scholarly journals Undergraduates’ Perception of Library Service Quality and Value in the 21st-Century in Southeast Nigeria: A Case Study

2021 ◽  
Author(s):  
Obiora Kingsley Udem ◽  
Joy Iguehi Ikenwe ◽  
Ethel Chinenye Ugwuamoke
Keyword(s):  
Service Quality ◽  
21St Century ◽  
Technology Use ◽  
Information Resources ◽  
Library Services ◽  
Internet Services ◽  
Library Service ◽  
Current Information

The purpose of this study is to explore the undergraduates’ perception of the quality and value of library services offered to them in the 21st-century in federal universities in Southeast Nigeria. Prof. Festus Aghagbo Nwako Library (PFANL) in Nnamdi Azikiwe University Awka was used as a case study. A descriptive survey research design was adopted for the study. From a population of 14,196 registered regular undergraduates’ users of the library, a sample of 120 was selected through an accidental sampling technique. From the 120 questionnaires distributed, 103 copies received were valid, 17 responses were either incomplete or not answered, and so, the efficient rate was 85.8 percent. The study employed the use of two instruments which include: observation checklist, used to ascertain the available library services, and a questionnaire used to elicit users’ perception of library service quality and value. The instruments were face validated by two experts in Nnamdi Azikiwe University Awka. The internal consistency of the instrument on library services used by the undergraduates was established using Kudder-Richardson which yielded 0.86 while Cronbach's alpha coefficient was used for the undergraduates’ perception of quality and value of library services offered to them which yielded 0.78 and 0.81 respectively. Frequency count, percentage, mean and standard deviation using SPSS, were used to analyze data from research questions, t-test was used to test hypotheses. The major findings revealed that the undergraduates have a positive perception of the quality of library services offered to them at Prof. Festus Aghagbo Nwako Library (PFANL). However, they had a negative perception of the quality of computer/Internet services and reprographic services offered to them. This shows that these two services should immensely be improved upon in this 21st-century. The study equally shows that undergraduates have high value for library services offered to them. Nevertheless, they have low value on computer/internet services and reprographic services which are most needed in this 21st-century. The finding also revealed the host of impediments that affects high perception of library services quality and value in this 21st century at PFANL to include; insufficient current information resources, an unfriendly attitude of staff, slow internet connectivity, limited access, insufficient availability of modern facilities, insufficient training on technology use and unsteady power supply. The finding further revealed that there is no significant difference in the mean rating of males and female's perception of the quality and value of library service offered to them at PFANL. Based on the findings, it was recommended among others that the library management at PFANL should sustain undergraduates’ level of perceived library quality and value, and boost it by providing continuously, relevant and current information resources and services especially on the aspect of computer/Internet services and reprographic services suitable in this 21st-century.

scholarly journals Analysis of Service Quality and Satisfaction on AMIK Kosgoro Library

2018 ◽  
Vol 6 (1) ◽  
pp. 60-67
Author(s):  
Eka Hendrayani
Keyword(s):  
Service Quality ◽  
Student Satisfaction ◽  
Service Level ◽  
Teaching Staff ◽  
Library Services ◽  
Library Service ◽  
Level Of Satisfaction ◽  
Assurance Services ◽  
Sample Technique

The library serves as a supporting university tridharma in education and teaching, research, cooperative extention. Therefore, the college library in charge of collecting, processing, providing and disseminating information in accordance with the curriculum in the college concerned. In addition, the library should also try to enrich the knowledge of teaching staff / lecturers to improve the quality of student achievement. The purpose of this study to determine and explain the extent of influence the quality of library services to the level of student satisfaction as users of AMIK Kosgoro Solok library. Viewed from 5 determinations of service quality: 1) tangibles, 2) reliable services, 3) responsive service, 4) assurance services, 5) empathetic services (emphaty ). The population is the student who visited the library. The sample of the study was taken from some population with incidental sample (accidental sample) technique. The sample size is 150 students. The research method used is descriptive quantitative. Data were collected through questionnaire given to the students, then the data were analyzed by simple regression and multiple regression with the help of SPSS program. The result of research about library services is viewed from 5 service quality determinant that is tangible, reliability, responsive, assurance and emphaty affect student's satisfaction level. The conclusion of this research is library service as a whole is quite satisfactory / influential equal to 68,1% with significance 0,00 to level of student satisfaction as user of AMIK Kosgoro Solok library. 31.9% is influenced by other factors. Advice to librarians to further improve services for the future so as to achieve maximum student satisfaction level.Keywords: library, service, level of satisfaction

scholarly journals LIBRARY SERVICE QUALITY A COMPARISON BETWEEN THE TECHNICAL/FUNCTIONAL QUALITY AND SERVQUAL

2010 ◽  
Vol 13 (1) ◽  
pp. 62-72
Author(s):  
Trang Thi Mai Nguyen ◽  
Huong Xuan Thu Tran
Keyword(s):  
Service Quality ◽  
Library Services ◽  
Quality Model ◽  
Library Service ◽  
Functional Quality ◽  
University Of Technology ◽  
National University ◽  
Students Satisfaction ◽  
Caring Service

