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.

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.

Service journey quality: conceptualization, measurement and customer outcomes

2021 ◽  
Vol 32 (6) ◽  
pp. 1-27
Author(s):  
Elina Jaakkola ◽  
Harri Terho
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Financial Services ◽  
Three Dimensions ◽  
Service Research ◽  
Research Approach ◽  
Critical Determinant ◽  
Content Type

PurposeThe quality of the customer journey has become a critical determinant of successful service delivery in contemporary business. Extant journey research focuses on the customer path to purchase, but pays less attention to the touchpoints related to service delivery and consumption that are key for understanding customer experiences in service-intensive contexts. The purpose of this study is to conceptualize service journey quality (SJQ), develop measures for the construct and study its key outcomes.Design/methodology/approachThe study uses a discovery-oriented research approach to conceptualize SJQ by synthesizing theory and field-based insights from customer focus group discussions. Next, using consumer survey data (N = 278) from the financial services context, the authors develop measures for the SJQ. Finally, based on an additional survey dataset (N = 239), the authors test the nomological validity and predictive relevance of the SJQ.FindingsSJQ comprises of three dimensions: (1) journey seamlessness, (2) journey personalization and (3) journey coherence. This study demonstrates that SJQ is a critical driver of service quality and customer loyalty in contemporary business. This study finds that the loyalty link is partially mediated through service quality, indicating that SJQ explains loyalty above and beyond service quality.Research limitations/implicationsSince service quality only partially mediates the link between service journey quality and customer loyalty, future studies should examine alternative mediators, such as customer experience, for a more comprehensive understanding of the performance effects.Practical implicationsThe study offers concrete tools for service managers who wish to understand and develop the quality of service journeys.Originality/valueThis study advances the service journey concept, demonstrates that the quality of the service journey is a critical driver of customer performance and provides rigorous journey constructs for future service research.

Medical visit time and predictors in health facilities: a mega systematic review and meta-analysis

2019 ◽  
Vol 12 (5) ◽  
pp. 373-402 ◽  
Author(s):  
Sakineh Hajebrahimi ◽  
Ali Janati ◽  
Morteza Arab-Zozani ◽  
Mobin Sokhanvar ◽  
Elaheh Haghgoshayie ◽  
...  
Keyword(s):  
Systematic Review ◽  
Meta Analysis ◽  
Visit Time ◽  
Medical Visit ◽  
High Quality ◽  
Content Type ◽  
Face To Face ◽  
Significant Difference ◽  
Meta Analyses

Purpose Visit time is a crucial aspect of patient–physician interaction; its inadequacy can negatively impact the efficiency of treatment and diagnosis. In addition, visit time is a fundamental demand of patients, and it is one of the rights of every patient. The purpose of this paper is to determine factors influencing the consultation length of physicians and to compare consultation length in different countries. Design/methodology/approach MEDLINE (PubMed), Web of Science, Cochrane, ProQuest, Scopus, and Google Scholar were searched. In addition, references of references were checked, and publication lists of individual scholars in the field were examined. We used data sources up to June 2018, without language restriction. We used a random-effects model for the meta-analyses. Meta-analyses were conducted using Comprehensive Meta-Analysis Version (CMA) 3.0. Findings Of 16,911 identified studies, 189 studies were assessed of which 125 cases (67 percent) have been conducted in the USA. A total of 189 studies, 164 (86.77 percent) involved face-to face-consultations. The effects of three variables, physician gender, patient gender, and type of consultation were analyzed. According to moderate and strong evidence studies, no significant difference was found in the consultation lengths of female and male doctors (Q=42.72, df=8, I2=81.27, p=0.891) and patients’ gender (Q=55.98, df=11, I2=80.35, p=0.314). In addition, no significant difference was found in the telemedicine or face-to-face visits (Q=41.25, df=5, I2=87.88, p=0.170). Originality/value In this systematic review and meta-analysis, all of physicians’ visits in 34 countries were surveyed. The evidence suggests that specified variables do not influence the length of consultations. Good relationship is essential to a safe and high-quality consultation and referral process. A high-quality consultation can improve decisions and quality of visits, treatment effectiveness, efficiency of service, quality of care, patient safety and physician and patient satisfaction.

