The need for qualitative methods in online user research in a digital library environment

Online users of digital libraries are multi-local, multi-lingual and live in multiple time-zones. Getting "purposeful data" in online user research requires that the research be done online because the users are there. This content analysis looks at a broad sample of international publications to address the following two research questions: 1) what methods do we use for online user research and 2) what are the purposes behind the research questions? The poster suggests that we currently use methods that match poorly to the purpose of the study and that there is a real need to use qualitative methods to study online users to be able to produce purposeful data

MEASURING PERCEIVED LIBRARY SERVICE QUALITY

Bisnis inti dari sebuah lembaga akademis adalah untuk memberikanpengetahuan dan praktek keilmuwan terbaru, sehingga perpustakaan memainkan peran penting dalam membantu kemajuan mahasiswa. Kepuasan pengguna perpustakaan tergantung pada kualitas layanan yang diberikan. Penelitian tentang kepuasan pengguna perpustakaan Universitas Ahmad Dahlan Kampus 1 ini menggunakan responden sebanyak 250 mahasiswa. Hasil uji validitas menunjukkan bahwa semua variabel dapat dikatakan reliabel. Hasil uji secara parsial menunjukkan, kemampuan individu dalam mencari informasi dan akses informasi memiliki pengaruh positif signifi kan pada kepuasaan pengguna sedangkan layanan tidak memiliki pengaruh positif signifi kan pada kepuasan pengguna

Finding Our Happy Place: Assessing Patron Satisfaction after a Comprehensive Remodel

This paper compares the longitudinal results of three LibQUAL+ studies conducted at the University of Idaho Library. In particular, the most recent survey follows a major renovation that prioritized study space and a collaborative learning environment. The impact upon patron satisfaction across categories was examined and the highest satisfaction was found among daily library users and faculty, although differences emerged when individual respondent groups were compared. Opportunities for better engagement with daily library users and graduate students were identified. Overall, it was found that the renovation had a positive impact on satisfaction scores

Historical Evolution from Measuring Service Quality to Library User Experience:: A Conceptual Review of Related Concepts

Experience reflects customers’ overall assessment of value rather than in relation to expectations, highlighting the importance of these perceptual attributes. These attributes reflect customers’ higher-order objectives leading to purchasing behavior better than technical aspects of service do, the latter subject to frequent changes due to technology and competition. Therefore perceptual attributes are more stable as the focus of evaluation of experience SERVQUAL focuses largely upon customers’ assessment of the service process and human interactions Individual components of a service encounter may be assessed as ‘good quality’, but that does not automatically mean that the overall experience is judged high quality, nor does measuring the components of service quality ensure that customers achieve their desired outcomes

EXAMINES ACADEMIC LIBRARY USERS’ EXPERIENCE TOWARDS LIBRARY PATRONAGE IN STATE UNIVERSITIES IN SRI LANKA

Libraries and information centers are service units held with the responsibility of providing varied information services based on a number of resources. It covers tangible assets, namely library building, equipment, furniture, information resources and staff. The intangible element has been the information services provided by the libraries. The tangible assets and intangible services of libraries are changing greatly due to the development and changes in the area of information technology. The purpose of this study is to empirically investigate to accomplish the relationship between Service Quality dimensions, customer experience (CE) library patronage (LP) and library user attitude (LUA) in the context of university library service quality in Sri Lanka. In addition, it investigates the mediating effect of customer experience in the relationship between dimensions of library service quality and the library patronage.  Article visualizations

Comparing Information Literacy Needs of Graduate Students in Selected Graduate Programs through the Technology Acceptance Model and Affordance Theory

The aim of this sequential integrated mixed model design study was to examine information literacy (IL) levels and needs of graduate students in education, social studies, and humanities at the mid-size Canadian university. This was done through surveying 201 graduate students who volunteered to fill-in a quantitative questionnaire that included supplementary open-ended questions. To triangulate data and as part of the chosen methodological approach, 16 graduate students also took part in the semi-structured follow-up interviews which included observation of the participants on-task behaviour. In order to consider the IL of graduate students in the larger context of a library information ecosystem, the researcher incorporated the Technology Acceptance Model (TAM) and the Affordance Theory (AT) frameworks. The quantitative component of the study was based on the modified Beile Test of Information Literacy for Education (B-TILED) survey as an instrument to measure the participants\u27 IL. The survey questions were organized to address the participants\u27 demographic, academic and departmental characteristics. The statistically significant results were found for the B-TILED scores on the following three independent variables: (i) first language of participants (i.e., non-native English speakers performed lower), (ii) minimum course requirements completed for the Master\u27s degree (i.e., students who did not complete the minimum number of courses performed lower), and (iii) the department of study (i.e., Master\u27s of Education and Master\u27s of Social Work students performed lower). The data from the follow-up interviews confirmed that graduate students perceived that they need more IL-related instruction, as well as a discipline-specific instruction. Findings suggest that graduate students may benefit from differentiated methods for gaining the IL skills, through frequent and more hands-on in-library, in-class, and on-line IL instruction. The conclusion of this study, points out that those who need sophisticated search and research skills, require sustained and individualized support in order to achieve the necessary comfort and mastery in doing so. Thus, with increased technological development of library tools, a generic onetime library instruction, usually given in the first semester of graduate program is not sufficient to provide the most needed IL skills

