Assessment of e-service quality performance of university libraries

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dharmendra Trivedi ◽  
Atul Bhatt ◽  
Mayank Trivedi ◽  
Pankajray Vinodchandra Patel
Keyword(s):  
Service Quality ◽  
Public Access ◽  
Sample Population ◽  
State University ◽  
University Libraries ◽  
Quality Performance ◽  
Internet Service ◽  
Content Type ◽  
Four Dimensions ◽  
University Library

Purpose This empirical study aims to measure the performance of electronic service quality and related infrastructure in a state university library and suggests the strategies for further improvement based on this study. Design/methodology/approach The data collection was done through a survey questionnaire based on the 22 attributes of four e-Service quality dimensions rated on five-point Likert scale. The sample population consisted of 239 respondents comprising of different categories of users of university library. Findings The results of this study indicated that all four dimensions rated by the users fell between mean score 3 to 4 (good), the highest score was received in dimension online public access catalogue (OPAC) and internet service with followed by Library website, Library electronic equipment’s and e-User education. Out of total 22 e-Service quality attributes, none of the attributes received score above 4 (excellent), which indicates that still university library need to improve the current performance of e-Service quality and to take remedial steps to enhance the existing e-services and infrastructure. Practical implications Findings from this study could assist university library authority to sustain and enhance performance of e-Services that could achieve the core journey of the modern university libraries. Originality/value This study was the first endeavour for measurement of the performance of e-Service quality and related infrastructure of federal university libraries in India.

Evaluation of electronic service infrastructures and quality of e-services in Nigerian academic libraries

2015 ◽  
Vol 33 (6) ◽  
pp. 1133-1149 ◽  
Author(s):  
Brendan E. Asogwa ◽  
Cyprian I. Ugwu ◽  
Ferdinand C. Ugwuanyi
Keyword(s):  
Academic Libraries ◽  
Service Performance ◽  
Public Access ◽  
Sample Population ◽  
Service Needs ◽  
University Libraries ◽  
Online Services ◽  
Content Type ◽  
Nigerian University

Purpose – The purpose of this paper is to evaluate the quality of online services in academic libraries in Nigeria. It seeks to assess the functionality of electronic infrastructures, to expose areas where the service needs of users are not adequately provided and to recommend solutions. Design/methodology/approach – The sample population was 210 staff and students who used electronic resources in Nigerian university libraries during the 2012-2013 academic session. A questionnaire was the main instrument for data collection. Modified WebQual four performance indicators were designed and used to measure: library equipment, library website, online public access catalogue (OPAC) and e-user education in the university libraries. The five-point service performance scale that ranged from very poor performance to excellent was used in measuring the views of the respondents. Findings – None of the indicators was rated excellent; six were rated good; nine were average; two and five indicators scored poor and very poor, respectively. Poor funding, intermittent power supply and weak telecommunication infrastructures were among the major impediments to online services in Nigerian universities. Through adequate funding and prudent management of library funds, online services in Nigerian university libraries could meet global standards. Practical implications – Results from this paper could guide library management on several concrete remedial actions to sustain e-service performance that could meet the missions and visions of contemporary academic libraries. Originality/value – This paper was the first to apply WebQual model in the evaluation of electronic performance quality of academic libraries in Nigeria.

Factors influencing collection development process at the University of Nairobi Library

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Grace Wambui Kamau ◽  
Aggrey Luyiya Elegwa
Keyword(s):  
Development Policy ◽  
Development Process ◽  
Research Output ◽  
Background Information ◽  
Collection Development ◽  
University Libraries ◽  
Content Type ◽  
University Library ◽  
Factors Influencing ◽  
The University

