The users' expectations of library service quality in the college libraries of Pakistan: a LibQUAL study

IF 1.8 Q2 INFORMATION SCIENCE & LIBRARY SCIENCE
K. Mahmood, S. Rehman, M. Ashiq
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引用次数: 1

Abstract

PurposeThis research study is conducted to thoroughly investigate the users' expectations for excellent library service quality (LSQ) from college libraries. It will also identify whether there is any difference in the desired library service quality among different type of users, gender and academic discipline.Design/methodology/approachA survey method was used, and the data were collected from 998 respondents, which included faculty members, masters, bachelor's and intermediate students. In order to conduct the study, LibQUAL + instrument were adapted.FindingsThe results demonstrated that the users expected a higher level of services from the college libraries of Pakistan. The highest desired expectation of the users were related to “library as a place (LP)” dimension, while the lowest expectation was with regards to the “information control (IC)” dimension. The results indicated a significant difference among the various types of users and academic disciplines regarding their expectations with library services.Practical implicationsThe appointment of college librarians against nearly 500 vacant posts would significantly improve the LSQ in these libraries. The result of the study would indeed be useful for the college administration, librarians the Government of the Punjab and the Punjab Higher Education Commission (HEC) for future planning, improvement of services and allocation of resources.Originality/valueThis study is the first in-depth effort into investigating the LSQ of the college libraries of the Punjab, Pakistan. This study will be helpful to understand the LSQ from developing countries’ perspective.
巴基斯坦高校图书馆用户对图书馆服务质量的期望——基于LibQUAL的研究
目的本研究旨在深入调查高校图书馆用户对卓越图书馆服务质量的期望。它还将确定不同类型的用户、性别和学术学科在期望的图书馆服务质量方面是否存在任何差异。设计/方法/方法采用调查方法,从998名受访者中收集数据,其中包括教师、硕士、学士和中级学生。为了进行研究,采用了LibQUAL+仪器。结果表明,用户期望巴基斯坦大学图书馆提供更高水平的服务。用户期望值最高的是“图书馆即场所(LP)”维度,而期望值最低的是“信息控制(IC)”维度。研究结果表明,不同类型的用户和学术学科对图书馆服务的期望存在显著差异。实际意义针对近500个空缺职位任命大学图书馆员将显著提高这些图书馆的LSQ。这项研究的结果确实对大学管理部门、图书馆员、旁遮普省政府和旁遮普省高等教育委员会(HEC)的未来规划、服务改进和资源分配有用。原创性/价值本研究是对巴基斯坦旁遮普邦大学图书馆LSQ的首次深入调查。本研究将有助于从发展中国家的角度理解LSQ。
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来源期刊
Performance Measurement and Metrics
Performance Measurement and Metrics INFORMATION SCIENCE & LIBRARY SCIENCE-
CiteScore
2.20
自引率
0.00%
发文量
1
期刊介绍: ■Quantitative and qualitative analysis ■Benchmarking ■The measurement and role of information in enhancing organizational effectiveness ■Quality techniques and quality improvement ■Training and education ■Methods for performance measurement and metrics ■Standard assessment tools ■Using emerging technologies ■Setting standards or service quality
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