Users' perceived level of service at the African Union Court on Human and Peoples' Rights library in Arusha, Tanzania

2020 ◽  
Vol 41 (6/7) ◽  
pp. 531-543 ◽  
Author(s):  
Fidelis Mutisya ◽  
Omwoyo Bosire Onyancha
Keyword(s):  
Service Quality ◽  
Target Population ◽  
Level Of Service ◽  
Library Services ◽  
African Union ◽  
General Will ◽  
Content Type ◽  
Library Users ◽  
Quality Assessment Study

PurposeThe study examined users' perceived level of service at the African Union Court on Human and Peoples' Rights (AUCHPR) library in Arusha, Tanzania.Design/methodology/approachThe 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.FindingsThe 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/implicationsThis 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 implicationsThe 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/valueWhile 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.

Gap assessment and comparison of the quality of services between central libraries of the University of Tehran and Allameh Tabataba'i University

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Leila Jabbari ◽  
Ali Jalali Dizaji ◽  
Mila Malekolkalami
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
User Satisfaction ◽  
Survey Method ◽  
Quality Of Services ◽  
Level Of Service ◽  
Minimum Level ◽  
Content Type ◽  
The University

PurposeThe purpose of this study is to measure the gap and compare the quality of services provided by the Central Library of the University of Tehran and Allameh Tabataba'i University and identify the components of service that need improvement in these libraries.Design/methodology/approachIn this study, a descriptive survey method is used for data collection. The study sample contains 205 people selected out of 31,000 members of Tehran University and 100 people out of 15,000 members at Allameh Tabataba'i University. The LibQual tool is used to measure different levels of users' perceptions of library service quality.FindingsBased on the findings of the study, the level of service received at the University of Tehran was higher than the minimum expected level, and at Allameh Tabataba'i University, the level of service received was lower than the minimum level of expected, which indicates users' satisfaction at this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University. In the index of information control and library as a place in Tehran University, the level of service received was higher than the minimum level and in Allameh Tabataba'i University, the level of service received was lower than the minimum level, which indicates the satisfaction of users in this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University.Practical implicationsService quality, or quality of service, is the measurement and comparison of the size of service provided with users' expectations. The following principles illustrate the dimensions of service quality: Quality of service is much more difficult to measure than the quality of goods. The quality of service is based on users' expectations. Quality of service varies in status, meaning that the quality of a service is measured against the customer's initial expectations of that service (Parasuraman et al., 1985).Originality/valueBeing the first performance evaluation, community synchronization, economic justification, user satisfaction and customer orientation are the values of the present study.

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.

Quest for quality

2019 ◽  
Vol 21 (1) ◽  
pp. 1-17 ◽  
Author(s):  
Dharmendra Trivedi ◽  
Atul Bhatt
Keyword(s):  
Information Science ◽  
Survey Methodology ◽  
Library And Information Science ◽  
Library Services ◽  
Content Type ◽  
Library Users ◽  
User Expectations ◽  
Service Gap ◽  
Very High

Purpose The purpose of this paper is to assess the expectation and perception of the users of a library of reputed special academic institute in India on quality of library services. The paper is an effort to identify a service gap within five SERVQUAL dimensions rated by the library users. Design/methodology/approach The study was conducted through a survey methodology. The survey was implemented through a questionnaire based on five SERVQUAL dimensions. The data were collected by using 22 attributes of SERVQUAL for user expectations and perceptions of special academic institute library, and the gap score between expectation and perception of users was calculated. Based on the expectation mean score and gap score of each attributes, the researchers have identified the service shortfall in five SERVQUAL dimensions. Findings The result of the study indicates that there is an overall service quality (SQ) gap in services provided by institute library. However, the library is providing relatively satisfactory services to the faculty, but it needs to enhance up to the expectation level of its services to their registered participants. From the study, the average expectation score is very high and it indicates that users expect more from the institute library, particularly in Reliability and Tangibles dimensions. Out of the total 22 SERVQUAL attributes, the result reflects that 10 SERVQUAL attributes have high expectation and high service gap. Originality/value This paper will assist libraries to improve their library services, particularly in special academic training libraries. Determining SQ has been originated from marketing discipline that has progressively shown its value in the discipline of library and information science profession. This study contributes to the emergent body associated with SQ measures in libraries. Expectation-service gap chart and expectation-service gap grid are the major contribution and rarely found in SERVQUAL literature.

