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

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.

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Analysis of Service Quality and Satisfaction on AMIK Kosgoro Library

Jurnal Apresiasi Ekonomi ◽

10.31846/jae.v6i1.25 ◽

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

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

10.31229/osf.io/gr2qc ◽

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.

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

Science and Technology Development Journal ◽

10.32508/stdj.v13i1.2086 ◽

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.

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

DESIDOC Journal of Library & Information Technology ◽

10.14429/djlit.36.4.9193 ◽

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.

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

Akademika ◽

10.34005/akademika.v5i01.490 ◽

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.

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Meningkatkan Kualitas Pelayanan Perpustakaan Terhadap Generasi Digital Native

LIBRARIA Jurnal Perpustakaan ◽

10.21043/libraria.v7i1.4994 ◽

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

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. Meningkatkan Kualitas Pelayanan Perpustakaan Terhadap Generasi Digital Native. Generasi Digital Natives, 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.

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Quantitative representation of perception and evaluation method for service quality in university library under 4-D space

Library Hi Tech ◽

10.1108/lht-09-2018-0121 ◽

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.

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An Evaluation on Library Services Using Servqual Method

SHS Web of Conferences ◽

10.1051/shsconf/20184200071 ◽

2018 ◽

Vol 42 ◽

pp. 00071

Author(s):

Made HeryWihardikaGriadhi

Keyword(s):

Quality Measurement ◽

Quadrant Analysis ◽

Library Services ◽

Library Service ◽

Service Programs ◽

Several Variables ◽

Evaluative Research ◽

The Impact

after The aim of this study was to identify the quality and effectiveness of the services provided by the library using Servqual Method, which covered several variables, namely: tangible, reliability, responsiveness, assurance and empathy. The reached population were UNDIKSHA students who were already members of the library, this study was designed as quantitative evaluative research which analyzed the quality and effectiveness of the services provided by the library by analyzing the role of each factor based on Servqual Method. Data were collected using questionnaire with Likert Scale. The data obtained were analyzed in a descriptive quantitative way using Glikman’s Quadrant Analysis. The impact of this research for Undiksha Library is able to provide information about the quality and effectiveness of existing service programs and can be used as input to develop strategies for developing the Undiksha library services. The results showed the quality of each variable is as follows: overall the result of quality measurement service in Undiksha library based on servqual variable is in good quality, but still need improvement in tangible variable especially in terms of physical facility and library collection, reliability variable still need improvement on indicator accuracy of information. Responsiveness Variable still need improvement especially in terms of hospitality librarian, Assurance Variables still need improvement in indicator of knowledge and skill of librarian. Level of effectiveness of library service of University of Education Ganesha, Based on the direction of score T of indicator in each variable; tangible variable show effective category, variable of reliability less effective, responsiveness variable show effective, anssurance vriabel are effective and emphaty variables show less effective.

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

Berkala Ilmu Perpustakaan dan Informasi ◽

10.22146/bip.8346 ◽

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.

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ANALISIS KUALITAS PELAYANAN PUBLIK BADAN PERPUSTAKAAN DAN ARSIP DAERAH PROVINSI RIAU

Lectura Jurnal Pendidikan ◽

10.31849/lectura.v5i2.156 ◽

2014 ◽

Vol 5 (2) ◽

Author(s):

Yuhelmi Yuhelmi ◽

Nining Sudiar ◽

Rismayeti Rismayeti

Keyword(s):

Service Quality ◽

Qualitative Methods ◽

Public Service ◽

Quality Of Services ◽

Library Services ◽

Main Function ◽

Future State ◽

The People ◽

New Strategies

This study aims to analyze How Public Service Board of Library and RegionalArchives Riau Province, hereinafter referred to as (BPAD) Riau Province. This isdone to look at the quality and how much success BPAD Riau Province in performingits main function for the people who need the information in the Library, PublicServices how and what has or has not been done by the libraries in improving servicequality perceptions positively or negatively to quality of public services provided bythe Library Visitors Riau BPAD can be used as input for later followed up todetermine new strategies for improving the quality of services that aim to improve ordefend it.Methods used are qualitative methods and data collected by focuss groupdiscussion (FGD) and inferred based on five aspects of service quality therespondents were library patrons who use library services in BPAD as many as 14people consisting of 2 librarians, lecturers 3, 4 general (civil servants and private), 3students of, and 2 students, by using the technique of purposive sampling. Based FGDresults showed that for BPAD reliability aspects are at a good level, for aspects ofresponsiveness and confidence is at a level sufficient to aspects while empathy is at alevel less so for this aspect needs to be improved towards a better, while for theintangible aspects of BPAD services are at a satisfactory level and this needs to bemaintained in order to remain on the future state of the user satisfactory.

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