Influence of satisfaction and loyalty on Net Promoter Score (NPS) in academic libraries in Indonesia

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dyah Puspitasari Srirahayu ◽  
Esti Putri Anugrah ◽  
Khoirotun Layyinah
Keyword(s):  
Academic Libraries ◽  
User Satisfaction ◽  
Public Libraries ◽  
Academic Library ◽  
Public Higher Education ◽  
State University ◽  
Content Type ◽  
User Expectations ◽  
Higher Education Centers ◽  
The Relationship

PurposeThis study aims to determine the NPS score of state academic libraries users in Indonesia, the relationship between user loyalty and NPS scores and the relationship between user satisfaction with NPS.Design/methodology/approachThe method used in this research is quantitative explanatory method, which surveyed the relationship between satisfaction, loyalty and NPS variables based on the development of previous studies and existing theories. The population in this study were students visiting the state university library in Surabaya, Indonesia, namely Library A, Library B, Library C and Library D. The total number of samples taken was 200 divided equally to each of the universities, with 50 respondents respectively. Data collection was done with a questionnaire.FindingsThe Result shows that NPS value for academic library in Indonesia was 8. (1) The probability value of satisfaction with NPS is 0.18 (greater than 0.01) so H1 is rejected, meaning that satisfaction has no significant effect on NPS, (2) The probability value of satisfaction with loyalty is < 0.01 so that H0 is accepted. This means that satisfaction has a significant effect on loyalty and (3) The probability value of loyalty to NPS is < 0.01 so that H0 is accepted. This indicates that loyalty has a significant effect on NPS.Research limitations/implicationsTo get user satisfaction, libraries need to improve facilities and services in accordance with the characteristics and needs of users, so that user expectations will be met and achieve satisfaction. When user satisfaction has been fulfilled, user loyalty to library products will be formed, so the NPS score will increase which is manifested by users recommending the library to others. This research has limitations, namely that the object of research is only in public higher education centers, so for generalization it is necessary to add research objects such as private college libraries, public libraries or school libraries.Originality/valueResearch on loyalty by using NPS has not been done much especially in Indonesia. This study also examines the relationship between satisfaction and loyalty on NPS scores.

Considerations for collecting Japanese anime for academic libraries

2019 ◽  
Vol 39 (2) ◽  
pp. 53-56
Author(s):  
Glenn Masuchika
Keyword(s):  
Academic Libraries ◽  
Design Methodology ◽  
Public Libraries ◽  
Intrinsic Value ◽  
Academic Library ◽  
Collection Development ◽  
Content Type ◽  
Development Policies ◽  
Areas Of Concern ◽  
Japanese Animation

Purpose Too often, academic library selectors of DVDs purchase Japanese animation (anime) for their popularity without any further concern of their important contributions to the combined wealth of researches of an academic library. The purpose of this paper is to offer considerations for an academic selector to ponder before adding this particular type of animation. These considerations do not necessary pertain to the collection development considerations for selectors at public libraries. Design/methodology/approach This paper will discuss the major problems of actively adding anime to an academic library, the present areas of concern, and will offer warnings and suggestions based on a conceptual framework of anime having true academic value. Findings Anime cannot be chosen independently as if it has any apparently intrinsic value sui generis. Anime must be added concomitantly according to the collection development policies with other resources, especially DVDs, to create a full, rich and useful collection to scholars. Originality/value Academic studies concerning anime and collection development for academic libraries are usually comprised of only long lists of suggested anime, with no further discussions about its implications to the general worth of an academic library. This paper offers no such lists. Instead, it offers considerations selectors must take into account before investing time and money adding anime to an academic library collection.

