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 (Faculty member of National Library and Archives of I.R. Iran)
ali  delaee milan ² (Librarian of Central Library in Urmia University)
Ali  Dalaei Milan 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.

References:

اسفندیاری مقدم، ع.ر.؛ رزمی شندی، م.؛ نوروزی، ی. (1392). کیفیت خدمات کتابخانه‌های ایران (بررسی پژوهش‌های مدل لیب کوآل در ایران). فصلنامه تحقیقات کتابداری و اطلاع رسانی دانشگاهی، (64)، 191-208.

امیدی فر، س.؛ موسوی زاده، ز. (1388). سنجش سطوح کیفیت خدمات کتابخانه دانشکده روانشناسی و علوم تربیتی دانشگاه علامه طباطبایی با استفاده از مدل لیب کوال. تحقیقات اطلاع‌رسانی و کتابخانه‌های عمومی، 15(4)، 80-61.

باباغیبی، ن.؛ فتاحی، ر.ا. (1387). مقایسة سنجش کیفیت خدمات کتابخانه‌های دانشگاه فردوسی از دیدگاه کاربران و کتابداران با استفاده از ابزار لایب‌کوآل. فصلنامه کتابداری و اطلاع‌رسانی، 44(11)، 184-172.

حریری، ن.؛ افنانی، ف. (1387). تحلیل شکاف کیفیت خدمات کتابخانه مرکزی دانشکده پزشکی دانشگاه علوم پزشکی تهران. فصلنامه کتاب، (76)، 180-165

کاظم پور، ز. (1385). ارزیابی کیفیت خدمات کتابخانة مرکزی دانشگاه­های فنی ـ مهندسی دولتی شهر تهران بر اساس مدل لایب‌کوآل. پایان‌نامة کارشناسی ارشد رشته کتابداری و اطلاع رسانی، دانشگاه تهران، تهران.

نجفقلی نژاد، ا.؛ حسن زاده، م. (1388). ارزیابی مجموعه، کارکنان، و فضای کتابخانه مرکزی دانشگاه تربیت مدرس بر اساس ابزار «لیب کوال». پژوهشنامه پردازش و مدیریت اطلاعات، (59)، 131-152

Edgar, w. B. (2006). Questioning libqual+(tm): expanding its assessment of academic library effectiveness. Portal: libraries and the academy; Oct 2006; 6, 4

Green, J. P. (2006). Determining the reliability and validity of service quality scores in a public library context: a confirmatory approach. Doctor of philosophy. Capella University

Hernon, P.; Danuta A. N. (2001). Service quality: A concept not fully explored. Library Trends, 49(4), 687-708.

Kim, Yunkeum(2003). Measuring and assessing internet service quality at public library, thesis for doctor of philosophy. University of Wisconsin-Madison.

Kyrillidou, M. (2002). From input and output measures to quality and outcome measures, or, from the user in the life of the library to the library in the life of the user. the journal of academic librarianship, 28, 42-46

Kyrillidou, Martha (2009). Library quality assessment through libqual+®, Presented at Leuven, Belgium, June 2, 2009

Nitecki, D. a. (1995). An assessment of the applicability of servqual dimensions as customer-based criteria for evaluating quality of services in an academic library. University of Maryland in partial fulfillment doctor of philosophy

Posey, James A. (2009). Student perceptions and expectations of library services quality and user satisfaction at Walters state community college. Doctor of education. East Tennessee State University.

Thompson, B.; Kyrillidou, M.; Cook, C., (2007). On-premises library versus googlelike information gateway usage patterns: a libqual+ tm study. Portal, 7(4), 463-480.

Weiner, Sh. A. (2005). library quality and impact: is there a relationship between new measures and traditional measures? Journal of academic librarianship,31 (5), 432–437