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.

A confirmatory factor analysis for SERVPERF instrument based on a sample of students from Syrian universities

2015 ◽  
Vol 57 (3) ◽  
pp. 343-359 ◽  
Author(s):  
Ali Bassam Mahmoud ◽  
Bayan Khalifa
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Support Staff ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
Higher Education System

Purpose – The purpose of this paper is to confirm the factorial structure of SERVPERF based on an exploration of its dimensionality among Syrian universities’ students. It also aimed at assessing the perceived service quality offered at these universities. Design/methodology/approach – A cross-sectional survey was conducted targeting students at Syrian universities. Using a pilot sample of 40 students, the authors developed their hypotheses. Thereafter, based on a sample of 259 students, the hypotheses were tested using structural equation modeling and one-sample t-test. Findings – The findings revealed that SERVPERF in the Syrian universities’ context was a three-factor instrument consisting of the three dimensions: faculty-individualized attention, support staff helpfulness, and support staff empathy. Moreover, the findings showed that students at Syrian universities hold negative perceptions toward all of the three service quality dimensions provided by their universities. Practical implications – Given the imperative need for universities to monitor and improve the quality of their services, this study can help Syrian universities’ administrations understand the perceptions of their students toward services offered, which can help them formulate effective marketing strategies. Originality/value – This paper came to be one of the first studies that attempted to assess the perceived quality of services offered through the Syrian higher education system. Additionally, this study pioneered through drawing a factorial picture for SERVPERF at the Syrian Arab context.

Efficacy of acupuncture in the management of fatigue related to breast cancer antineoplastic treatment: a systematic review

2019 ◽  
Vol 9 (2) ◽  
pp. 264-272
Author(s):  
Ana Carolina Moraes Costa ◽  
Alena Peixoto Medrado
Keyword(s):  
Breast Cancer ◽  
Systematic Review ◽  
Clinical Trials ◽  
Randomized Clinical Trials ◽  
Meta Analysis ◽  
Scientific Evidence ◽  
Total Sample ◽  
Inclusion Criteria ◽  
Antineoplastic Treatment

INTRODUCTION: Breast cancer is the most prevalent cancer among women worldwide. Similar to chemotherapy, antineoplastic treatment is associated with many side effects, with fatigue being one of the most common. It is important to investigate potential treatments, especially non-pharmacological alternatives, to control symptoms that directly affect women’s quality of life. OBJECTIVE: The objective of this study was to provide scientific evidence to verify the efficacy of acupuncture in the management of fatigue in patients with breast cancer. METHODS: This study involved a systematic review based on the Preferred Reporting Items for Systematic Reviews and Meta-Analysis (PRISMA) methodology. Randomized clinical trials published in indexed scientific journals were compiled. The literature search was performed using the electronic databases, PubMed, PEDro, and BIREME, using the descriptors ‘breast cancer’, ‘fatigue’, ‘acupuncture’, and ‘randomized trial’. Inclusion criteria included fully available online articles that were classified as randomised clinical trials published from 2012 to 2017 in either English or Portuguese. Study eligibility was based on the Population, Intervention, Control, Outcome, and Study (PICO) design criteria, in which the (1) population included women 18–65 years of age with breast cancer, (2) intervention was acupuncture, (3) comparison referred to standard care or sham acupuncture, and (4) outcome was the evaluation of fatigue. The PEDro scale was applied to evaluate the quality of the studies. WebQualis was also used to evaluate the quality of the journals of the selected articles. RESULTS: In total, 66 articles were selected, but only four fulfilled all inclusion criteria, giving a total sample size of 620 women. All trials evaluated the effect of acupuncture on fatigue and other symptoms related to the treatment of breast cancer with different treatment durations. Three articles reported statistically significant results, and all articles described clinical improvement in fatigue after the application of acupuncture. The average PEDro score of the manuscripts was 6.25. All articles were published in non-Brazilian journals with WebQualis scores that ranged from B2 to A1. CONCLUSION: Scientific evidence confirms the efficacy of acupuncture in the management of fatigue reported by women with breast cancer. Acupuncture was effective in reducing fatigue in the studies selected for this review.

