Case studies and comparison between two models for assessing library service quality

2018 ◽  
Vol 36 (6) ◽  
pp. 1099-1113 ◽  
Author(s):  
Qingkui Xi ◽  
Heng Zhao ◽  
Yitao Hu ◽  
Yunjuan Tong ◽  
Ping Bao
Keyword(s):  
Service Quality ◽  
Case Studies ◽  
Evaluation Model ◽  
University Libraries ◽  
Library Service ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Chinese University ◽  
Set Up

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.

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.

Evaluating library service quality of University of Kashmir: a LibQUAL+ survey

2019 ◽  
Vol 20 (1) ◽  
pp. 60-71 ◽  
Author(s):  
Anil Kumar ◽  
Preeti Mahajan
Keyword(s):  
Service Quality ◽  
Information Control ◽  
University Libraries ◽  
Library Service ◽  
Content Type ◽  
Library Users ◽  
Zone Of Tolerance ◽  
Library As Place ◽  
Model Approach

Purpose The purpose of this paper is to evaluate the library service quality (LSQ) of University of Kashmir from the users’ perspectives based on the LibQUAL+ model approach. Design/methodology/approach The survey used the LibQUAL+ model to evaluate service quality (SQ) of Allama Iqbal Library (AIL), University of Kashmir, Srinagar (India). The data were collected from library users by administering the LibQUAL+ questionnaire in a printed format. Findings It has been revealed that AIL has succeeded in satisfying the minimum expectations of its users but could not meet the customers’ desired expectations that make them delighted. Library as Place (LP) and Information Control (IC) are the most satisfied dimensions of SQ of AIL, whereas Affect of Service (AS) is the least satisfied dimension. LP is the most desired dimension amongst LibQUAL+ dimensions. All LibQUAL+ items were found to be lying inside the zone of tolerance (ZoT). Further, “Library is secure and peaceful place for study, learning and research” (LP-21) was found as most important service item as per users’ desired expectations, while “Library staff shows dependability in handling users’ service problems” (AS-9) is marked as the least desired item. Originality/value Only a few studies have been carried out to evaluate the SQ of Indian university libraries as far as the LibQUAL+ model is concerned. Therefore, the findings of present survey will help to understand how far library has reached in satisfying users’ expectations as well as the areas or dimensions where it needs to improve.

A grey STA-GERT quality evaluation model for complex products based on manufacture-service dual-network

2014 ◽  
Vol 4 (2) ◽  
pp. 195-206 ◽  
Author(s):  
Ruiting Xu ◽  
Zhigeng Fang ◽  
Jinyu Sun
Keyword(s):  
Evaluation Model ◽  
Estimation Method ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Complex Products ◽  
Reasonable Approach ◽  
Estimate Quality ◽  
Grey Number ◽  
Hierarchy Process

Purpose – The purpose of this paper is to find out a scientific method to evaluate quality of complex products, whose quality is different from general products. Design/methodology/approach – Based on interval grey number theory, reliability analysis method and stochastic network theory, authors have established grey success tree analysis-graph evaluation and review technique (GSTA-GERT) model in this paper. Findings – Comparing complex products and general products, authors have found that complex products have two characters, i.e. quality of manufacture and quality of service. Furthermore, this paper has proved the GSTA-GERT model is a scientific and reasonable approach to estimate quality of complex products from the sight of manufacture-service network. Originality/value – This paper has established GSTA-GERT model, which surmounts the defect of traditional estimation method, such as lacking logic analysis in the method of analytic hierarchy process.

scholarly journals Evaluation of Teaching Quality of College Physical Education Based on Analytic Hierarchy Process

2020 ◽  
Vol 15 (10) ◽  
pp. 86
Author(s):  
Ke Han
Keyword(s):  
Quality Evaluation ◽  
Evaluation Model ◽  
Teaching Quality ◽  
Grey System ◽  
Analytic Hierarchy ◽  
Evaluation Systems ◽  
Evaluation Of Teaching ◽  
Set Up ◽  
Hierarchy Process

There are many difficulties in the evaluation of the teaching quality of phys-ical education (PE) in colleges: the evaluation factors are complicated, the evaluation systems are incomplete, and the evaluation methods are not com-prehensive enough. To overcome these difficulties, this paper introduces an-alytic hierarchy process (AHP) to the evaluation of PE teaching quality in colleges. Firstly, the authors identified the influencing factors of PE teaching in colleges today. Next, an index system was established for the evaluation, and an evaluation model was set up based on the AHP and grey system theo-ry (GST). Finally, our method was proved feasible through example analysis. The research results provide new insights on the application of state-of-the-art theories in quality evaluation of higher education.

