the need for well organized, dynamically maintained library websites for the study libraries. The most important single aspect of any website is its usability. The website of academic library should reflect users' needs and expectations. The library website content, structure, and design need to reflect with changes in user behaviour, technology, and information resources. Based on the findings, IML Websites in India have not come up to expectations as virtual expressions of the quality level of the academic excellence. There is a lack of information organization in most of the study websites. Hence, it is essential for these libraries to implement internal as well as external and manual and automated periodic evaluation of their websites.
Users' perception of service quality has become an area of considerable interest for library and information services like other service organizations. Though traditionally library quality has been assessed by its collections, sizes, counts of users etc., but it has long been argued that library users must be involved in the evaluation process in order to obtain valid and acceptable results. By evaluating service quality, libraries can identify areas for improvement that are fundamental to their service mission, goals, and objectives. SERVQUAL has now evolved as an effective instrument to assess library service quality worldwide. A study was conducted among top ranked academic libraries in Bangladesh using a modified version of SERVQUAL. Along with the relevant gap differences, users' minimum, expected, and perceived services were calculated. The concept of Zone of Tolerance (ZOT) was applied to see which items of service quality equal, exceed or fall short of their expectation. Finally, the dimensions of service quality were determined through exploratory factor analysis. This book is suitable for anyone concerned with Total Quality Management and Service Research in library.
Background: Patients' perception and their expectations of care are valid indicators of quality nursing care and to improve health services in hospitals require to measure their own performance in order to improve upon current system of service delivery. Well-designed health care delivery system can reduce hospitalization, improve quality of life and provide patient satisfaction. Aim: to assess the patients perceptions toward quality of nursing service provided at Al Noor Specialist Hospital. Subject and methods: A descriptive correlation design was used in the present study. Ninety patients admitted to medical, surgical, burn and obstetric wards, they were selected from Al Noor Specialist Hospital. Tool: Consumer Perception of Service Quality Sheet (SERVQUAL) was used to measure both patient expectation and perception of service quality. It consisted of five dimensions as follows tangibility; (assess the appearance of physical facilities and appearance of nurses), reliability; (assess nurses ability to perform the promised service dependably and accurately), responsiveness; (assess nurses willingness to help patients and provide a prompt service), Assurance.
In virtually any field of endeavour today access to information is a pre-requisite for success. Libraries form the repositories of information with user friendliness as their mission. There is, therefore a need for new ways to evaluate library performance. User satisfaction is an important measure of service quality in libraries. User perceptions about academic libraries seem to have been largely ignored by library management in developing countries. The assessment of service quality from the user perspective provides an important feedback for libraries to assess and improve their services. This book based on a research conducted at the University of Colombo is an attempt to assess the service quality of University libraries from the user perspectives. The book incorporates facts on the theories and applications of service quality models including SERVQUAL, factors affecting service quality, predictors of service quality and the analysis of service quality gaps. The author hopes that the book will help shed light on the important aspect of service quality in academic libraries and prove useful to Librarians, researchers and administrators in the higher education sector.
An intended study to find out the library security and user attitudes of Regent University College of Science and Technology. The major concern was to find out whether there were security problems in the library especially with the use of books and other library material and the users’ attitude towards the use and handling of books. It was also to determine whether rules and regulations of the library were adhered and whether users conform to security measures set for the library. Various terms defined, literature review covered topics as:- library services, library security, courses and problems - book theft, handling, security provision, the user, the librarian and the future of the library. Others are; preventive measures such as housekeeping, stock control and precautions against theft, marks of ownership, guarding against mutilation and vandalism, using alarms to control entry and exits. These topics had subtopics. Questionnaires used to collect data which were analyzed. Frequency distribution tables, simple percentages with bar graphs and pie charts shown. Discussion, summary and recommendations - include quality services provision, user responsibility, caution and sanctions.
The quality of a higher education is gauged on the quality of the library collection and services offered by it. Libraries from time and on are striving to improve their collection and services to fulfill user requirements, by adding many new services as result librarians are putting every effort in utilizing IT related advantages to improve library services. The present study is an attempt for finding out the ways to make use of the available library resources in the best possible manner. This shall greatly help the library professionals in rendering the most valuable resources of the library in an effective and viable manner and helps the user to adjudicate for procure of best and most resourceful as per their need. No software package can meet all the requirements of a given library system. Inevitably, some compromises will be needed in work flows, input, output and report formats. Customization takes lot of time, by doing that, other problems could arise. Therefore, while evaluating the library software it is important to prioritize the requirements and make sure that the chosen software meets most of the high priority requirement.
The present study was conducted to find out the current situation and perceptions of library professionals about marketing of library and information services and products in university libraries of province of Punjab and Capital of Pakistan--Islamabad. The study focused on the attitude of professional staff working in the libraries towards different aspects of marketing especially the “4Ps” i.e. Product, Price, Place and Promotion. The results revealed that most of the university libraries are not implementing marketing techniques. However, few libraries are using some promotional techniques. Moreover, most of the respondents suggested that marketing should be applied in libraries in its true sense. Similarly, the findings showed that the Libraries should also design and maintain quality services and products according to users’ needs and new channels for the delivery of services and products should also be introduced.