PurposeThe purpose of this study was to investigate the factors influencing the collection development process at the University of Nairobi library and suggest ways for improvement.Design/methodology/approachA qualitative approach was employed to collect, analyze and interpret data from collection development librarians at the University of Nairobi purposively selected. Data were collected through structured interviews and documentary review. Data were analyzed using content analysis and descriptive statistics.FindingsThe study established that the library has a written collection development policy which was revised in 2014 and is strictly adhered to. However, the policy has a gap on the role of faculty as stakeholders in the selection process. In addition, the criteria for selection are not explicitly stated. Findings also indicate that budget allocation, collection development policy, user demands, quality of staff, library consortium and the Public Procurement and Asset Disposal Act of 2015 influence the collection development process at the University of Nairobi Library.Research limitations/implicationsThe study was conducted in one public university library in Kenya. However, the findings may be applicable in similar university libraries in the country.Practical implicationsThe findings of this study may benefit students and faculty in the University of Nairobi from improved collection development process that would ensure that their information needs are met in a timely manner. This would lead to improved research output by students and faculty and ultimately improved research output by the university. University library management may also benefit in improving the collection development process, thereby making it more economical. The findings may also be useful in decision-making and policy development on matters pertaining to collection development at the University of Nairobi and other universities. Furthermore, the findings may be used by researchers to provide context and background information for future research on collection development in public universities locally and regionally.Originality/valueThis paper fulfills the need to make the collection development process in university libraries more efficient by proposing ways of addressing the challenges experienced.

scholarly journals A review of service quality and service delivery

2018 ◽  
Vol 24 (1) ◽  
pp. 295-328 ◽  
Author(s):  
Zyad M. Alzaydi ◽  
Ali Al-Hajla ◽  
Bang Nguyen ◽  
Chanaka Jayawardhena
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Design Methodology ◽  
Quality Measurement ◽  
Quality Performance ◽  
Content Type ◽  
Service Environment ◽  
Informal Controls ◽  
Customer Involvement ◽  
High Level

Purpose The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focussing on the inclusion of customer co-production and customer integration. Specifically, this paper concentrates on service quality (including quality measurement), the service environment, controls and their consequences. Design/methodology/approach A comprehensive review of the literature is conducted, analysed and presented. Findings The review shows that service delivery is both complex and challenging, particularly when considering the unique characteristics of services and the high level of customer involvement in their creation. The facilitation, transformation and usage framework identifies how failures can occur at each stage of service delivery, beginning with the characteristics of the service environment, while control theory offers insights into the formal and informal controls that may be applied in the facilitation and transformation stages, which may reduce the likelihood or extent of such failures. Originality/value Despite the fact that it is widely accepted that service quality is an antecedent to customer satisfaction, it is surprising that this customer co-creation aspect has been largely neglected in the extant literature. As such, the role that customer co-production plays in service quality performance has been examined in this paper. It is hoped that this examination will enhance both theoretical and practical understanding of service quality. It would be useful to find modern tools that can help in improving service quality performance.

Exploration of cloud computing practices in university libraries in Kenya

2016 ◽  
Vol 33 (9) ◽  
pp. 16-22 ◽  
Author(s):  
Elisha Ondieki Makori
Keyword(s):  
Cloud Computing ◽  
Document Analysis ◽  
Information Services ◽  
Economic Situation ◽  
University Libraries ◽  
Content Type ◽  
Academic Literature ◽  
University Library ◽  
Computing Paradigm ◽  
Goals And Objectives

