Expectations Of Library Users Research Articles

The quality management system in libraries’ activities

Active expansion of methods for searching, collecting, processing, storing and providing information, as well as emergence of competitors for libraries, gave rise to the problem of the quality of services provided. To raise the quality of services, it is necessary to form the institutions’ own quality management system (QMS), based on the ISO 9000 series standards.The article considers the main data of a number of libraries of the Russian Federation on the QMS implementation and development. The emphasis is made on the fact that implementation of the quality management system guarantees meeting the requirements and expectations of library users, and hence the implementation of one of the principles of the ISO 9001 standard - customer orientation. The quality management system gives confidence to the management and staff of the library, as well as to consumers in the provision and expectation of products and services that fully meet the requirements of the ISO 9001 quality standard.It is emphasized that the QMS implementation is impossible without the library staff participation. It is important to share responsibilities among the library staff, to create a working group led by a senior management representative, to study customer requirements for the library’s products and services, and prepare and document the organization’s quality management system’ procedures. Continuous perfection of the library’s quality management system contributes to the improvement of the entire organization management activities.The object of this article is to substantiate theoretically the importance of using the quality management system in modern libraries. In accordance with it, the following general scientific methods were applied: system analysis as the main method, content analysis of scientific articles and GOSTs of the 9000 series in the field of quality, terminological analysis.

The management and the usage of electronic resources in academic libraries: A bi-directional relationship

Electronic resources (ERs) in academic libraries have become a global phenomenon due to technological developments, and these resources are changing the expectations of library users as well as the nature of the work of librarians. Although there is an extensive body of literature on the management and usage of ERs in academic institutions, few researchers have taken a holistic view by studying both concepts in a single study to reveal how they are related. Previous studies have investigated only the management or usage of ERs as separate concepts. This study investigates the management and usage of ERs in academic libraries in Ghana to explore the connection between the two concepts. The aim is to provide better recommendations for practice. This research applied a mixed methods design. Twenty-four library staff and three library consortium executives were interviewed. Faculty members and postgraduate students from four institutions were surveyed. Our findings show the various ways in which the management and usage of ERs have an influence on each other. These were mainly in the areas of selection, access provision, publicity, training, evaluation, and usage of ERs. The importance of appropriate and adequate resourcing, the marketing and demonstration of the value of ERs, training and usage evaluation are discussed.

Open Source Automation Software: Stirring Automated to Integrated Library System

The explosion of the World Wide Web; dynamic nature of information technologies, such as open source; the increase in electronic resources; and the rising expectations of library users have contributed to the changing nature of the Automated Library System (ALS) since its inception in the 1970s. These changes are reflected in the conceptual differences between the ALS and the Integrated Library System (ILS). The ALS is identified as simply a database to house and retrieve a library’s holdings while ILS is identified as robust clusters of systems involving every process and module related to library operations. This article presents a review on the evolving features of some commonly adopted Open-Source ILS Software (Koha, NewGenLib, Evergreen, PMB and OpenBiblio) which had stirred ALS to ILS, as well as justifications and barriers to the use of open source software in academic libraries.
 Keywords: Automation, integrated library system, library, software

PENGARUH KUALITAS PELAYANAN DAN FASILITAS PERPUSTAKAAN SEBAGAI PREDIKTOR TERHADAP KEPUASAN CIVITAS AKADEMIKA FAKULTAS EKONOMI UNIVERSITAS TARUMANAGARA DI JAKARTA

In the implementation of the college must be equipped with facilities to support the success of the goal of a college program. One of the facilities to support the success of a university is the provision of a library. The aim of the study was to determine the effectof the services, facilities and library facilities to the satisfaction of visitors to the library. The research method used is non-probability sampling is judgmental sampling is a form of convenience sampling where the population elements are selected based on investigator assessment. The population in this study is the entire academic community untar, while the sample is the economics faculty of the academic community who've been / borrow at the library. While the analysis that will be used multiple regression method . In accordance with the high college library functions required to provide quality services and facilities to meet the needs and expectations of library users. The library as an institution service providers are expected to meet users' satisfaction with the provision of various information resources and providing quality service and complete facilities.

Service quality of library front desk staff in medical colleges of Lahore

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.

SERVQUAL to measure perceptions and expectations of library users: a case study of a public university library of Pakistan

The study aims to determine the gap between perceived and expected service quality of COMSATS Institute of Information Technology (CIIT) library. Data were obtained from faculty members, graduate students and undergraduate students of Business Administration about the service quality of CIIT library. A final sample of 281 respondents was used for data analysis. The obtained data were analysed by comparing mean and standard deviation of perceived and expected service quality. Gap analysis of expected and perceived service quality was also conducted and ANOVA test was used to observe the significant mean differences of expectations and perceptions among faculty members, graduate and undergraduate students. Findings of this survey reveal a disparity between the expectations and perceptions of respondents and thus require that the library should enhance its services, especially staff oriented. The results will be beneficial and act as guidelines for the library management in identifying their strengths and weaknesses.

