Evaluation of the university library service quality: analysis through focus group interviews

2005 ◽  
Vol 6 (3) ◽  
pp. 183-193 ◽  
Author(s):  
Yoshinori Satoh ◽  
Haruki Nagata ◽  
Päivi Kytömäki ◽  
Sarah Gerrard
2016 ◽  
Vol 28 (6) ◽  
pp. 657-675 ◽  
Author(s):  
Yvonne Lagrosen ◽  
Stefan Lagrosen

Purpose The purpose of this study is to explore dimensions of customer perceptions of factors important for a quality experience in the SPA industry and to assess service quality implications for these dimensions. Design/methodology/approach The empirical study involved seven Swedish SPA hotels. The first part was qualitative, consisting of seven focus-group interviews with hotel guests. In addition, service providers’ perceptions of customer quality were collected through seven quality cafés. The qualitative parts were analysed with the constant comparative technique from the grounded theory approach. Based on the findings from the interviews, a questionnaire was delivered to 400 randomly accessed women. The responses were analysed with exploratory factor analysis and cluster analysis. Findings The focus-group interviews showed that the customers’ perception of quality could be expressed in the following dimensions: physical effects, mental effects, pleasure and flexibility. The dimensions for customer quality seen from the staff’s perspective were treatments, climate and the SPA facility itself. The exploratory factor analysis defined the following underlying factors: enjoyment, treatments, practicality, fitness, cost and calm. The cluster analysis resulted in four groups of customer profiles: the more of everything group, the enjoyers, the savers and the fitness freaks. Research limitations/implications A limitation is that the study has only been carried out in one country. The main implication for research is a better understanding of quality dimensions and perceptions of service quality in the SPA industry. Practical implications The study provides a comprehensive insight into the dimensions of quality for SPA visitors. Moreover, four distinct groups of customers have been identified. This knowledge should be useful for SPA managers. Originality/value Only limited amounts of research have previously been carried out in the SPA industry. The paper provides a framework depicting perceptions of quality dimensions in SPA hotels.


2021 ◽  
Vol 9 (1) ◽  
pp. 13-28
Author(s):  
Hilde Kjelsrud ◽  
Hilde Kjelsrud

The purpose of this article is to examine what driving teacher students think they learn from the learning activity pedagogical observation and what factors concerning this activity they think are important for their learning outcome. At a driving school connected to a university, driving teacher students give driving lessons to student drivers with a peer driving teacher student—a pedagogical observer—in the back seat. Focus group interviews involving eight driving teacher students were conducted to explore what they think they learn through pedagogical observation, and the data was analysed using thematic analysis. The focus group interviews revealed that driving teacher students think they (1) strengthen their driving teacher role, (2) strengthen their peer guidance role, (3) increase their subject knowledge (4) and learn to interact with student drivers. For this learning outcome to occur, driving teacher students point to these factors: 1) the need for a focused plan; 2) establishing a definite agreement; 3) having a committed attitude; 4) providing constructive feedback; and 5) possessing appropriate knowledge. This study contributes to the sparse research on cooperation among driving teacher students in the practical field at the university level. It shows that the learning activity of pedagogical observation enables driving teacher students to learn from each other during driving lessons as a two-way reciprocal learning activity.


2021 ◽  
Vol 162 (25) ◽  
pp. 978-987
Author(s):  
Nóra Faubl ◽  
Zsuzsanna Pótó ◽  
Erika Marek ◽  
Béla Birkás ◽  
Zsuzsanna Füzesi ◽  
...  

