Library Service Quality Research Articles

Intelligent library knowledge innovation service system based on multimedia technology

With the development of information technology, multimedia technology has been widely concerned. Promoting the rapid development of multimedia technology in library service system is conducive to promoting the deep extension of library culture. Firstly, this paper analyzes the theories and elements of the existing intelligent library, and constructs the intelligent knowledge innovation service model based on its cultural extension mechanism. On the basis of the comprehensive endogenous dynamic mechanism, through the establishment of the dynamic feedback mechanism, the information, material, technology and environmental support of the human-platform-human interaction are provided for the knowledge innovation service. At the same time, this paper assumes the factors influencing the knowledge innovation service of intelligent library, and constructs the influencing factor model of knowledge service extension of intelligent library. Through the big data platform, the influencing factors are analyzed by SPSS and structural equation model. Secondly, based on the improved genetic algorithm and BP neural network, the multidimensional optimization simulation research of knowledge innovation service quality of GA2BP intelligent library is constructed. The simulation experiment is carried out with MATLAB platform, and the results verify the effectiveness and advancement of the prediction model, and predict the dynamic influence result brought by the change of each index value. Finally, based on the above research, the paper puts forward the knowledge service and cultural extension strategy of intelligent library, and puts forward practical and feasible methods for the knowledge service innovation of intelligent library in China, which provides technical support for the development of intelligent library and improves the cultural image of library; at the same time, it also provides valuable advice for other countries in this field.

Total Quality Management in University Libraries: Middle East Technical University Library Example

‘Total quality management in academic libraries, private archives and ephemera’ in his work on ‘Librarian Yasin Sesen’ written by ‘Total Quality Management in University Libraries: Middle East Technical University Library Example’ titled the book, by distinguished academic and professional publishing, which was released in the year 2018. Book contents; ‘history of university libraries, service quality of academic libraries, total quality management in academic libraries, examples and reflections of total quality management in university libraries, total quality management in Turkish public administration, case study of Middle East Technical University Library, case study of university library, libqual quality management system, servqual quality management system, Middle East Technical University Library Quality Represantation and ISO 9001: 2015 Quality Management System on the Middle East Technical University Library’ have been extensively evaluated with examples of general literature.

Evaluating library service quality of University of Kashmir: a LibQUAL+ survey

PurposeThe 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/approachThe 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.FindingsIt 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/valueOnly 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.

Resource Constraints and Quality Public Library Service Delivery in Ghana

The availability and quantum of resources at the disposal of libraries greatly influence service delivery. This study seeks to assess the adequacy and effect of attenuating resources on the quality of public library services and the barriers to accessing sufficient resources for the provision of quality services. Based on a qualitative approach, the study interviewed 32 participants drawn from three regional libraries, using purposive and convenience sampling methods. Data were analyzed using interpretative techniques. The results showed that all three regional libraries were highly under resourced in terms of qualified personnel, physical resources, and current library materials which ultimately resulted in low patronage of the library facilities. A major concern was the absence of a National Library and Public Library Policy guiding the establishment of public libraries in Ghana. We strongly suggest that the new public library service bill should include a statutory formula for resource allocation to public libraries. Though our research concentrated on Ghana, the implications of the study are of great value to similar contexts.

Comparison of the Assessment Systems of Public Libraries in the United States and China

ABSTRACTThis work aims to compare the evaluation and rating systems of public libraries from the United States and China with a view to understand the similarities and differences and to learn from both systems. First, the main evaluation and rating systems of public libraries from the US are discussed, including Hennen’s American Public Library Ratings and Library Journal Index. Second, we discuss the Sixth National Evaluation and Rating System (SNERS) of public libraries above the county level in China. Finally, we compare and analyse the similarities and differences between the evaluation systems from the US and China. Between the two evaluation systems, there is one similarity (i.e. people-orientedness) and many differences in terms of goals, properties, subjects, processes, object classification, cycle, data sources, indicators, weights, scoring and result treatment. The public libraries of the US (a developed country) pay more attention to library services, whereas the public libraries of China (a developing country) pay more attention to a library’s basic construction and infrastructure. By comparing and analysing the evaluation and rating systems of public libraries from the US and China, this paper helps gain some insights into these different systems. We believe this will be helpful for librarians and library evaluators interested in assessing the service quality of public libraries in any country.

Library life in Australia: It Has Been a Busy Year!

AbstractThe strength and vibrancy of the Australian library sector is explored in this article. The concepts of developing, i.e. growing and maturing as an industry, and sustaining, i.e. supporting and maintaining the quality of library services, thread through the discussions about the events and activities that have shaped the library profession, library advocacy initiatives and the future generation of librarians.