Understanding patients’ behavioral intentions

2014 ◽  
Vol 28 (6) ◽  
pp. 795-810 ◽  
Author(s):  
Ehsan Zarei ◽  
Mohammad Arab ◽  
Seyed Mahmoud Ghazi Tabatabaei ◽  
Arash Rashidian ◽  
Abbas Rahimi forushani ◽  
...  
Keyword(s):  
Service Quality ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Private Hospitals ◽  
Content Type ◽  
Interaction Quality ◽  
Environment Quality

Purpose – In the ever-increasing competitive market of private hospital industry, creating a strong relationship with the customers that shapes patients’ loyalty has been considered a key factor in obtaining market share. The purpose of this paper is to test a model of customer loyalty among patients of private hospitals in Iran. Design/methodology/approach – This cross-sectional study was carried out in Tehran, the capital of the Islamic Republic of Iran in 2010. The study samples composed of 969 patients who were consecutively selected from eight private hospitals. The survey instrument was designed based on a review of the related literature and included 36 items. Data analysis was performed using structural equation modeling. Findings – For the service quality construct, three dimensions extracted: Process, interaction, and environment. Both process and interaction quality had significant effects on perceived value. Perceived value along with the process and interaction quality were the most important antecedents of patient overall satisfaction. The direct effect of the process and interaction quality on behavioral intentions was insignificant. Perceived value and patient overall satisfaction were the direct antecedents of patient behavioral intentions and the mediators between service quality and behavioral intentions. Environment quality of service delivery had no significant effect on perceived value, overall satisfaction, and behavioral intentions. Originality/value – Contrary to previous similar studies, the role of service quality was investigated not in a general sense, but in the form of three types of qualities including quality of environment, quality of process, and quality of interaction.

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.

Quality of life after vaginal and cesarean deliveries: a systematic review and meta-analysis

2018 ◽  
Vol 11 (3) ◽  
pp. 165-175 ◽  
Author(s):  
Satar Rezaei ◽  
Yahya Salimi ◽  
Telma Zahirian Moghadam ◽  
Tiba Mirzarahimi ◽  
Mohammad Mehrtak ◽  
...  
Keyword(s):  
Quality Of Life ◽  
Systematic Review ◽  
Cesarean Delivery ◽  
Vaginal Delivery ◽  
Meta Analysis ◽  
Content Type ◽  
Significant Difference ◽  
Insignificant Difference ◽  
Type Of Delivery

Purpose There are so many studies which evaluated the maternal quality of life based on their delivery type with different results. The purpose of this paper is to evaluate the effect of type of delivery on the maternal QOL systematically. Design/methodology/approach In this systematic review, which was conducted for 15 years (2000-2016), the international databases including PubMed, Scopes and ISI and the Persian databases were searched using the following words: quality of life or health-related quality of life, vaginal delivery, cesarean delivery or cesarean section. PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) was adopted for this study. The quality of articles was assessed by a checklist that has been used in previous studies. All of the data analysis was performed using STATA ver.12. Findings In total, 13 articles were included in the present systematic review and meta-analysis. The overall sample included 8,136 women (3,990 cesareans vs 4,146 vaginal). The results of the random effect model for eight QOL dimensions based on SF-36 questionnaire showed that there was no significant difference between two groups in terms of QOL. But this model for four QOL dimensions of WHOQOL showed that the maternal in two groups had a significant difference in two dimensions of QOL (mental health and total health) and insignificant difference in other dimensions. Research limitations/implications The results of the study may have been affected by the selection of few databases. Therefore, researchers are encouraged to test the proposed propositions in further databases. Practical implications The study results could be helpful to design appropriate policies for maternal based on their type of delivery. Originality/value This systematic review showed that despite the insignificant difference between women with vaginal delivery vs women with cesarean delivery in some aspects of QOL, it can be concluded that health status of women with vaginal delivery is better than women with cesarean delivery, so it should be considered in the setting of appropriate policies and implementation framework to encourage women for choosing the appropriate delivery type.

Sign in / Sign up

Export Citation Format

Share Document