scholarly journals Assessing the Effectiveness and Quality of Libraries

2021 ◽  
Author(s):  
◽  
Philip James Calvert
Keyword(s):  
Service Quality ◽  
Cell Model ◽  
Research Question ◽  
Public Library ◽  
Evaluation Methods ◽  
Library Service ◽  
Organisational Effectiveness ◽  
The Matrix ◽  
Library Evaluation

<p>A variety of library evaluation methods have been developed, yet few have attempted to evaluate the evaluation methods. This thesis is a meta-evaluation: an evaluation of other evaluations. The merits of different evaluation are analysed. Then the relationships between the different types of evaluation are identified, and a meta-model of library evaluation created. The Research Question posed in this thesis is "What are the most useful types of library evaluation, and how are they related to each other?" A four cell model has been developed. The two axes were chosen based upon systems theory. The y axis (vertical) uses two perspectives: an internal view (from the library) and an external view (the customers). The x axis (horizontal) is about the topic: the library itself; its collection, processes, costs, and the customer' use of its products and services. Four types of library evaluation are each placed in one cell of the matrix. Early chapters examine library effectiveness based upon four models of organisational effectiveness. A two stage project that investigated New Zealand public library effectiveness is described. First, stakeholders said what the best statements for evaluating public library effectiveness were. Second, library staff said how well their library was performing on each of the key statements. This data was subjected to a factor analysis to create clusters of statements that are the 'imensions'of library effectiveness. Then two chapters describe a similar project conducted in university libraries. Later chapters describe research into library service quality based upon the SERVQUAL model. It used the Hernon-Altman method rather than the LibQUAL+ approach. The intention of the research was to understand the concept of service quality for academic libraries and then create an instrument to measure library service quality. Subsequent research adapted the instrument for use with electronic services provided by libraries.</p>

scholarly journals Assessing the Effectiveness and Quality of Libraries

2021 ◽  
Author(s):  
◽  
Philip James Calvert
Keyword(s):  
Service Quality ◽  
Cell Model ◽  
Research Question ◽  
Public Library ◽  
Evaluation Methods ◽  
Library Service ◽  
Organisational Effectiveness ◽  
The Matrix ◽  
Library Evaluation

<p>A variety of library evaluation methods have been developed, yet few have attempted to evaluate the evaluation methods. This thesis is a meta-evaluation: an evaluation of other evaluations. The merits of different evaluation are analysed. Then the relationships between the different types of evaluation are identified, and a meta-model of library evaluation created. The Research Question posed in this thesis is "What are the most useful types of library evaluation, and how are they related to each other?" A four cell model has been developed. The two axes were chosen based upon systems theory. The y axis (vertical) uses two perspectives: an internal view (from the library) and an external view (the customers). The x axis (horizontal) is about the topic: the library itself; its collection, processes, costs, and the customer' use of its products and services. Four types of library evaluation are each placed in one cell of the matrix. Early chapters examine library effectiveness based upon four models of organisational effectiveness. A two stage project that investigated New Zealand public library effectiveness is described. First, stakeholders said what the best statements for evaluating public library effectiveness were. Second, library staff said how well their library was performing on each of the key statements. This data was subjected to a factor analysis to create clusters of statements that are the 'imensions'of library effectiveness. Then two chapters describe a similar project conducted in university libraries. Later chapters describe research into library service quality based upon the SERVQUAL model. It used the Hernon-Altman method rather than the LibQUAL+ approach. The intention of the research was to understand the concept of service quality for academic libraries and then create an instrument to measure library service quality. Subsequent research adapted the instrument for use with electronic services provided by libraries.</p>

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.

scholarly journals Kualitas Pelayanan Perpustakaan (Studi Kasus pada Perpustakaan IAIN Sunan Kalijaga yogyakarta)

2015 ◽  
Vol 1 (2) ◽  
pp. 4
Author(s):  
Anis Masruri
Keyword(s):  
Service Quality ◽  
Field Research ◽  
Research Field ◽  
Point Of View ◽  
Survey Method ◽  
Quality Factors ◽  
Library Service ◽  
State Institute ◽  
Factors Influencing

This study is aimed at describing the library service quality of State Institute for Islamic Studies (IAIN) Sunan Kalijaga Yogyakarta from the point of view of users, and at finding out factors influencing it. This description is really important in order to be able to develop it, as the supporter of realizing the three responsibilities of university or institute, namely education, research, and social service. This study uses a descriptive qualitative approach of survey method. Sampling is taken from the group of library users numbering 338 people, and 50 of library staffs. Whereas data collecting is conducted through library research, field research consisting ofdocumentation, questionnaire, and interview The data is organized in tables offrequency and percentage distribution, and it is then described. Based on the service quality concept quoted from the decision of minister of state apparatus empowerment no. 8l of L993, there are ten indicators of service quality namely simplicity, clarity and certainfy,o pennesse, fficiency, economy,f air distribution, punctuality, physical facility, capacity and staff attitude. The result of study indicates that the library service quality of IAIN Sunan Kalijaga yogyakarta based on of users' opinion is generally good. This conclusion is based on the mean result7O.247o of the users have good opinion about the indicators of the library service quality. Factors influencing the library service quality are organization climate (87.007o),s upervisions ystem( 68.67Vo)a, nd bureaucracys tructure( 85.337o)A. lthough the serviceq uality at the IAIN Sunan Kalijaga's Library is in general good, there are things to consider. The first is about library location which is, accarding to the majority of users, not strategic. The second, is the necessity of developing service security and comfortable service' The third is the necessity ofdeveloping reliable physical facilities. Lastly, it is necessary to develop library collection both in quantity and in quality taking the needs of new departments and study programs into consideration.

scholarly journals REDISCOVERY LIBRARY SERVICE QUALITY IN STRENGTHENING QUALITY EDUCATION MANAGEMENT

2018 ◽  
Author(s):  
Rorim Panday
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Services Quality ◽  
Quality Data ◽  
Library Service ◽  
Education Management ◽  
Average Value ◽  
Teaching Learning ◽  
Cartesian Diagram

The library is one of the facilities to support teaching learning in college. This research was conducted at library of Bhayangkara Jaya University. The purpose of this study to reveal back of the library service quality, because the library as part of the strengthening of the quality of education management. Data were collected by a questionnaire using a Likert scale, which developed from SERVQUAL which consists of five components: tangible consists of eight variables, reliability consisting of five variables, responsiveness consisting of four variables, Assurance consist of four variables and Empathy consisting of five variables, with the number of all there are 26 variables. The data got includes service quality data and level of importance service quality from the user, the number of respondents as many as 135 peoples from library users, taken at random. Data analysis using Cartesian diagram of Importance Performance Analysis (IPA), between the importance of the service quality and the existing of services quality. The Xaxis of the Cartesian diagram is the average value of the quality of service, while its Y axis is the average value of the importance of the service quality. The analysis shows there are three variables that are main priorities in quadrant A; in quadrant B there are seven variables that must be maintained the services quality; in Quadrant C there are 11 variables into a low priority; and in quadrant D there are five variables that indicate less important but quality of service is good.

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.

Improvements of public library service quality

2010 ◽  
Vol 22 (1) ◽  
pp. 89-100 ◽  
Author(s):  
Anette Hallberg ◽  
Katarina Sipos‐Zackrisson
Keyword(s):  
Service Quality ◽  
Public Library ◽  
Library Service
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