Library services for young people: current trends

Currently, youth libraries need radical modernization in the context of global cyberspace and social networks. Taking the challenge of nowadays, rebuilding their age-old traditions, libraries forced to change the format and saturate their space with new meanings. Studying the organization of modern library services for young people is based on the Information-Library Center for youth of Tyumen city. Evidentlu for it the authors elaborate recommendations to improve servicing young people in the information-library center for youth of Tyumen. The research theoretical and practical significance is determined by the need for an urgent study of youth activities of library institutions to create a positive experience with this category of users. To identify the young people attitude to the activity of the Information-Library Center for youth in Tyumen, the authors monitored public opinion with a sociological survey (questionnaire). The survey has revealed: what users want to get from visits; what forms of work they like, and what would they like; what is the comfort of working in the library. The analysis of the obtained data allowed authors to conclude: 1. Young people are interested in getting comprehensive information on the topics of their interest. 2. Modern technical equipment and the availability of designed work and leisure sites are important com­ponents of the library space. 3. The most attractive leisure activities in the Centre include creative meetings, musical or literary events. 4. Respondents attributed the problem of professional growth of specialists, underdeveloped forms of intellectual leisure and types of information support as shortcomings of the Information-Library Center for young people, which are worth paying attention. 5.The most popular sources of information about the Center activities are social networks. 6. Users rated the Center work as 9.4 points in 10-point scale. The authors have developed measures to improve the quality of library services for young people, increase the interest and activity of this social group in the work of the Information-Library Center for young people. They are: 1. Actualizing the library collection in accordance with youth preferences; 2. Developing advanced forms of book borrow; 3. Organizing the Center library space comfortable for young people; 4. Involving young specialists in library activity; 5. Expanding the library’s social partnership with youth associations.

Using SEM-PLS to assess users satisfaction of library service quality: evidence from Malaysia

Purpose The purpose of this paper is to examine the impact of Libqual+™ dimension (affect of services, information control and Library as a place) on user satisfaction at Universiti Kebangsaan Malaysia (UKM). Design/methodology/approach Data were collected using a sample of 100 students and it was analyzed using SPSS and SmartPLS. The measurement model was analyzed using composite reliability, convergent and discriminate validity while the structural model was used to predict the relationships between variables. Findings The results indicated that services, information control and library as a place have a significant and positive impact on the overall satisfaction of library users, with affect of services being the most important predictor of library user satisfaction. Practical implications Overall, users are satisfied with the services provided by the UKM library. Results from this study will help librarians to make better decisions in providing effective services and fulfilling the library’s vision and mission. Originality/value The study provides insight into the UKM University how to use LibQual+™ dimension to improve user’s satisfaction.

Impact of Library Service Quality on Students’ Satisfaction in Higher Educational Environments: The Case of Wollo University

Aims: The main aim of the study is to analyze the impact of library service quality dimensions on students’ satisfaction in higher education.
 Study Design: Cross-sectional research design was applied. The explanatory research design was used to identify cause and effect relationships between library service quality dimensions and students’ satisfaction.
 Place and Duration of Study: The study was conducted in wollo university, North East Ethiopia between January 2016 and September 2017.
 Methodology: 366 students were selected proportionally by using simple random sampling technique after students stratified into colleges to identify their perceptions of library service quality. Close-ended structured self-completion questionnaires, adapted from the SERVQUAL instrument were used to collect data. Descriptive statistical analysis was used to describe respondents’ demographic characteristics. Correlation and multiple linear regression analysis was used to analyze the impact of each of the five dimensions of SERVQUAL on the overall satisfaction of students’ about library service with the aid of statistical package for social science ( SPSS) version 20.0.
 Results: Correlation of library service quality and students’ satisfaction was 0.569, p<0.01. It was significant enough to show the correlation between the two variables. Since the correlation was positive, library service quality and student satisfaction are positively related, which means better library service quality brings higher students’ satisfaction. The coefficient of determination i.e adjusted R-square (R2) value was 0.843 representing that 84.3% of students satisfaction can be explained by the five dimensions of library service quality.
 Conclusion: Correlational results indicate that there is a positive correlation between the dimensions of library service quality and students’ satisfaction. Regression tests revealed that offering quality library service has a positive impact on overall students’ satisfaction.

Best Practices in Arts and Science College Libraries in Dindigul District

The Best practices are helping the users to derive maximum satisfaction from the library services. It is customer satisfaction through product or service. In an academic library student and teachers are the customers who are part of the academic community. Tiwari (2016) has proved that innovate services are more significant than heavy advertisements. This study has concluded that the library innovations service of the library can help the purpose of advanced teaching and learning. Yasmin and Gnanaprasad (2017) have adopted fourteen best practices of the library services. This study concluded that best practices help to improve the quality of library services. This study has to examine the efficiency and effectiveness of the Content Management Software, Web page information sources, awareness programme of the Arts and Science College libraries of Dindigul District. Primary data was collected through questionnaire method. Garret’s Ranking Techniques was used for this study to analyze the data. E-mail alert facilities are necessary to improve the quality of the best practices of the library service.