Összefoglaló. Bevezetés: A 21. századra a multikulturális társadalmi közegben az interkulturális tudás, mint készség, fokozott mértékben válik kulcskompetenciává. E társadalmi kompetencia elsajátításának egyik lehetséges területe a nemzetközi hallgatói mobilitás, mely világszerte, így hazánkban is, egyre nagyobb jelentőségű. Célkitűzés: Magyar és külföldi hallgatók körében folytatott vizsgálatunk fókuszában a beilleszkedési folyamatoknak, valamint az interkulturális kompetencia és érzékenység kialakulásának és fejlődésének vizsgálata állt, a Pécsre érkező mintegy 60 különböző kultúra, valamint a magyar befogadó közeg vonatkozásában egyaránt. Kutatásunk során többek között arra kerestünk választ, hogy az eredeti és a befogadó kultúra közötti különbségek mely területeken nyilvánulnak meg a leginkább, illetve egy másik kultúrához történő alkalmazkodás során milyen beilleszkedést lassító vagy támogató tényezők tárhatók fel. Módszer: Kutatásunkban kvantitatív és kvalitatív módszereket alkalmaztunk, önkitöltéses kérdőíves felmérés, valamint fókuszcsoportos interjúk formájában. A PTE ÁOK német, angol és magyar nyelvű általánosorvos-képzésében részt vevő hallgatókat a 2010 és 2018 közötti időszak tavaszi szemesztereiben saját fejlesztésű, anonim, önkéntesen kitölthető kérdőívvel kerestük meg (a kitöltött kérdőívek száma: n = 13 084 kérdőív). A kérdőíveket három tanévben hét, félig strukturált fókuszcsoportos interjúval egészítettük ki (n = 92 fő). Eredmények: A hazánkba érkező külföldi orvostanhallgatók számára a befogadó közeghez való alkalmazkodást tekintve a kapcsolódás elsősorban a szocializációs, nyelvi, kommunikációs különbségek miatt bizonyult kihívásnak. Megállapítható azonban, hogy a képzési idő előrehaladtával a különbözőségekből fakadó nehézségek csökkentek, így a hallgatók egyre inkább képessé váltak az etnorelatív irányba történő elmozdulásra, valamint a multikulturális közeg pozitív aspektusainak értékelésére. Következtetések: A multikulturális környezetben folytatott tanulmányok alatt a kultúraközi kapcsolódási pontok és együttműködések kialakulása és fejlődése lehetővé teszi és támogatja az interkulturális kompetencia elsajátítását, annak minden résztvevője számára, akár az egyetemi képzésen túlmutatóan, a későbbi orvosi pályát tekintve is. Orv Hetil. 2021; 162(25): 978–987. Summary. Introduction: In the increasingly multicultural social environment of the 21st century, intercultural knowledge as a social skill is gradually becoming a key competence. One of the possible areas of acquiring this competence is international student mobility, which is of increasing importance worldwide, including Hungary. Objective: The focus of our study was to examine integration processes and the development and improvement of intercultural competence and sensitivity among Hungarian and international students, both in relation to the approximately 60 different cultures arriving in Pécs and in relation to the Hungarian host environment. In the course of our research, we sought – among other factors – areas, in which the differences between the original and the host culture are the most prominent, and we aimed at identifying those factors that are slowing down or supporting the integration during the adaptation period to another culture. Method: In our research, we used both quantitative and qualitative methods, in the form of a self-administered questionnaire and focus group interviews. General medical students of the University of Pécs studying in the German-, English- and Hungarian-language programmes participated in the survey during the spring semesters of the academic years between 2010 and 2018. We used our self-developed questionnaires (number of completed questionnaires: n = 13 084), which were filled in on a voluntary basis and anonymity was ensured. The questionnaires were supplemented with seven semi-structured focus group interviews over three academic years (n = 92 students). Results: Regarding the adaptation to the host environment of foreign medical students studying in Hungary, relationship building arising from socialization, language and communication differences, proved to be a challenge. However, it can be stated that as the training time progressed, the difficulties arising from the differences decreased, so that the students gradually became more able to move towards an ethno-relative direction and evaluated the positive aspects of the multicultural environment. Conclusion: During studies in a multicultural university environment, the emergence and development of intercultural connections and collaborations enable and support the acquisition of intercultural competence for all of the students, which will be of great benefit for them, even beyond the university, in their future medical career. Orv Hetil. 2021; 162(25): 978–987.


