Quality Of Academic Libraries Research Articles

Where there's smoke: The library's role in bibliographic analysis of academic misconduct

Literature from many disciplines has, for years, called for library involvement in academic integrity. More recently, it has been suggested that libraries and those working in them are well-suited to assist in detecting plagiarism. At the same time, literature specific to quality in academic libraries has emphasized the development of and focus on services, and what libraries do rather than what they have. With this in mind, and with academic integrity in its portfolio, the Library at Assiniboine Community College has added a new service to the identification stage of its holistic approach to academic integrity. Combining existing resources on bibliographic forensics, text-matching software, and discovery interviews, it allows for the library to leverage its unique knowledge of available resources in identifying academic misconduct. Learning Outcomes Summarize frameworks and resources that inform this service Examine opportunities for libraries in performing bibliographic analysis related to potential academic misconduct cases Reflect on the implementation and evaluation of this service

International Students Assesment of Service Quality In Academic Libraries

International Students Assesment of Service Quality In Academic Libraries

Successes, challenges, and next steps in implementing outcome-based assessment: The case of Istanbul Bilgi University Library

Assessment of the services, efficiency, and quality of academic libraries is increasingly shifting from input-output oriented to outcome-based approaches. Outcome-based assessment is a useful way to measure and prove the value of library services and operations to students, teaching staff, university administrations, and accreditation bodies. Recent studies have focused on the methodologies and tools for and the impacts of outcome-based assessment in academic libraries. This paper contributes by reporting a real case study on the impacts of a newly implemented outcome-based assessment process in an academic library. Its findings offer useful tips and “takeaways” for library assessment processes, and should guide other libraries on how to approach assessment consistently with their aims and to resolve related problems.

The Instrument for Evaluating the Academic Library E-Service Quality

AbstractNew electronic services and their quality evaluation constitute an important field of research and challenge in the modern libraries. The aim of this article is to present an instrument for the evaluation of e-service quality in academic libraries. The instrument eUTLib Qual is based on the theoretical analyses of the existing models of (e-)service quality and their suitability in the context of academic libraries, and on the results of a qualitative and quantitative studies, conducted in the University of Tartu Library, Estonia.

Academic Libraries and Quality: An Analysis and Evaluation Framework

ABSTRACTThe paper proposes and describes a framework for academic library quality to be used by new and more experienced library practitioners and by others involved in considering the quality of academic libraries' services and provision. The framework consists of eight themes and a number of questions to examine within each theme. The framework was derived from a detailed content analysis of two major sources of information: the content of a recent book on quality and academic libraries edited by the author; the content of the journal articles, books and conference proceedings identified for the various literature reviews included in the book. To illustrate the development of the framework, some of the main activities, processes, and issues defined within each theme are described, and extensive references from the literature are included.

A Fuzzy Linguistic Extended LibQUAL+ Model to Assess Service Quality in Academic Libraries

LibQUAL+ model is the best-known method for the quality evaluation of library services, but it has two major drawbacks. First, to measure the quality, it is devised on a cardinal scale: the service levels range from 1 to 9. However, the standard representation of the concepts used by humans for communication is the natural language and, hence, users should express their judgments by using words instead of numbers. Second, it considers that all users’ opinions are equally important. Nevertheless, users do not play an equal role in assessing the service quality, i.e., the opinion given by some users should be more relevant than the opinion provided by others. To solve these drawbacks, we present an extended LibQUAL+ model representing the users’ perceptions by using a fuzzy linguistic modeling and taking into account that users’ opinions on the library services are not equally important.

Quality in Brazilian Academic Libraries: Proposal of Indicators from the Customers' Point of View

The management of quality in academic libraries, as a management method that allows the improvement of performance, has been the object of interest for the managers of these services. In this context, the identification of indicators that may take into account the social-economical and political context that permeate the reality of the information services is essential to better adequate the quality proposals. A search aiming to identify and validate proper indicators for academic libraries in developing countries was developed by a group of researches and professionals involved with many teaching units of São Paulo Academic. Based on a bibliographic survey about the application of quality on information services, the research aimed to validate 16 indicators appointed in the literature and considered, by the research staff, as belonging to Brazilian reality (communication, access, reliability, courtesy, effectiveness/ efficiency, quality, response, tangible, reliability, security, extension, warranty, external customer satisfaction, cost/benefit and response time). From the data collection performed with 7 academic libraries in the Dentistry field, that served as environment to apply and validate the indicators, a proposal for its adequacy to the characteristics of the Brazilian academic environment was elaborated. It was concluded that the indicators tested in the dentistry libraries made possible the identification and characterization of the main elements that must be present during the evaluation of the quality of an information service of academic nature, and may be adapted and seen in the context of other environments, as well as to be used to permanently monitor the information services inserted in the Brazilian context.

