Perceptions of quality service at the University of Botswana Library: what Nova says

Thapisa, A.P.N.; Gamini, Venus

doi:10.1108/01435129910285145

Cited by 15 publications

(14 citation statements)

References 7 publications

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“…Thapisa andGamini (1999: 380), citing Bicknell (1994), observe that 'libraries should never expect their clients to take information on the librarians' own terms; rather they should focus on what the customers like and how they (the librarians) can deliver it and should not try to train the customer to adapt to what the library offers'.…”

Section: Literature Reviewmentioning

confidence: 98%

An investigation into customer service policies and practices within the Scottish college library sector: A comparison between the customer service exemplars from the retail sector with current Scottish college library practice

Paterson¹

2011

Journal of Librarianship and Information Science

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The aim of this research project was to investigate the customer care methods within the Scottish college library sector. The researcher sought to compare examples of the customer care and service policies and practices from the sector with exemplars of good customer service from the retail sector. A qualitative, grounded theory approach was taken. Models of good practice were identified from published literature and from within the retail sector. Interviews were undertaken with a number of Scottish college librarians to determine if good practice existed already within the Scottish college sector. Analysis showed that high quality customer service models were present within the sector.

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Section: Literature Reviewmentioning

confidence: 98%

An investigation into customer service policies and practices within the Scottish college library sector: A comparison between the customer service exemplars from the retail sector with current Scottish college library practice

Paterson¹

2011

Journal of Librarianship and Information Science

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“…When it comes to the question of service quality of libraries, Hernon and Altman (1998) modified the SERVQUAL scale in their case study research on New Zealand and US libraries. Ashok (2007) replicated the work of Thapisa and Gamini (1999) using six dimensions of: responsiveness, reliability, assurance, empathy, communication and access. After that, a stream of studies was conducted to measure the service quality of libraries.…”

Section: Literature Reviewmentioning

confidence: 99%

SERVQUAL to measure perceptions and expectations of library users: a case study of a public university library of Pakistan

Malik

2015

IJMIE

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The study aims to determine the gap between perceived and expected service quality of COMSATS Institute of Information Technology (CIIT) library. Data were obtained from faculty members, graduate students and undergraduate students of Business Administration about the service quality of CIIT library. A final sample of 281 respondents was used for data analysis. The obtained data were analysed by comparing mean and standard deviation of perceived and expected service quality. Gap analysis of expected and perceived service quality was also conducted and ANOVA test was used to observe the significant mean differences of expectations and perceptions among faculty members, graduate and undergraduate students. Findings of this survey reveal a disparity between the expectations and perceptions of respondents and thus require that the library should enhance its services, especially staff oriented. The results will be beneficial and act as guidelines for the library management in identifying their strengths and weaknesses.

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“…For example, on a rating scale of between 1 to 5; where; 1 = Strongly disagree, to 5 = Strongly Agree [17,19]; or in the order of 1 = very low, to 5 = very high [20,21,22,23,24] respondents were asked to rate their satisfaction level in relation to the perceived library service quality for the given statements. The number in the ordinal scale only indicates the rank of order of the different categories and does not tell about the extent to which level is greater than the other level.…”

Section: B Overview Of Rasch Measurement Modelmentioning

confidence: 99%

Students' perception towards quality library service using Rasch Measurement Model

Ishar

Masodi

2012

2012 International Conference on Innovation Management and Technology Research

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This study investigates students' perception towards the quality of service delivered by the Perpustakaan Tun Abdul Razak (PTAR) I & II, of Universiti Teknologi MARA (UiTM), Malaysia. It particularly examines students' perception towards service quality using the five SERVQUAL dimensions. Instrument adopted is a 23-item test to measure students' perception on the five different dimensions and questionnaire items were analyzed using the Rasch Measurement Model. A number 120 final year students from four different programs participated in this survey. Results of the analysis shows that the likelihood of the user is satisfied with the service rendered stands at some 84.16% chance where the overall level of satisfaction is μ person = +1.67logit [P( ) = 0.8416]. In addition, Rasch analysis points that items need to be reviewed and instrument construct validity call for further refinement.

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Perceptions of quality service at the University of Botswana Library: what Nova says

Cited by 15 publications

References 7 publications

An investigation into customer service policies and practices within the Scottish college library sector: A comparison between the customer service exemplars from the retail sector with current Scottish college library practice

An investigation into customer service policies and practices within the Scottish college library sector: A comparison between the customer service exemplars from the retail sector with current Scottish college library practice

SERVQUAL to measure perceptions and expectations of library users: a case study of a public university library of Pakistan

Students' perception towards quality library service using Rasch Measurement Model

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