Library's quality impact on satisfaction and improvement priorities

IF 1.3 Q2 INFORMATION SCIENCE & LIBRARY SCIENCE

Library Management Pub Date : 2022-12-16 DOI:10.1108/lm-08-2022-0076

Sunitiya Thuannadee

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引用次数: 1

Abstract

PurposeThis study aims to identify library service dimensions at the Suranaree University of Technology (SUT), Thailand, examine the effect of perceived quality on overall satisfaction and determine the library service's improvement priorities.Design/methodology/approachThe modified service quality (SERVQUAL) questionnaire was administered to SUT faculty and students. The perceived quality of service attributes was determined by comparing the perception of the actual service received with the expectation. Exploratory factor analysis (EFA) was utilized to classify the service dimensions, and proportional odds ordinal logistic regression was employed to examine the impact of perceived quality on overall satisfaction. The improvement priorities were determined using the importance–performance analysis (IPA).FindingsEFA suggested four service dimensions of the SUT library services: collection and access, organizational service, service delivery by staff and library as a place. The perceived quality of all dimensions positively affected overall satisfaction. However, the “library as a place” had a nonsignificant effect on faculty satisfaction, while the “collection and access” had a nonsignificant effect on student satisfaction.Originality/valueIn the context of library services, few studies have examined the effect of perceived quality on satisfaction and investigated improvement priorities using IPA. This study addresses these research gaps and provides deeper insights into the faculty and student perspectives on the university library services.

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图书馆质量对满意度和改进优先级的影响

目的本研究旨在确定泰国泗水理工大学的图书馆服务维度，检验感知质量对整体满意度的影响，并确定图书馆服务的改进重点。设计/方法/方法对SUT师生进行改良服务质量（SERVQUAL）问卷调查。感知的服务质量属性是通过将所接收的实际服务的感知与期望进行比较来确定的。采用探索性因素分析（EFA）对服务维度进行分类，并采用比例优势有序逻辑回归检验感知质量对整体满意度的影响。改进重点是通过重要性-绩效分析（IPA）确定的。FindingsEFA提出了SUT图书馆服务的四个服务层面：收集和访问、组织服务、工作人员提供的服务和图书馆作为一个地方。所有维度的感知质量都对整体满意度产生了积极影响。然而，“图书馆作为一个地方”对教师满意度的影响不显著，而“收藏和访问”对学生满意度的影响则不显著。原创性/价值在图书馆服务的背景下，很少有研究考察感知质量对满意度的影响，并使用IPA调查改进优先级。这项研究填补了这些研究空白，并对教师和学生对大学图书馆服务的看法提供了更深入的见解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Library Management INFORMATION SCIENCE & LIBRARY SCIENCE-

CiteScore

2.70

自引率

15.40%

发文量

期刊介绍： ■strategic management ■HRM/HRO ■cultural diversity ■information use ■managing change ■quality management ■leadership ■teamwork ■marketing ■outsourcing ■automation ■library finance ■charging ■performance measurement ■data protection and copyright As information services become more complex in nature and more technologically sophisticated, managers need to keep pace with innovations and thinking in the field to offer the most professional service with the resources they have.