scholarly journals Evaluation of products and services of a nursing library: user satisfaction

2008 ◽  
Vol 16 (4) ◽  
pp. 758-764 ◽  
Author(s):  
Sheila Kátia Cozin ◽  
Ruth Natalia Teresa Turrini
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Information Needs ◽  
Sao Paulo ◽  
Nursing School ◽  
Good Service ◽  
Satisfaction Rate ◽  
The University ◽  
Library User

The goal of the study was to evaluate the quality of the services provided by the library at the Nursing School of the University of São Paulo. A questionnaire evaluating users' satisfaction with the service was employed, covering five quality components: tangibles, reliability, responsiveness, assurance and empathy. The Satisfaction Rate was calculated through the degree of importance in relation to satisfaction. The analysis of the open-ended answers was quanti-qualitative. For Reliability and Empathy, the users showed dissatisfaction with the training for bibliographic research and the librarian's willingness to meet the clients' information needs, respectively. Responsiveness did not fully satisfy the users, disagreeing with the providers. However, both agreed that the archives are outdated. Among the tangible aspects, equipment and noise were criticized most often. The results show that the library offers good service quality to its users.

scholarly journals Optimalisasi Penggunaan E-learning dengan Model Delone dan McClean

2020 ◽  
Vol 4 (2) ◽  
pp. 141
Author(s):  
Elsi Puspita Sari ◽  
Sukardi Sukardi
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Quantitative Method ◽  
Educational Institutions ◽  
Good Service ◽  
Quality Of Information ◽  
E Learning ◽  
Good Measurement ◽  
The University

The University of Padang (UNP) is one of the educational institutions in implementing e-learning. This research used quantitative method. The researcher evaluated e-learning by using the information success system DeLone & McClean model. This research was expected to be able to find out the overview of UNP e-learning. Based on data analysis, it showed that respondents’ level of achievement (TCR) reached 88.07% was categorized into good. The quality of information showed that the TCR reached 87.36% was categorized into good. Service quality of TCR reached 87.76% was categorized into good. The use that TCR reached 88.24% was categorized into good. Respondents’ satisfaction showed that TCR reached 88.73% was categorized into good. The benefit of TCR reached 84.10% was categorized into good. So, e-learning of Padang University had "Good" measurement on all variables, of course it would affect the use of e-learning itself, especially managed by educators and students' use.

scholarly journals ANALISIS KEBERHASILAN WEBSITE RESMI UNIVERSITAS BOROBUDUR MENGGUNAKAN DELONE & MCLEAN MODEL

2018 ◽  
Vol 7 (1) ◽  
pp. 22-28
Author(s):  
Irfan Mahendra
Keyword(s):  
Service Quality ◽  
Significant Relationship ◽  
User Satisfaction ◽  
Information Quality ◽  
Sampling Technique ◽  
System Quality ◽  
Significance Level ◽  
Research Population ◽  
The University

This research aims to analyze the success of the website of Borobudur University using Delone & Mclean Model. Variables used in this research are the quality of information, system quality, service quality, and user satisfaction. The research population is a regular student at the University of Borobudur, with a population of 431 people. The number of samples used in this research was 82 people, with a significance level of 10%. Meanwhile, in determining the sample using non probability sampling approach by using accidental sampling technique. Data collection activities were conducted using questionnaires, while the data analysis techniques used are descriptive statistics and inferential statistics, to describe the profile of respondents and to know the user perception of research variables. Based on the results of research, showed that students' perceptions of the website of the University of Borobudur is high. While based on the results of hypothesis testing, also obtained result that all hypothesis in test accepted, where there is a positive and significant relationship between information quality to the user satisfaction of website, there is a positive and significant relationship between system quality to the user satisfaction of website, and there is a positive and significant relationship between service quality to user satisfaction of website.

