Library Service Quality

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Assessment of Library Service Quality and User Satisfaction among Undergraduate Students of Yusuf Maitama Sule University (YMSU) Library

Assessment of Library Service Quality and User Satisfaction among Undergraduate Students of Yusuf Maitama Sule University (YMSU) Library

Service quality is defined in different ways but for the concept of service quality that is used for library evaluation to examine the difference between a user’s expectations and the user’s perceived sense to actual performance Calvert, (2001). Hernon and Calvert, (1996) also mentioned that most typically, service quality is defined in terms of reducing the gap between user expectations and actual service provided. Though there is ambiguity between the concept of service quality and satisfaction, Hernon (2002) concluded that service quality focuses on the interaction between customers and service providers, and the gap or difference between expectations about service provision and perception about how the service was actually provided. Satisfaction, on the other hand, does not involve gap analysis. Library service quality (LibQual) model is one of the tools that libraries use to solicit, track, understand, and act upon users’ opinions of service quality rendered. The three dimensions of service quality measured by Libqual are: affect of service, information control, and library as a place (LibQUAL, 2015). The researcher adapt this model and modify it to suit our local environment through the use of information resources, services rendered, and library facilities available in the university library. According to library professionals, some librarians think that they can decide the quality of the library service for their users, thinking that they know their users’ needs. They also think that users cannot judge the quality of service; users do not know what they want, what would be more useful to them (Kulkarni & Deshpande, 2012). However, such opinions are irrelevant because the only criterion that counts in evaluating service quality is defined by users. Only users judge quality; all other judgments are essentially irrelevant because the users are the most important stakeholders (Parasuraman A. et al, 1985). Without users the library is just a ‘warehouse’ of information. The users are the ultimate consumers of the library services. The library’s success should be measured not in terms of what it has (inputs) but of what it does, the activities it supports, its outputs for example circulation transactions, reference questions answered, classes taught and students enrolled. This also explains the significant role of the library staff, as they have to treat the users as important guests and in that way they will contribute to their satisfaction (Forrest, 2009)
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Business Students Perception Of University Library Service Quality And Satisfaction

Business Students Perception Of University Library Service Quality And Satisfaction

Previously published measures were used with appropriate adaptation for the context in the survey. Lapierre (1996) observed that service quality research is critically dependent on the quality of the operational measures. We agree with Nitecki (1996) in that “a measure of library quality based solely on collections has become obsolete” (p. 182), but we argue that a measure of library quality like the SERVPERF adopted by Landrum et al. (2009) is equally incomplete without assessing the library’s collections. Thus, the same 21 SERVPERF questions (i.e., Q1 to Q21 in Table 1) reported in the appendix of Landrum et al.’s (2009) study and a few additional indicators (i.e., Q22-Q24) were used to measure library service quality. Patrons’ satisfaction toward the library services was measured in terms of students’ perception toward the library. A four-item satisfaction scale employed in Olorunniwo and Hsu (2006) was revised and used in this study. Specifically, these items read “Based on all of my experience, I am satisfied with my campus library,” “Compared with other academic libraries in other similar-size state universities, I am satisfied with my campus library,” “I feel that my experience with my campus library has been enjoyable,” and “I think I did the right thing when I chose to use my campus library’s services.” Each of the latent factors (i.e., the to-be-found service quality dimensions and satisfaction) is measured by a set of question items, observed by survey questions to library users on a 7-point Likert-type scale, ranging from strongly disagree (1) to strongly agree (7).
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Investigation and Analysis on Library Service Quality