Author(s):  
Eva Costiander-Huldén ◽  
Leena Järveläinen

In recent years, there has been a demand to include doctoral students and researchers in the curriculum for information literacy. Not only information search, but also the expertise of the librarians in scientific publishing, bibliometric analysis is demanded. As a result of the demand the two universities in Turku/Åbo have developed their research services. The libraries have also met for benchmarking and further cooperation is being discussed. 1.The implementation of three focus group interviews with 18 researchers at Åbo Akademi University The Focus Group survey methodology has its roots in social science qualitative research. It is widely used in the library world and is considered to be suitable particularly well for the evaluation and development of library services. The overall purpose with our interviews was to obtain feedback on how library users (in this case, researchers and graduate students) wish ÅAUL to develop its services to better meet their needs. Three group interviews were conducted, with 6-8 participators. The following questions were, among others, discussed in every session: How do the researchers perceive the library's role in their daily work? What is the starting point for retrieving information (e.g. The MetaLib portal, Google Scholar or other)? Is there a need for courses/more supervision in information search and reference management? Is there a need for tailored and integrated library services? As a result of the sessions and analysis of the group discussions a number of measures were proposed: Targeted teaching of subject-specific databases, more topic-specific sessions in the library portal and RefWorks. Compulsory information retrieval course for first year doctoral students. Information Weeks or "hands on" sessions on campus libraries. The library should participate more in workshops and seminars to increase their visibility and their services. The library should actively consider how to measure the impact and influence of such as the teaching of information retrieval and databases to better develop and monitor the results. More individual supervision and focus on the personal touch. The presentation will also discuss the pros and cons of the focus group method. 2.Transferable skills for researchers in Turku University Library (TUL) In Turku University Library the need for IL among doctoral students and researchers had also been recognized and when the University of Turku Graduate School (UTUGS) was established in 2011, the library immediately contacted the coordinator of UTUGS. Already in the first meeting both parties agreed that the first training of which the library would be responsible would take place in Spring 2012. The course blended well into the other transferable skills training of UTUGS. The IL course contents were then planned with the UTUGS Coordinator who had the best knowledge of what the PhD students would need from the library. E-resources, reference management, affiliation, plagiarism etc. were discussed and the first course description was written. One of the key elements was that other experts in the university were asked to lecture also. They covered subjects like ethics and plagiarism. For all three courses the library has asked for feedback and adjusted the content respectively. For the most part the feedback has been encouraging but there are still things to be done. Which are the interfaces with the other UTUGS courses? How can the course participants benefit more of the interdisciplinary groups they are studying in? Does the training have effect on the research the participants are doing? 3.Cooperation and benchmarking Since 2004, The Information Literacy Network of the Finnish Universities has coordinated further education and exchanges of experiences. Some of the members were appointed in 2012 to develop the recommendations of information literacy in universities and universities of applied sciences in Finland. The recommendations are now under consideration by the libraries and will be used in negotiations with the university administration to implement compulsory studies of information skills among doctoral students. On a local level, ÅAUL and TUL, as neighbouring libraries, have strengthen the exchange of ideas and experiences during the last years. As ÅAUL started with focus group surveys and abstracts before implementing information literacy courses, TUL started with customized courses for doctoral students last year. There have been fruitful, professional discussions and more elaborative benchmarking sessions between the libraries. Together the both libraries have also hosted the University Library of Gothenburg and arranged a two-day-long benchmarking seminar about research services.


2021 ◽  
Vol 21 (1) ◽  
pp. 197-216
Author(s):  
Zulkefli Abdul Rahim ◽  
Boo-HoVoon ◽  
Rasidah Mahdi

Business environment is highly competitive for food & beverage(F&B)industry due to the low entry barrier. In order to improve their financial performances, F&B manufacturers opt to offer contract manufacturing services (CMS).There is a formal relationship established between the service provider and the buyer. However, the impact of service quality on retaining the business relationship particularly has not been empirically investigated. To fill this gap, this study explores the determinants of contract manufacturing service quality (CMSQ) and the interrelationship between CMSQ, customer satisfaction and loyalty of the F&B CMSs’ customers in Malaysia. Four focus group interviews (28 participants) were held in this study and they comprised 12 contract manufacturers and 16 business customers. Three new dimensions were discovered from the focus group interviews; product development capability, Halal certification and outcome quality in addition to the SERVQUAL dimensions. Relevantinformation via structured questionnaires were collected via online survey and drop-off method. 146 usable questionnaires were analysed using partial least squares. The results indicate that CMSQ consists of eight dimensions namely empathy, assurance, reliability, responsiveness, tangibles, outcome quality, Halal certification and product development capability. The Empathy dimension is the most important dimension influencing customers’ decision to stay with the contract manufacturers.CMSQ was found to have a small effect size on loyalty while customer satisfaction largely influenced loyalty. The result implies that CMSQ is a complement in the formation of customer loyalty while customer satisfaction is a significant predictor of behavioural intention.The findings also provide empirical evidence that the contextual specific service quality is essential particularly for contract manufacturing in F&B.


EDIS ◽  
1969 ◽  
Vol 2003 (4) ◽  
Author(s):  
Wendy-Lin Bartels ◽  
Marshall Breeze ◽  
Nancy Peterson

This publication was produced by the Center for Natural Resources at the University of Florida. CNR 14 is part of a Program Summary Series. First published: 11/25/2002, Minor revision: March 2003.   


