جستجوی مقالات مرتبط با کلیدواژه « service quality » در نشریات گروه « کتابداری و مدیریت اطلاعات »

The purpose of this research was to evaluate the quality of archival services in archival centers in Iran.

The present study was conducted with a descriptive approach and a comparative causal method. The statistical population of this research was the employees of Iran's archival centers, a sample of 120 people was selected from among them, and the instrument used was a questionnaire. The statistical test used is one-sample T-test, ANOVA test and Friedman test.

According to the answers to the research questions related to each of the archival centers of Iran and in general regarding the quality of archival services, there is a significant difference between the obtained weighted average and the experimental average (5) at the significance level of 0.05. The t value and the degrees of freedom related to each of Iran's archival centers indicate that this difference is significant at the 0.05 level. In fact, the service quality of Iran's archival centers is higher than the desired level. The results of Tukey's post hoc test indicate that this difference is evident between the archival centers of Iran and the Astan Quds document center. Finally, according to the ranking obtained through the Friedman test in terms of prioritizing the quality of archival services in the studied archival centers, it can be stated as follows: 1. Astan Quds Document Center; 2. National Archives of Iran; 3. Center for documents of the Islamic Council; 4. Department of Documents and Diplomacy of the Ministry of Foreign Affairs; 5. Contemporary History Studies Institute; and 6. Islamic Revolution Documentation Center.

The results indicate that the status of service quality of archival centers is higher than the desired level. Also, there is a significant difference between the archival centers of Iran in terms of the quality of archival services, which is evident between the archival centers of Iran and the Astan Quds Document Center. This research is the first research in the field of measuring and evaluating the quality of archival services that has been carried out in the archival centers of Iran.

Library users will be willing to participate in library activities if they receive appropriate services. The purpose of this study is to evaluate the views of users about the quality of Hosseinieh Ershad Public Library services in order to implement platform thinking.

The present research is applied in terms of purpose and type and descriptive in terms of data collection method. The statistical population consisted of 900 active members of the library. Based on Krejcie and Morgan table, 269 people were selected as a sample based on stratified random sampling and 241 standard Libqual questionnaires were collected and evaluated. SPSS22 statistical software was used for data analysis..

According to the research findings, the lowest average level of satisfaction in three dimensions (effect of services, information control and library as a place) related to the items "attention to the client" with 7.47, " Having a library website that allows me to locate information personally " with 6.79 and "a suitable place for study, learning and research" with  6.31 and the highest average of satisfaction related to the item " existence of employees who are always polite" with 8.23, "convenience recovery tools that allow me to personally resources and "Find the information I am looking for" with 7.31 and "library space that encourages reading and learning" and "space for mass communication and group learning" with 7.32 out of 9 points.

The results of service quality evaluation showed that the average of public library services of Hosseinieh Ershad in all three dimensions (impact of services, information control and library as a place) was not negative in terms of "excellence gap" or "service satisfaction". To this end, it is possible to plan for the implementation of a platform thinking in which stakeholder satisfaction with the quality of library services is of paramount importance.

Today, public libraries are one of the most important socio-cultural centers of advanced societies, which play a fundamental role in the cultural and economic development of societies. The satisfaction of the users of these public institutions can increase the authority of these institutions. One of the important and influential components on the satisfaction of public library users is the quality of services. The purpose of this study was to investigate the impact of the quality of public libraries services in Qaemshahr city from the perspective of library users. Based on this, the sub-goals of the current research are: Investigating the quality of Qaemshahr public library services; studying the satisfaction status of Qaemshahr public libraries users and determining the effect of "service quality" on the level of satisfaction of Qaemshahr public libraries users.