Investigation and Analysis on Library Service Quality

In the era of the information age, the role of librarians has changed a lot, transforming from “Information Gatekeeper” to “Information Navigator”, “Knowledge Specialist”, “Information Manager”. This requires the librarians not only to have the capability of technique, management and research, but also to possess good personal qualities such as the good communication ability, the appreciation features that can show the working performance and competitiveness in new working environment. So, it is of great need to establish a lasting training system and reinforce librarians’ comprehensive ability. Effective and sustainable training system is helpful for the improvement of librarians’ service awareness, vocational skill and comprehensive quality. The form of training can be full-time study, expert lectures and status competition, all of which can help librarians to improve service ability and reduce working mistakes. At the same time, other training aspects such as polite manners, specification language, psychological quality, mind training and service skill should also be strengthened in order to promote librarians’ contingency ability in dealing with different circumstances.
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The Relationships among Service Quality, Customer Satisfaction, and Customer Loyalty in Library Services

The Relationships among Service Quality, Customer Satisfaction, and Customer Loyalty in Library Services

The study used the AMOS method to test the proposed model. The results showed that the overall model fit the data extremely well (Chi- square is 82.666 with 62°, GFI = 0.943). The results of the internal structure model fitness test were also suitable (t > 3.29, p < 0.001). Therefore, this study concludes that, in the library, service quality and customer satisfaction is directly related to customer loyalty. These findings agree with those of previous studies (Reichheld and Sasser, 1990; Liao, 2007; Bindu et al., 2009; Liao, 2012; Islam et al., 2012). The obtained results in this research are in line with other research findings. They confirmed the relationship between service Table 3: Cronbach’s alpha for scale items
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A Supply Chain Model for Library Quality and Service Improvement

A Supply Chain Model for Library Quality and Service Improvement

A large research project on the impact of the digital publishing revolution in Australia is described in a series examining technology and the production of books. Cope (2001a, b) examined how technology af- fected the book production supply chain and the aca- demic textbook supply chain. Particularly relevant to the internal library supply chain are how processes are affected as the Internet becomes a key tool in production and sale of information. The author also described how the “direction of change in the supply chain is disintermediation: the collapse of one ele- ment of the process into another, or the disappear- ance of one step.” An issue for libraries in this era of changing formats is the delivery of electronic prod- ucts alone or in combination with printed versions. Cope also noted that the role of the research institu- tion is in developing opportunities for the informa- tion supply chain as the “resolution of the digital rights management issues can best occur in a highly complex environment (i.e. in terms of granularised texts, mixed formats, copying practices and so on)”. Indeed, technologies have tended to play key roles in the library research. Curran and Porter (2007) for example, described the use of radio frequency iden- tification (RFID) tags and readers in library systems to reduce costs and improve library service quality. Heinrich and LaFollette (2010) described the use of an integrated library system at the California State University Northridge library and the impact of the system on vendor relations, workflows, customer service and costs.
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Users’ Perception for Quality Service Delivery in Albert Ilesanmi Ilemobode Library, Federal University Of Technology Akure (FUTA)

Users’ Perception for Quality Service Delivery in Albert Ilesanmi Ilemobode Library, Federal University Of Technology Akure (FUTA)

According to Kitana and Saydam (2014), if a library is able to make available precise information at the time it is needed by users and in a desired form, then, it is providing quality service. Quality library services mean satisfying the requests of the individual user, fully and quickly. However, the basic principles that underpin quality management are based on the continuing improvement of services, adopting a customer focused approach, and responding to the needs and activities of all other stakeholders (Kulkarni andDeshpande2012). Verzosa (2011) indicated that library service quality demands: Continuous improvement of services against the users‘ expectation, acknowledging the interdependence of content, technology, facilities and
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Library and Information Service Delivery for the Blind and Physically Challenged in University of Nigeria Nsukka Library

Library and Information Service Delivery for the Blind and Physically Challenged in University of Nigeria Nsukka Library

This paper is an investigation into the evolution of library services for the blind people - library services for the blind and physically challenged in Nigerian universities with particular reference to the University of Nigeria, Nsukka (UNN), meeting the needs of persons with visually impaired through assistive technologies such as Screen reader, Braille translation software, Braille writing equipment, Closed –circuit television (CCTV), and Braille embosser and scanners. Challenges militating against service delivery for the visually impaired in Nigeria and workable strategies for improving library and information services to the visually impaired are suggested. The researchers recommend that special education teachers and the university authorities should attempt to provide facilities and employ teachers with solid Braille literacy skills to teach the visually impaired learners.
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Marketing of Academic Library Services for Effective Service Delivery in Delta State University Library