Purpose Modern technological solutions are rapidly changing the information landscape in library and information establishments. One such innovative solution that is gaining momentum in information centers is cloud computing. The purpose of this paper is to explore and compare opportunities and challenges of “cloud computing paradigm” in handling and supporting delivery of information services in university libraries in the face of the present hard economic situation and limited financial budgets. Design/methodology/approach The study is based on current academic literature, document analysis, several editorials and articles on the potential and challenges of cloud computing paradigm in university library and information centers. Findings Cloud computing is proving as the best management practice of salvaging information services in university libraries due to numerous competing challenges and issues in institutions of higher education. University libraries in developing countries face many challenges of inadequate information infrastructure, limited financial budgets, manpower issues and rapid changes in technological systems. In the context of hard economic times, cloud computing is critical in adding value as well as advancing the goals and objectives of modern university libraries. Cloud computing is the “best technology practice” that is poised to play crucial roles in enhancing quality provision and delivery of information services in university library and information centers. There are many competing challenges and claims, but potential benefits count more. Research limitations/implications The study is based on the ideas of cloud services conceptualized from reading academic literature, document analysis, several editorials, articles and professional work experience. The paper identifies that cloud computing paradigm is useful in achieving the goals and objectives of university libraries in this hard economic situation facing institutions of higher learning. Practical implications The paper provides practical insights that cloud computing is the “must have technology” for modern university library and information centers already burdened with the demand to develop effective and efficient technological solutions due to subsequent changing needs of the digital information environment. This study is useful for university libraries, information professionals, information communication technology professionals and university management. Social implications Cloud computing paradigm provides university libraries with the business opportunity to use comprehensive technological solutions with reduced capital expenditure and safe methods of data storage. This eases the inconveniences normally caused by the need to develop and own such comprehensive technological solutions. Originality/value This research looks at the potential of the emerging trend of “cloud computing paradigm” in enhancing quality provision and delivery of information services in university library and information centers in the context of limited financial budgets. Cloud computing has been gaining momentum in Kenya, especially in business organizations as compared to library and information establishments.

Quantitative representation of perception and evaluation method for service quality in university library under 4-D space

2019 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jingyi Wang ◽  
Run Yuan ◽  
Hongwei Shi
Keyword(s):  
Service Quality ◽  
Evaluation System ◽  
Evaluation Methods ◽  
University Libraries ◽  
Library Service ◽  
Content Type ◽  
Foreign Countries ◽  
Library Evaluation ◽  
Evaluation Parameters

Purpose The purpose of this paper is to evaluate the service quality of university library more accurately and dynamically and improve the service efficiency of library. The paper realizes quantified representation of library service quality and overcomes the shortcoming of the traditional library evaluation system, which does not consider reader’s identity and cannot be evaluated separately. In addition, according to the function configuration of each department of library, a relation between library evaluation parameter and its organization structure is built. According to the evaluation results and the chain of relations, some suggestions for improving library service can be put forward; thus, it can improve the quality of library service and management efficiency. Design/methodology/approach In this paper, a four-dimensional (4-D) representation method is put forward to express four kinds of parameters, namely, the category of participants, the number of people evaluated, the rating level and the weight of parameters, which is expressed by chromaticity and a three-dimensional column coordinate space. Considering the existing evaluation methods such as LibQUAL+TM, the content of evaluation parameters, the grade of evaluation parameters and the weight of evaluation parameters are modified. Using the volume and the equivalent number of people under this evaluation system, the evaluation grade can be quantified and the total results can be evaluated quantitatively. Findings The evaluation model proposed in this paper is a 4-D system that is based on content parameters to evaluate the number of participants, score segments, evaluation content weights and reader information. It gives full consideration to the good advice of many scholars and combines the actual operation of domestic libraries. The situation effectively integrates successful experience abroad. Both the undergraduate and teacher sampling evaluation results and their analysis in this paper show the accuracy and credibility of the method. Originality/value Although the satisfaction index model has a good effect in foreign countries, taking into account that readers of university libraries in China are different from those in foreign countries in the evaluation methods of the tutorial, professional multi-level evaluation will produce greater errors in practical applications. The traditional four-level method based on Chinese education evaluation (excellent, good, pass and fail) has reached consensus among teachers and students in practical application, and it is easy to achieve consistency. Therefore, this paper also adopts four-level evaluation, that is, very satisfied, satisfied, generally satisfied and very dissatisfied. The embedded application will be able to perform dynamic evaluation and thus can be used in China. The evaluation of service quality in university libraries provides an effective new method.