The approach of this research is quantitative and it is considered to be applied research. Since the number of libraries under investigation is 5 and according to Cochran's formula, the sample size of 300 questionnaires was distributed in the mentioned libraries and the same number of questionnaires were returned. The research tool included the satisfaction measurement questionnaire as well as the LibQual questionnaire, which has three dimensions: "impact of library services", "information control", and "library space and location". It was obtained from the stratified sampling method. The validity of these two questionnaires was confirmed by experts. The reliability of the questionnaire was obtained by Cronbach's alpha test for all research variables and amounted to .81 and considering that the value of the alpha coefficient for both variables of library service quality and overall satisfaction of clients and the three variables of service impact, information impact and library location is more than .7 As a result, the reliability of variables and components is acceptable. In order to explain the conceptual model of the research and the research plan, first the effect of the three dimensions of the service quality variable on the dependent variable of the research, i.e. the overall satisfaction of users with the library was investigated. Then, using the necessary calculations, the type of each of the dimensions was determined based on the services of Kano's satisfaction model, and the performance level of each of the dimensions was obtained using IPA performance. In the present study, three dimensions of "service impact", "information control" and "library space and location" as independent variables along with the dependent variable of "users' satisfaction with library services" formed the research variables. By measuring the effect of LibQual dimensions on the dependent variable of user satisfaction and the calculations related to Kano's model, it was determined which of the components are among the levels of basic, functional and motivational factors and finally by using IPA performance (high and low performance), each feature was determined.

The ranking of the service quality components of public libraries in Qaimshahr city is significant. The service impact component is part of the group of motivational services with high performance, this shows that the managers of the studied public libraries do not need to improve the performance of this component. Instead, the performance of this component should be maintained at the current level. The information control component is a part of the group of motivational services and has a low performance, and if its performance is improved, it can cause a significant increase in satisfaction. The studied public libraries need to improve the performance of this component. The library location component is part of the functional services group. This variable has a low performance score. In the interpretation of functional service group, it should be said that increasing performance and variable level increases satisfaction and decreasing its level decreases satisfaction. It is necessary for the managers of the studied public libraries to try to improve the location of the library.

At present, the findings of the study generally indicate the desirability of the impact of information services and control and the space and location of the library is at a relatively desirable level. The general satisfaction with the quality of public libraries in Qaemshahr is relatively favorable. Satisfaction level was good for the three items and moderately desirable level for the three items.

The aim of this study was to evaluate the effect of knowledge management maturity on service quality in Parsian Bank.

Considering the presentation of a model to evaluate the effect of knowledge management maturity on service quality in Parsian Bank using the structure of structural equations in AMOS software, in the present study, a combined research methodology will be used. The statistical population is a sample of 221 managers and experts of Parsian Bank who are familiar with the subject of research. In order to analyze the obtained information, the tools of localization of research components, descriptive statistics and inferential statistics have been used.

The structural equation model fits between knowledge management maturity and quality of banking services.

The results show that the degree of knowledge management maturity has a positive and significant effect on service quality. Among the variables that determine knowledge management maturity, access to knowledge and experience, organizational processes, employee skills, motivation, recording employee experiences, knowledge retrieval and knowledge exchange have a positive and direct effect on knowledge management maturity and organizational management, organizational systems and Information technology and team knowledge activities have had the opposite effect on the maturity of knowledge management in the system.

The present study aims to examine the effect of knowledge management on service quality of police office with mediation of organizational unlearning. Therefore, this study is practical in purpose and it is a survey research in collecting data. Participants are 245 staff of police force working in 7 police stations of Khorramabad. Cochran's test was used to determine the volume of sample as a 150-person sample regarding the population volume at the level %5 was assigned. the standard questionnaire were applied. This questionnaire regarding the population volume was distributed among participants. Questionnaire validity was confirmed by content validity while its reliability which was done by Cronbach alpha was 0.786 that it shows an acceptable reliability. Moreover, structural modelling was used to test hypotheses. Results indicated that at the level %95 there is significantly positive effect of knowledge management on service quality and unlearning, as well as unlearning on service quality.

The purpose of this paper was to study the views of faculty members of Iranian universities on service innovation and service quality in the intelligent library and their behavioral intentions during the Covid-19 crisis.

The method used to perform this applied research was analytical survey. The sample size was equal to 384 faculty members of universities in the provincial capitals of the country. The data collection tool was a questionnaire. Seven faculty members confirmed the content validity of the questionnaire. The overall reliability of the questionnaire was equal to .853 which indicated the optimal reliability of the questionnaire. The data analysis was performed using multiple regression and structural equation modeling using SPSS software version 23 and Amos version 21.