scholarly journals ANALISIS KUALITAS LAYANAN PERPUSTAKAAN FAKULTAS PERTANIAN UNIVERSITAS PADJADJARAN DENGAN MENGGUNAKAN METODE LIBQUAL+TM

2019 ◽  
Vol 6 (2) ◽  
pp. 39-49
Author(s):  
Surya Yoga Laksana ◽  
Tine Silvana Rachmawati ◽  
Andri Yanto
Keyword(s):  
Service Quality ◽  
Survey Method ◽  
Level Of Service ◽  
Library Services ◽  
Information Control ◽  
Service Information ◽  
Library As Place ◽  
Descriptive Survey ◽  
Research Show

The purpose of the research is to analyze and determine the level of service quality of FAPERTA Library (Faculty of Agriculture) Padjadjaran University. The research method used in this research is descriptive survey method with a quantitative approach. The research instrument used to measure the level of service quality of FAPERTA Library of Padjadjaran University is LibQual+TM method. LibQual+TM method is a method that measures the level of service quality of a library based on three main dimensions are Affect of Service, Information Control, and Library as Place. The LibQual+TM method and perceived score, find out the service quality of Faculty of Agriculture Library, there is a gap between minimum expectation and actual (desired) expectation. Data collection of this research done by distributing questionnaires, observation, and interview. The results of the research show the quality of FAPERTA Unpad Library services for each measurement dimension LibQual+TM shows the service quality of FAPERTA Unpad Library is unpleasant. It indicates a lower user perception of what he or she is keeping before visiting the library.

Service quality of library front desk staff in medical colleges of Lahore

2015 ◽  
Vol 36 (1/2) ◽  
pp. 12-22 ◽  
Author(s):  
Waqar Ahmed ◽  
Muhammad Shahid Soroya ◽  
Ghulam Fareed Malik
Keyword(s):  
Service Quality ◽  
Content Type ◽  
Five Dimensions ◽  
Medical College ◽  
Perceived Values ◽  
Library Users ◽  
Front Desk ◽  
The Difference ◽  
Medical Colleges

Purpose – The purpose of this paper is to study of services of front desk staff using SERVQUAL aims to measure the perception and expectations of the library users. The librarians, keeping in view the expectations will get an idea that how much the services should be improved while the users will have an idea that what they want, and what are they provided with. In additions, the difference between the perception and expectations of the male library users and female library users is explored to give an idea to the librarians that what dimension of the services they need to explore. Design/methodology/approach – Quantitative research method was used to conduct this study. The SERVQUAL instrument was used to measure the levels of perception and expectation through a structured questionnaire at the five points Likert scale. The tool was used with the permission of the author Berry et al. (1985). All the libraries of affiliated medical college with the University of Health Sciences were the population for this study. Through random sampling technique, 20 questionnaires per medical colleges were filled by the students of medical colleges. In total, 202 questionnaires returned and were analyzed after data entry in Statistical Package for Social Science version 19. Findings – Mean of the total respondents indicate that the improvement in all the five dimensions of the service quality is required as the expectations found to be higher in all the five dimensions as compared to the perceptions. Perceived values are higher among female library users, so the library front desk staff requires increasing the perceived values of male users through improving their services to male library users. While comparing the expectations between male and female users, the results indicate that male library users want more responsiveness and reliability from the staff. Research limitations/implications – This study measures the perceptions and expectations of the student library users of the medical college affiliated with University of Health Sciences, Lahore. Only main libraries excluding the small departmental libraries are included in this study. This study can be generalized in other private medical colleges as well as other researchers can study further in their own environment. Practical implications – The results indicate that the expectations are higher. Keeping in view, the librarians will work to meet the expectations of the users. The expectation of the female users are higher in tangibility and empathy dimensions, while the male users expect more in reliability, responsiveness and assurance dimensions. In short, all the results showed that the expectations were higher than the perceptions. Keeping this study in view, the librarians can improve their weak areas of front desk staff services to meet the expectations of the users. Originality/value – It is the first study of its type to measure the service quality of front desk staff. The service quality of front desk staff is never been measured in medical colleges using SERVQUAL in Lahore. The results of this study provide the guidelines to satisfy library users. The difference between the perception and expectations provides librarians and library managers with a road map to develop the service quality of front desk staff to meet the expectation level of the user’s for their satisfaction. This study can be generalized to the medical colleges other than Lahore.