Role of social networking platforms as tool for enhancing the service quality and purchase intention of customers in Islamic country

2019 ◽  
Vol 10 (3) ◽  
pp. 811-826 ◽  
Author(s):  
Muhammad Naeem
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Social Networking ◽  
Service Provider ◽  
Purchase Intention ◽  
Discussion Groups ◽  
Internet Service Provider ◽  
Level Of Service ◽  
Internet Service ◽  
Content Type

Purpose Customers are increasingly focused to find reviews, discussions and feedbacks on social media related to particular services in which they are interested. This paper aims to find which social networking platforms are more frequently used to provide reviews related to services, and based on these reviews, how service providing organizations can enhance the level of service quality and purchase intention of customers. Design/methodology/approach The research approach for this study is based on interpretivism assumptions and qualitative research design. The semi-structured and non-directive interviews were conducted to collect data from customers and marketing team of internet service provider and banking organization. These selected organizations have major shares in markets and a large number of customers. The participants were selected based on purposive sampling technique and their contribution in services-related discussion on social networking platforms. Findings Findings of this research highlighted that social networking platforms such as official Facebook page of selected service providing organizations, closed public discussion groups on Facebook, WhatsApp groups of family and friends and YouTube videos comment section are more frequently used to create service reviews and purchase intention of customers. Above all, results also reveal that customers are more frequently used Facebook discussion groups (public or private) for generating services reviews for selected bank and internet service provider. Research limitations/implications The effective and efficient use of these social networking platforms can enhance interactive communication, services reviews, feedbacks, intention to purchase, social influence, social trust and services quality. Furthermore, social media platforms required lower level of advertisement cost and offered huge amount of enquires, discussions, transactions, word of mouth, services stories and interactions of consumers. Originality/value There is rare research available on how and which social networking applications can enhance the level of service quality of services sector organizations especially in the context of Islamic countries. Most of the available literature has been investigated the link of social media and traditional marketing related constructs. This research is exploratory in nature because it investigates under-researched issue regarding the use of social networking applications to enhance the level of service quality and purchase intention of customers.

Assessment’s role in building student support to facilitate change

2018 ◽  
Vol 19 (2) ◽  
pp. 101-110 ◽  
Author(s):  
Susan Meredith Thompson
Keyword(s):  
California State University ◽  
Assessment Process ◽  
Significant Finding ◽  
State University ◽  
Student Government ◽  
Student Body ◽  
Content Type ◽  
University Library ◽  
University Funding ◽  
Library Resources

Purpose The California State University Library successfully improved its library’s hours, including introducing 24-hour access, thanks in part to an assessment process that helped the University Library to develop a partnership with the students. The paper aims to discuss this issue. Design/methodology/approach In order to understand the need for expanded operational hours, students’ were surveyed on their satisfaction with current library hours, suggestions on how best to meet their actual hour needs, and interest in 24-hour access. Efforts to solicit student input included involving the student government in promoting the survey and reviewing its results, a decision that later had a major impact on the success of the project. Findings The survey identified days with problematic hours and which hours student suggested changes to that would best fit most students’ needs. In response to the findings, the library immediately implemented incremental changes that fit within current library resources. The survey’s most significant finding was that 94 percent of students wanted 24-hour study in the library. Originality/value An unexpected benefit of the library making immediate, incremental changes was that students could see the results of their input and feel a sense of ownership. The findings also led to the library making 24-hour access a top priority. When university funding was not available, the university’s student government approached the library with a unique proposal to include funding for 24-hour library access in their proposed student fee increase. The student body showed its willingness to invest in the library by passing the fee increase. California State University San Marco’s library began 24/5 hours in Fall 2017.