Marketing of Academic Library Services for Effective Service Delivery in Delta State University Library

Marketing of library services is not an easy task as marketing of tangible goods or products. This is because services rendered cannot be returned by an unsatisfied library user as in the case of a consumer of a product, and an unsatisfied library user may decide to look for an alternative means of getting his/her information. Jestin and Parameswari (2002) opined that the increasingly important role of information has resulted in varieties of services rendered by the library in order to meet the ever changing needs of library users. They stressed the idea that modern library services must be based on the modern concept of marketing to achieve library users’ satisfaction and to nurture a culture of customer service in order to boost the library’s image in the eyes of the users. The American Marketing Association (2007) provides a comprehensive definition of marketing as the series of activities, set of institutions and processes for creating, communicating, delivering and exchanging of offering that have values for customers, clients, partners and the society at large. Marketing is management process that includes: a market plan, market research, market segmentation, market mix etc Graves and Wulff (1990) and Kotler (2000).
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Factors of Service Quality and Service Recovery Quality of Online Retailers

Factors of Service Quality and Service Recovery Quality of Online Retailers

Exploratory factor analysis indicates five factor structure of ‘online retail service quality’ as; e-reliability, e- servicescape, e- technology dissatisfiers, e-security and e- delivery. These five factors are the most important dimensions defining the concept. The research also suggests two important factors of ‘online retail service-recovery’ as; e-support and e-compensation. The first factor of ‘service quality of online retailer’s is e-reliability. This factor is about the truthfulness of product offerings made by the online retailers. This factor is also about uncertainty and fear of transaction failures. The customers look at the solutions under the situation of transaction failures. Since online customers are physically distanced from the retailer, he/she is looking at meaningful product and process related guarantees provided by the retailer. One of the prime concerns of the online customer is process and methodology of handling product returns and exchanges. E-reliability, being the first explored, it is the most important factor for consideration. The second important factor of service quality is e-servicescape. This factor is about organization of online retailer website. Costumers are looking forward to well organized website for efficient searching of product. The website should be easy to go-around and search for products. All relevant information for purchase decision making like; products, delivery schedule, payment methods should be easily available on the website. The website should be simpler to use. It should be quick to respond to search and purchases. Retailer website should be easy to surf, move around and if required pay and make purchases. The third factor, e- technology dissatisfiers, represents consumers apprehensions towards website
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Service for a New Generation: Implications for Implementing Video Game Service in an Academic Library

Service for a New Generation: Implications for Implementing Video Game Service in an Academic Library

Taking into account that the university fall semester begins in August and ends in December with the spring semester beginning again in January, the circulation numbers reflect increased use as the semester progresses. As the semester begins to wane and final examinations and course project deadlines near, gaming-related check outs begin to decline, though slightly. These figures reflect only the number of times gaming items were circulated and do not account for those students who may bring their own games or game controllers to the library or those who indirectly participate as audience members. A review of total number of charges, by title, revealed some staggering circulation trends. Popular games, such as those frequently mentioned by survey respondents and forum participants, are among the most heavily circulated. At the time of writing, one copy of Guitar Hero II has been checked out 879 times, while the two library-owned copies of Halo 3 have circulated over 1000 times since their addition to the library’s video game collection. What is particularly interesting here is that both Guitar Hero and Halo 3 are known for their reputation as multiplayer, party games, suggesting students prefer the games that promote collaboration. Multiplayer sports games, such as Madden NFL 2008 (650) and Wii Sports (583), also boast impressive circulation numbers. The popularity of multiplayer games may also account for the higher circulation rate of gaming accessories, as a group of students may check out a number of controllers to play a single game.
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Government Funding and Library Service in North Carolina