Promoting ILL/DD within the Jiangsu Academic Library & Information System in China by small consortia

2015 ◽  
Vol 43 (4) ◽  
pp. 182-188 ◽  
Author(s):  
Qingkui Xi ◽  
Qian Zhang ◽  
Feng Ni ◽  
Guiting Cha ◽  
Ping Bao
Keyword(s):  
Information System ◽  
Service Quality ◽  
Resource Sharing ◽  
Academic Library ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Document Delivery ◽  
Work Effectiveness ◽  
Hierarchy Process

Purpose – This paper aims to describe and analyse the interlibrary loan and document delivery (ILL/DD) in university libraries in Jiangsu Province, China, and to evaluate the service quality of one library as an example of how to improve. Design/methodology/approach – This paper first describes the ILL/DD of the Jiangsu Academic Library & Information System (JALIS). It then provides an analysis of the problems in JALIS ILL/DD and gives some suggestions for improvement. Finally, it evaluates the service quality of one library’s ILL/DD based on the analytic hierarchy process (AHP). Findings – It is found that JALIS ILL/DD can be done better via small consortia and discipline centres, and that AHP can be used to evaluate the service quality of a library’s ILL/DD. Social implications – More patrons can access better service, and the work effectiveness of librarians can be improved. Originality/value – This paper is helpful to librarians interested in ILL/DD or resource sharing in China.

Mobile phone library service: seat management system based on WeChat

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yan Liu ◽  
Hui Ye ◽  
Hua Sun
Keyword(s):  
Mobile Phone ◽  
Management System ◽  
University Libraries ◽  
Library Service ◽  
Content Type ◽  
Quantitative And Qualitative Research ◽  
Mobility Service ◽  
Chinese University ◽  
Personalized Mobility ◽  
Students Satisfaction

PurposeThis paper proposes a systematic method to manage students to use limited seat resources in Chinese university libraries, with the aid of mobile phone app, at the same time, its use is being investigated.Design/methodology/approachUse mixed research methods, quantitative and qualitative research. Through observation, questionnaire and interview to achieve research purpose. The survey was conducted in the library of Nanjing agricultural university.FindingsThe result shows system can offer convenient, accurate, more personalized, mobility service to each user. Actual average seat usage rate is over 51.7% in a day, most of users are satisfied with the seat management system, students' satisfaction degree are 94.8%. It is also an extension of mobile phone library service.Originality/valueSeat management system innovate traditional people-oriented service mode of study room into smart, readers can browse usage information of seats anytime and anywhere, get what they want, service become fast and convenient. In period of COVID-19, the seat system also plays an important role, it is easy for librarians to control the number of students to enter, the trajectory of readers in the library can be tracked and the possible epidemic risk can be accurately prevented and controlled.

Service quality benchmarking of amusement parks using a hybrid approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ajith Tom James
Keyword(s):  
Service Quality ◽  
Hybrid Approach ◽  
Quality Attributes ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Tourist Destinations ◽  
Amusement Parks ◽  
Order Preference ◽  
Topsis Technique

PurposeThe purpose of this paper is to develop a framework for benchmarking the service quality of amusement parks.Design/methodology/approachA hybrid approach, which is a combination of AHP (analytic hierarchy process) and TOPSIS (Technique for Order Preference by Similarity to Ideal Solution), is applied for service quality benchmarking.FindingsAmusement parks are centers of attraction at various tourist destinations across the world. Their service quality is constituted by the attainment of certain quality attributes that varies with different parks. For sustaining in the industry, the managers of the parks need to have a good overview of the practices followed by them and their competitors that necessitate benchmarking of the service quality.Practical implicationsThe developed framework using the hybrid methodology of AHP and TOPSIS can be applied for comparing different amusement parks based on quality attributes, which will help the organizers in improving their service quality.Originality/valueThe paper identifies various service quality attributes of amusement parks and an evaluation scheme for those attributes had been developed. Based on these, a framework had been developed for benchmarking of service quality of different amusement parks.

Prioritising theme park service quality in Islamic contexts: an analytic hierarchy process approach

2020 ◽  
Vol 14 (2) ◽  
pp. 225-237
Author(s):  
Lamya Lari ◽  
Fauzia Jabeen ◽  
Shilpa Iyanna
Keyword(s):  
Service Quality ◽  
Cultural Context ◽  
Theme Park ◽  
Theme Parks ◽  
Analytic Hierarchy ◽  
Content Type ◽  
Park Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose This study aims to develop a framework to identify, categorise and prioritise the dimensions of service quality in theme parks in an Islamic cultural context. Design/methodology/approach An extensive literature review was conducted to identify service quality dimensions in theme parks in an Islamic cultural context, and a survey tool was used to explore visitors’ opinions of the most important dimensions and sub-dimensions. An analytic hierarchy process was used to prioritise the main criteria and sub-criteria of dimensions of theme park service quality in the United Arab Emirates (UAE). The study identified four main criteria and 24 sub-criteria of service quality for the theme park industry from an Islamic perspective. Findings Consumables quality and physical environment quality were the top priorities under the main criteria. Availability of halal food was the most important sub-criteria of service quality in theme parks in the UAE, followed by price of food and beverages and staff attitude and behaviour in equal second place, and then quality of food and beverages and quality of facilities, again with equal scores. Research limitations/implications The study focused on tourists visiting an emerging country, and the results therefore cannot be generalised to other cultural contexts. This study has developed a comprehensive model of theme park service quality using a hierarchical method. This included both general and Islamic service quality dimensions. This study, therefore, contributes to the “Islamic tourism” literature by identifying the importance of Islamic attributes in evaluating service quality of theme parks in Islamic countries. Practical implications The outcome of the study will provide local and international theme parks with explicit ideas about the service quality dimensions that are important in an Islamic cultural context. This will help them to prioritise the critical service quality dimensions, and eventually contribute to the successful management of theme parks. Originality/value This study offers new insights into the dimensions of service quality of theme parks in an Islamic cultural context.

