The effect of users and non-users’ views on the results of the LibQual tool's scores in Islamic Republic of Iran National Library

Subject Areas : Journal of Knowledge Studies

Fariborz Khosravi ¹ , ali delaee milan ² , Ali Dalaei Milan ³

1 - Faculty member of National Library and Archives of I.R. Iran
2 - Librarian of Central Library in Urmia University
3 - Department of Knowledge and Information Science, Shahid Beheshti University

Received: 2015-07-19 Accepted : 2015-10-07 Published : 2016-11-21

Keywords: Users, Non-users, LibQual tool, Quality services of library,

Abstract :

Purpose: This exploratory study considered the problem of evaluating quality in academic libraries. The purpose was to assessing the effect of user and non-user's views on the results of the LibQual tool's scores and, also, measuring the satisfaction of clients using services of the Islamic Republic of Iran National Library. Methodology: This applied research was conducted with analytical methodology. Statistical population of the study were all referred to the National Library (400 were selected as sample). For statistical data analysis, Excel and SPSS software were used and to test questions and assumptions, T test was used for both groups.   Findings: There was significant difference between attitudes of users and non-users, in measuring library service quality with LibQual. Results also showed that the mean scores of service quality at "perceived", "desired", and "minimum" levels, were 5.7865, 8.3125, and 6.7365, respectively; by definition, satisfaction level was equal to superiority gap, which was -2.526 that shows customers are unsatisfied with the services of the National Library. Conclusion: When the LibQual for measuring the quality of library focuses solely on its findings, the results cannot be achieved. Because users are not homogeneous in using and familiar with the library and its services, so comments from real users can be extracted.

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