Diagnosing and routing electronic service quality improvement of academic libraries with the FMEA approach in an intuitionistic fuzzy environment

2020 ◽  
Vol 38 (3) ◽  
pp. 597-631
Author(s):  
Seyyed Habibollah Mirghafoori ◽  
Hossein Sayyadi Tooranloo ◽  
Sepideh Saghafi
Keyword(s):  
Service Quality ◽  
Organizational Performance ◽  
Academic Libraries ◽  
User Satisfaction ◽  
Failure Modes ◽  
Academic Library ◽  
Content Type ◽  
Intuitionistic Fuzzy ◽  
Fuzzy Environment ◽  
Electronic Service

Purpose In this way, the aim of this study is to expand and evelop the application of this technique in FMEA to rank failure modes of ESQ of academic libraries in an intuitionistic fuzzy environment. Assessment of electronic service quality (ESQ) of libraries is significantly important according to their major roles. It should be noted that the ESQ has a significant impact on customer satisfaction, which improves organizational performance. Accordingly, low ESQ means waste of organizational resources and poor user satisfaction. So, there is a dire need to reflect reasons inducing failure modes in academic library ESQ. Thus, investigation of failure modes affecting academic library ESQ is highly important. One solution in this area is utilization of the intuitionistic fuzzy (IF) failure mode and effects analysis (FMEA) as one of the widely used methods for prediction and identification of failure modes. Design/methodology/approach The present study in terms of objective is applied and in terms of the type of method is descriptive-analytical. The research sample included four experts of Yazd academic Libraries (Iran). To collect data, three types of questionnaires were distributed among experts. The purpose of the first questionnaire was to identify and reach an agreement on e-library failure modes. Type II questionnaire was used to determine the importance of identified risk factors and Type III questionnaire was used to prioritize the factors. Findings Results indicate that the difficulty of using websites, lack of provided information feedback to users and lack of links on the website to users' are the main priorities for improving ESQ in the studied academic libraries. Originality/value In this approach, the Intuitionistic fuzzy Elimination Et Choix Traduisant la REalité and technique for order of preference by similarity to ideal solution method were used to rank failure modes in academic library ESQ within the FMEA framework.]

Supporting 3D modeling in the academic library

2017 ◽  
Vol 35 (2) ◽  
pp. 240-250 ◽  
Author(s):  
Tara Radniecki
Keyword(s):  
3D Modeling ◽  
Academic Libraries ◽  
User Satisfaction ◽  
Academic Library ◽  
Full Potential ◽  
Content Type ◽  
3D Print ◽  
Online Tutorials ◽  
Library Skills ◽  
The Individual

Purpose An increased number of academic libraries are providing access to nontraditional technologies including 3D printers, 3D scanners, laser cutters, and more. However, these new equipment offerings require users to learn new literacies and skills in order to fully utilize them and realize their full potential to impact creativity and innovation on campus. The purpose of this paper is to share how one academic library is providing services and resources to help users acquire the necessary 3D modeling skills to design and successfully 3D print new knowledge objects. Design/methodology/approach The library is providing access to online tutorials on many different 3D modeling programs, gives instruction on 3D modeling through group workshops, and provides individual consultations with 3D modeling experts. These instruction efforts were assessed by analyzing usage statistics, attendance, and user satisfaction surveys. Findings Usage statistics show that the online tutorials are heavily utilized by UNR users and that many different 3D modeling programs are of interest to our community. Usage statistics and user surveys show the individual consultation service to be helpful and often exceeding expectations. Workshop attendance is generally low and appears to positively impact far fewer users than the other services. Originality/value While more libraries begin providing access to maker technologies, few are addressing the need to teach new skills and literacies necessary to utilize those technologies fully. This paper may prove valuable for other academic libraries to start providing avenues of learning for new and nontraditional library skills, such as 3D modeling.

scholarly journals User agreements and makerspaces: a content analysis

2015 ◽  
Vol 116 (7/8) ◽  
pp. 358-368 ◽  
Author(s):  
Heather Michele Moorefield-Lang
Keyword(s):  
Content Analysis ◽  
Academic Libraries ◽  
Technology Use ◽  
Academic Library ◽  
The Body ◽  
Library Science ◽  
Learning Space ◽  
Content Type ◽  
The Usa ◽  
Qualitative Data Analysis Software