The aim of this study is to compare two models of service quality, technical/functional quality and SERVQUAL in university library services to find out the best library service model which pleases students most. Two proposed models were tested with 347 students at the Faculty of Economics, University of Technology, and University of Natural Sciences, Vietnam National University – Ho Chi Minh City. The results show that SERVQUAL is better than the technical/functional quality model. Therefore, SERVQUAL is chosen to evaluate the quality of library services. The results also show that SERVQUAL consists of only two components: caring service and tangibles, in which caring service has a stronger effect on students’ satisfaction.

scholarly journals Evaluating Library Service Quality of College Libraries: The Perspective of a Developing Country

2021 ◽  
Vol 13 (5) ◽  
pp. 2989
Author(s):  
Khalid Mahmood ◽  
Shakil Ahmad ◽  
Shafiq Ur Rehman ◽  
Murtaza Ashiq
Keyword(s):  
Service Quality ◽  
Academic Discipline ◽  
Local Level ◽  
College Faculty ◽  
Library Services ◽  
Library Service ◽  
Education Commission ◽  
College Library ◽  
Gender Type

This study was conducted to measure the quality of the college library services in the Punjab Province, Pakistan, using LibQUAL survey. Data were collected from 998 respondents consisting of the college faculty and the students. The study found that none of the service quality attributes and dimensions met the desired expectations of group users as well as individual users. Significant differences in library service quality based on users’ gender, type and academic discipline were identified. This study is helpful for the Punjab Higher Education Commission (HEC), the college administrations, the college librarians at the local level and the other developing countries as well. It will guide them in future planning, contribute toward improved resource allocation and enhance purposeful utilization of resources.

scholarly journals LSQA Scale: A Tool for Measuring Users’ Perceptions of Service Quality in Libraries

2016 ◽  
Vol 36 (4) ◽  
Author(s):  
N. K. Dash ◽  
P. Padhi
Keyword(s):  
Service Quality ◽  
Reliability And Validity ◽  
Strong Relationship ◽  
Library Services ◽  
Library Service ◽  
Varimax Rotation ◽  
Four Dimensions ◽  
Reliability Score ◽  
Relationship Of

The main aim of the study is to develop library service quality assessment (LSQA) scale. Both qualitativeand quantitative procedures are used to confirm the reliability and validity of the LSQA scale. Exploratory factor analysis (EFA) with varimax rotation is employed to indentify underlying dimensions of service quality of library. The LSQA scale includes four dimensions: (a) library infrastructure/environment, (b) library collection, (c) library services, and (d) library staff, which contains a total of 44 items. The reliability score Cronbach’s alpha for the scale is found to be 0.969, which shows the excellent nature and a strong relationship of each item. The LSQA scale mean and standard deviation is found to be 162.61 and 35.077, respectively. Kaiser-Meyer-Olkin value of sampling adequacy of the scale is found to be 0.932. It is hoped that the LSQA scale could help library professionals and scholars better understand users’ needs, to significantly improve and enhance the service quality of libraries.

EVALUASI KUALITAS LAYANAN PERPUSTAKAAN UNIVERSITAS ISLAM AS SYAFI’IYAH (UIA)

Akademika ◽  
2016 ◽  
Vol 5 (01) ◽  
pp. 1-14
Author(s):  
Iffah Budiningsih
Keyword(s):  
Service Quality ◽  
Quality Evaluation ◽  
Descriptive Analysis ◽  
Standard Deviation Score ◽  
Evaluation Study ◽  
Library Services ◽  
Library Service ◽  
Service Quality Evaluation ◽  
Size Dispersion

The purpose of this evaluation study is to know the extent to which the quality of library service – UIA inorder to support the learning process for the students of the UIA's next get what information should be improved inthe manifest ' prima ' library services. The object of this research is a student is a student of Strata program S1 in 6(six) faculty (FE, FAI, PEDAGOGY, FH, FST, FIKES) semester 7 (seven) FY 2015/2016 on The Islamic Syafi'iyahUniversity Jakarta (UIA); the number of samples of 84 students. Library service quality evaluation of variablesmeasured using instruments non test by questionnaire.The Data collected is processed and analyzed using descriptive analysis , i.e., Using a central tendency:size: mean, median, mode and size dispersion: score the minimum, maximum, standard deviation score. Theanalysis of statistical data is done with the help of program Excels and 11.5 version SPSS for windowsThe results of research on the quality evaluation of UIA library services can be explained that the average(mean) library service quality score achieved score 59.67 included in categories of "enough". The value of themedian (middle value) score the quality of library services achieve a score 59.0; This gives a meaning that 50%quality of library services show score above 59.0 or above reasonably and 50% of his show score under 59.0 underenough. The value of the mode of 60.0; this indicates that the in General, students give an assessment of the qualityof library services "enough". The lowest score of the quality of service library of 42.0 and highest score achieved,meaning there were 89.0 students who rated lowest 42.0 or "enough" and there are students who rated highest 89.0or "excellent" ,The conclusions of the research library service quality upon evaluative UIA is: 1). In general the quality oflibrary services UIA rated by students in the categories of ' enough '; 2) Assessment of the students in the categoriesof ' enough ' giving opportunities to management library for working to improve the quality of its services for beinga requirement of ' good '; 3) Managing a library to become ' learning resource centre ' among the students andteachers not only required UIA sufficient funds, but also required the managers ' creative and innovative ' inaccordance with the progress of the IPTEKS.

