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.
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