Government Funding and Library Service in North Carolina

Most library systems are just one part of a local government entity, typically the county or municipality in which that system is located. In interviews with them, some administrators talked about other local government agencies as partners. “We’ve worked a lot with [some departments in our area] to make programs, because we’re all feeling the effects of the economic downturn,” said one administrator. This sentiment was echoed in other interviews, with an administrator making it clear that funding cuts were happening to all of the local government agencies, and that libraries were not being singled out in any way. The effects of these economic cuts are being distributed as evenly as possible.
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Implementing a 3D printing service in a biomedical library

Implementing a 3D printing service in a biomedical library

Three-dimensional (3D) printing is opening new opportunities in biomedicine by enabling creative problem solving, faster prototyping of ideas, advances in tissue engineering, and customized patient solutions. The National Institutes of Health (NIH) Library purchased a Makerbot Replicator 2 3D printer to give scientists a chance to try out this technology. To launch the service, the library offered training, conducted a survey on service model preferences, and tracked usage and class attendance. 3D printing was very popular, with new lab equipment prototypes being the most common model type. Most survey respondents indicated they would use the service again and be willing to pay for models. There was high interest in training for 3D modeling, which has a steep learning curve. 3D printers also require significant care and repairs. NIH scientists are using 3D printing to improve their research, and it is opening new avenues for problem solving in labs. Several scientists found the 3D printer so helpful they bought one for their labs. Having a printer in a central and open location like a library can help scientists, doctors, and students learn how to use this technology in their work.
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Building a Peer-Learning Service for Students in an Academic Library

Building a Peer-Learning Service for Students in an Academic Library

During our first academic year of the peer research consultant service, we worked to determine best practices. During the second academic year, we focused on integrat- ing the library, the Writing Center, and the Speech Lab into the Knowledge Market space. Helping consultants from three separate areas work side-by-side and refer to one another’s services has taken deliberate effort, including designing opportunities for shared training and building community. From this experience, we learned that peer consultants quickly recognized the power in having their colleagues in close proximity and found opportunities to refer to one another’s services to further help the students with all aspects of their assignments. We anticipate that it will take three to five years for us to fully realize how students will use the Knowledge Market and how it might fundamentally change the student learning experience.
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6.5 Quality of Service

6.5 Quality of Service

Various factors can be identified that may lead to greater adoption of RSVP and IntServ in the near future. First, applications that actually re- quire QoS, such as voice-over-IP and real-time video conferencing, are much more widespread than they were 10 years ago, creating a greater demand for sophisticated QoS mechanisms. Second, admission control— which enables the network to say “no” to an application when resources are scarce—is a good match to applications that cannot work well unless sufficient resources are available. Most users of IP telephones, for exam- ple, would prefer to get a busy signal from the network than to have a call proceed at unacceptably bad quality. And a network operator would prefer to send a busy signal to one user than to provide bad quality to a large number of users. A third factor is the large resource requirements of new applications such as high definition video delivery: because they need so much bandwidth to work well, it may be more cost-effective to build net- works that can say “no” occasionally than to provide enough bandwidth to meet all possible application demands. However this is a complex tradeoff and the debate over the value of admission control, and RSVP and IntServ as tools to provide it, is likely to continue for some time.
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eCRM- Service Quality

eCRM- Service Quality

witnessed the rise in the uses of information and communication technologies in dealing issues mention above. The term 'IT-enabled services' encompasses many activities carried out through computer networks and the Internet, including inter-organizational commerce, intra-organizational transactions, and transactions involving the individual consumer. The impact of IT made a substantial difference in business-to-customers (B2C) transactions. The IT seemed to offer almost unlimited possibilities. Indeed, numerous firms had already experienced its considerable benefits [3]. One of the consequences of the development of the IT was the emergence of the World Wide Web, an Internet service that organized information according to hypermedia and hyperlink paradigms [4]. Some organisations had invested in the Web, often with the objective of using it as a way to maximize resources.
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B. Quality of Service

B. Quality of Service

In Proceedings of Quality in Research Conference (QIR) 2007, Sari R. F., Gde D I, Mukhayaroh N, Laksmiati D [9], made a performance evaluation of Weighted Round Robin which showed that the WRR based scheduler Implementation in WiMAX has supported WiMAX QoS by suppressing packet loss and providing each QoS classes throughput value as they should be.