Findings showed that service quality and service innovation could significantly explain the variance of perceived usefulness and perceived ease of use. On the other hand, parabolic correlation coefficients showed that the variable of service innovation was 20.79 percent and the quality of service was 32.71 percent of the variance of the variable of perceived usefulness. In adition, the variable of service innovation was 13.91 percent and the quality of service was 35.16 percent of the variance of the variable, which in turn, explain the perceived ease of use. The variables of perceived usefulness and perceived ease of use were able to explain the changes related to attitude toward using. On the other hand, the perceived usefulness should be 12.25 percent and the perceived ease of use should explain 21.06 percent of the variance of the variable of attitude toward using. Besides, the variable of attitude toward using was able to explain the changes related to the behavioral intention use and the variable of attitude toward using explained 61.77 percent of the variance of the variable of behavioral intention use. Moreover, the findings of the indicators of the proposed model indicated that it had a desirable and acceptable fit.

Library users' satisfaction depends on providing quality information in the shortest possible time. Therefore, it is necessary to first have complete knowledge of the needs of users and then to meet these needs in a situation that can meet those needs to some extent. On the other hand, in times of crisis, libraries must provide quality information resources to their users online. This will not be possible unless libraries move towards intelligent libraries. Therefore, considering the importance of service quality and service innovation in university libraries, administrators of universities and libraries should take a dynamic approach to create their own intelligent libraries, evaluate and view the views of key library users in different periods, because this evaluation has strengths and weaknesses. In general, the results of this research are useful and effective in improving the quality of intelligent libraries and facilitating interaction between users and intelligent libraries.

Perpose: 

This article aims to provide effective solutions to improve the quality of service of Central Library of the Shiraz University, the dimensions of service quality based on prioritizing comments of experts and determine the existing situation desired library from the perspective of users checked out. the

Factor of the quality of service was extracted from the SERVQUAL model. And the comments of the experts of the library in connection with prioritizing the effective factors in improving the quality of library services, Through the use of DEMATEL method, were analyzed. In addition, the perspective of the users of the library the existing situation of the target library services through a standard questionnaire checked out.

Results achieved with respect to the method of DEMATEL showed that the reliability as the most influential factor and empathy as the richest of the most important factors Improve the quality of library services. The analysis of library users comments also indicated that more empathy than other factors about the satisfaction of library users.

The present research aims to investigate the status of perceived outcomes of the services of Tehran province's public libraries in their users' life in the areas of education, research and business, everyday activities, and cultural, religious and social activities. This is an applied research in terms of purpose and a survey-descriptive study in terms of the data collection and analysis method. The Statistical population of the research consisted of 86,000 library members of public libraries of Tehran province (under supervision of Iran Public Libraries Foundation) whose ages ranged from 15 to 79. The sample of study included 620 members who were selected using the ratio stratified sampling method. The Data collection was conducted through a researcher-made questionnaire whose validity was confirmed by a number professionals in the field of public libraries. The realiability of the questionnaire was calculated by using a Cronbach's alpha test, which found to be 0.97. The results revealed that the amount of the perceived outcomes of the public libraries in the areas of education, research and business, everyday activities, cultural, religious and social activities, and the outcomes in general were lower than the mean level. The perceived outcomes in the areas of education, research and business, everyday activities, and the perceived outcomes in general were significantly different in terms of the weekly and annual usage by the members. The relationship of the perceived outcomes in general and of the areas with the age of users was significantly positive. The mean value of the perceived outcomes in general and of the three areas was significantly different between the users of the libraries. The mean value of the perceived outcomes of married users in general and the three areas was significantly higher than the one of unmarried users. The outcomes assessment approach, aiming at assessing the service quality and determining the final effectiveness of services in the users' life, can present an accurate picture of the facts existing in the public libraries to the authorities and stekeholders involved in the cultural sector. Further research in this field help to advance the theoretical foundations of assessment of the impact and overall outcomes and to show the libraries' effect on society.

