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.
Details
Keywords
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.
Details
Keywords
Social distancing and physical closure triggered by the Covid-19 pandemic put the libraries' viability under stress. Although the spread of the pandemic enacted a new normality…
Abstract
Purpose
Social distancing and physical closure triggered by the Covid-19 pandemic put the libraries' viability under stress. Although the spread of the pandemic enacted a new normality for library management, little is known about the ingredients that are needed in the recipe for increased libraries' attractiveness. The article addresses the current gap in the scientific knowledge, unveiling what libraries can do to thrive in the post-Covid-19 era.
Design/methodology/approach
Secondary data were collected from the census study accomplished in 2020 by the Italian Institute of Statistics on a large sample (n = 3,531) of libraries operating across Italy. Three regression models were run to obtain evidence of the factors affecting the capability of small-, medium- and large-sized libraries to attract users amidst the Covid-19 pandemic.
Findings
Digitization did not significantly add to the attractiveness of libraries. Users appreciated the enrichment of loan services: more specifically, enabling people to access loan services online boosted the libraries' attractiveness. Furthermore, virtual reading groups, online laboratories and social networking improved the libraries' ability to attract users. Medium-sized libraries involved in literacy promotion reported a larger number of users.
Practical implications
Libraries should reframe their encounter with the audience sticking to a cyber-physical perspective, exploiting digital tools to establish a continuous exchange with users and engage them in a service experience which is aimed at individual and collective empowerment.
Originality/value
The article advances the understanding of the new normality heralded by the Covid-19 pandemic. Moreover, it illuminates avenues for further development to shed light on the libraries' ability to thrive in the post-pandemic era.