Case studies and comparison between two models for assessing library service quality

Abstract

Purpose This study aims to describe case studies of two models, LibQUAL+ and a model based on the analytic hierarchy process (AHP), used to assess library service quality and compare the two assessment models. Design/methodology/approach First, an AHP-based evaluation model is set up to assess library service quality, following which the model is adapted to assess the service quality of Nanjing Agricultural University Library. Second, a modified LibQUAL+ model is created and implemented in the form of a questionnaire survey to assess the library service quality of the same library. Finally, the two assessment models are compared. Findings The results of the two case studies indicate that LibQUAL+ is suitable for assessing Chinese university libraries after modified, and the library AHP model is more suitable for comparing libraries in China between themselves. Originality/value This paper uses two methods for assessing library service quality; this should prove to be helpful for the librarians interested in assessing the service quality of Chinese university libraries.

Prioritising theme park service quality in Islamic contexts: an analytic hierarchy process approach

“…Over the past decade, several researchers have used AHP for service quality measurement purposes (Gopalan et al, 2015;Lin, 2010;Xi et al, 2018). Min and Min (1996) proposed competitive benchmarking as an important tool for service improvement and the use of AHP to obtain customer opinions on the importance of different service attributes and to compare the performance of different service providers.…”

“…Min and Min (1996) proposed competitive benchmarking as an important tool for service improvement and the use of AHP to obtain customer opinions on the importance of different service attributes and to compare the performance of different service providers. AHP has been used to measure service quality in libraries (Xi et al, 2018), healthcare (Singh and Prasher, 2019), the airline industry (Singh, 2016), and retail (Gopalan et al, 2015). Singh (2016) used AHP to measure service quality performance of domestic airlines.…”

An MCDA cause-effect factors model for the implementation of Greenstone Digital Library software

“…in the digital library process that cannot be ignored. But among these challenges, content, users, quality, policies, technology, functionality, and personnel are all of paramount importance for the M a n a g e m e n t D e c i s i o n 4 implementation of any software in a library (Anunobi and Ezeani, 2011;Xi et al, 2018). To ensure the success of effective library services at an institution, efforts have to be implemented as steppingstones and must prove to be worthwhile (Anunobi and Ezeani, 2011).…”

“…Therefore, the selection of good software plays an important role for technology assessment, not only for the library staff but also for the students and academic staff of an institution (Robbins et al , 2006; Wu et al , 2013; Rosa et al , 2017). Therefore, it is a crucial task, with many things having to be taken into consideration during the process of adopting any new software in a library (Cabrerizo et al , 2010; Wu et al , 2013; Xi et al , 2018). This study is related to finding those factors that play a significant role for the implementation of the Greenstone Digital Library (GSDL) software in a library.…”

“…Typically, this does not happen because the problem statement is simply too obscure. For any digital library project, the problem statements are often constructed along the lines of a mission statement, and they should provide access for intellectual output to the user community (Wu et al , 2013; Xi et al , 2018).…”