The Impact of Academic Libraries on LGBTQ+ Undergraduates

LGBTQ+ undergraduates may use, perceive, and value their academic libraries differently than previous generations, particularly if their campus has an LGBT resource center. This qualitative study employed Vaccaro, Russell and Koob\u27s Minoritized Identities of Sexuality and Gender (MIoSG) Students and Contexts Model as a theoretical framework to determine how and where LGBTQ+ undergraduates find safe space on campus. Through semi-structured interviews with white and BIPOC LGBTQ+ undergraduates, the researcher constructed ecological maps that illustrated how students see themselves within the campus context and the internal and external factors that shape their use, perception, and value of the library, the LGBT resource center, and other campus spaces. Thematic analysis generated strong themes related to safe space, as well as how students use, perceive, and value the library, LGBT resource center, and other spaces on campus. Significant differences exist between white and BIPOC undergraduate definition and assessment of safe space, how that impacts their use, value, and perception of different spaces on campus, and what spaces they identify as supportive for identity development. Significant differences also exist between white and BIPOC information seeking strategies and information format preferences, which also impact how they use and perceive library and LGBT resource center resources and services. Based on the findings of this study, the researcher makes recommendations on how to create a student-centered, inclusive, intersectional academic library through partnerships and shared programming with all identity centers on campus, as well as how to create a safe, inclusive learning space for LGBTQ+ students in a potentially hostile environment

Usability of the Institutional Repository by Faculty and Postgraduate Students at the University of Swaziland.

Doctor of Philosophy in Information Studies. University of KwaZulu-Natal, Pietermaritzburg 2017.This study investigated service quality and technology acceptance factors that promote or inhibit UNISWA faculty and postgraduate students from effectively using their IR. This is based on the premise that the IR has remained under-utilised by faculty and postgraduate students, majority of whom are involved in research. They have also not been keen to deposit their published work in the IR. The study sought to address the following research questions: What are the perceptions of faculty and postgraduate students towards service quality in the use of the UNISWA IR? What quality factors influence the usability of UNISWA’s institutional repository by faculty and postgraduate students at UNISWA? What is the level of usage of UNISWA’s institutional repository by faculty and postgraduate students? What are the challenges of service quality facing faculty and postgraduate students in the use of the UNISWA IR? What is the role of librarians in promoting service quality of the UNISWA IR? The study was underpinned by the Unified Theory of Acceptance and Use of Technology (UTAUT), and the Service Quality model (SERVQUAL). The study adopted a post positivist paradigm using the survey research design. A mixed methods approach was used, focusing on faculty, postgraduate students, and librarians. Data was collected using survey questionnaires and interview schedules. Quantitative Data was analysed using the Statistical Package for Social Sciences (SPSS) to produce descriptive statistics, and qualitative data was analysed thematically and presented through narration and tables. The findings revealed that the UNISWA IR did not satisfy users’ service quality needs. It was further revealed that faculty and postgraduate students’ intensions to use and adopt IR were influenced by UTAUT constructs including, effort expectancy, performance expectancy, and facilitating conditions. The findings also indicated that majority of faculty were aware of the existence of the IR, while many students were not. Even though awareness levels were high amongst faculty, many of these respondents did not use the IR, followed by those who infrequently used it. Reasons for the poor usage included lack of awareness, limited time, lack of knowledge, preference for other web sources, lack of skills, discouraged by slow internet, and preference for reputable journals among others. The findings indicated that while students were likely to be inhibited by lack of computer access from using the IR, this was not the case with faculty. Moreover, respondents were not likely to be inhibited by fears of violating copyright restrictions from using the IR. The results further revealed that librarians’ IR promotion efforts were not adequate. Respondents suggested IR promotion strategies that would include specialised departmental workshops, periodically emailing users, seminars and presentations, posters, brochures and leaflets, orienting new staff and students, library skills classes, using faculty board meetings, social media, media, and word of mouth. This study has implications for practice, policy, and theory. From the practical perspective, the study enhances awareness about the role of IRs in gathering, preserving and disseminating scholarly content. The study further provides information upon which relevant training programs for faculty and students can be based to enhance the IR service. From a policy perspective, the study provides a framework for the development of relevant policies to guide IR content recruitment procedures, and the overall functioning of the IR. Theoretically, the study validates the applicability of the UTAUT theory and SERVQUAL model in an online library setting, from a developing country context. The study recommends amongst other things the need for IR administrators to conduct regular service quality assessments and usability studies in order to understand users’ service and technology needs. The study further recommends the improvement of IR usage levels through raising awareness about the IR, frequently training users, and the formulation of policies to guide the overall functioning of the IR