Abstract – The purpose of this paper is to analyze the user agreements of makerspaces in public and academic libraries. User agreements, also known as maker agreements, user forms and liability forms, can be very important documents between library patrons, staff and faculty. User agreements are similar to the earlier creation of acceptable use policies for technology use in libraries. The author of this study will delve into the user agreements created for public and academic libraries across the USA. Design/methodology/approach – The researcher used content analysis to investigate 24 different user agreements written for public and academic library makerspaces. NVivo qualitative data analysis software was integrated into this research to aid in the breakdown of commonalities across terms, themes and purpose within the user agreements. Findings – Although makerspaces are a very exciting topic in the field of library science at this time, the implementation of a maker learning space is still new to many libraries. Creating a user agreement for a makerspace is newer still. Most user agreements in this study were six months to a year old. Some consistencies found across makerspace user agreements include liability waivers, permissions for minors, safety, copyright and technology replacement costs. Originality/value – At this time, most publications on makerspaces are held in the realm of popular publications (blogs, magazines, zines, etc.). The body of peer-reviewed and scholarly research on makerspaces is growing. Makerspace user agreements are new to this growing field of interest, and a content analysis of these documents will pave the way for the writing of future forms.

scholarly journals Extending McKinsey’s 7S model to understand strategic alignment in academic libraries

2019 ◽  
Vol 40 (5) ◽  
pp. 313-326 ◽  
Author(s):  
Andrew Martin Cox ◽  
Stephen Pinfield ◽  
Sophie Rutter
Keyword(s):  
Academic Libraries ◽  
Academic Library ◽  
Theoretical Work ◽  
Perceived Barriers ◽  
Future Directions ◽  
Content Type ◽  
Institutional Influences ◽  
Potential Applications ◽  
Strategic Position ◽  
Practical Implications

Purpose The purpose of this paper is to conceptualise the issues of alignment for changing academic libraries by using and extending McKinsey’s 7S model. Design/methodology/approach Theoretical work was conducted to consider and extend the 7S model for the situation of academic libraries. Empirical data were then used to confirm the value of these extensions and suggest further changes. The data to support the analysis were drawn from 33 interviews with librarians, library and non-library academics and experts, and a survey of UK library staff. Findings In the academic library context, the 7S model can be usefully extended to include three library functions (stuff, space and services) and users. It can also include institutional influences and stakeholders, and aspects of the external environment or situation, including suppliers and allies. The revised model then provides a useful framework within which data about library change can be analysed. Perceived barriers to successful performance fit the model and enable the identification of seven challenges of alignment. Research limitations/implications The resulting model has potential applications such as in the structuring analysis of academic library performance, mapping future directions of development and for exploring variations across the sector and internationally. Practical implications The revised model can be used by practitioners to think through their own strategic position and to act to shape their future, in the light of seven major areas of alignment. Originality/value The paper extends a well-known model used in strategy, to produce a more comprehensive, sector-specific analytic tool.

Assessment committees: good practices from ARL libraries

2016 ◽  
Vol 17 (3) ◽  
pp. 224-240 ◽  
Author(s):  
Michelle H. Brannen ◽  
Sojourna J. Cunningham ◽  
Regina Mays
Keyword(s):  
Academic Libraries ◽  
Academic Library ◽  
Content Type ◽  
Good Practices ◽  
Research Libraries ◽  
Association Of Research Libraries ◽  
Library Assessment ◽  
Current State ◽  
Survey Results ◽  
Assessment Activities

Purpose Assessment activities in academic libraries continue to grow as libraries explore assessment endeavors. Ranging from basic stats gathering and reporting to surveys, focus groups, and usability studies and beyond. Many practitioners are finding it necessary to create new processes and programs, with little guidance. The purpose of this paper is to paint a broad picture of assessment activities in Association of Research Libraries (ARL) university libraries with the goal of creating a resource for libraries developing or improving their assessment programs. Design/methodology/approach A survey was developed that asked questions about assessment personnel, activities, mission, and website. A total of 113 surveys were sent to academic library members of ARL. Survey results were analyzed to compile a list of recommended good practices for assessment and working with assessment committees in academic libraries. Findings The investigators had a response rate of 43 percent. The open-ended nature of the survey questions allowed for the respondents to specifically narrow down the problems and opportunities inherent in library assessment committees. Originality/value This study takes the temperature of the current state of assessment programs in ARL libraries, demonstrating the growth of assessment programs. It begins to document the practices of these libraries, particularly in regards to the sometimes informal and hard to track use of committees and other in-house collaborations, as a first step toward developing best practices for the field. The results illuminate productive areas for further study, including investigating how to measure a culture of assessment and maximizing impact of assessment information presented on assessment websites.

