Service quality and its impact on user satisfaction in Indian University Library

Suresh, M.; Mohan, Deepthi

doi:10.1109/iccic.2015.7435792

Cited by 3 publications

(3 citation statements)

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“…Initially, the size, variety and diversity of the library’s collection, the amount of money spent on progressing the collection, the number of staff, and registered users were used to measure the library’s quality, but these factors are more quantitative in nature than qualitative. For qualitative analysis, library professionals have developed or implemented a variety of quality measurement instruments, including Total Quality Management (TQM) (Reddy, 2017), SERVQUAL (Das and Handique, 2020; Hossain Shoeb, 2011; Jaber Hossain and Islam, 2012; Shoeb, 2010; Suresh and Mohan, 2015; Trivedi and Bhatt, 2019), LibQUAL (Biranvand and Akbar Khasseh, 2013; Ip and Wagner, 2020; Killick et al, 2014; Ghaedi et al, 2020; Jabbari et al, 2021; Neshat and Dehghani, 2013; Pedramnia et al, 2012; Pourahmad et al, 2016; Wang et al, 2021; Xi et al, 2016, Killick et al, 2014, Roy et al, 2012, Thompson and Cook, 2003, Sajna and Mohamed Haneefa, 2016), SERVPERF (Silva et al, 2017) and WEBQUAL (Madhusudhan and Nagabhushanam, 2012; Mirghafoori et al, 2020; Wu et al, 2013). The service quality measurement models were initially developed in a commercial setting and were subsequently adopted by academic libraries.…”

Section: Efforts To Measure the Service Qualitymentioning

confidence: 99%

“…Several authors have used SERVQUAL service quality model in academic libraries India (Das and Handique, 2020; Suresh and Mohan, 2015; Trivedi and Bhatt, 2019) and Bangladesh (Ahmad et al, 2011; Ahmed et al, 2015; Alam and Mezbah-ul-Islam, 2021; Arshad and Ameen, 2010; Awan and Mahmood, 2013; Gathoni and Van der Walt, 2019; Jaber Hossain and Islam, 2012; Junaida et al, 2010; Kaur and Singh, 2011; Kiran, 2010; Malik and Malik, 2015; Mohindra & Anil Kumar, 2015; Pedramnia et al, 2012; Sheikh, 2014; Shoeb, 2010; Vaidya et al, 2022).…”

Section: Efforts To Measure the Service Qualitymentioning

confidence: 99%

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A systematic review of library service quality studies: Models, dimensions, research populations and methods

Mamta

Kumar

2023

Journal of Librarianship and Information Science

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The study systematically reviews the studies based on a search of published articles from 2010 to 2021 on library service quality with the aim of determining which models of service quality are the most commonly used by librarians as a means of measuring service quality. In addition, the paper makes an effort to determine the variety of dimensions by which these qualitative evaluations were carried out, the types of libraries that have reported such qualitative studies, and the data collection strategies (research population, sample size and data collection instruments) adopted by the authors. The findings indicate that the SERVQUAL and LibQual models are the most frequently adopted models. The empathy, reliability, tangible, assurance, responsiveness, effect of library, information control and library as place are the prominent dimensions. The researchers rely heavily on questionnaire-based survey research methods with sample sizes of less than 100 respondents, mostly reported in academic libraries.

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Section: Efforts To Measure the Service Qualitymentioning

confidence: 99%

Section: Efforts To Measure the Service Qualitymentioning

confidence: 99%

A systematic review of library service quality studies: Models, dimensions, research populations and methods

Mamta

Kumar

2023

Journal of Librarianship and Information Science

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“…The term “quality in services” is used in the evaluation of the service through customer satisfaction. Quality in services is a measure of how well the level of service delivered the expectations of customers (Suresh and Mohan, 2016; Bezerra and Gomes, 2015; Silva et al , 2017).…”

Section: Literature Reviewmentioning

confidence: 99%

Airline quality assessment towards strategic tourism management improvements

Albuquerque

Melo

Medeiros

2021

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Purpose The purpose of this study is to compare the results of customer satisfaction indices (SI) in the literature and to propose equations to show that the reverse attribute needs to be taken into account in these calculations owing to its impact on customer satisfaction. Design/methodology/approach To propose equations that take into account all types of quality attributes and in opposition to the models proposed by Berger (1993) and Wang (2013), in this work, a questionnaire adapted from the Kano model was developed, using the dimensions of the SERVQUAL model and applied to tourists who use the airline service. Data collection was carried out through social media, obtaining 694 responses. Findings The findings show that the attributes considered as reverse were linked to the delay in the service late check-in, delay in the dispatch of luggage, delay in on-board service and take-off delay, generating dissatisfaction among tourists. Moreover, the same database used to compare the results of the dissatisfaction indices of Berger (1993) and Wang (2013) showed inconsistencies reinforcing the gap that this research intends to close. After the proposal of the SI made by the authors of the present research it was possible to verify the confirmation regarding the definition of reverse attribute developed by the Kano model, reinforcing that the customer satisfaction decreases with the presence of reverse attribute. Originality/value The originality of this research seeks to contribute to the academic literature and organizational practices by investigating a gap in the SI proposed by Berger et al. (1993) for not inserting the reverse attributes and, later, studied by Wang (2013). Furthermore, this research uses the Kano questionnaire as an input to assist in the correct identification and evaluation of all attributes present in the service offered.

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Evaluation of quality of online shopping services in times of COVID-19 based on E-S-QUAL model and Fuzzy TOPSIS method

et al. 2022

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This paper aims to propose an approach to evaluate the quality of online shopping services in times of pandemic COVID-19, from the ordering of quality attributes taking into account customers' perception. The proposed approach was developed from a structured questionnaire containing 25 quality attributes adapted from the E-S-QUAL model and applied to consumers of online shopping services. Fuzzy set theory was used in the approach to simplify the subjectivity of human judgment, along with the extension of Technique for Order Performance by Similarity to Ideal Solution (TOPSIS). Therefore, this research was classified as applied, exploratory, quantitative and survey. To achieve the research objective, 819 questionnaires were collected. Among the main findings, it is highlighted that the attributes “product availability”, “products with excellent quality”, “confidence in online shopping processes” and “ease of buying online” were the ones that presented the best perceptions of quality by the respondents. At the other end, the attributes "opinion sharing on social networks", "buying online is a good option when you have little time", "distraction in online shopping searches" and "shopping online is a pleasure" showed the highest level of dissatisfaction with the service. Thus, this article highlights the importance of online shopping services in times of the pandemic caused by COVID-19, and its main contribution and originality is the development of an approach that aims to support the decision-making process, establishing strategic actions for the continuous improvement of online shopping services with the reduction of subjectivity in customer perception and with successive refinements.

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Service quality and its impact on user satisfaction in Indian University Library

Cited by 3 publications

References 14 publications

A systematic review of library service quality studies: Models, dimensions, research populations and methods

A systematic review of library service quality studies: Models, dimensions, research populations and methods

Airline quality assessment towards strategic tourism management improvements

Evaluation of quality of online shopping services in times of COVID-19 based on E-S-QUAL model and Fuzzy TOPSIS method

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