Various measurement models have been used to assess quality in library services. In order to assess the attitude of users, libraries have used user satisfaction and service quality surveys which use the Gap measurement model. The LibQUAL+™ instrument which was derived from the Gap theory of service quality and the SERVQUAL instrument are now being widely used. Inadequate funding which leads to inadequate resources in most developing countries contributes to the poor performance of services as observed in Malawi. The book explores how Chancellor College Library which is the largest academic library in Malawi, failed to meet the minimum expectations of service quality of its users in all the three dimensions of service quality: effect of service, library as place and information control.
The main objective of this study is to investigate the use of social networking sites (SNSs) for marketing of academic library services. Specifically the objectives are to: explore the use of SNSs by academic libraries, investigate the perceptions of academic librarians towards marketing of library services through SNSs, and determine the predictors that may influence users’ engagement in the electronic word-of-mouth (eWOM) via SNSs. This study employs the qualitative and quantitative approach. It is conducted sequentially in three phases. First, the priority is to explore the social networking sites (SNSs) used by the academic libraries in Malaysia by means of web analysis of academic library websites and library SNSs pages. The second phase involves structured interviews to investigate the perceptions of academic librarians on the use of SNSs for marketing of academic library services. Finally, the third phase focuses on quantitative method through a survey to determine the predictors that influence user’s engagement in electronic word-of-mouth (eWOM) through SNSs.
Libraries from ancient times exist to serve the information needs of users. Accessibility of information is not a new concept; it exists through decades. Libraries being a service agency serve an important role of providing access to valuable information sources through rendering library services and also supporting research work of academicians in the nation. Libraries are the entities which need constant up gradations to be able to meet the growing expectations of their users. Users are expecting more things from the library along with the books. Accessibility to the required information at a fast rate as well as quick response to the query is the expectation of users.The libraries need to introduce such type of services which should match the expectations of the present users. Therefore for monitoring, meeting, and exceeding the needs of the customers; assessing library services has become essential.Assessing service quality in select Management Institutional Libraries will not only benefit the LIS professionals but also the parent organisations and academic community which are the ultimate beneficiaries of this work.
T.Q.M is based on principles of satisfying user''s needs as well as continuous improvement, teamwork and good leadership. The current rapid technological changes are impacting greatly on modern management approaches. Many library managers are embracing TQM in the hope of improving the quality of the services provided to the users. TQM has proven to be the critical solution to library management since more and more users are becoming conscious of the quality of services that they wish their libraries provide to them. Moreover with newer technological services such as the virtual libraries, the physical libraries ought to improve on service delivery to retain their customers. This publication will be useful to Library and other Information Professionals
Library and information services are vital for quality education. An institute operating these services in an effective manner is most likely to be providing quality education. This book provides comprehensive information about the schools in an industrial city of the Uttarakhand State of India. Intensive industrialization of an area invites rapid increase in population and, consequently, in the number of schools and colleges and also phenomenally affects the education. As an industrial area tends to harbour a rich class, nature of schools also tends to make a shift towards higher incomes from the neo-rich class in an industrial area. These schools also make big claims of imparting best education to allure rich parents. But how much effort do the schools make to strengthen their library and information services, which have direct bearing on the quality of education, remains to be understood. This book attempts to portray the status of the library and information services being operated in a prominent industrial city of India. The unique information assimilated and analyzed in the book is likely to be of critical significance for phenomenal improvement in school education.
The academic & special library websites are mirror of their collection, services and user-focused gateways to rich, quality content and they play a key role in the learning and research processes. The users are more accessible from the library websites than to the physical library itself. In this way, the library websites will become user-focused gateways to rich, quality content and, in doing so; re-establish the campus library’s central role in the learning and research process. This book is an attention to the content and quality of academic & special library websites in Bangalore (India) for verification of valid, reliable, and usefulness of the criteria for evaluation and guiding the librarians with the tips for designing an efficient and user friendly library website.
This book takes a look at public library services research that serves the poor, homeless, unemployed, and other underrepresented customers in a period of global budgetary constraints. Also, this work makes an attempt to determine perceptions, in an objective manner, if library professionals in relation to the needs and desires of the underrepresented customers mentioned above. There are several selected public libraries as well as public service programs that are outlined in the section that dolly in on previous research on the subject. To be sure, the states of New York, Michigan, Virginia, and the District of Columbia as well as Leeds, England have be focused a considerable amount of attention on library services geared for these underserved customers, such as early intervention reading and literacy programs for children of diverse backgrounds as well as their parents and caregivers. In addition, there have been public library initiatives to provide vocational services for the underserved such as workshops, institutes, materials, and information about career opportunities and free training. However, the Commonwealth of Virginia lags behind in offering these special programs.
In recent years, marketing has earned magnetism in libraries and information centers throughout the world. Self-support policies, increasing competitiveness in the marketplace, increasing users’ expectations and widening access to information are some of the high-flying causes for this trend. To survive in such an environment, LIS Professionals must identify their users' needs in an effectual manner. The user is at the centre of every library’s activity. Pleasing the customers is the primary concern in the marketing process. Users will only come back for acquiring more services if they are satisfied; if they are not, they will find a different resource. Embedded librarians need to have adequate understanding of prospective users to create superior value for them. Library Marketing is concerned with encouraging users to avail library’s resources and make the maximum usage of libraries to quench their reading thirst. Library Marketing updates users about existing resources and services. Library Marketing is in actuality entirely about users and communication. Librarians may not facilitate their clients without considering political, economic, social and technological trends.