S. Pedramnia, P. Modiramani and V. Ghavami Ghanbarabadi
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…
Abstract
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/PCs and broadband networks for better access to subscribed electronic resources through the MUMS central library web site.
Practical implications
The results of this study emphasise the importance of librarians' specialised knowledge level in presenting appropriate services in circulation and reference sections as well as identifying strengths and weaknesses of MUMS schools and hospitals libraries for improving decisions affecting the library service quality.
Originality/value
The findings show all highly important aspects of the “Service affect” dimension in academic libraries such as understanding user needs and presenting perfect service.
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Fidelis Mutisya and Omwoyo Bosire Onyancha
The study examined users' perceived level of service at the African Union Court on Human and Peoples' Rights (AUCHPR) library in Arusha, Tanzania.
Abstract
Purpose
The study examined users' perceived level of service at the African Union Court on Human and Peoples' Rights (AUCHPR) library in Arusha, Tanzania.
Design/methodology/approach
The study adopted a quantitative approach in line with the tenets of the LibQUAL and SERVQUAL protocols, which were used as theoretical lenses and informed the development of questionnaires which were used to collect data. The target population consisted of 94 library users.
Findings
The study found that the library's best services, in terms of their quality and as perceived by users, lie in its human resources (i.e. affect of service, assurance and responsiveness). On the other hand, the lowest perceived level of services was recorded in the aspects related to information collection and physical facilities (i.e. library as a place and tangibles).
Research limitations/implications
This study was based on the African Court on Human and Peoples' Rights library in Arusha, Tanzania. The study covered both internal and external users of the library.
Practical implications
The study identified strengths and weaknesses of the African Court library as far as the perceived level of service is concerned, and the findings can therefore be used to inform decisions on the improvement of quality of the library services. In so doing, the library will be in a stronger position to offer quality services and assist the court in attaining its objectives of promoting and protecting human rights in Africa. With improved library service quality, the non-judicial staff, external users and society in general will stand to benefit from the library.
Originality/value
While drawing lessons from previous service quality studies, this study is the first quality assessment study to be done in the African Court library. It is also the first to use a combination of LibQUAL and SERVQUAL models in the context of the African Court library services.
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I Gede Mahatma Yuda Bakti and Sik Sumaedi
The purpose of this research is to investigate the relationship between library customer loyalty and other latent constructs, namely service quality and customer satisfaction in a…
Abstract
Purpose
The purpose of this research is to investigate the relationship between library customer loyalty and other latent constructs, namely service quality and customer satisfaction in a university library service in Indonesia. More specifically, the research aims to examine whether service quality affects customer loyalty directly and indirectly through customer satisfaction.
Design/methodology/approach
The authors surveyed the users of a university library in Indonesia by using a structured questionnaire. In total, 100 of the library users participated on the survey. Structural equation modeling technique was performed to analyze the empirical data.
Findings
The research reveals that service quality has a direct effect on customer satisfaction, which then directly influences library customer loyalty. However, service quality does not have significant direct effect on customer loyalty in a library service.
Research limitations/implications
The data collection using convenience sampling method causes the limitation of the research results in representing across all library users in the university library where the research was conducted. This study can be replicated with a larger sample size in order to examine the stability of the results in other contexts. In addition, future research can be carried out by involving other variables that may affect customer loyalty, i.e. perceived value, image, trust, and involvement.
Practical implications
The library customer loyalty is not guaranteed if library management only improves the quality of the library services. Furthermore, to achieve library customer loyalty, library management has to assure the library customer satisfaction. Thus, since many factors can influence library customer satisfaction, library management should improve not only library service quality, but also other aspects that influence library customer satisfaction, such as perceived price, situational factor, and personal factor.
Originality/value
Only a few empirical studies on customer loyalty were found in library service. More specifically, there is a lack of empirical studies that investigated the relationship between library customer loyalty, service quality, and customer satisfaction. This paper has addressed this gap in the literature.
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Sahar Hosseinikhah Choshaly and Marva Mirabolghasemi
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…
Abstract
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.
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The purpose was to measure the service quality of school library in Yogyakarta based on user perceptions using the Libqual +TM method that used three dimensional indicators;…
Abstract
Purpose
The purpose was to measure the service quality of school library in Yogyakarta based on user perceptions using the Libqual +TM method that used three dimensional indicators; affect of service, information control and library as place.
