A quality assessment study of services provided by libraries of Hamadan University of Medical Sciences: Using gap analysis model

Subject Areas : Journal of Information Systems and Services

Mahdi  Moradian Tamjid ¹ (M.A. of Knowledge and Information Science, Islamic Azad university, Hamedan,Iran)
Saeid  Ghafari ² (Assisstant professor of Knowledge and Information Science at ًًQom Payame Noor University)
Atefeh  Zarei ³ (Ph.D student of Knowledge and Information Science and faculty member at University of Hamedan)

Received: 2013-03-15 Accepted : 2013-06-10 Published : 2013-06-21

Keywords: Performance evaluation, Gap analysis, Hamadan Medical Sciences Unive, University libraries, Quality of Services,

Abstract :

Objective: The aim of this study is to determine the quality level of services of Hamedan Medical Sciences University libraries through gap analysis. Method: This study is applied based on survey – analytical method which evaluates the quality of provided services by means of the questionnaire a“I.A. LibQual”.  The population of this study consists of the active users of Hamadan Medical Sciences University libraries based on a random stratified sampling, using the Kerjcie and Morgan,which a sample size equal to 367 persons was obtained. Results: The quality level of services provided by the libraries equals to 2/987 according to the users; and these libraries have, in general, been able to meet the minimum expectations of the users and there is a big gap for them to reach the goal of meeting the whole expectations of the users. From the users’ perspective, the scopes of “hiring”, “staff” and “information station” have received the highest degree of preference and importance respectively. And “publication”, “press” and “audiovisual resources” received the lowest level of importance. On the other hand, the result of the first five hypotheses show that from the users’ perspective, there is a meaningful importance between the level of importance of the basic five main components of quality and the performance level. Conclusions: The gap between the level of importance and the quality level of current services in five components is negative. In other words, to achieve the level of users’ satisfaction and to increase the quality of existing services, Hamadan Medical Sciences University libraries need more effective planning and efforts.

References:

اسفندیاری مقدم، ع. (1388)، ارزیابی کیفیت خدمات کتابخانه‌های واحد علوم و تحقیقات دانشگاه آزاد اسلامی تهران از طریق مدل تحلیل شکاف،  (پایان‌نامه دکتری). دانشگاه آزاد اسلامی واحد علوم و تحقیقات، تهران.

اشرفی ریزی، ح. و کاظم پور، ز. (1386). "مدل لایب‌کوآل و کاربرد آن در کتابخانه‌های دانشگاهی"، فصنامه کتاب، ش.70.

باباغیبی، ن. و فتاحی، ر. (1387)،"مقایسه سنجش کیفیت خدمات کتابخانه‌های دانشگاه فردوسی مشهد از دیدگاه کاربران و کتابداران با استفاده از ابزار لایب‌کوآل"، کتابداری و اطلاع‌رسانی، ج.11 ش.4.

حافظ نیا، م.ر. (1385)،  مقدمه‌ای بر روش تحقیق در علوم انسانی، تهران. سمت.

حریری،ن. و افنانی، ف. (1387). "بررسی کیفیت خدمات کتابخانه‌های علوم پزشکی تابعه وزارت بهداشت، درمان و آموزش پزشکی و دانشگاه آزاد اسلامی مستقر در تهران از طریق مدل تحلیل شکاف"، کتابداری و اطلاع‌رسانی، ج.11 ش.2

حقیقی، م. (1387)، "کتابخانه­های دانشگاهی"، دایره‌المعارف کتابداری و اطلاع‌رسانی، قا بل دسترسی در:

http://portal.nlai.ir/daka/Wiki%20Pages/کتابخانه‌های%20دانشگاهی.aspx                                                              

کرانی، ا. (1389)، بررسی کیفیت خدمات در کتابخانه‌های دانشگاه علوم پزشکی کرمانشاه از طریق مدل تحلیل شکاف،(پایان‌نامه کارشناسی ارشد)، دانشگاه آزاد اسلامی، واحد همدان.

موکهرجی، آ.ک. (1996)، تاریخ و فلسفه کتابداری. ترجمه اسدالله آزاد. 1382 .تهران: کتابدار.

نجفقلی نژاد، ا. و حسن زاده، م. ح (1386)، ارزیابی کیفیت خدمات کتابخانه مرکزی دانشگاه تربیت مدرس با استفاده از ابزار لایب‌کوال،
(پایان‌نامهکارشناسی ارشد)، دانشگاه تربیت مدرس تهران.

Arshad, A. & Ameen, K. (2010),"Service Quality of the University of the Punjab's Libraries: An Exploration of Users' Perceptions", Performance Measurement and Metrics,
11 (3), 313 – 325.

Bace, M., et al., (2006). “LibQUAL⁺ 2005 analysis and action report. University Libraries, University of Alabama”. Available at:  http://www.lib.ua.edu/about/assessment/LibQual+2005summaryreportfinal.htm

Calvert, P.J. (2001), ‘‘International variations in measuring customer expectations’’, Library Trends, 49 (4), 732-58.

Kalb, S. (2007), "LibQUAL survey 2007 at Queen’s University library: Analysis of Results", available at: library.queensu.ca/webir/libqual-2007/2007-LibQUAL-Report.pdf (accessed
9 Jul 2012).

Kiran, K. (2010),''Service quality and customer satisfaction in academic libraries: perspectives from a Malaysian university'', Library Review, 59(4), 261-273.

LIBQUAL 2010 – SIMON FRASER UNIVERSITY LIBRARY – SUMMARY REPORT, available at: http://www.lib.sfu.ca/sites/default/files/10676/LIBQUAL%202010_report_final.pdf(accessed
 9 Jul 2012).

Sahu, A.K. (2007), "Measuring service quality in an academic library: an Indian case study", library Review, 56(3), 234-243.

Shoeb, Z.H. (2011),"Identifying service superiority, zone of tolerance and underlying dimensions: Service quality attributes in a private university library in Bangladesh", Library Review,
 60 (4), 293 - 311

Assessment of library service quality: library and Information services center of Sirindhorn International Institute of Technology (SIIT), available at:                        http://www.siit.tu.ac.th/libqual_report.pdf