Analisis Kualitas Pelayanan Dalam Pelaksanaan Tera Dan Tera Ulang Alat Ukur, Timbang, Takar Dan Perlengkapannya (UTTP) Pada Bidang Perdagangan Dinas Koperasi, Perindustrian Dan Perdagangan Kabupaten Pacitan

2016 ◽  
Vol 3 (2) ◽  
pp. 159-173
Author(s):  
Susi Minarsih ◽  
Ary Sutrischastini
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Level Of Service ◽  
Research Use ◽  
Validity And Reliability ◽  
Analysis Instrument ◽  
Service Execution ◽  
Traditional Market ◽  
Convenience Sampling

The aims of this study are to measure the level of service quality and how to improve the quality of service execution in re-measurement tera and tera of UTTP in Commerce On duty Co-Operation, Industrial and Commerce Of Sub-Province of Pacitan. This research’s object is traditional market of Minulyo Pacitan as mains market in Sub-Province of Pacitan with 100 perpetrator people of sample as user/owner of UTTP (ukur,timbang, takar, dan perlengkapannya) with method intake of sampel by Convenience Sampling. The technique of collecting data uses questionnaires and direct interview. This research use qualitative analysis instrument test of validity and reliability to know valid or not and reliabel or not about the questions of questionnaire. Then, this research was done with Servqual method as instrument to do measurement of service quality. The measurement of service quality in Servqual method pursuant to five service dimension that is tangibles, responsiveness, realibility, assurance, and empathy. This research will be measured of gap 5 that is difference among performance and its expectation. Ad for yielded gap from a enumeration of Servqual 5 gap, -146 progressively lower him mount the quality of given service activities. Therefore, its needs the existence of priority repair of service quality, in this case is service of remeasurement tera and tera of UTTP at biggest difference or gap that is at variable of Responsiveness ( Energy Listen carefully) and attribute that has smallest difference that is – 0.44 at dimension question of variable of Tangibles ( Evidence Physical). Keyword: Quality Of Service, Method of Service Quality.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Tabungan Britama Pada Bank BRI Cabang Fatmawati

Liquidity ◽  
2018 ◽  
Vol 1 (1) ◽  
pp. 72-80
Author(s):  
Viva Faronika ◽  
Asriyal Asriyal
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Acceptable Level ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
Service Policies ◽  
Improve Service Quality ◽  
Relationship Of

If the customer is greater than acceptable level of service, the cutomer is not satisfied. Conversely, if an acceptable level of service greater than the expectations of customers, the customer will be satisfied. This means that if Bank BRI branch Fatmawati can improve service quality to its customer it will affect the level of satisfaction. In this research found evidence that, in terms of the creation of quality services, Bank BRI branch Fatmawati is one of the branches that participate to implement the established policies and service in accordance with the exiting service standard in the banking world. Amount of influence the determination of quality of service policies applied by the Bank BRI branch Fatmawati indicated by r2. r2 value only 45 % and the rest 55 % influenced by other variables not studied. Meanwhile, the variable relationship of service quality to customer satisfaction can be seen from the values r = 0,67. This shows the value of the correlation coefficient between the variables of service quality to customer satisfaction. This means there are strong relationships between the independent variable X (quality of service) to the dependent variable Y (customer satisfaction). Since r = 0,67 (67 %) greater then 50 %.