QUALITY EVALUATION OF ACADEMIC LIBRARY: THE LIBQUAL+® METHODOLOGY AND ITS PERSPECTIVES OF IMPLEMENTATION IN BRAZIL

The purpose of this paper is to discuss the thematic of customer-centered quality in academic libraries and contribute to the importance of quality evaluations based on the perception of their customers for this type of library. It is especially important in Brazil, where evaluations of higher education institutions and their infrastructure items, including libraries, are compulsory. It highlights a specific methodology, the LibQUAL+®, created in the United States and used in hundreds of libraries around the world, but without any perceptible application in Brazil as yet. From the analysis of LibQUAL+® assessment procedures, the article aims to present the benefits that can be achieved from the application of this methodology as well as it intends to verify the possibilities of using it in academic libraries in Brazil. It concludes that the methodology presents aspects which can support the academic library management, as identifying strong and weak points of the services, becoming closer to the library´s customers’ needs, comparing the library performance with other libraries and defining the best practices in the field, besides contributing to a more professional management of the libraries.

Quality evaluation of academic library

The purpose of this paper is to discuss the thematic of customer-centered quality in academic libraries and contribute to the importance of quality evaluations based on the perception of their customers for this type of library. It is especially important in Brazil, where evaluations of higher education institutions and their infrastructure items, including libraries, are compulsory. It highlights a specific methodology, the LibQUAL+®, created in the United States and used in hundreds of libraries around the world, but without any perceptible application in Brazil as yet. From the analysis of LibQUAL+® assessment procedures, the article aims to present the benefits that can be achieved from the application of this methodology as well as it intends to verify the possibilities of using it in academic libraries in Brazil. It concludes that the methodology presents aspects which can support the academic library management, as identifying strong and weak points of the services, becoming closer to the library´s customers’ needs, comparing the library performance with other libraries and defining the best practices in the field, besides contributing to a more professional management of the libraries.

Investigating customer satisfaction and service quality in academic libraries: the case of Technological Educational Institute of Central Macedonia

Customer satisfaction and service quality policies have been established in recent years in academic libraries’ management. However, setting regulations and imposing procedures requires reliable methods to evaluate actions. The Technological Educational Institute (TEI) of Central Macedonia is a university institute committed to provide excellent services to its stakeholders, by developing ongoing dialogue. In order to investigate the library users’ habits and assess their satisfaction on provided services, a survey has been conducted. An online questionnaire was developed based on MOPAB’s (Total Quality Management Unit of Greek Academic Libraries) guidelines for data collection and was then distributed to library users. Such questionnaires can be a valuable instrument for monitoring user satisfaction on a systemic manner and improving service quality in libraries. Moreover, the questionnaire could be used, after adjustments, as a benchmarking tool for Greek academic libraries. The analysis revealed that even though users do not fully utilise all services, they manifest a high level of satisfaction.

An analysis of service quality in academic libraries using LibQUAL scale

Purpose – The main purpose of this paper is quality assessment of services provided by the MUMS libraries and determining member satisfaction and expectations of library services in the LibQUAL dimensions.Design/methodology/approach – This research used the survey method for collecting data. Library service quality was measured by using 22 items taken directly from the 2004 version of the LibQUAL scale.Findings – The highest average score was “Service affect” with 6.39 and the lowest score 5.75 belonged to “Library as place”. Total results emphasised the importance of librarians' specialised knowledge level in presenting appropriate services in circulation and reference sections. A significant outcome, is in the “information control” dimension, and appropriate working hours; classification system for searching and accessing to information and appropriate time for loaning resources. The biggest gap related to updated multimedia databanks, appropriate number of computers and adequate facilities like laptops...

Measuring the quality, value and impact of academic libraries: the role of external standards

PurposeThe purpose of this paper is to explore the role and relevance of external standards in demonstrating the value and impact of academic library services to their stakeholders.Design/methodology/approachTwo UK standards, Charter Mark and Customer Service Excellence, are evaluated via an exploratory case study, employing multiple data collection techniques. Methods and results of phases 1‐2 of a three phase research project are outlined.FindingsDespite some limitations, standards may assist the manager in demonstrating the value, impact and quality of academic libraries in a recessional environment. Active engagement and partnership with customers is imperative if academic libraries are to be viewed as vital to their parent organisations and thus survive.Originality/valueThis paper provides a systematic evaluation of the role of external accreditation standards in measuring academic library service value and impact.

Evaluation as a Tool for Developing the Quality of Academic Libraries. Case Study at a Large and Traditional Research Oriented Scandinavian University

The leaders of our universities will ask today if we offer those services that a top university requires and whether the proposed resources for the libraries are worth investing. Establishing the European Higher Education Area (EHEA) requires the establishing of quality systems. Quality assurance systems will be introduced throughout the entire European academic sector and will certainly have significant impact on the development of academic organizations. The collaborative effort to evaluate European universities is coordinated by ENQA, the European Association for Quality Assurance in Higher education (Standards, 2005). Most European countries have developed a national quality assurance system. The solutions of different countries can be divided into three different classes: 1) Auditing countries[1] (institutional audit, quality audit, evaluation of quality assurance systems, enhancement-led institutional review): England, Scotland, Ireland, France, Finland, 2) Accreditation[2]: Holland, Germany and 3) Combination or another system: Norway, Switzerland, Denmark, Sweden (Audits, 2006).