Design/methodology/approach
The researcher used a quantitative method to examine the perceived scores, minimum expectations and ideal expectations given by the users, which then resulted in the average Adequency Gap (AG) and superiority gap (SG) scores. Researchers collected data through observation and distributed questionnaires to 93 respondents who were students in Yogyakarta.
Findings
The study found that (1) affect of service dimension, the user is satisfied with the librarian being very polite to the user with an AG score of 0.58 and an SG of −0.1. (2) The information control dimension shows that users are satisfied with the ease of searching for information with an AG score of 0.53 and an SG of −0.44. (3) The library as place dimension, users are satisfied with the library space which is always clean with an AG score of 0.4 and an SG of −0.13.
Originality/value
This study broadens the view regarding the evaluation of school library services using certain methods so that they can be used to improve the quality of library services.
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Narges Neshat and Mozhdeh Dehghani
The purpose of this paper is to measure service quality in a national library from users’ views, based on gap analysis model by using the LibQUAL+™ tools.
Abstract
Purpose
The purpose of this paper is to measure service quality in a national library from users’ views, based on gap analysis model by using the LibQUAL+™ tools.
Design/methodology/approach
The study was done using a LibQUAL+™ survey. In this research, service quality has survived in three dimensions: Affect of Service, Information Control, and Library as Place in three levels – “minimum”, “perceived levels of services” and “desired level”. Statistical population of this research included all users (female and male) who use different parts of the National Library of Iran (NLAI) in the year 2010. Due to the high volume of population and time & budget restrictions, 332 people formed the sample size.
Findings
Findings showed that from users’ views, librarians could not meet minimum users’ expectations except in some cases. Library resource quality in perceived level of service is less than their expectations minimum. In other words, library resources could not meet minimum expectation and there are more gaps until desired level. Library as Place dimension has more quality than the two other dimensions, but NLAI place quality in perceived level is less than users’ expectation minimum. Of course there is a little gap with perceived level in this dimension.
Practical implications
The similarity in some results of LibQUAL+™ in academic libraries and national library implies that perhaps LibQUAL+™ tool is applicable for measuring library services in different type of libraries.
Originality/value
Using the LibQUAL+™ Survey has helped the national library in Iran to better serve its main user groups and showed that the translated and domesticated version of LibQUAL+™ can be reliably implemented in different type of libraries.
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Murtaza Ashiq, Shafiq Ur Rehman, Dilnaz Muneeb and Shakil Ahmad
This study aims to examine the publishing and citation trends on library service quality (LSQ) in the past five decades (1972–2020). Additionally, this bibliometric study…
Abstract
Purpose
This study aims to examine the publishing and citation trends on library service quality (LSQ) in the past five decades (1972–2020). Additionally, this bibliometric study investigates the top authors, countries, organizations, journals, nature of collaboration, highly cited articles and LSQ sub-areas.
Design/methodology/approach
Bibliometric analysis has been used to extract data from the Scopus and Web of Science (WOS) databases. A comprehensive search strategy was devised to extract relevant data from both data sources. Finally, 341 Scopus and 212 WOS records were selected. Data analysis has been performed using VOS viewer software, Biblioshiny, Cite Space and Excel.
Findings
It was found that a total of 443 items were published in Scopus (n = 341) and WOS (n = 212) during this period. The largest number of studies were published in the year 2019 (n = 29), and the USA was found to be the most productive country, with the most productive organizations, authors and author collaborations. The Texas A&M University in Texas, USA, had the top three most productive authors (Cook C, Thompson B and Heath F) and was the most productive organization. The Performance Measurement and Metrics Journal is on the top of the list. The single author was the prevailing authorship pattern, followed by the two-authors pattern. The most collaborating countries were identified as the UK, Japan, Spain and Bangladesh. The keyword analysis informed that the published literature on LSQ mainly concentrated on academic libraries, Therefore, there is a need further to examine other types of libraries including public, national, special libraries.
Originality/value
To the best of the knowledge, this seems to be the first comprehensive bibliometric study that combined productivity and citations, citation impact to present a holistic picture of the LSQ literature.