User Expectations and Acceptance of Library Services at the African Union Court on Human and Peoples’ Rights

Libri ◽  
2021 ◽  
Vol 0 (0) ◽  
Author(s):  
Fidelis Katonga Mutisya ◽  
Omwoyo Bosire Onyancha
Keyword(s):  
Service Provision ◽  
Library Services ◽  
African Union ◽  
Information Control ◽  
Human Aspects ◽  
Library Users ◽  
User Expectations ◽  
Decision Making Processes ◽  
Levels Of Service ◽  
Electronic Content

Abstract The study sought to assess user expectations and acceptance of library services at the African Union Court on Human and Peoples’ Rights. The study, which targeted 94 library users, employed LibQUAL and SERVQUAL protocols to collect data, which were subsequently analysed using descriptive statistics. The findings revealed that users have the lowest expectations of the physical aspects of the library, namely the library as a place and of its tangibles. By contrast, users had the highest expectations in aspects associated with people and of the library collection, namely the effect of service, information control, responsiveness and reliability. The study recommends the allocation of resources in a way that ensures that the human aspects of the library remain at high levels of service quality, while shortcomings related to information control, library space and equipment should be addressed. Further, the library should invest in electronic content that users can access remotely. The findings have implications for information practice, in that studying user expectations enables libraries to understand individual and group expectations. These, in turn, will inform decision-making processes in respect of service provision, and provide justification and accountability for the resources used during such service provision.

Optimizing the level of service quality of a bike-sharing system

Omega ◽  
2016 ◽  
Vol 62 ◽  
pp. 163-175 ◽  
Author(s):  
Ramon Alvarez-Valdes ◽  
Jose M. Belenguer ◽  
Enrique Benavent ◽  
Jose D. Bermudez ◽  
Facundo Muñoz ◽  
...  
Keyword(s):  
Service Quality ◽  
Level Of Service ◽  
Bike Sharing

ISO 9001 and the public service: an investigation of the effect of the QMS on the quality of public service organizations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jorge Armando López-Lemus
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Iso 9001 ◽  
Knowledge Generation ◽  
Content Type ◽  
The Public

Purpose The purpose of this paper is to identify the influence exerted by a quality management system (QMS) under ISO 9001: 2015 on the quality of public services organizations in Mexico. Design/methodology/approach The methodological design was quantitative, explanatory, observational and transversal, for which a sample of 461 public servants from the state of Guanajuato, Mexico was obtained. To test the hypotheses, a structural equation model (SEM) was developed through the statistical software Amos v.21. For the analysis of the data, software SPSS v.21 was used. Regarding the goodness and adjustment indices of the SEM (χ2 = 720.09, df = 320, CFI = 0.933, TLI = 0.926 and RMSEA = 0.05) which, therefore, proved to be acceptable. Findings According to the results obtained through the SEM model, the QMS under ISO 9001: 2015 is positively and significantly influenced tangible aspects (β1 = 0.79, p < 0.01), reliability (β2 = 0.90, p < 0.01), related to response quality (β3 = 0.93, p < 0.01), guarantees (β4 = 0.91, p < 0.01) and empathy (β5 = 0.88, p < 0.01) of the quality related to public services in Mexico. The study’s key contribution is that it discovered that implementing a QMS in accordance with the ISO 9001: 2015 standard has an impact on the quality of public services, with the most influential quality of response. Similarly, the assurance and dependability of service quality turned out to be important in providing public service quality. Research limitations/implications In this paper, the QMS was only evaluated as a variable that intervenes in the process of obtaining quality in public service under the ISO 9001 standard in its 2015 version. In this regard, the results’ trustworthiness is limited to the extent that the findings may be generalized in the state of Guanajuato, Mexico’s public service. As a result, the scientific community is left primarily focused on service quality to promote new future research. Practical implications The ISO 9001: 2015 standard’s QMS is one of the tools for success in both the commercial and government sectors. However, there are practical limitations, which focus on the time during which managers exercise their vision in the public sector: first, the dynamics that managers play in public policy; second, the length of time they have served in public office; and third, the interest of directors of public institutions to improve the quality of service provided by the government. Other practical consequences concern organizational culture and identity, public servant commitment, senior management or secretaries of government, as well as work and training. Originality/value The findings of this paper are important and valuable because they foster knowledge generation in the public sector through the ISO 9000 quality area. A model that permits the adoption and implementation of a QMS based on the ISO 9001: 2015 standard in public organizations that seek to provide quality in their services offered to the user is also presented to the literature. Similarly, the paper is important because there is currently insufficient research focusing on the variables examined in the context of public service in Mexico.

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