Service Quality In Academic Libraries

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Service Quality In Academic Libraries

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Author : Peter Hernon
language : en
Publisher: Praeger
Release Date : 1996

Service Quality In Academic Libraries written by Peter Hernon and has been published by Praeger this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Language Arts & Disciplines categories.

Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be assessed quantitatively and qualitatively. Based on a two-year research study, this book encourages every manager to consider the impact of accountability on the library's role within the larger organization. It identifies simple and practical methods by which to implement measures representing service quality and to narrow the gap between library services and customer expectations.

Measuring Service Quality In Academic Libraries

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Author : Naomi Dalitso Kachoka
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2012-05

Measuring Service Quality In Academic Libraries written by Naomi Dalitso Kachoka and has been published by LAP Lambert Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-05 with Academic libraries categories.

Various measurement models have been used to assess quality in library services. In order to assess the attitude of users, libraries have used user satisfaction and service quality surveys which use the Gap measurement model. The LibQUAL+ instrument which was derived from the Gap theory of service quality and the SERVQUAL instrument are now being widely used. Inadequate funding which leads to inadequate resources in most developing countries contributes to the poor performance of services as observed in Malawi. The book explores how Chancellor College Library which is the largest academic library in Malawi, failed to meet the minimum expectations of service quality of its users in all the three dimensions of service quality: effect of service, library as place and information control."

Assessing Service Quality

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Author : Peter Hernon
language : en
Publisher: American Library Association
Release Date : 2015-05-12

Assessing Service Quality written by Peter Hernon and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-05-12 with Language Arts & Disciplines categories.

Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a clear focus on real-world application, the authors Challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library servicesExplain service quality and customer satisfaction, and demonstrate how they are separate but intertwinedIdentify procedures for qualitatively and quantitatively measuring both service quality and satisfactionEncourage libraries to take action by presenting concrete steps they can take to become more customer-centricOffer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groupsThis book shows how to nurture an environment of continuous improvement through effective service quality assessment.

Service Quality In Academic Libraries

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Author : Kathleen F. Miller
language : en
Publisher:
Release Date : 2008

Service Quality In Academic Libraries written by Kathleen F. Miller and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Academic libraries categories.

This exploratory study considered the problem of assessing quality in academic libraries. The research question that framed the investigation asked whether service quality scores from the LibQUAL+ instrument were related to the following college or university characteristics: institutional type, enrollment level, or the level of investment made in libraries. Data regarding Carnegie classification, FTE enrollment, and library expenditures were collected for 159 college and university libraries that participated in LibQUAL+ during 2006. Descriptive statistics, bivariate correlations, and regression analyses were calculated and the Bonferroni adjustment was applied to significance levels to compensate for errors caused by repeated calculations using the same data. Several statistically significant relationships were found; notably, negative correlations were found between each of the LibQUAL+ scores and total library expenditures. The study suggested that higher expectations among library users in large, research libraries led to slightly lower LibQUAL+ scores. Implications for practice included that survey results should only be used as one component of an assessment strategy, and practitioners might consider the potential role of library marketing or public relations efforts to influence user expectations. Recommendations were made for future research including replicating some aspects of this study with a more representative sample, analyzing respondent comments as well as score data, and exploring whether there are reliable differences in results for different types of institutions or among groups of respondents (students and faculty, or faculty by discipline).

User Expectations And Perceptions Of Library Service Quality Of An Academic Library In Thailand

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Author : Surithong Srisa-ard
language : en
Publisher:
Release Date : 1997

User Expectations And Perceptions Of Library Service Quality Of An Academic Library In Thailand written by Surithong Srisa-ard and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997 with Academic libraries categories.

Evaluation Of Service Quality Of Academic Libraries

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Author : Joycelyn Kee Wah Tay
language : en
Publisher:
Release Date : 2002

Evaluation Of Service Quality Of Academic Libraries written by Joycelyn Kee Wah Tay and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with categories.

Quality And The Academic Library

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Author : Jeremy Atkinson
language : en
Publisher: Chandos Publishing
Release Date : 2016-02-24

Quality And The Academic Library written by Jeremy Atkinson and has been published by Chandos Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-02-24 with Language Arts & Disciplines categories.

Quality and the Academic Library: Reviewing, Assessing and Enhancing Service Provision provides an in-depth review and analysis of quality management and service quality in academic libraries. All aspects of quality are considered in the book, including quality assessment, quality review, and quality enhancement. An overview of quality management and service quality concepts, principles, and methods leads to a detailed consideration of how they have been applied in universities and their libraries. A case study approach is used with different perspectives provided from the different stakeholders involved in the quality processes. All contributors adopt a critical reflection approach, reflecting on the implications, impact, and significance of the activities undertaken and the conclusions that can be drawn for future developments. The book concludes with an overall reflection on quality management and service quality in academic libraries with a final analysis of priorities for the future. Presents a holistic view of the subject, looking at reviews of academic library services, quality assurance and assessment, quality enhancement, and service quality Provides perspectives from authors with different experiences and responsibilities, including those responsible for initiating and managing quality processes in higher education Includes case studies where the authors not only describe the quality processes used, but also seek to review and reflect on their success, limitations, and the impact of their work some time after the event Seeks to be current, comprehensive, and reflective by including the results of surveys/interviews from senior librarians on quality in academic libraries

Perceptions Of Service Quality In Academic Libraries

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Author : Md. Zahid Hossain Shoeb
language : en
Publisher:
Release Date : 2012

Perceptions Of Service Quality In Academic Libraries written by Md. Zahid Hossain Shoeb and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with categories.

Delivering Satisfaction And Service Quality

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Author : Peter Hernon
language : en
Publisher: American Library Association
Release Date : 2001

Delivering Satisfaction And Service Quality written by Peter Hernon and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.

Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.

Measuring Service Quality In Academic Libraries Using Servqual Scale

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Author : Durgesh Singh
language : en
Publisher:
Release Date : 2015

Measuring Service Quality In Academic Libraries Using Servqual Scale written by Durgesh Singh and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015 with Academic libraries categories.

Study conducted in Banaras Hindu University, Uttar Pradesh, India.