2019 ◽  
Vol 11 (1) ◽  
Author(s):  
Starr Roxanne Hiltz ◽  
Peter Shea ◽  
Eunhee Kim

What are the most significant factors that motivate and inhibit faculty with regard to teaching in online environments? And what are the specific kinds of experiences that underlie and explain the importance of these factors? One goal of this study was to add to the understanding of these issues, but the primary purpose of this study is determining how well these questions can be answered using the method of structured focus groups. This paper describes the methods and results of a pilot study conducted using four focus group interviews of faculty experienced in teaching using “Asynchronous Learning Networks” (ALN) at one university, and a single focus group at a second university in order to explore generalizability. For the university at which four group interviews were conducted, the rank orders of leading motivators and demotivators were quite consistent. Leading motivators include the flexibility allowed by being able to teach “anytime/anywhere;” better/more personal interaction and community building supported by the medium; the technical and creativity challenges offered by this mode of teaching; being able to reach more (and more diverse) students; and better course management. Major sources of dissatisfaction are more work, medium limitations, lack of adequate support and policies for teaching online, and the fact that the medium is not a good fit for some students. Very similar results were found through the replication focus group conducted at a different institution.


2017 ◽  
Vol 12 (22) ◽  
Author(s):  
Laura Louise Sarauw ◽  
Simon Madsen ◽  
Simon Madsen

In Greek mythology, the hero Odysseus receives a gift of the world’s wind in a carefully tied sack. Only one favorable tailwind was free to blow his ship safely home. But in the course of the night, the other winds are released with catastrophic consequences for Odysseus’ fleet, resulting in multiple wrecks. In the article we take the myth about Odysseus and the winds as a picture of students’ educational navigation after the Danish Study progress reform (2013). We show how the reform was initially characterized by an unambiguous belief that it is possible to tether and align the various motives and reasons for studying (winds), all while in practice the students translate the reform’s demand for quick completion in a number of unforeseeable ways. With the concept of “risk translation” we show how the students’ navigations is not just a question of fast completion, but also of protecting a number of often enjoyable, study activities, constituting  a good study life. The analysis in this article is built upon a country-wide questionnaire among approximately 4500 university students (2015), along with a series of focus group interviews with students at the University of Copenhagen (2013-2016).


2019 ◽  
Vol 14 (1) ◽  
Author(s):  
Starr Roxanne Hiltz ◽  
Peter Shea ◽  
Eunhee Kim

What are the most significant factors that motivate and inhibit faculty with regard to teaching in online environments? And what are the specific kinds of experiences that underlie and explain the importance of these factors? One goal of this study was to add to the understanding of these issues, but the primary purpose of this study is determining how well these questions can be answered using the method of structured focus groups. This paper describes the methods and results of a pilot study conducted using four focus group interviews of faculty experienced in teaching using “Asynchronous Learning Networks” (ALN) at one university, and a single focus group at a second university in order to explore generalizability. For the university at which four group interviews were conducted, the rank orders of leading motivators and demotivators were quite consistent. Leading motivators include the flexibility allowed by being able to teach “anytime/anywhere;” better/more personal interaction and community building supported by the medium; the technical and creativity challenges offered by this mode of teaching; being able to reach more (and more diverse) students; and better course management. Major sources of dissatisfaction are more work, medium limitations, lack of adequate support and policies for teaching online, and the fact that the medium is not a good fit for some students. Very similar results were found through the replication focus group conducted at a different institution.


2021 ◽  
Vol 7 (12) ◽  
pp. 71-106
Author(s):  
Rukiye Çorlu ◽  
Hakan Gülerce

The number of Syrian students in higher education in Turkey is increasing every year. In the 2019-2020 academic year, this number has reached 37,236. During this period, Harran University ranks first among 209 universities with 2,677 Syrian students, with the highest number of Syrian students studying in the university. One of the most fundamental facts inherent in migration is the human encounter experienced by the migrants and host communities. Both communities are affected by this encounter in various ways. In this study, social inclusion problems faced by Syrian asylum seeker higher education students throughout their education and daily life have been highlighted, and an evaluation has been made on the social experiences and problems faced by Syrian students studying at Harran University. For this purpose, two focus group meetings were held, each with six participants. The data obtained from focus group interviews were analyzed within the framework of various basic problems such as acceptance, social interaction, uncertainty, foreignness, stigmatization, and marginalization. The main problem of this study is that Syrian students have a high desire to participate in society and live together, but they continue to experience problems such as marginalization, exclusion, and deprivation of psycho-social support in different ways.


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