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S.M. Zabed Ahmed and Md. Zahid Hossain Shoeb
The purpose of this paper is to assess the psychometric validity of the LibQUAL+® instrument in a developing country context in Bangladesh.
Abstract
Purpose
The purpose of this paper is to assess the psychometric validity of the LibQUAL+® instrument in a developing country context in Bangladesh.
Design/methodology/approach
This study adopted a paper-version of the original LibQUAL 22 core-items to survey library users' perceptions of minimum, desired and perceived levels of service quality of university libraries in Bangladesh. The survey accumulated a total of 544 valid responses over a period of two weeks. The means and standard deviations for each service item were computed for the three service levels. The confirmatory factor analysis (CFA) was used to test the original three-factorial structure and to assess the psychometric validity of the LibQUAL instrument. A one-factor CFA and separate CFAs by gender and user group on perceived services were conducted to determine the original three-factor structure of LibQUAL scale. Exploratory factor analyses (EFAs) were also performed on the perceived scores to examine the potential factor structure of the scale. The descriptive statistics including EFAs and the CFA models were performed through IBM® SPSS® Statistics and IBM® SPSS® Amos, respectively.
Findings
The findings of this paper showed that all perceived services fell below the minimum scores. The confirmatory factor analyses found poor model fits for the original three-factor solution of the LibQUAL scale. The EFA results also showed no factorial structure similar to the original LibQUAL dimensions. The findings exhibited a low psychometric quality of LibQUAL in academic library settings in Bangladesh.
Originality/value
This study is the first of its kind to empirically examine the psychometric validity of the LibQUAL scale in a developing country perspective in Bangladesh.
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Md. Zahid Hossain Shoeb and S.M. Zabed Ahmed
The main aim of this paper is to examine the extent to which the major public university libraries in Bangladesh are meeting students' service expectations through analyzing…
Abstract
Purpose
The main aim of this paper is to examine the extent to which the major public university libraries in Bangladesh are meeting students' service expectations through analyzing LibQUAL+ core items.
Design/methodology/approach
The survey data were obtained from students using a paper version of the questionnaire consisting of LibQUAL+ core 22 service items at four top-ranked public universities in Bangladesh. Students rated the items on three service levels each using a nine-point scale: Minimum level, Desired level and Perceived Level. Descriptive statistics, i.e. mean and SD were obtained and service adequacy gap (SAG) scores between perceived and minimum levels were computed to see whether the libraries are meeting students' minimum expectation. Non-parametric Wilcoxon sign rank test was conducted to examine the differences between minimum and perceived scores. Finally, Mann–Whitney and Kruskal–Wallis tests were conducted to see the effect of students' demographic variables on their ratings on minimum and perceived scores.
Findings
The findings revealed that the service performances of major university libraries are lagging far behind from students' minimum expectation (minimum > perceived). There are significant differences between minimum and perceived scores. Significant differences are also found in students' gender, age and enrolment level concerning their ratings on minimum and perceived service levels.
Practical implications
The result of this study analyzes the service quality of major university libraries in Bangladesh. These findings can be used to identify the strengths and weaknesses of the library services.
Originality/value
LibQUAL+ has been used mostly in academic libraries in developed countries but this is for the first time a paper-version of the instrument was used in university libraries in Bangladesh.
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Qingkui Xi, Heng Zhao, Yitao Hu, Yunjuan Tong and Ping Bao
This study aims to describe case studies of two models, LibQUAL+ and a model based on the analytic hierarchy process (AHP), used to assess library service quality and compare the…
Abstract
Purpose
This study aims to describe case studies of two models, LibQUAL+ and a model based on the analytic hierarchy process (AHP), used to assess library service quality and compare the two assessment models.
Design/methodology/approach
First, an AHP-based evaluation model is set up to assess library service quality, following which the model is adapted to assess the service quality of Nanjing Agricultural University Library. Second, a modified LibQUAL+ model is created and implemented in the form of a questionnaire survey to assess the library service quality of the same library. Finally, the two assessment models are compared.
Findings
The results of the two case studies indicate that LibQUAL+ is suitable for assessing Chinese university libraries after modified, and the library AHP model is more suitable for comparing libraries in China between themselves.
Originality/value
This paper uses two methods for assessing library service quality; this should prove to be helpful for the librarians interested in assessing the service quality of Chinese university libraries.