The present study was conducted to investigate the understanding of organizational mental image of the faculty members and librarians of Allameh Tabataba’i University of university library services.
The aim of this study is applied and the method is analytical survey. Participants of this study were 242 faculty members and 49 librarians of Allameh Tabataba’i University(ATU). The data was collected through the researcher-made questionnaire based on Lee Blang & Nekvin organization mental image model. The validity of the questionnaire was content validity and its reliability of was estimated through using Cronbach’s alpha. The obtained reliability was 0.78. Data was analyzed using descriptive statistics and one sample T test. SPSS software was used to analyzed data. The average image of faculty members was 3.43 and the average of librarians’ mental image was 3.38. The average of faculty members’ mental image in respect to identity, the fame, service quality, physical environment, and staff behavior was 3.60, 3.33, 3.33, 3.59, 3.55 the average among the librarians was 3.38, 3.52, 3.29, 3.26, 3.86 respectively. Findings showed ATU faculty members’ perception of University library mental image is higher than that of librarians.

This study aimed to investigate the role of service support qualities of e-learning learners' in predict of their learning resource management strategies. Methodology of this research is descriptive – correlational. The population of research was Tehran Payam Noor University students. This study was a combination of multi-stage cluster sampling and Number of samples based Krejci-Morgan table, approximately 500 people were considered. Tools for Data collected included partial of questionnaire of motivational strategies for learning by Duncan and Mckeachi (2005) contain the components of Management Strategies Learning resources and quality of Administrative-Education Services questionnaire, the quality of library services questionnaire, the quality of professors' education questionnaire, quality consulting services questionnaire and quality of electronic services via the Web questionnaire was used. Finally for data analyzing used spss.21 software and regression testing. Findings: Quality of services variables provided a significant explaining 13% of variance components of learning resource management strategies (p<0/01, F (5, 370) =13/7, R=0/38)and Quality of training services (β= -0/169)and consulting services (β= - 0/140) quota is significant and quality of other services not significant. By increasing gap or reducing the quality of the two types of training and consulting services, learning resources management strategies of the learners are significantly reduced. so the university authorities about improve the services support quality and atone the learners should do basic and timely actions

In this research we aimed at the investigation of the relationship between librarians’ spiritual intelligence level and the quality of library services.
This correlation study was conducted through survey method. The statistical population of the study consisted of all librarians and patrons of the Central Library of Astan Quds Razavi. A sample of 46 librarians and 384 patrons was selected using random stratified sampling method. Required data was collected through Amram and Drayer’s spiritual intelligence questionnaire and a researcher- made questionnaire on library services quality. Validity and reliability of the questionnaires had acceptable measures.
Findings: The results showed that spiritual intelligence of studied public librarians was under mean level. Also, there was a significant relationship between librarians’ spiritual intelligence and the quality of their services. Furthermore, there was a significant association between the components of spiritual intelligence including goodness, inner-direction, the concept, truth and honesty, and integrity and wholeness with quality of services.
Originality/Value: we tried to show that despite low level of spiritual intelligence of public librarians, there was significant correlation between this variable and quality of services. Thus, by official effort to increase in their spiritual intelligence, we may see better quality of services.

The purpose of this study was to develop a strategic plan to improve the quality of public libraries in order to resolve financial barriers and better internal processes using structural modeling of interpretations of the library experts.
This research conducted using a single cross-sectional survey fieldwork. Methods of data collection include questionnaires, interviews and library studies. We selected 3 public libraries among all public libraries of Yazd city randomly and chose 7 experts by their mastery and proficiency. They filled a researcher-made questionnaire consisted of important factors affecting quality of services in public libraries. Then, we used structural modeling and MICMAC method to find infrastructural, middle and superstructural elements of improvement.
Findings: The extracted model suggest that “financial resources” and “staffing library experts for library affairs” are the base in order to use and develop plans and objectives of public libraries. These Factors were highly influencing ones that affected other factors.
Originality/Value: Using the suggested strategic plan can help the managers of public libraries to set priorities of action. Right priority setting also can help improvement of services.