scholarly journals Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

2021 ◽  
Vol 13 (2) ◽  
pp. 504
Author(s):  
Patrícia Moura e Sá ◽  
Maria João Rosa ◽  
Gonçalo Santinha ◽  
Cátia Valente
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Service Performance ◽  
Technological Equipment ◽  
Perceived Service Quality ◽  
Positive View ◽  
Depth Interview

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context.

scholarly journals Study on the Difficulties of Building a Service-oriented Government——A Case Study on the Satisfaction of Public Service Quality of Guizhou Province in 2019

2021 ◽  
Vol 235 ◽  
pp. 02031
Author(s):  
Siyue Liu
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Guizhou Province ◽  
The Public ◽  
Key Points ◽  
Steady Improvement ◽  
Service Oriented ◽  
Speed Up

This paper explores the difficulties of building a service-oriented government by taking the evaluation results of public service satisfaction of Guizhou province in 2019 as an example. This paper finds that building a service-oriented government is the process of improving the quality of public service in an all-round way. With the steady improvement of the public service quality in China, the public’s expectation of the public service quality has been improved by changing from the original “yes or no” to the current “good or not”. In order to speed up the construction of service-oriented government, government departments should pay attention to the change of public demand and take the comfort, richness and transparency of public service as the key points of quality improvement.

scholarly journals Meningkatkan Kualitas Pelayanan Perpustakaan Terhadap Generasi Digital Native

2019 ◽  
Vol 7 (1) ◽  
pp. 57
Author(s):  
Eko Sulistyo
Keyword(s):  
Service Quality ◽  
Communication Technology ◽  
Digital Natives ◽  
The Internet ◽  
Library Services ◽  
Digital Native ◽  
Daily Lives ◽  
Younger Generation ◽  
Improve Service Quality

<p>Improving the Quality of Library Services for Digital Native Generations. The generation of Digital Natives, the younger generation born and living in the internet era, tends to use the internet in their daily lives. They are very master of this and of course require librarians to be able to provide access based communication technology. To improve service quality in addition to facilities and communication technology, libraries must provide collections that can be accessed through the internet, so that they can be read anytime and anywhere, including E-Book, E-Paper and E-Journal. Primarily is the collection of E-Journal.</p><p> </p><p>Meningkatkan Kualitas Pelayanan Perpustakaan  Terhadap Generasi Digital  Native. Generasi <em>Digital Natives</em>, yaitu generasi muda yang lahir dan hidup pada era internet cenderung menggunakan dunia internet dalam kehidupan sehari-hari. Mereka sangat menguasai akan hal ini dan tentunya menuntut pustakawan mampu menyediakan akses berbasis teknologi komunikasi tersebut. Untuk meningkatkan kualitas pelayanan selain fasiltas dan teknologi komunikasi, perpustakaan harus menyediakn koleksi yang sudah bisa diakses melalui internet, sehingga bisa dibaca kapan saja dan dimana saja, antara lain yaitu E-Book, E-Paper dan E-Journal.Utamanya adalah koleksi E-Journal.</p>

scholarly journals Library Service Quality and Student Trust A Case Study of the University of Sumatera Utara Library, Indonesia

2021 ◽  
Vol 41 (5) ◽  
pp. 345-351
Author(s):  
Jonner Hasugian ◽  
Dirmansyah Lubis
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Survey Methods ◽  
Equation Modeling ◽  
Library Services ◽  
Information Control ◽  
Student Trust ◽  
Customer Trust ◽  
The University

This study, conducted at the University of Sumatera Utara (USU) Library, aims to know the effect of service quality on customer trust and to determine student trust in library services based on levels of education. The research applied survey methods with quantitative approaches. Samples are determined using the Taro Yamane formula. The questionnaire covers 22 items of three LibQUAL dimensions. Data analysis techniques were performed using Structural Equation Modeling statistical analysis and path analysis by using the Lisrel version 8.5 application program. The results showed that service quality has a positive and significant effect on student trust. The level of trust in the library varies based on the levels of education. The dimensions of service quality with a positive and significant effect on student trust are the information control and the library as a place.

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