Service Quality and User Satisfaction in Sri Lankan Academic Libraries: A Comparative Study

2013 ◽  
Vol 3 (2) ◽  
pp. 149
Author(s):  
I.M. Nawarathne ◽  
Ajay Pratap Singh
Keyword(s):  
Service Quality ◽  
Comparative Study ◽  
Academic Libraries ◽  
User Satisfaction ◽  
Sri Lankan

Diagnosing and routing electronic service quality improvement of academic libraries with the FMEA approach in an intuitionistic fuzzy environment

2020 ◽  
Vol 38 (3) ◽  
pp. 597-631
Author(s):  
Seyyed Habibollah Mirghafoori ◽  
Hossein Sayyadi Tooranloo ◽  
Sepideh Saghafi
Keyword(s):  
Service Quality ◽  
Organizational Performance ◽  
Academic Libraries ◽  
User Satisfaction ◽  
Failure Modes ◽  
Academic Library ◽  
Content Type ◽  
Intuitionistic Fuzzy ◽  
Fuzzy Environment ◽  
Electronic Service

Purpose In this way, the aim of this study is to expand and evelop the application of this technique in FMEA to rank failure modes of ESQ of academic libraries in an intuitionistic fuzzy environment. Assessment of electronic service quality (ESQ) of libraries is significantly important according to their major roles. It should be noted that the ESQ has a significant impact on customer satisfaction, which improves organizational performance. Accordingly, low ESQ means waste of organizational resources and poor user satisfaction. So, there is a dire need to reflect reasons inducing failure modes in academic library ESQ. Thus, investigation of failure modes affecting academic library ESQ is highly important. One solution in this area is utilization of the intuitionistic fuzzy (IF) failure mode and effects analysis (FMEA) as one of the widely used methods for prediction and identification of failure modes. Design/methodology/approach The present study in terms of objective is applied and in terms of the type of method is descriptive-analytical. The research sample included four experts of Yazd academic Libraries (Iran). To collect data, three types of questionnaires were distributed among experts. The purpose of the first questionnaire was to identify and reach an agreement on e-library failure modes. Type II questionnaire was used to determine the importance of identified risk factors and Type III questionnaire was used to prioritize the factors. Findings Results indicate that the difficulty of using websites, lack of provided information feedback to users and lack of links on the website to users' are the main priorities for improving ESQ in the studied academic libraries. Originality/value In this approach, the Intuitionistic fuzzy Elimination Et Choix Traduisant la REalité and technique for order of preference by similarity to ideal solution method were used to rank failure modes in academic library ESQ within the FMEA framework.]

scholarly journals Library Service Quality Dalam Mewujudkan Excellent Service Untuk Kepuasan Pengguna (Perpustakaan Uin Imam Bonjol Padang: Concept For The Future)

2018 ◽  
Vol 24 (2) ◽  
pp. 293-309
Author(s):  
Dian Hasfera
Keyword(s):  
Service Quality ◽  
Academic Libraries ◽  
User Satisfaction ◽  
System Management ◽  
Learning Resources ◽  
Library Service ◽  
Organizational System ◽  
Excellent Service ◽  
The Future

The library institution should be demonstrate the availability and accessibility of adequate learning resources for users. Library should be develop its internal organizational system (management), as well as conducting various surveys and evaluations that are oriented user satisfaction to see whether or not the library service. As one of the academic libraries, UIN Imam Bonjol Padang library needs to design how to realize excellent service for user satisfaction through LibQUAL dimension and elements of excellent service so that the services provided are oriented to user satisfaction and can be utilized optimally by the user At UIN Library Imam Bonjol Padang.---Lembaga perpustakaan saat ini harus menunjukkan ketersediaan dan aksesibilitas sumber belajar yang memadai bagi pengguna perpustakan. Perpustakaan harus mengembangkan system organisasi internalnya (manajemen), serta melakukan berbagai survey dan evaluasi yang berorientasi pada kepuasan pengguna perpustakaan untuk melihat berhasil atau tidaknya layanan yang diberikan. Sebagai salah satu perpustakaan perguruan tinggi, perpustakaan UIN Imam Bonjol Padang perlu merancang bagaimana mewujudkan excellent service untuk kepuasan pengguna perpustakaan (pemustaka) melalui dimensi LibQUAL dan elemen dari excellent service, sehingga layanan yang diberikan berorientasi pada kepuasan pengguna perpustakaan dan dapat dimanfaatkan secara maksimal oleh pemustaka di Perpustakaan UIN Imam Bonjol Padang.

Success Factors of Social Media Applications (SMA): Case Study among UUM Students

2021 ◽  
Vol 12 (3) ◽  
pp. 2733-2745
Author(s):  
Mazlan Mohd Sappri Et.al
Keyword(s):  
Social Media ◽  
Service Quality ◽  
User Satisfaction ◽  
Mobile Application ◽  
Information Quality ◽  
Success Factors ◽  
Reference Model ◽  
Mobile App ◽  
Media Applications

Social media application (SMA) shows several important functions that causing theincrement of usage among mobile application or mobile app users, especially among18 to 28 years-old users. This causing several developers to create their own SMA thathave been targeted to mobile app users. However, only several SMA managed tobecome popular and successful in term of usage, leaving other unpopular SMA in thelower rank of the Google PlayStore. SMA created by developer in Malaysia face thesame situation as mentioned before where those SMA were supposed to attractMalaysian mobile users more. To assess this situation, this study aims to identify thesuccess factors of SMA usage and develop a set of metric based on the success factorsusing research model that have been developed in the past. Information SystemSuccess Model (ISSM) were studied and chosen as the reference model for this studybecause the model is suitable and have been used by other researchers in studiesregarding social media and SMA. ISSM contains several success factors like systemquality, service quality and information quality that affect the user satisfaction and useof a system, where this model were modified in this study with the addition ofnetworking quality and perceive privacy factors. This study were conducted on 380Universiti Utara Malaysia (UUM) students and after analysing the data collected, allproposed success factors except of service quality were found to have a positive impacttowards user satisfaction and usage. The success factors were included in the metricdesign and the metric were presented in an evaluation form for SMA developer inMalaysia to evaluate and applied the metric in their SMA.

Persepsi Kreditur dan PPAT Terhadap Kualitas Layanan Hak Tanggungan Terintegrasi Secara Elektronik

Tunas Agraria ◽  
2020 ◽  
Vol 3 (3) ◽  
Author(s):  
I Made Dwi Gunarta ◽  
Akur Nurasa ◽  
Sukmo Pinuji
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Service User ◽  
Service Users ◽  
User Perception ◽  
Excellent Service ◽  
Efficiency And Effectiveness ◽  
Citizen Support

The success of the Badung Regency Land Office in issuing HT-el Certificate, the first in Indonesia cannot be separated from the support of the Creditors and PPAT as the main users of HT-el Services. This innovation is an effort to realize the digitalization of services and overcome various existing weaknesses. Creditors and PPAT as the main users are important instruments in providing an overview of HT-el service quality, because basically the success of an organization in providing a service depends on how well the perception of service users will reflect the level of user satisfaction and the profitability of the organization. HT-el Service User Perception (Creditor and PPAT) assessed using the e- Govqual Method illustrates that the Quality of HT-el Services at the Badung District Land Office is very good, this is evidenced by positive responses to the Efficiency, Trust and Realibility as well as Citizen Support. This is an effort to create excellent service in the land sector based on the principles of efficiency and effectiveness in implementing activities.

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