TM Dimension Research Articles

The influence of library service quality, library image, place, personal control and trust on loyalty: the mediating role of perceived service value and satisfaction

PurposeOne of the organization's main goals is to maintain their customers' loyalty, as this can give them a competitive advantage. Therefore, this study is intended to look into the impact of library service quality using LibQUAL + TM dimensions (library service effect, personal control and library as a place), library image and trust on users’ loyalty with the mediating effect of perceived service value and satisfaction.Design/methodology/approachData for hypotheses testing were gathered from Minhaj University Lahore (MUL), a private sector university's staff, administration and students, using a survey questionnaire. About 500 questionnaires were randomly distributed, and 407 were utilized as the final sample for analysis. Structural equation modelling (SEM), using SmartPLS 4 and SPSS 25, were used to analyze the empirical data.FindingsFirst, research reveals that library image, users’ trust, library service effect and personal control significantly influence user satisfaction. Second, the library as a place and personal control are not a significant indicator of perceived service value. Third, perceived service value and satisfaction have a direct positive relationship with users' loyalty. Fourth, trust and library service effect is indirectly related to loyalty via perceived service value. Fifth, satisfaction does not mediate the relationship between library as a place and loyalty.Practical implicationsCustomer satisfaction must be guaranteed by library administration if it hopes to win users’ loyalty. In light of the fact that a variety of factors can affect customer satisfaction, their perception and loyalty, library management should enhance not just the quality of library services along with other factors such as library image and users’ trust.Originality/valueThe study examined the independent impact of library image and users’ trust on satisfaction, perceived service value and users’ loyalty, which, within the framework of the library, has never been addressed in literature.

Workaholism and burnout among stricto sensu graduate professors.

ABSTRACTOBJECTIVETo analyze the association of excessive work and compulsive work with the dimensions of the burnout syndrome in masters and doctoral professors of Languages, Literature, and Linguistics in Brazil.METHODSCross-sectional study carried out with 585 permanent professors of stricto sensu graduate studies in Languages, Literature, and Linguistics in Brazil. Data collection took place between February and August 2019, by an online questionnaire. The outcomes of this study were the compulsive work and excessive work dimensions of the Dutch Work Addiction Scale, the Maslach Burnout Inventory TM dimensions and their associated factors, identified by multiple logistic regression models.RESULTSProfessors with a high level of excessive work (29.40%) had 2.75 times the chance of high emotional exhaustion and 2.08 times the chance of high depersonalization. Regarding professors with a high level of compulsive work (8.03%), they had 4.88 times the chance of high emotional exhaustion and 2.97 times the chance of high depersonalization. No association of excessive work and compulsive work with low professional fulfillment was identified.CONCLUSIONThe results showed a statistically significant association of excessive work and compulsive work with high emotional exhaustion and high depersonalization, allowing managers and professors to reflect the criteria that guide their work processes, to adopt management models, institutional regulatory policies, and strategies to improve the working conditions and health of professors.

Evaluasi kualitas layanan perpustakaan di SMA Negeri 7 Purworejo dalam prespektif libqual+^tm

Introduction. This study aims to find out how the quality of library services at SMA Negeri 7 Purworejo and what attributes are important to be allocated by library managers in order to provide good service quality based on the LibQUAL+^TM theory which includes (1) Service Affect (the ability & attitude of librarians in serving), (2) Library aas Place (library room facilities & atmosphere), (3) Personal Control (directions and means of access), (4) Information Access (access to information). Data collection method. The method used in this study is a quantitative method. With a sample of 251 people, the sample was drawn using a simple random sampling technique, namely a random sampling technique without regard to the existing strata in the population. Analysis data. The analysis was carried out using the Importance Performance Analysis (IPA) model, namely the analysis of the level of interest and user satisfaction using a Cartesian diagram which can show the location of the indicators in the LibQUAL+^TM dimension contained in the first quadrant. Results and discussion. The results of this study indicate that the quality of library services at SMA Negeri 7 Purworejo is 8471 ,66% or 80% more, meaning that the users are satisfied with the performance of library services.Conclusions. Users have high expectations of smooth access to the information needed, with an average of quadrant I and III positions.

A qualitative research on organizational peace in schools

The concept of organisational peace is a dynamic situation that can develop through open communication, whose main elements are justice, trust and goodwill, and affect the peace and happiness of individuals. Organisational peace consists of two dimensions such as ‘internal organisational peace’ and ‘external organisational peace’. ‘Internal organisational peace’, which is formed by relations and conditions within the organisation itself, is influenced by four factors such as individual, organisational, managerial and job characteristics. The ‘external organisational peace’, which is formed by the organisation's relations with others, stems from the direct–indirect, optional or obligatory interactions of the organisation. External organisational peace is influenced by five factors such as hierarchical relations, close environment, other organisations, society and global relations. This research is the first study that provides a conceptual framework for the concept of organisational peace and examines the concept of organisational peace empirically. The aim of this study is to determine the views of teachers in the ‘internal organisational peace’ dimension in schools. The research was carried out in the phenomenological design of qualitative research methods. The study group consisted of 10 teachers selected by the criterion sampling method. Teachers explain the concept of organisational peace with happiness, common goals, cooperation, justice, comfort, democratic values, harmony, respect and healthy communication. Factors that promote ‘internal organisational peace’ are positive personality, job satisfaction, fair practices, effective organisational communication, competencies of managers and good physical conditions of the job. Factors that prevent ‘internal organisational peace’ are negative personality, violent behaviour, unfair management, closed communication and bad physical conditions of the job.
 Keywords: Organisational peace, school, Turkey.

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.

