جستجوی مقالات مرتبط با کلیدواژه "servqual" در نشریات گروه "کتابداری و مدیریت اطلاعات"

The purpose is to classify the components of SERVQUAL services quality in public libraries based on Kano's customer satisfaction model, prioritize them based on the Asymmetric Impact-Performance Analysis and, determining the classification of SERVQUAL components according to users’ groups.

This is an applied descriptive survey. Population included active members aged 15 and older in the five public libraries of Qaemshahr, Iran.  Stratified random sampling was used. Instruments included customer satisfaction and SERVQUAL questionnaires.  Multiple regression analysis conducted, creating two Dummy Variables of penalty and reward. SERVQUAL components were classified into three groups of: Basic, performance and excitement services. Asymmetric Impact-Performance Analysis on overall users’ satisfaction was   calculated.

Shows that accountability features of the group of basic services with high-performance, characteristics of responsiveness in the group of performance services with low-performance, and the three characteristics of physical dimensions with low performance, reliability and empathy, and attention with high-performance are in the group of excitement services. Prioritization features identified increasing and maintaining level of performance of: 1) responsiveness; 2) physical dimension; 3) responsibility; 4) reliability; and 5) empathy and attention.  Moreover, demographic features exhibited that women were more satisfied. Age, education, and history of using the library has increased users' satisfaction. With the surge of the level of users' satisfaction with the physical dimensions and reliability has increased then the level of satisfaction with empathy and attention has decreased.

This study was first to enter the literature of nonlinear analysis of users' satisfaction by Kano's model and Asymmetric Impact-Performance Analysis measuring service quality of public libraries. Nonlinear analysis enabled the determination of priority of actions based on positive/negative performance compared to linear regression coefficient. Also, disclosed the variation of level of satisfaction of diverse groups of users in terms of gender, age, education and history of use.

This study aims to describe the current status of services offered by Tehran municipal public libraries and to determine the user's expectations of libraries. This is a survey-analytical research study. Data was collected through a modified version of the SERVQUAL questionnaire. The sample was selected using a random sampling approach, and the questionnaires were distributed among 300 active members of Tehran municipal public libraries (8 libraries). In this study, the gap between the current level of services that users receive, and their expectations is investigated in terms of factors such as physical facilities, library collections, staff, technical processes and library services in general. Results show that Tehran municipal public libraries are not providing the level of service quality demanded by users. The current services are recognized to be in good conditions (score 3 to 4, but in all areas the user's expectations are identified as exceeding what is currently being offered to them, i.e. They are not being met (score greater than 4). Among the investigated areas, "physical facilities" is observed to display the highest gap (with a gap of 1.18 and a score of 4.67 as opposed to 3.50), and the "staff" dimension is observed to have the lowest gap (with a gap of 0.60, and a score of 4.18 as opposed to 3.59). The results of this study indicate a high level of user's expectations in relation to libraries and inadequate accountability by libraries to meet these expectations, with an overall gap of 0.86, suggesting that Tehran municipal public libraries need to improve in all areas of service quality. Originality/value: This study provides empirical results that could help Tehran municipality in the planning and management of its libraries.

Libraries and data centers are service establishments whose main task is linking the society with knowledge and information through their efficient services. The main aim of this paper is Identifying service Quality dimension and measuring service quality of the university library from user view, determining the priorities and gaps and suggesting it‘s promotion strategies by using adjusted Servqual and LibQual.A survey was conducted among the students and faculty members of PGU using a modified version of SERVQUAL and LIBQAL questionnaire. The data given here is based on a random survey of 488 faculty members and students studying at PGU. The dimensions of service quality were determined through exploratory factor analysis. The data was analyzed by paired -samples T test using spss.Findings and The results obtained through exploratory factor analysis suggest that university library service quality consists of four dimensions – i.e. affect of electronic access, affect of service (personal),understanding/knowing the user needs, library as a place, and affect of internal position collection and access,– which are different from SERVQUAL‘s original dimensions.

The purpose of this study is to evaluate service quality level in public libraries against Six Sigma quality level by combining SERVQUAL and Six Sigma techniques. This is an applied study conducted as a survey. The population consists of all SANAEE public library members. Through simple random selection, 217 people are chosen. SERVQUAL questionnaire is used as research tool. Results show that the most satisfactory was “Reliability” dimension. Other dimensions, including “Tangibles”, “Empathy”, “Assurance” and “Responsiveness” are in next ranks respectively. Originality/Value: This research, by combining SERVQUAL technique and Six Sigma methodology, introduces a method for evaluating the service quality level to monitor changes in service quality level and tries to make a comparison with other libraries and international standards and benchmarks.