Readiness of academic libraries in South Africa to research, teaching and learning support in the Fourth Industrial Revolution

2020 ◽  
Vol 41 (6/7) ◽  
pp. 355-368 ◽  
Author(s):  
Dennis N. Ocholla ◽  
Lyudmila Ocholla
Keyword(s):  
South Africa ◽  
Conceptual Framework ◽  
Information Literacy ◽  
Academic Libraries ◽  
Industrial Revolution ◽  
Academic Library ◽  
Theory And Practice ◽  
Library Services ◽  
Content Type ◽  
Fourth Industrial Revolution

PurposeIn this paper, we refer to the World Economic Forum in Davos, Switzerland, in 2016, where the concept of the Fourth Industrial Revolution (4IR) was coined by Klaus Schwab, with the reference that it would be building on “the Third, the digital revolution” and would be “characterized by a fusion of technologies that is blurring the lines between the physical, digital, and biological spheres”. While acknowledging that the 4IR will impact on everything, everywhere, including research and libraries, we conceptualize 4IR, and we compare current academic library services/trends in South Africa with 4IR requirements, through the analysis of 26 public university library websites.Design/methodology/approachBesides conceptualization of 4IR, a content analysis of websites of 26 public universities’ libraries in South Africa was achieved followed up with verification of the data by respective libraries through a preliminary research report circulated to them by email. 23 areas were identified as the trends in academic libraries, which included free Wi-Fi in the libraries; 24/7 study areas and access to library resources on and off campus; research commons; makerspace; borrowing ICTs (e.g. laptops); e-resources; e-catalogues; research data services (RDS; RDM, IR); open scholarship; information literacy and reference/bibliographic tools, library as a publisher, among others. Data obtained were captured in Excel and analyzed by the research questions.FindingsThe 4IR concept does not occur often in literature, in relation to academic libraries, but it is implied. The findings show that the libraries are responding well to the revolution through their services, with remarkable innovation and creativity on display. There was a 64% presence of the analyzed trends/services in the libraries, with emerging trends/services such as library as a publisher (4%), robotics/AI (4%), makerspace (8%), RDS (27%), borrowing of ICTs/devices (19%) and user experience (19%) scoring low, while information literacy and digital scholarship (e.g. IR) (88%), e-catalogue and e-resources (92%), group study area (85%) and off campus access (77%) scoring above 75%. The scatter of the trends/services among the university libraries is noted for knowledge sharing of best practice.Research limitations/implicationsIn order to improve accordance with trends, academic libraries have to be better resourced, accessed and used, as well as improve web visibility. The study expects library services to be responsive, resourced and accessible anytime and anywhere, and it provides a conceptual framework and a benchmark for further research and exploration in the country, region and perhaps elsewhere.Practical implicationsThe study can be used for benchmarking current and future academic library services in Africa. The conceptual framework provides an agenda for theoretical discussions and deliberations.Social implicationsThe trends, framework and 4IR representations in the study can inform theory and practice in LIS, particularly in Africa.Originality/valueLinking 4IR to current and future library services provides a tool for academic libraries services benchmarking and development and provides a conceptual framework for theoretical and practical debates and implementation. The study is quite current and appropriate for the ongoing discussions of 4IR implications to academic libraries.

Estimation of the knowledge management model for performance measurement in university libraries

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Rafi ◽  
Zheng Jian Ming ◽  
Khurshid Ahmad
Keyword(s):  
Knowledge Management ◽  
Performance Evaluation ◽  
Academic Libraries ◽  
Structural Equation ◽  
Academic Library ◽  
Academic Community ◽  
Assessment Model ◽  
Management Model ◽  
Library Services ◽  
Content Type

