Evaluation of Students’ perceptions of library service quality using LibQUAL model: The case study in Hospitality Institute in India

The purpose of this study is to evaluate the hospitality students’ perception of library service quality provided by the institute using a well-known measurement model LibQUAL. A structured questionnaire with 22 items on three dimensions of LibQUAL was distributed to undergraduate (UG) and postgraduate (PG) students using Google forms. The mean differences between the UG and PG were analyzed using independent sample t-test. The findings suggest that there is a significant difference in the mean perception of undergraduate and postgraduate students about the library services provided by the institute. This study provides practical insight to library managers about the perception of services provided. The library administrators need to take note of these differences in the perception and bring the necessary changes in their standard operating procedure to improve the quality of services provided

Performance Audit through LibQUAL+ Technique: The Experience of Burdwan University and Visva-Bharati Library Users

Introduction-This paper discussed the need of performance audit through LibQUAL+ technique in University Library users in West Bengal, India. LibQUAL+ Technique is developed by Association of Research Libraries (ARL) in the year 2000. It is a suite of services that libraries use to solicit, track, understand, and act upon users\u27 opinions of service quality. In this paper, an attempt has been made to measure the performance of Burdwan University Library and Visva-Bharati Library Users through LibQUAL+ technique. Comparative study of each dimension that is Library as a Place (LP), Information Control (IC) and Affect of Service (AS), Adequacy Gap (AG), Superiority Gap (SG) and Zone of Tolerance has been determined. This technique has been applied to know what library users saying about the performance of the library. Methods-To conduct of this study a large variety of data-gathering and analysis techniques have been adopted such as surveys, interviews, observations, etc. of the users of both the libraries. Findings- Visva-Bharati Library (VBL) performs better in all respect than Burdwan University Library (BUL) specially overall library performance of VBL (3.20 mean score) where as BUL (3.34 mean score) in West Bengal, India. Suggestions- Library authority should concentrate whether minimum service levels are available to users, what their desired service levels are but what they are getting (perceived) at this moment. Faculty, scholars and students opinion (feedback & suggestions) regarding library services have to take regular interval i.e. quarterly, half-yearly or yearly. Besides that, authority of university library should always promote introduction of new services to the academic community through notification as well as put it library website or university website. Keywords-Performance Audit, University Libraries, Library as a Place, Information Control, Affect of Service, Adequacy Gap, Superiority Gap, Zone of Tolerance

Performance Audit through LibQUAL+ Technique: The Experience of Burdwan University and Visva-Bharati Library Users

Introduction-This paper discussed the need of performance audit through LibQUAL+ technique in University Library users in West Bengal, India. LibQUAL+ Technique is developed by Association of Research Libraries (ARL) in the year 2000. It is a suite of services that libraries use to solicit, track, understand, and act upon users\u27 opinions of service quality. In this paper, an attempt has been made to measure the performance of Burdwan University Library and Visva-Bharati Library Users through LibQUAL+ technique. Comparative study of each dimension that is Library as a Place (LP), Information Control (IC) and Affect of Service (AS), Adequacy Gap (AG), Superiority Gap (SG) and Zone of Tolerance has been determined. This technique has been applied to know what library users saying about the performance of the library. Methods-To conduct of this study a large variety of data-gathering and analysis techniques have been adopted such as surveys, interviews, observations, etc. of the users of both the libraries. Findings- Visva-Bharati Library (VBL) performs better in all respect than Burdwan University Library (BUL) specially overall library performance of VBL (3.20 mean score) where as BUL (3.34 mean score) in West Bengal, India. Suggestions- Library authority should concentrate whether minimum service levels are available to users, what their desired service levels are but what they are getting (perceived) at this moment. Faculty, scholars and students opinion (feedback & suggestions) regarding library services have to take regular interval i.e. quarterly, half-yearly or yearly. Besides that, authority of university library should always promote introduction of new services to the academic community through notification as well as put it library website or university website. Keywords-Performance Audit, University Libraries, Library as a Place, Information Control, Affect of Service, Adequacy Gap, Superiority Gap, Zone of Tolerance

2016 LibQUAL+ Survey - Performing Arts Library

2016 LibQUAL+ Survey branch analysis for the Performing Arts Library

Assessment of the quality of international court libraries: a study of the African Union Court on Human and Peoples’ rights Library

Text in EnglishThe study sought to assess the quality of library services by investigating the gaps between various service quality variables using the LibQUAL, SERVQUAL and SERVPERF models. The pragmatic paradigm formed the basis of this study while the mixed methods approach was adopted. The convergent parallel mixed methods design where both quantitative and qualitative data collection methods and data were integrated was adopted. Using the side-by-side comparison style, both sets of data were separately analysed and presented. The results were then compared to establish if they confirm or disconfirm each other. Questionnaires were administered to 94 users of the library. To calculate the level of service quality, the study measured the service adequacy gap (SAG), service superiority gap (SSG), zone of tolerance (ZoT), and D-M scores. Followup focus group discussions (FGDs) were conducted to validate, supplement and further explore the issues that arose from data collected using the questionnaires. The findings revealed a gap between the users’ expectations and perceptions of service quality and that library services were not meeting users’ expectations. The users’ expectations exceeded their perceptions since all service quality scores (SAG, SSG, ZoT and D-M scores) were either low or negative. Generally, the library performed well in the dimensions that touch on human aspects of the library but did poorly in the aspects that touch on information collections, library space and equipment. There were no significant differences between the protocols, with the overall gaps between perceptions and desires being all negative. The findings of the FGDs confirmed those of the questionnaires. The study recommended that the Court should allocate resources in a way that ensures human aspects of the library remain at high levels of service quality, while the shortcomings on aspects of information control, library space and equipment addressed. However, while addressing the physical space aspects, the library should bear in mind that users did not rate them as important for their purposes. This means that the library will need to invest in electronic content that can be accessed remotely by users. In view of the findings, the study concluded by developing a service quality framework on quality improvement and its sustenance at the library and the Court at large.Information ScienceD. Litt. et Phil. (Information Science

LibQUAL+ 2015 Survey: Old Dominion University

Full results of the 2015 LibQUAL+ Survey of Old Dominion University Libraries -- provided by Association of Research Libraries

2016 LibQUAL+ Survey - KSU Library System

2016 LibQUAL+ Survey for the KSU Library System

2013 LibQUAL+ Survey

2013 LibQUAL+ Survey for the Horace W. Sturgis Library