Statistics That Matter

By dissaggregating count data and creating questions about the quality of library services, theological librarians can create statistics that are useful for management, improvement of services, and demonstrating the value of the library in the educational enterprise.

Transforming the University Library One Step at a Time: A Ten Year LibQUAL + Review

University libraries are going through a period of enormous transformation and have been for some time. This study considers ten years of both incremental and transformational change at the University of Limerick (UL) Library in Ireland. In the last decade library services, staffing, collections, and spaces underwent great changes, in line with international trends. Retrospective analysis of LibQUAL + survey data from 2007 to 2016 was conducted to explore how users responded to these changes and to their gradually transforming library. This study outlines the many changes that occurred in the library over the course of ten years and found that satisfaction levels steadily increased in tandem through a systematic step-by-step approach to driving continuous improvement and managing change. The data tells a compelling story of a library where staffing, services, collections, and spaces transformed and where readers’ perceptions of the quality of library services significantly improved.

Google Drive: A Boon for Developing a Web-based Collaborating Working Culture in Libraries

The technological revolution in information and communication has created new avenues for libraries to deliver library services and information resources to end users. This study elucidates how library and information science professionals (LISP) use information and communication technology (ICT) tools in communicating, storing, and managing library data and convert the information for enhancing the quality of library services and developing a web-based collaborative system culture in libraries. The study provides a practical approach to using Google Drive and has created a web-based collaborative working culture for libraries. Revolutionary technological tools and applications are helping to create/develop easy-to-use platforms that allow professionals and end users to collaborate in both synchronized and non-synchronized modes.

A Study on the Evaluation of Service Quality in Special Library of Local Autonomous Entity Research Institution

이 연구는 지방연구원 소속 전문도서관의 서비스 품질 평가를 통하여 실제 이용자 만족에 영향을 주는 서비스 품질을 파악하고 전문도서관의 기능과 역할을 더욱 효율적으로 개선하기 위한 방향을 제시하고자 하였다. 이를 위해 지방연구원 소속 6개의 전문도서관 이용자 111명을 대상으로 LibQUAL+을 기반으로 수정된 설문...

Use of library resources and services by the students of dev samaj college for women & DAV College for Women, Ferozepur, Punjab: A comparative study

The main purpose behind this study was to determine the awareness and utilization of library resources by library users of Dev Samaj College for Women (DSCW) and DAV College for Women (DAVCW), Ferozepur Punjab, India. In this study, a descriptive survey method was used, using a questionnaire as a data collection tool. 125 library users were selected randomly from DSCW and DAVCW and managed by a questionnaire, of which 106 (86.22%) questionnaires were completed and returned. The research questionnaires were analyzed by the frequency counts and simple percentages. The findings showed that the users of DSCW Library use more books/e-books, journal/e-journals, newspapers/magazines, and Internet/computer. Based on the findings, recommendations are given to improve the quality of library services and increase the use of library resources.

影响提升图书馆服务质量的因素及对策探讨

影响提升图书馆服务质量的因素及对策探讨

Diagnosing the service quality improvement of university libraries in intuitionistic fuzzy environment

Libraries and information centres are service organizations connecting academic communities to knowledge and information through efficient services as their main mission. Given importance of high-quality services in libraries and increased users' demand for receiving better service, promotion of service quality levels is as one of crucial challenges of libraries. This is an attempt to provide a model for diagnosis of library service quality using Failure Modes and Effects Analysis (FMEA) approach in an intuitionistic fuzzy environment. The proposed model is applied in libraries of Yazd University of Science and Art in Iran. Accordingly, 25 failure items of library service quality in library services are first determined for diagnosis through reviewing literature and interviewing academic experts, as well as library managers at Yazd University of Science and Art. Following determination of these items, a questionnaire was administered to experts. The results indicate that the lack of appropriate social spaces for group learning and study is an item of highest priority in quality improvement of library service. The results of this research can be used to guide managers and decision makers in order to plan for improving quality of library services.

