سنجش کیفیت خدمات کتابخانه مرکزی دانشگاه علوم پزشکی شهید بهشتی از دید کاربران با استفاده از مدل لایب کوال
محورهای موضوعی : دانش شناسیحمید مقدسی 1 , سعیده ولی زاده 2
1 - دکترای مدیریت اطلاعات بهداشتی و انفورماتیک پزشکی، دانشیار، دانشکده پیراپزشکی، دانشگاه علوم پزشکی شهید بهشتی.
2 - دانشجوی دکترای مدیریت اطلاعات بهداشتی، دانشکده پیراپزشکی، دانشگاه علوم پزشکی شهید بهشتی.
کلید واژه: ارزیابی, کیفیت خدمات, کتابخانه دانشگاهی, ابزار لایب کوال, کتابخانة مرکزی دانشگاه علوم پزشکی شهیدبهشتی,
چکیده مقاله :
هدف: پژوهش حاضر با هدف ارزیابی کیفیت خدمات کتابخانه مرکزی دانشگاه علوم پزشکی شهید بهشتی از دیدگاه کاربران، با استفاده از مدل لایب کوال در سه سطح حداقل، حداکثر و واقعی انجام گرفته است. روش پژوهش: پژوهش حاضر مقطعی از نوع توصیفی تحلیلی بوده است. داده ها از طریق پرسشنامه لایب کوال جمع آوری گردید. روش نمونه گیری بصورت تصادفی و حجم نمونه از طریق جدول برآورد حجم نمونه کرجی و مورگان تعداد 224 نفر تعیین شد. جامعة آماری این پژوهش، کاربران کتابخانه مرکزی دانشگاه علوم پزشکی شهید بهشتی، شامل تمامی دانشجویان، در مقاطع کارشناسی، کارشناسی ارشد و دکتری می باشد. یافته ها: خواسته های کاربران حتی در سطح حداقل نیز برآورده نشده است و با سطح مطلوب و حداکثر انتظارات کاربران، تفاوت قابل ملاحظه ای وجود دارد. همچنین، بیشترین نارضایتی مربوط به بعد اثر گذاری خدمات می باشد. نتیجه گیری: بین انتظارات کاربران و خدمات ارائه شده از سوی کتابخانة مرکزی دانشگاه علوم پزشکی شهید بهشتی تفاوت معناداری وجود دارد و کتابخانه مذکور از دید کاربران خود، عملکرد مطلوبی نداشته است.
Objective: The current research aimed at evaluating the service quality of the central library of Shahid Beheshti University of Medical Sciences. It has been done by using Libqual+TM model from view of respondents’ minimum, desired, and perceived levels of service quality. Methodology: The research type was analytical descriptive and data were gathered by using Libqual questionnaire. The Target population of this research included all of the students who were the users of the central library of Shahid Beheshti University of medical sciences. The sampling method was random sampling, and sample size was 224 persons determined by using Krejcie and Morgan`s estimate table for sample size. Findings: Users have not been provided with a minimum level of quality even, and there has been a considerable gap between desired and perceived levels of provided service quality. Moreover the most dissatisfaction was related to service effectiveness (The human aspect of service quality) Conclusion: There were differences, and gap between users` conception and offered services in all aspects. The mentioned library had not desired function from its users' perspective.
Shahid Beheshti University of Medical Sciences.University missions.(online)(Availible at :
http: //www. sbmu. ac. ir/Pages/MissionUniversity. Aspx)(Retrived at September 2012) [in Persian]
Shahid Beheshti University of Medical Sciences.University vision on 2025. (online)(Availible at :http://en.sbmu.ac.ir/?siteid=256&pageid=4443)(Retrived at September 2012) [in Persian]
Hariri N. ;Afnani F.(2008). Quality assessment of library services in the universities governed by the Iranian Ministry of Health and Medical Education as well as Islamic Azad University in Tehran . Library and Information Science, 11(2), 29-25. [in Persian]
Hakimi R. ;Soori nezami Z.(2005). Service quality assessment of the central library of Zahedan University fo Medical Sciences. East Medico, 7(4), 267-273. [in Persian]
Taherian A.(2007). Factors influencing improved user satisfaction in libraries with focus on specialized libraries. Book Quarterely , 70, 179-196. [in Persian]
Aliramezani H. et.al.(2008). A survey of the academic staff and students of Kerman University of Medical Sciences on the quality of services of the central library of the University. Development Steps In Medical Education, 5(2), 113-119. [in Persian]
Mirghafouri,S. H.; Makki F.(2007). Service quality assessment of educational libraries using LibQual: A case study of the libraries of Yazd University. Library And Information Sciences Quarterely, 1(10) . [in Persian]
Najafgholinejad. A.(2008). Service quality assessment of the central library of Tarbiat Modares University using LibQual. MLIS Thesis, Tarbiat Modarres University, Tehran. [in Persian]
Ministry o f Health (2010).Second place of type one universities: Shahid Beheshti University Of Medical Sciences. (online)(Availible at: www. hbi. ir/NSite/FullStory/News/?Id=137)(Accessed on shahrivar 1390) [in Persian]
Banwet K. Devinder; Datta B. (2000). Effect of Service Quality on Post-Visit Intentions: The Case of a Computer Centre. Vikalpa, 25 (3). pp49-55.
Thompson B.; Cook C., ; Heath, F. (2000). The LibQUAL+ gap measurement model: the bad, the ugly, and the good of gap measurement. Performance Measurement and Metrics, 1(3), 165-178.
Franklin, B., ; Nitecki, D. (1999). ARL New Measures: User Satisfaction White Paper. Retrieved February, 8, 2002.
Hoare P. (1997). Academic Libraries in International Encyclopedia of Information and Library Science. Ed. John Feather and Paul Sturges. New York, Routledge. pp. 2.
Hoseth, Amy; Kyrillidou, Martha. (2006). Libqual +TM: Procedures Manual. Washington D. C. : Association of Research Libraries.
Hoseth, Amy; Kyrillidou, Martha. (2010). Libqual+ ® survey . Washington, D. C. : Association of Research Libraries.
Krejcie Robert V. ; Morgan Daryle W.. (1970). Determining Sample Size For Research Activities. Educational And Psychological Measurement, 30, 607-610.
Thompson B.; Cook, C. ; Kyrillidou M. (2005). Concurrent Validity of LibQUAL+TM Scores: What Do LibQUAL+TM Scores Measure? Journal of Academic Librarianship, 31 (6) , 517–522.
Thompson B. ; Cook C. ; Kyrillidou M. (2006). Stability of library service quality benchmarking norms across time and cohorts: a LibQUAL+TM study”, Asia-Pacific Conference of Library and Information Education and Practice, Singapore, available at: http: //dlist. sir. arizona. edu/1360/01/08. Bruce_Thompson_pp52-60.
Waller, A. Consuella; Hoseth, Amy; Kyrillidou, M. (2003). Libqual +TM policies and procedures manual. Washington D. C. : Association of Research Libraries.
Zeithaml, V. A. ; Parasuraman, A. ; Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: Free Press, 226 p.
benchmarking norms across time and cohorts: a LibQUAL+TM study”, Asia-Pacific Conference of Library and Information Education and Practice, Singapore, available at: http: //dlist. sir. arizona. edu/1360/01/08. Bruce_Thompson_pp52-60.
Waller, A. Consuella; Hoseth, Amy; Kyrillidou, Martha. (2003). Libqual +TM policies and procedures manual. Washington D. C. : Association of Research Libraries.
Zeithaml, V. A. ; Parasuraman, A. ; Berry, L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: Free Press, 226 p.