Quality assessment of services provided by central library of Industrial Management Institute from users' viewpoint: A LibQual-based study

Subject Areas : Journal of Knowledge Studies

nadjla hariri ¹ , shabnam Shahvar ²

1 - Department of Library and Information Science, Islamic Azad University, Sciences and Research Branch, Tehran
2 - LIS M.A. at Industrial Management Institute

Received: 2009-06-29 Accepted : 2009-12-29 Published : 2010-08-23

Keywords: Library services, LibQual, gap analysis, Library of Industrial Management Institute (IMI),

Abstract :

Purpose: The aim of the research is to assess the satisfaction level of Industrial Management Institute (IMI) library clients, to identify the satisfaction gaps. Methodology: Assessment of satisfaction level is carried out based on a descriptive survey method. Statistical population consists of 912 clients of IMI library out of which 274 were selected as the statistical sample. Findings: In general, findings of the research indicate three negative adequacy gaps in electronic resources available, accessibility of resources and library environment areas. Widest negative adequacy gap can be observed in electronic resources available. Also widest negative adequacy gaps can be observed in external client group and faculty members respectively. Superiority gap is negative for every element of LibQual model among all the groups. Conclusion: Totally, it is evident that there is a difference between current level of service and the service level desired by the clients.  

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