Achieving customer loyalty through service excellence in internet industry

2014 ◽  
Vol 6 (4) ◽  
pp. 274-289 ◽  
Author(s):  
Paramaporn Thaichon ◽  
Antonio Lobo ◽  
Ann Mitsis
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Providers ◽  
Influential Factors ◽  
Information Support ◽  
High Tech ◽  
Internet Service ◽  
Content Type ◽  
Internet Industry ◽  
Service Information

Purpose – This paper aims to investigate the antecedents to attitudinal and behavioural loyalty of customers of Internet service providers (ISPs). In addition, this study endeavours to identify the relationship between overall service quality and cognitive as well as affective evaluations of customers. An assessment of service quality dimensions is also included to fill the void of research on modelling service quality in high tech services. Design/methodology/approach – The paper reviews the most cited articles on the topic published in academic journals with a view to identify dimensions that customers use to evaluate the quality of a service providers, and to determine loyalty formation through customer cognitive and affective evaluations in Internet industry. Findings – The exogenous constructs of the conceptual model include influential factors such as network quality, customer service, information support and security which make up the perception of overall service quality. The endogenous constructs include cognitive and affective determinants such as customers’ trust, satisfaction, commitment, value and resultants – attitudinal loyalty and behavioural loyalty. Originality/value – The study proposes that by enhancing service quality, firms can influence customers’ satisfaction, trust, commitment and value, and ultimately loyalty, which are critical for an ISP’s success and long-term sustainability. Moreover, applying the findings of this study, ISPs can strategise in making customers more central in their day to day operations, which would create competitive advantage for the companies.

Library information services in academic libraries of Azerbaijan: a comparative study

2019 ◽  
Vol 40 (6/7) ◽  
pp. 461-477
Author(s):  
Khalil Ismayilov ◽  
Nadir Ismayilov ◽  
Vafa Mammadova
Keyword(s):  
Comparative Study ◽  
Academic Libraries ◽  
Personal Communication ◽  
Information Services ◽  
Annual Reports ◽  
Library Services ◽  
Technical Equipment ◽  
State University ◽  
Content Type ◽  
University Library

Purpose The purpose of this paper is to comparatively study the library and information services provided by three academic libraries – Baku State University Scientific Library, ADA University Library and Information Services and Khazar University Library and Information Center – located in Baku, Azerbaijan. Various types of library services are examined in terms of funding, acquisition and technical equipment support issues. Also, different subordination conditions (public/private) of the universities help to better understand the current position of academic libraries in different entities. Design/methodology/approach Most part of the conveyed information was obtained through review of related literature, libraries’ annual reports and personal communication with the directors of the academic libraries, to look for similarities and differences in provided library and information services. The results of the study are comparatively described through multiple tables and charts. Findings For improving services it is necessary to develop paid forms of library and information services, maintain various training possibilities for library staff in modern librarianship areas, increase the variety and number of public and outreach activities. Research limitations/implications As the findings of the paper suggest new forms of library services and activities, it is necessary to continue the topic in further studies to develop practical methods and applications for local library conditions. Originality/value The paper can be accepted as the first comparative study of the library information services in academic libraries of Azerbaijan, which gives general overview and analysis of separate service ranges and types. The researchers interested in Azerbaijani librarianship may find it practical.

Relationships among lean, service quality expectation and performance in hospitals

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Assadej Vanichchinchai
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Measurement Instruments ◽  
Quality Performance ◽  
Content Type ◽  
Confirmatory Factor ◽  
Outpatient Departments ◽  
And Performance ◽  
Positive Direct

Purpose The purpose of this study is to investigate the links between lean, service quality expectation (SQE) and service quality performance (SQP) in outpatient departments (OPD). Design/methodology/approach The measurement instruments were developed from a comprehensive literature review, then verified by experts and confirmatory factor analysis. Multiple responses were applied to improve the reliability of data obtained from 220 Thai hospitals. The hypotheses were tested with linear regression and path analysis of structural equation modeling. Findings It was found that lean has significant positive impacts on all SQP dimensions (i.e. tangibility, reliability, responsiveness, assurance and empathy) and on overall SQP. SQE has significant positive direct effects on lean and SQP, and has a significant positive indirect effect on SQP through lean. Originality/value This is one of the first examples of research to present insights into the relationships between lean, SQE and SQP in OPD.

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