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.

scholarly journals Application of Fuzzy Servqual Method to Measure User Satisfaction of Mooc Service Quality

2020 ◽  
Vol 202 ◽  
pp. 14007
Author(s):  
Iqbal Firdaus ◽  
Farikhin ◽  
Bayu Surarso
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
User Satisfaction ◽  
Learning System ◽  
Fuzzy Approach ◽  
A Value ◽  
Perceptions And Expectations ◽  
The University

To determine the level of success and effectiveness of MOOC in the learning system, it is important to measure the quality of service. The aim of this study is to measure the perceptions and expectations of MOOC users. The method of this study is the SERVQUAL model which is combined with a fuzzy approach, so that it can be measured accurately. From the calculation, the results show that Reliability dimension has the largest gap with a gap value (-13,2325), so there are needed an improvement by the university. While Assurance dimension has the smallest gap with a value of gap (-10,0025) this is considered by the user to be a better dimension than the others. From the calculation of the overall gap value obtained, the result shows a value of -57.65, which means that the quality of service received by users is not in line with expectations.

scholarly journals The Analysis of Library Collection, Electronic Resources, and Librarian Services Quality on The Student’s Satisfaction

2018 ◽  
Vol 7 (4.38) ◽  
pp. 1330
Author(s):  
Abdullahi Hassan Gorondutse ◽  
Mohammed Nuhu ◽  
Khairol Anuar Bin Ishak
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
User Satisfaction ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Library Collection ◽  
Recent Debate ◽  
Universiti Utara Malaysia ◽  
Library User

The studies on library user satisfaction have become a topic of recent debate. the aimed of this paper is to analyze the effects of library collection, e-resources, and librarian service quality towards student satisfaction in the sultanah bahiyah library of uum. a sample of 80 were employees based on probability sampling technique adopted. the data were obtained from the respondents using a questionnaire.the study used ibm spss statistics 24 application software foranalysis, descriptive analysis, reliability analysis, regression analysis, and hypothesis testing results using. the results and findings shown that the library collection, e-resources, and librarian service quality are significantly related to the student satisfaction in the sulthanah bahiyah library of uum. therefore, the result of this study found that the best services, physically and technically, provided by the sultanah bahiyah libraryhas been satisfying the customers, which are students of universiti utara malaysia generally, and especially the students who visit the library. hence, this paper recommended that sulthanah bahiyah library uum to improve their performance in order to meet the visitor’s satisfaction, especially in the area of quality of librarian services.the future researchers employ other factors besides of library collection, e-resources, and librarian service quality towards the student satisfaction.     

scholarly journals PENGARUH LITERASI DIGITAL DAN EFEKTIVITAS APLIKASI SIKAD TERHADAP KUALITAS PELAYANAN DAN KEPUASAAN MAHASISWA FAKULTAS ILMU PENDIDIKAN UNIVERSITAS MUHAMMADIYAH JAKARTA

Instruksional ◽  
2020 ◽  
Vol 2 (1) ◽  
pp. 41
Author(s):  
Suci Mulya Lestari ◽  
Iswan , ◽  
Ahmad Suryadi
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
User Satisfaction ◽  
Digital Literacy ◽  
Survey Methods ◽  
P Value ◽  
Study Programs ◽  
Faculty Of Education ◽  
The University

This study aims to determine the effect of digital literacy and the effectiveness of the application of Sikad which is an online academic application on the quality of service and satisfaction of students as users. The study was conducted at the Faculty of Education at the University of Muhammadiyah Jakarta with respondents selected by random sampling of 90 students consisting of 5 study programs, namely: PG-PAUD, PGSD, Mathematics, PBSI, and PBI. This research uses a quantitative approach with survey methods and data analysis techniques using path analysis. The results of this study indicate that of the 7 research results, 3 of them are positive and significant, namely: The effect of the effectiveness of the application of the attitude on the quality of service is significant (T hitung> T table = 2.776 > 1.98 and P value <0.05 = 0.006 <0.05); The effect of service quality on user satisfaction is significant (69,969> 1.98 and 0,000 < 0.05); The effect of digital literacy on user satisfaction through significant service quality (2,803 > 1.98 and 0.005 < 0.05).

scholarly journals PENGARUH KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN PENGGUNA PERPUSTAKAAN (DI POLITEKNIK NEGERI BATAM)