PurposeThe study aims to expand the literature on evaluating the performance of professionals and academic libraries, rationalizing management and providing reliable services to the academic community. The performance assessment model covers the four components (management competence, professional experience, financial add/projects and library services) in the context of the knowledge management model.Design/methodology/approachBased on quantitative data, the study defines a set of assumptions for testing the four components of performance evaluation within a knowledge management framework to develop appropriate and robust models for improving employee performance and library services. The structural equation model has been applied to sample data from 339 administrative librarians at 190 universities in Pakistan.FindingsStatistical evidence confirms that the applicability of the proposed performance-based model enhances management competence, makes accurate decisions, develops professional skills and strengthens human resource organization and knowledge management techniques in developing the efficiency of academic libraries.Practical implicationsIn the long term, academic leaders and policymakers value investment in the professional development of top library management as they participate in the decision-making process. Organizing training for service employees, supporting innovative research projects and providing library technology infrastructures ultimately improve academic performance and research when integrated into the knowledge management model.Originality/valueSo far, comprehensive literature on performance and knowledge management has been published separately. However, based on the key data collected by senior library administrators using the structured research questionnaire, the comprehensive performance evaluation research based on a knowledge management model is innovative to improve academic library services and close the literature gap.

Exploring the common factors affecting the strategic plans in Iranian academic libraries

2020 ◽  
Vol 41 (4/5) ◽  
pp. 123-134
Author(s):  
Sirous Panahi ◽  
Hossein Ghalavand ◽  
Shahram Sedghi ◽  
Abdolahad Nabiolahi ◽  
Sedigheh Khani
Keyword(s):  
Academic Libraries ◽  
Academic Library ◽  
Common Factors ◽  
Organizational Factors ◽  
Personal Factors ◽  
Affecting Factors ◽  
Content Type ◽  
Factors Affecting ◽  
Strategic Plans ◽  
The Common

PurposeOne of the important processes for success or failure of strategic plans in academic libraries is identifying different dimensions and factors affecting library activities and services. However, more previous studies focusing on strategic planning processes and few research have explored perspectives of academic library managers in factors affecting designed strategic plans. This article aims to identify the common factors affecting the strategic plans in Iranian academic libraries.Design/methodology/approachAfter adopting a qualitative survey design, 28 Iranian academic library managers were interviewed. Purposive snowball sampling method was used to select the libraries’ managers, and the data analysis was done using the thematic analysis method by MAXQDA 10.FindingsThe study revealed three main themes including personal, professional and organizational factors that effect on academic libraries’ strategic plans. Users' expectations and librarians' personality characteristics were identified as two sub-themes for personal factors. In term of professional factors, scientific achievement of libraries and communication skills are the most important factors. Academicals factors, managerial factors and budget alignment are most important organizational factors that affect the Iranian academic libraries’ strategic plans.Originality/valueIranian academic libraries use different approaches for developing their strategic plans. However, by revealing the common affecting factors by academic library managers, the study provides an opportunity for better controlling the academic libraries' strategic plans progresses.

Competitive intelligence as a coping strategy for academic libraries in South Africa

2020 ◽  
Vol 41 (6/7) ◽  
pp. 593-606
Author(s):  
Smangele P. Moyane ◽  
Luyanda Dube ◽  
Ntando Nkomo ◽  
Patrick Ngulube
Keyword(s):  
South Africa ◽  
Value Chain ◽  
Academic Libraries ◽  
Design Methodology ◽  
Response Rate ◽  
Information Value ◽  
Competitive Intelligence ◽  
Library Directors ◽  
Content Type ◽  
User Expectations

PurposeThis study examined the extent to which public academic libraries in South Africa coped with the changing information environment by using competitive intelligence (CI) to attain competitiveness.Design/methodology/approachThe study adopted positivism as the main philosophical lens and also incorporated qualitative elements to augment the quantitative data through a survey research design. Questionnaires were e-mailed to 25 directors of public academic libraries in South Africa and 17 were returned, yielding a 68% response rate. Attempts were made to reach to the 25 directors through semi-structured telephonic interviews, and only eight responded some through their representatives, yielding a 32% response rate. Using two instruments permitted the triangulation of data. A noted limitation of the study is that some library directors neither responded to the questionnaire nor the interview.FindingsFindings revealed that various competitive intelligence techniques were employed; however, their implementation was not formalised. Competitiveness was driven by various factors such as rivalries in the information value chain; relevance; financial and budgetary constraints; changing user expectations and evolving technology.Originality/valueThis study is novel because there is a dearth of literature on implementation and use of competitive intelligence in academic libraries in South Africa.

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