A meta-analysis of service quality of Iranian university libraries based on the LibQUAL model

2018 ◽  
Vol 19 (3) ◽  
pp. 186-202 ◽  
Author(s):  
Aboozar Ramezani ◽  
Seyed Javad Ghazimirsaeed ◽  
Fereydoon Azadeh ◽  
Mohammad Esmaeilpour Bandboni ◽  
Mohammad Hossein YektaKooshali
Keyword(s):  
Systematic Review ◽  
Service Quality ◽  
Meta Analysis ◽  
Total Sample ◽  
Three Dimensions ◽  
Information Control ◽  
University Libraries ◽  
Content Type ◽  
Geographical Regions

Purpose The purpose of this paper is to assess the quality of Iranian university libraries. Design/methodology/approach This first systematic review and meta-analysis were based on the PRISMA guidelines by searching in national and international databases from 2003 to January 2017 with standard Persian and English keywords. Data searching, extracting and quality appraising were completed by two researchers, independently. Any unexpected documents were assessed by a third expert researcher. Data were extracted in accordance with the “Strength of the Reporting of Observational Studies in Epidemiology” checklist after the final selection of appraised documents. Random effects size based on Cochrane test and I2 were used for combining the obtained results from different studies together by considering the heterogeneity of studies. Findings Based on the meta-analysis conducted in 25 (6.42 percent) included studies, the total sample size was estimated. According to three dimensions of LibQUAL, findings of current information control, affect of service and the library as a place were estimated as 5.37 [CI95%: 5.02, 5.73], 6.91 [CI95%: 5.56, 6.26], and 5.46 percent [CI95%: 5.2, 5.73], respectively. Also, mean of service adequacy and superiority gap are equal to 0.07 [CI95%: −0.22, 0.36] and −2.06 [CI95%: −2.89, −1.23], respectively. There was a significant correlation between three dimensions of service quality and service superiority gap of LibQUAL and geographical regions of Iran (p<0.01). Also, a significant correlation was found between the gaps of services and three aspects of LibQUAL model and published years through a meta-regression test (p<0.01). Practical implications The results obtained from the present study showed that users are relatively satisfied with the quality of services provided by Iranian university libraries. An improvement in the quality of library services can promote the scientific level of universities. Originality/value The results of the present systematic review and meta-analysis study demonstrate a vital connection between primary research studies and decision-making for policymakers in Iranian university libraries to increase quality services.

Research on user needs for mobile information services in Chinese university libraries

2016 ◽  
Vol 34 (4) ◽  
pp. 617-635 ◽  
Author(s):  
Yang Zhao ◽  
Shengli Deng ◽  
Ting Gao ◽  
Ruoxin Zhou
Keyword(s):  
Information Content ◽  
Mobile Services ◽  
Information Services ◽  
User Needs ◽  
University Libraries ◽  
Content Type ◽  
Mobile Information ◽  
User Groups ◽  
Mobile Information Services

Purpose This paper aims to investigate the service demand of existing users and potential users for mobile information services provided by university libraries in China. The primary objective is to explore the impact of user experience on user needs, which is conducted by a comparison between two user groups over their needs from three aspects – service function, service mode and information content. Design/methodology/approach Data were collected from 353 library users from ten Chinese universities via questionnaires. Based on the user needs model, three dimensions of user needs were established for mobile information services and 26 measurement items were generated through a review of the literature. Furthermore, based on frequency analysis, independent samples t-test and the calculation of need rate, the demand differences in mobile information services between existing and potential users were explored. Findings Significant differences existed in the needs for service functions and service modes of mobile information services between existing users and potential users. Existing users cared more about such characteristics as intelligence, personalization and the variety of mobile services. Potential users, in contrast, concerned themselves more with the usability of mobile services and similarity to traditional information services. These two user groups showed little difference in the needs for information content, as they both have strict requirements for specialty, richness in and quality of information resources in mobile network environments. Originality/value Previous research on user needs for mobile libraries services has been primarily conducted from the perspectives of existing users. This study, however, compared the needs of existing and potential users based on their previous experiences, which can help libraries to know better what their users need and improve the quality of mobile information services to meet those needs. This can also make existing users more willing to use the services and cultivate the usage habits of potential users at the same time.

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