LibQUAL+™ at Miami University: a look from outside ARL

Sessions, Judith A.; Schenck, A.; Shrimplin, Aaron

doi:10.1108/14678040210440946

Cited by 8 publications

(8 citation statements)

References 1 publication

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“…LibQUAL+™ also presents a wonderful opportunity for us to listen to what our clients have to say, and respond to their comments, while simultaneously informing them about our services (Sessions et al , 2002).…”

Section: Discussionmentioning

confidence: 99%

LibQUAL+^TM at Rhodes University Library

Moon

2007

Performance Measurement and Metrics

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PurposeThe purpose of this paper is to illustrate how LibQUAL+™, as a “turn‐key” survey instrument, can provide the type of benchmarking information that can facilitate targeted service improvements.Design/methodology/approachThis paper focuses on the Rhodes Library's implementation of the 2005 LibQUAL+™ survey. Results are looked at within the broader context of aggregate scores and score norms from the South African cohort. The library's first efforts to address areas where perceptions of service quality differed from users' expectations are described and plans for future efforts are indicated. The paper also details some lessons learnt by other LibQUAL+™ participants, as documented in published case studies.FindingsThe paper found that all groups of library users at Rhodes were very dissatisfied with their library building. Rhodes performed very well in the “Information Control” dimension but less well in the “Affect of Service” dimension.Originality/valueThe paper shows that other libraries implementing LibQUAL+™ for the first time could benefit by focusing on the lessons Rhodes learnt during the survey implementation.

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Section: Discussionmentioning

confidence: 99%

LibQUAL+^TM at Rhodes University Library

Moon

2007

Performance Measurement and Metrics

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“…The instrument includes 22 survey items that measure overall service quality along three dimensions: (a) Service affect (b) Information control and (c) Library as place. LibQUAL+ items have been used as a core set of resources in many studies (Calvert, 2013;Thompson et al, 2005;Li, 2017;Sessions, Schenck & Shrimplin, 2002;Pai & Shivalingaiah, 2004;Posey, 2009;Nicol & O' English, 2012).…”

Section: Service Quality In Academic Librariesmentioning

confidence: 99%

Examining the relationship between competitive capability and perceived service quality in university libraries

Arachchige

Singh

Weerasooriya

2021

Jnl Univ. Librarians Assoc. Sri Lanka

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As modern Information Technology has created a way to a variety of information service opportunities, many options other than the conventional library service are available for users. A stiff competition has emerged among information service providers and therefore university library professionals too have to think of their competitive advantage. Service quality has gained a high concern as a strategy for developing the competitive position of an organization and many studies in different fields have established a strong relationship between service quality and competitive advantage. Viewing inversely, some practitioners contemplate that the competitive position of resource capabilities can influence the improvement of service quality. In order to examine the relationship between competitive position and the service quality in a university library context, an exploratory survey was employed utilizing a VRIO based questionnaire and LibQUAL+ based instrument with 89 library professionals selected from 15 state university libraries in Sri Lanka. The study reveals that there is a moderate positive correlation between two variables (r = .286, n= 66, p = .020). As the relationship is moderate, further studies seem essential to support the hypothesis. The large percentage of residuals indicates that there are more factors contributing to the service quality in university libraries. This study

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“…Similarly, e-SERVQUAL is used to measure e-service quality by online retailers [24]. LibQual+ has been developed to measure users' perceptions of library service quality but is not designed for Website evaluation [22]. Guided by the above models, a quality framework is proposed for evaluating library Websites.…”

Section: Quality Of Websitesmentioning

confidence: 99%

Investigating the influence of social computing applications on website quality

Goh

Chua

2010

Proceedings of the 2010 ACM Symposium on Applied Computing

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Social computing applications hold immense potential in enriching communication, enabling collaboration and fostering innovation. However, little work has been done to studying social computing applications in library Websites. This paper therefore seeks to investigate the prevalence of social computing applications in library Websites, and in particular, examine if the presence of such applications enhance the quality of these sites. In our work, 120 libraries' Websites, from North America, Europe and Asia, divided equally between public and academic, were sampled and their content analyzed. Prevalence of social computing applications was found to vary across regions but only marginally by library type. Further, the presence of social computing applications was found to correlate to the overall quality of library Websites. The paper concludes by highlighting implications for both librarians and scholars interested to delve deeper into the implementation of social computing applications.

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LibQUAL+™ at Miami University: a look from outside ARL

Cited by 8 publications

References 1 publication

LibQUAL+^TM at Rhodes University Library

LibQUAL+^TM at Rhodes University Library

Examining the relationship between competitive capability and perceived service quality in university libraries

Investigating the influence of social computing applications on website quality

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LibQUAL+™ at Miami University: a look from outside ARL

Cited by 8 publications

References 1 publication

LibQUAL+TM at Rhodes University Library

LibQUAL+TM at Rhodes University Library

Examining the relationship between competitive capability and perceived service quality in university libraries

Investigating the influence of social computing applications on website quality

Contact Info

Product

Resources

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LibQUAL+^TM at Rhodes University Library

LibQUAL+^TM at Rhodes University Library