Aim: Aim of the present research is to evaluate longitudinally the status of the quality of services of the Central Library of Shahid Chamran University of Ahvaz in comparison with findings of Shams Ejiyeh (1387), using the LibQual survey tool.
The reasearch was of a descriptive type that followed a survey method. The research population was the whole community of the SCU Central Library users of which a sample of 350 was selected randomly according to Kerjsi-Morgan table. The data collection tool was a survey tool with 22 items that was taken, and adopted from the LibQual Website.
The results of the study revealed that the Central Library under study has acted fairly weak in regards with "Information Control" and "Library as a Place" components. the least expectations of library users were fulfilled in regards with "User perception of the Services". Also, it was found that the weaknesses of the library in the services that were identified by Shams Ejiyeh, were not only have not improved yet, but also have worsen. This has caused some dissatisfaction of the library users. Another survey is to be conducted to reveal the current state of the library.

The purpose of this study was to evaluate service quality of the Astan Quds Razavi's libraries Based on ServQual Model.
The present study was done by survey analytical method. Research populations were all users of Astan Quds Razavi's libraries located out of Mashhad. Using random sampling with proportional allocation, 382 persons were selected. The data gathering tool was ServQual standard questionnaire. T-test and ANOVA were used for data analysis.
Findings: The libraries could not fulfill their user’s expectations in none of the qualitative dimensions except for the assurance. The maximum gaps were about the reliability and the minimum was related to replication. Among all libraries, Dargaz library had the best and Shushtar library had the lowest service quality.
There is a negative gap in service quality in male and female point of view and in all levels of education; the amount of this gap was bigger in female's point of view and also in M.A degree. Finally, negative gap in the service quality libraries associated with Astan Quds Razavi was obtained.

The purpose of this study is to assess the quality of services of Tabriz province's public libraries based on the user's perspective, using the Gap Analysis Model, LibQual. This is an analytical survey. 19 public libraries are involved in this study. At the time of data collection, the number of members of Tabriz public libraries was 46,000. The sample size of this survey with 5% error coefficient is calculated to be 381, while for higher precision, 455 librarie's members were selected as the research population. After uncompleted questionnaires have been removed, 414 questionnaires were used for data analyses. In order to perform statistical analysis, Mann-Whitney U and Kruskal-Wallis tests were used. This study shows that the level of services received by users of libraries in all cases is greater than the expected minimum level, but still does not provide the optimal level. According to the findings, the main weakness of libraries stems from their collections (information resources stock), while their strong point is the perceived courtesy of the librarians. Results also demonstrate that where the quality of current services is concerned, there is a significant difference between the maximum and minimum levels of library services from the user's viewpoints Originality/Value: With regard to the significant role of libraries in information provision, this survey assesses the quality of services of Tabriz province's public libraries based on the user's perspective by using the Gap analysis method. Therefore, the results of this survey will be helpful for improving library service quality, and for filling the gap between the optimal and present level of services quality.

The purpose of the present study was to assess service quality at Shiraz University Libraries using LibQUAL Model. To achieve this aim, the minimum- desired and maximum- perceived levels of users’ expectations were examined in three dimensions of library service quality including "the effect of service", "the library as a place", and "the information control".
Using a survey method, the present study investigated the viewpoints of a sample of 365 users via libQUAL questionnaire and the data were analyzed using non-parametric statistics.
Findings: In all the three libQUAL model dimensions, the librarie's service quality was lower than the minimum and the desired levels of the users’ expectations. The "effect of service" dimension gained the highest rate compared to the two other dimensions. In other words, the emotions and behaviors of the librarians met the minimum expectations of the library users. Also, the "information control" dimension received the lowest rating among the three dimensions.
Shiraz University libraries need to improve the quality of their services in various aspects of service quality; especially, in ICT, information materials and library spaces. Among the main solutions, one may observe holding training courses for librarians and users, creating participatory management atmospheres, implementing advanced information systems, strengthening library marketing, eradicating the deficiencies of the National Consortium, and changing library architecture and interior designs in accordance with scientific principles

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.