2019 ◽  
Vol 3 (2) ◽  
pp. 29
Author(s):  
Gunartik Gunartik ◽  
Nora Pitri Nainggolan
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Sampling Method ◽  
Secondary Data ◽  
Primary Data ◽  
Quality Of Services ◽  
Independent Variables ◽  
Library Users ◽  
Library User

The library is a place that becomes a service provider that contains information. Independent variables in this study are service quality and facilities, the dependent variable is library user satisfaction. This study aims to study the quality of services and facilities for library user satisfaction. by using primary data and secondary data, data collection techniques by distributing questionnaires. The population in this study were students using the Business Administration (AB) library in 2018 in the last three months, namely July, August, September as many as 3208 people. The sample in this study amounted to 100 taken using probability sampling techniques with random sampling method. The results of the study stated that valid and reliable, normal, did not occur Multicollinearity and Heteroscedasticity. The results of the F Test show that the quality of service and facilities have a positive and significant effect on the satisfaction of library users. the results of the T Test show that the value of service quality has a positive and significant effect on user satisfaction. while facilities have a positive and significant effect on user satisfaction.

scholarly journals Evaluasi kualitas layanan menggunakan metode LibQUAL+^TM pada Amikom Resource Centre Universitas Amikom Yogyakarta

2019 ◽  
Vol 1 (2) ◽  
pp. 15-28
Author(s):  
Dwiyantoro Dwiyantoro
Keyword(s):  
Data Collection ◽  
Service Quality ◽  
Information Needs ◽  
Academic Community ◽  
Quality Of Services ◽  
Good Service ◽  
Resource Center ◽  
A Value ◽  
The Ideal

Service is an important component in a library, good service will make the library can increase the level of user visits, so it is necessary to see the quality of services in the library, this is of course users who can provide an assessment of the quality in the library. Amikom Resource Center is one of the libraries that provide services to the academic community in the Amikom University in fulfilling information needs. Therefore, researchers are interested in evaluating the quality of services that exist in the Yogyakarta resource center amikom using the libqual method, in this study to see the quality of services available at Amikom Resorce Center. In this study the method used is descriptive quantitative, with data collection using questionnaires and observations, sampels in this study that amounted to 79 respondents. The results of this study, which is based on the calculation of service quality using the libqual method, found that the greatest AG gap is found in the Service of Affect dimension, which is 0.56 and the greatest SG gap is in the same dimension, Service of Affect with a value of 0.92. that the ability and attitude of librarians in serving is greater than the reality received so far, and the overall value of the dimensions of Adequacy Gap (AG) positively is 1.05, indicating that the services provided by Amikom Resousce Center have exceeded the minimum expectations of visitors. while for the total value of Superiority Gap (SG) is positive, which is 1.71, this indicates that the services provided have exceeded the ideal expectations of the users, so the users are "very satisfied" with the services they receive.

Service quality of the University of the Punjab's libraries

2010 ◽  
Vol 11 (3) ◽  
pp. 313-325 ◽  
Author(s):  
Alia Arshad ◽  
Kanwal Ameen
Keyword(s):  
Service Quality ◽  
The University

scholarly journals The University of Iowa Libraries’ Undergraduate User Needs Assessment

1998 ◽  
Vol 59 (6) ◽  
pp. 571-583 ◽  
Author(s):  
Leo Clougherty ◽  
John Forys ◽  
Toby Lyles ◽  
Dorothy Persson ◽  
Christine Walters ◽  
...  
Keyword(s):  
User Satisfaction ◽  
Unmet Needs ◽  
User Needs ◽  
Service Needs ◽  
University Of Iowa ◽  
Resource Needs ◽  
The University ◽  
University Setting ◽  
Library User ◽  
Satisfaction With Services

The university community is not a static environment but, rather, one fraught with change and adjustment to change. How do academic libraries within a university setting effectively address the evolving service and resource needs of a diverse patron community? One method that has received increasing attention is the development and implementation of internal instruments specifically designed to assess user satisfaction with services and resources. This study assesses undergraduate resource and service needs, identifies librarywide unmet needs, and gives both library user and librarian an opportunity to engage in proactive dialogue.

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