利用结构方程模型研究孟加拉公立大学图书馆服务质量对用户满意度的影响

IF 1.8 Q2 INFORMATION SCIENCE & LIBRARY SCIENCE
Md.Jahangir Alam, M. Mezbah-ul-Islam
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引用次数: 0

摘要

目的本研究旨在利用结构方程模型(SEM)评估孟加拉公立大学图书馆服务质量维度对用户满意度的影响。设计/方法/方法本研究基于SERVQUAL、LibQUAL+和SERVPERF工具开发了一种SEM方法,包括5个服务质量维度下的30个项目和8个满意度项目,采用7点李克特量表评估图书馆服务质量维度对用户满意度的影响。为此,通过结构化问卷调查,对孟加拉国9所选定的公立大学图书馆的437名学生、52名哲学硕士/博士研究人员和32名教师进行了调查。SEM方法包括路径分析、验证性因子分析和探索性因子分析,以及以用户满意度为因变量的结构信度和效度,以五个服务质量维度为自变量。该模型被认为是重要的,并澄清了58%的用户满意度总变化。研究发现,公立大学图书馆资源、馆员能力、行为方式和有形设施对用户满意度有显著影响。创意/价值在孟加拉国,首次采用SEM方法来确定图书馆服务质量对用户满意度的影响。此外,这也为未来全球高校图书馆用户满意度与服务质量维度之间的结构关系研究提供了一条途径。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Impact of service quality on user satisfaction in public university libraries of Bangladesh using structural equation modeling
PurposeThe study aims to appraise the impact of service quality dimensions on user satisfaction in Bangladeshi public university libraries using structural equation modeling (SEM).Design/methodology/approachThis study developed an SEM method based on SERVQUAL, LibQUAL+ and SERVPERF instruments, including 30 items under five service quality dimensions and eight satisfaction items with the 7-point Likert scale to appraise the impact of library service quality dimensions on user satisfaction. For this purpose, a survey was carried out among 437 students, 52 MPhil/PhD researchers and 32 teachers of the nine selected public university libraries of Bangladesh through a structured questionnaire. The SEM approach included path analysis, confirmatory and exploratory factor analysis, as well as construct reliability and validity where user satisfaction was used as the dependent variable, and five service quality dimensions were applied as independent variables.FindingsThis model was identified as significant and clarified 58% of the total variation in user satisfaction. The study findings indicated that resources of the libraries, staff competence, demeanor approach and tangible facilities of the public university libraries have a significant impact on user satisfaction.Originality/valueAn initiative has been taken for the first time to ascertain the impact of library service quality on user satisfaction applying the SEM approach in Bangladesh. Moreover, it creates an avenue to prompt future studies on the structural relationship between user satisfaction and service quality dimensions in academic libraries globally.
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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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