An investigation into university students’ study skills

Students’ study skills consisting of different dimensions are regarded as specific indicators of their academic performance. It was aimed to examine if there is a significant difference regarding the students’ motivation, time management, preparation for the examination, their score of examination and anxiety management according to their gender, departments and Undergraduate Placement Exam (UPE) scores. The current study was conducted during 2016-2017 academic year with the participation of 117 male and 55 female students of different disciplines at Yildiz Technical University. The information about the ability to study was gathered through a questionnaire developed by Bay, Tugluk and Gencdogan (2005). Data were analysed using One-Way ANOVA, t-test, and Pearson correlation analysis. According to ANOVA results, it was seen that there aresignificant differences between students’ departments and time management. Also, T-test results indicated that there is a significant difference between female and male students in terms of their departments and time management dimension. Yet,the findings showed that there is not a significant correlation between students’ UPE scores and dimensions of study skills. Keywords: Study skills; university students.

Behavioural Ethics among Nurses in Midwife Obstetric Units: Patients and their Perceptions in Cape Town, South Africa

A structured questionnaire survey of randomly selected 229 patients in two public hospitals (maternity wards) in Cape Town, South Africa was done to explore post-natal patients’ perceptions towards the ethical behaviour of nurses in their wards. 150 questionnaires received were usable for descriptive, correlation, and exploratory factor analysis (principal component analysis). From the results, inadequate nurses’ number, negligence on the part of the nurses, and lack of detailed information to patients are the three clear issues that need to be addressed in these public hospitals to increase patient satisfaction and retention, should they wish to give birth again. Patients’ concerns with the nurses’ ethical behaviour is related to ‘empathy’ and ‘assurance’ dimensions. The importance of these two dimensions cannot be overemphasised in medical care, globally, as they are increasingly becoming the driving forces towards patients’ satisfaction and retention. Understanding the individual needs of the patients and showing them that the nurses do care through emotive individualised attention, and acts that raise the confidence levels of patients that the nurses and the hospital will deliver safe services, are recommended.

Do Firm Size and Financial Performance Affect Corporate Social Responsibility Disclosure: Employees’ and Environmental Dimensions?

The paper empirically tests the impact of company size and financial performance on Corporate Social Responsibility Disclosure (CSRD), from the Employees' and Environmental Dimensions perspective with reference to the disclosure frequency and quality of these dimensions among Jordanian industrial public share holding companies; whether there is an impact of firm size measured by total assets, ROA, ROE and Leverage on Corporate Social Responsibility Disclosures levels toward employees’ dimension (CSRD1) and the environmental activities Dimension (CSRD2) in the Jordanian public industrial firms. The paper analysis is based on contents disclosed in their annual reports for 2013. The study applies suggested CSRD checklist for measuring the extent of CSRD in annual reports of these companies. Regression analysis is used to examine this issue. This study describes from theoretical point-of-view, social responsibility activities, as well as some financial performance, and firm size. Then, an empirical review is gained of reports published by a representative sample from the industrial sector. An attempt has been made to verify if there is a correlation between CSRD1, CSRD2 contents disclosed, financial performance; profitability, Leverage and size. The paper found solid evidence to accept positive significant influence of company size on both types of CSRD dimensions; employees and the environment. It found a negative significant impact of leverage on CSRD -both employees and environment- dimensions. However, the study showed a positive significant impact of operating performance measured by Return on Assets (ROA) for the sample on CSRD towards employees dimension only, the impact of ROA on CSRD towards the environmental dimension is positive and insignificant. The impact of ROE has negative insignificant on CSRD towards employees. Consequently, it showed Positive insignificant impact of ROE on CSRD towards environmental dimension. This paper opens a new research path in CSRD, financial performance and size, for a possible link between both variables; a matter that has not been previously explored in Jordanian Industrial Public Shareholding Companies.

A COMPARATIVE CONTENT ANALYSIS OF SOUTH AFRICAN AND KENYAN DRUG POLICIES FROM A SOCIAL DEVELOPMENT PERSPECTIVE

 South Africa and Kenya have both adopted a social development approach to shape their development agendas, as well as national policies in response to drug abuse. The goal of this study was to compare the content of South Africa’s National Drug Master Plan 2006-2011 (NDMP) and Kenya’s National Drug Abuse Control Policy 2011 (NDACP) from a social development perspective. A quantitative comparative study was undertaken to compare the manifest content of these policies. A checklist of five dimensions of social development, with concomitant themes and indicators, was compiled for this purpose. Both policies emphasise the dimensions ‘levels of service delivery’ and ‘integrated service delivery’, while paying limited attention to the ‘rights-based approach’ and ‘capital development’ dimensions of social development. Lessons learnt from the study are presented in an effort to align drug policies, especially those of developing countries, with a social development approach.

University Rankings: How Well Do They Measure Library Service Quality?

University rankings play an increasingly large role in shaping the goals of academic institutions and departments, while removing universities themselves from the evaluation process. This study compares the library-related results of two university ranking publications with scores on the LibQUAL+™ survey to identify if library service quality—as measured within the LibQUAL+™ dimensions affect of service, information control, and library as place—is related to the standings. The results suggest that some indicators used to rank universities favor libraries with more highly rated physical facilities, while largely ignoring the impact that other services have on library quality.

Relative Influence of the LibQUAL+™ Dimensions on Satisfaction: A Subgroup Analysis

This research study investigates the influence of the identified LibQUAL+™ dimensions on various aspects of the user’s satisfaction with the Academic Library at Wayne State University. Multivariate regression analysis results show statistically significant impact of LibQUAL+™ dimensions on user satisfaction. Moderated regression analysis results show the moderating impact of various demographic variables on the relationships between LibQUAL+™ dimensions and user satisfaction. The results of this research can be used to alter resource allocation expenditures to improve user satisfaction.