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Quality of Service Commands

Quality of Service Commands

Usage Guidelines Use this command to specify the name of the class for which you want to create or modify class map match criteria. Use of the class-map command enables class-map configuration mode in which you can enter one of the match commands to configure the match criteria for this class. Packets arriving at either the input or output interface (determined by how the service-policy command is configured) are checked against the match criteria configured for a class map to determine if the packet belongs to that class. When configuring a class map, you can use one or more match commands to specify match criteria. For example, you can use the match access-group command, the match protocol command, or the match input-interface command. The match commands vary according to the Cisco IOS release. For more information about match criteria and match commands, refer to the “Modular Quality of Service Command-Line Interface (CLI)” chapter of the Cisco IOS Quality of Service Solutions Configuration Guide.
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SELF-SERVICE PHOTOCOPYING & CASHLESS PAYMENT IN A LIBRARY ENVIRONMENT

SELF-SERVICE PHOTOCOPYING & CASHLESS PAYMENT IN A LIBRARY ENVIRONMENT

Self-service photocopiers have long been expected by the public as a service of a library. Increased functionality in today's digital office equipment has led to increased feature offerings as well as patron usage. Patrons now can often get color copies, double-sided copies, or even copies on large paper and pay only for the features they use. However, with the advent of this increased functionality came incremental cost increases. These increases, when passed on to the patron, led to increased revenue for the library. While this benefited libraries by helping cover the increased cost of providing these services it also added a hidden soft cost: handling more money. Additionally, while patrons en- joyed a wider array of service offerings they now had to carry more money on them in order to make the best use of the available services. So how do libraries continue to pro- vide improved service to patrons while carefully controlling costs and without sacrificing patron satisfaction? Well, for self-service photocopying the answer is simple: accept credit cards!
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THE PRISON LIBRARY SERVICE This instruction applies to : Reference :

THE PRISON LIBRARY SERVICE This instruction applies to : Reference :

4.2 A list of publications that libraries must provide access to is given at Annex B (mandatory publication list). These must be kept as reference stock where there is likely to be a regular need. Where Governors can demonstrate that an item will be required by prisoners only rarely, and it is cost-effective not to purchase the item as matter of course, it must be quickly accessible should a prisoner request it. This may be through inter-library loan or printing from internet, for example.

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NARUC SERVICE QUALITY WHITE PAPER March 5, NARUC Service Quality Subgroup "Service Quality White Paper"

NARUC SERVICE QUALITY WHITE PAPER March 5, NARUC Service Quality Subgroup "Service Quality White Paper"

Since 1987, the FCC has collected operational data for the largest incumbent local exchange carriers in its Automated Reporting Management Information System (ARMIS) database. The ARMIS Report on Quality of Service collects data for residential and business lines in categories such as average installation intervals in days, percentage of local installation commitments met, initial trouble reports per 100 access lines, repeat out-of-service (OOS) trouble reports as a percentage of initial OOS trouble reports, and OOS repair intervals in hours. The 1993- 2002 ARMIS quality of service data for residential lines served by major ILECs indicated that, in general, there has been an improvement in the performance of the RBOCs in 2001and 2002 in those categories of service, especially when compared to their performance during the mid to late 90s. For further detail, see L. Pérez-Chavolla, “Summary and Analysis of FCC’s ARMIS Quality of Service Data for Major ILECs: 1993 to 2002” (Columbus, OH: NRRI, December 2003).
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