Service Quality Assessment in Provision of Library Services

Libraries are dynamic organization providing dynamic services to their patrons. However, advances in IT and networking have created a serious competition to libraries from many information service provisioning agents. The purpose of this study is to understand the issue relevant to service quality assessment in libraries and subsequently develop a conceptual model of aligning library quality of service assessment for effective reporting of library value and performance to stakeholders. In this paper, we will focus on the provision of library services and the nature of the relationship and interactions between various components of library services.

[1]  Asefeh Asemi,et al.  Using LibQUAL+TM to improve services to libraries: A report on academic libraries of Iran experience , 2010, Electron. Libr..

[2]  Colleen Cook,et al.  Item sampling in service quality assessment surveys to improve response rates and reduce respondent burden , 2009 .

[3]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[4]  Hossein Sayyadi Tooranloo,et al.  Prioritizing academic library service quality indicators using fuzzy approach: Case study: libraries of Ferdowsi University , 2009 .

[5]  Athanasios K. Tsakalidis,et al.  From application service provision to service-oriented computing: A study of the IT outsourcing evolution , 2006, Telematics Informatics.

[6]  Roswitha Poll,et al.  Measuring Quality: Performance Measurement in Libraries. 2nd Revised Edition , 2007 .

[7]  John Carlo Bertot.  Libraries and networked information services: issues and consideration in measurement , 2004 .

[8]  Raymond P. Fisk,et al.  The future of services marketing: forecasts from ten services experts , 2003 .

[9]  Ling‐Feng Hsieh,et al.  The performance indicators of university e-library in Taiwan , 2004, Electron. Libr..

[10]  Jarmo Saarti,et al.  Benchmarking quality systems in two European academic libraries , 2009 .

[11]  W. Boyd Rayward.  The Noble Brow of History: The History and Heritage of Science Information Systems , 2005 .

[12]  Kanwal Ameen,et al.  Service quality of the University of the Punjab's libraries , 2010 .

[13]  D. Nitecki.  Changing the concept and measure of service quality in academic libraries , 1996 .

[14]  Zahid Hossain Shoeb.  Identifying service superiority, zone of tolerance and underlying dimensions , 2011 .

[15]  Siti Hajjar Mohd Amin,et al.  Influence of Reliability Dimension on Service Quality Performance in Northern Region , 2009 .

[16]  Alex Byrne.  Libraries for the Future: progress, development and partnerships. Opening address, World Library and Information Congress: 73rd IFLA Council and General Conference, Durban, South Africa , 2007 .

[17]  Kaur Kiran,et al.  Service quality and customer satisfaction in academic libraries: Perspectives from a Malaysian university , 2010 .

[18]  Mira Mathur,et al.  Advent of Digital Libraries and Measuring Their Performance: A Review , 2005 .