Toward a successful taxonomy for Croatian academic libraries

PurposeThis paper seeks to investigate the degree to which the unfavourable state of the Croatian higher education system (the lack of vision, goals and objectives, insufficient budgeting and no quality control system) reflects on the organization, development and continuous dedication to quality of academic libraries in Croatia.Design/methodology/approachThe situation is illustrated by a study conducted among academic libraries of the University Josip Juraj Strossmayer in Osijek in 2003. A questionnaire for librarians and one for chief librarians was used and data were processed by software package StatSoft, Statistica 6.0. Next to the descriptive statistics, Mann‐Whitney test, Pearson Chi‐Square, Maximum Likelihood and Fisher exact Chi‐Square test were used. Annual reports were also used.FindingsThis research revealed that the academic libraries of Osijek University are unprepared for performance measurement. It was clear that they are unfamiliar with many elements of evaluation. Librarians are usually excluded from decision making regarding library operations, which results in their low motivation. However, the greatest dissatisfaction of academic librarians of Osijek University comes from their low status. Furthermore, librarians rarely get support from their colleges for their professional education (no travel money, no paid leave, etc.)Research limitations/implicationsOsijek University is a relatively small university. It consists of nine colleges, one institute and one university library. The size of the target sample influenced the choice of research instruments – questionnaire, interviews with chief librarians and analysis of library annual reports.Originality/valueThis was the first such study in Croatia and its main goal was to test theoretical approaches and research methodology, which could be later applied for a study on a nation‐wide level.

The Importance of the Stakeholder in Performance Measurement: Critical Processes and Performance Measures for Assessing and Improving Academic Library Services and Programs

This Delphi study identified the critical processes and performance measures of quality that can serve as a framework for new measures for assessing quality in academic library services and programs. These critical processes and performance measures were developed utilizing the structure and criteria of the Malcolm Baldrige National Quality Award’s 1999 Education Criteria for Performance Excellence. A panel of experts from the library profession was selected to participate in a Delphi panel to determine the importance of a list of critical processes and performance measures relevant to measuring quality in academic libraries. The processes and performance measures were identified through a review of the literature and in consultation with a review panel of professional librarians. The results of the study showed that a student, faculty, and stakeholder focus was the most important aspect of academic library programs and services for ensuring quality.

The dimensions that construct the evaluation of service quality in academic libraries

The objective of this study is to identify the dimensions that determine the customers' evaluation of service quality in academic libraries. One university library each in England and Finland and two in Japan were selected to conduct a questionnaire survey based on the GAP theory of SERVQUAL that has led discussions on the assessment of service quality in marketing theory and practice. Since the actual delivery of information as a service outcome is as important as the service process in libraries, attributes inherent to libraries were incorporated into the survey. Subjecting data obtained to exploratory and confirmatory factor analysis showed that library service quality consists of four dimensions: effect of service (personal), library as ba (place), collections and access, and effect of service (organizational), which are different from the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy.

大学図書館の「サービス品質」評価を構成する局面

大学図書館の「サービス品質」評価を構成する局面

Reliability and Structure of LibQUAL+ Scores: Measuring Perceived Library Service Quality

LibQUAL+TM is a tool designed to measure user perceptions of service quality in academic libraries. This web-based protocol was recently completed by 20,416 participants representing forty-three universities. For the purposes of the present report these data were evaluated to address two research questions: (a) how reliable were the LibQUAL+TM scores?; and (b) what were the dimensions underlying user perceptions of library service quality? The second question focuses upon identifying the most appropriate scales to report LibQUAL+TM scores to librarians using the protocol to improve service quality.

Demonstrating quality in academic libraries

This paper reviews some of the current issues with regard to demonstrating quality of service provision in academic libraries. The need to discover an effective means of measuring the impact of library services on the academic community is identified and discussed. Research into organisational effectiveness is reviewed, to assess its applicability to assessing quality of service provision. It is argued that libraries need to adopt a marketing orientation in measuring quality and performance. Scorecard models used currently in the private sector are outlined and their usefulness to the management of public sector libraries evaluated. The authors recommend the employment of the Balanced Scorecard as a means of demonstrating quality in academic libraries and the degree to which such services are responsive to the needs to their customers/stakeholders.

Changing the concept and measure of service quality in academic libraries

New ways to evaluate libraries are needed. The SERVQUAL is a diagnostic tool to measure service quality, defined as the difference between customer perceptions and expectations of service. This article discusses implications for library management and future explorations of a tool applicable to academic libraries.