Redefining Expectancy Disconfirmation Theory using LIS SERVQUAL+: An Integrated Framework for evaluating Library Service Quality and User Satisfaction

The study aims to develop an integrated framework for evaluating library service quality and satisfaction in a simultaneous process. Multidimensional item-scale LIS SERVQUAL + measurement tool was used in this study. The reliability of the questionnaire items was done using Cronbach's alpha. To examine the relationship between service quality and satisfaction Pearson correlation coefficient and Linear regression analysis were used. Finally to establish the 4-level disconfirmation standard users' expected and perceived opinions were compared using Wilcoxon signed ranked test. Result shows that, the 4-dimensional structure of LIS SERVQUAL + has a closer relationship with overall perceived service quality and satisfaction, and service quality and satisfaction are significantly related to each other. The result also shows that, the comparisons between P & DE, P & RE, P & ZoT, and P & ME are significant to fit for 4-level ZOT. The effect of newly adapted ‘Disconfirmation of expectation's theory’ and its integration with LIS SERVQAUL + model may aid the authorities of academic libraries in the synchronized assessment of service quality and satisfaction.

IDENTIFIKASI LOYALITAS MAHASISWA MEMANFAATKAN LAYANAN UPT PERPUSTAKAAN DI SEKOLAH TINGGI ILMU KESEHATAN (STIKES) HARAPAN BANGSA PURWOKERTO JUDUL INDONESIA

The purpose of this research is to examine the Effect of Service, Information Control and Library as a place to the satisfaction and loyalty of the students and to examine the effect of satisfaction to loyalty in UPT STIKES Harapan Bangsa Purwokerto. The research is in a form of survey. Data being used are primary data by collecting the samples form the students of STIKES Harapan Bangsa Purwoketo.to the number of 126 respondents. Data analysis method is tested usingvalidation test, realibility test, partial test(‘t’ test), simultaneous test (‘F’ test), ‘R’ test, and lane analysis test. The result of ‘t’ test is as follow: From ‘t’ test on the first equation, it can be conluded that Information Control has a positive and significant effect to satisfaction. It can be observed from each variable significance value < 0,05. On the other hand, the Effect of Service and Library as a place has a negative though insignificant effect to satisfaction. From ‘t’ test on the second equation, it can be conluded that satisfaction has a positive and significant effect to loyalty. It can be observed from each variable significance value < 0,05. On the other hand, the Effect of Service, Information Control and Library as a place has a positive though insignificant effect to loyalty. The result of simultaneous test (‘F’ test) together with the variable Effect of Service and Library as a place has a positive and significant effect to the satisfaction and loyalty of the students of STIKES Harapan Bangsa Purwokerto. ‘R’ square test shows that 40,6% variation of Effect Quality of Service, Information Control Quality and Library as a place Quality. The rest 59,4% is explained using other factors excluding model. Based on the test using LibQual+™ method, the quality of library service of STIKES Harapan Bangsa Purwokerto is rated satisfactory by the students with perception value of 6,58, minimum value is 5,74, ideal value is 7,77 with AG value of 0,84 and SG value of -1,19. Based on the variables, the Service Effect value on perception score is 6,45, minimum value is 5,64, ideal value is 7,67, with AG value of 0,81 and SG value of -1,22. Information of Control value on perception score is 6,36, minimum value is 5,69, ideal value is 7,77, with AG value of 0,67 and SG value of -0,40. Library as a Place gets the highest score among the others with value on perception score is 6,92, minimum value is 5,87, ideal value is 7,86, with AG value of 1,05 and SG value of -0,904. Superiority Gap (SG) score shows negative score, which means that the service quality of STIKES Harapan Bangsa Purwokerto is on minimum acceptable level.Keyword: Dimensi Effect of Service, Information Control dan Library as place

Web-Based Library and Information Services in the Libraries of the Institutions of National Importance in India: A Study with Reference to Karnataka, Kerala and Tamil Nadu

This paper focuses on the use of web-based library services in India and examines how libraries in the Institutions of National importance in India provide web access to their collections and other services. The study sample for the present study were Thirteen (13) institutions of National importance located at Karnataka, Kerala and Tamil Nadu states which were selected using purposive sampling technique based on the research objectives. The data was collected using a web-based survey by examining the library websites of the select institutions using a check-list of 52 items covered topics of library general information, library resources, library services, links to e-resources, Web 2.0 tools and Web 3.0 tools. This particular check-list was developed by the researchers after analyzing the related literature reviews and previous studies related to the topic. Finding shows that many of the surveyed Institutions of National importance in India’s libraries have not fully exploited the potential of the web forms, and are still lagging behind to make the effective use of library websites. Among the selected institutions, few libraries were found to offer web-based library services in different sections. The present paper highlights the present status of the web-based library services in the select Institutions of National importance in India’s librarians in Southern India. The study also highlights the role of Web 2.0 and Web 3.0 environment to enhance the quality of web-based library services and suggest new approaches for effective use of web-based library services.