Changing Nature of Competencies in Librarianship and the Role of Library and Information Science Schools

Libraries and information centers are dynamic institutions established with the purpose of disseminating information to the users of information. Libraries as institutions are witnessing transformation due to the developments occurring in the information landscape. Libraries have travelled a long journey from traditional libraries to the modern digital and virtual libraries. Nature of activities performed by library and information professionals in the traditional libraries also got changed with the passage of time. In order to perform activities in the libraries in an effective and efficient manner, library and information science professionals need competencies in terms of skills, knowledge, etc., related to the activities to be performed in libraries. Information technology has changed the way librarians perform their work and the expectations of library users. Thus with the transition of libraries from traditional to digital, nature of competencies has changed. Present paper highlights the changing nature of LIS competencies. Role of library and information science schools is also discussed in nurturing these competencies among the LIS professionals for producing competent manpower essential for managing libraries and information centers in the digital information environment.

A Comparative Study of Faculty Members' Expectations of Academic Library Services in Three Universities in Ogun State, Nigeria

This study assessed the library services provided in federal, state and private universities in Ogun State, Nigeria. The study adopted a descriptive survey design. Questionnaire was the tool used for data collection. The study population consisted of 110 respondents from University of Agriculture (UNAAB), Abeokuta, 287 respondents from Tai Solarin University of Education (TASUED), Ijebu-Ode and 215 respondents from Redeemer’s University (RUN), Mowe, given a total of 612 respondents from the three selected universities in Ogun State, Nigeria. Purposive sampling was used to select the universities and the respondents. A total of 612 questionnaires were administered on all the respondents and 403 questionnaires were retrieved and analyzed given a response rate of 70%. A descriptive statistical method was used to analyze the data displayed in tables and percentage while hypotheses formulated was tested using the Kruskal-Wallis analysis and Chi-Square. A pre-test of 65 questionnaires were first administered and analyzed to estimate reliability co-efficient. The instrument yielded reliability co-efficient of 0.866%. We therefore concluded that the instrument was reliable. Finding from the study shows that electronic information resources services, internet services and circulation services were the services fully provided and utilized by the respondents, as displayed on Table 3; while CD ROM services, online public access catalogue (OPAC), user education, selective dissemination of information (SDI) and current awareness were the services moderately provided. It was also evident from this research that reprographic services, abstracting and indexing and literature search services were the least provided as shown on Table 3. The result of the formulated hypotheses shows there was significant difference in the library services provision and services expectation by Academic staff of federal, state and private universities. The findings affirmed that service provision in any library is an essential activity. University libraries should ensure to provide effective and adequate services to match with the expectations of library users especially the academic staff.

Responding to user's expectation in the library: innovative Web 2.0 applications at JUIT Library

PurposeThis paper seeks to provide an insight into the implementation of some of the innovative Web 2.0 applications at Jaypee University of Information Technology with the aim of exploring the expectations of the users and their awareness and usage of such applications.Design/methodology/approachThe study was undertaken at the Learning Resource Centre (LRC), Jaypee University of Information Technology (JUIT), Solan, Himachal Pradesh, India. The LRC at JUIT serves its patrons in supplementing their research needs while creating an ambience for teaching, learning and research. The emergence of digital technologies and information and communications technology (ICT) tools in libraries has encouraged the implementation of a wide range of applications, such as digital libraries, video on demand, reference services and database services into library services. The advent of next‐generation web technologies, known as Web 2.0 applications, has prompted a number of other pertinent services to be implemented to enhance the information literacy skills of the existing services. A survey method was used to understand the basic awareness and expectations of library users, and the usability of resources.FindingsThe LRC has made a number of provisions to adopt some Web 2.0 applications in its library services to create information literacy. The users of the JUIT library still lack awareness about various Web 2.0 applications necessary for teaching and learning.Practical implicationsThe paper suggests that Web 2.0 applications can be used effectively to create information literacy amongst users. Library and information science (LIS) educators should take advantage of advances in the field of ICT and consider the learning preferences of information natives as well as information immigrants. Web 2.0 supports a constructivist approach to information awareness tools, and has great potential to socialise learning and information delivery to a greater extent. Web 2.0 technologies should be implemented as a medium of information communication, taking into account the pedagogical perspectives.Originality/valueThe case study is a practical application at the Jaypee University of Information Technology. The LRC has implemented some Web 2.0 applications in the Library. The study was undertaken at the university to understand the basic awareness of Web 2.0 and to create information literacy amongst users through it.

The Integrated Library System: From Daring to Dinosaur?

ABSTRACT The automated library system (ALS) has undergone significant changes since its inception in the 1970s. It is no longer simply a database to house and retrieve a library's holdings. It has become an integrated library system (ILS) comprised of robust clusters of systems involving every process and module related to libraries. The Internet, open source, the increase in electronic resources, and the rising expectations of library users are changing the nature of the ILS. Library vendors are at times struggling to keep up with the demand for new services while providing support for existing services. This article details the evolving role of the ILS and discusses where it could and should be headed.