بررسی انتظارات کاربران و میزان رضایتمندی آنها از خدمات کتابخانه با استفاده از ابزار لایب کوال (مورد مطالعه: کتابخانه دانشگاه آزاد اسلامی واحد مرودشت)
محورهای موضوعی : دانش شناسی
پگاه تاجر
1
(دانشگاه آزاد اسلامی، واحد مرودشت، گروه علوم کتابداری و اطلاع رسانی،مرودشت، ایران.)
کلید واژه: ارزیابی عملکرد, کیفیت خدمات, رضایتمندی, لایب کوال, خدمات کتابخانه, انتظارات کاربران, کتابخانه دانشگاه آزاد اسلامی واحد مرودشت,
چکیده مقاله :
هدف: این پژوهش با هدف بررسی انتظارات و میزان رضایتمندی کاربران کتابخانه دانشگاه آزاد اسلامی واحد مرودشت انجام شد. روش پژوهش: پیمایشی کاربردی و ابزار گردآوری اطلاعات پرسشنامه لایب کوال می باشد. جامعه آماری شامل اعضای هیأت علمی(198 نفر) و دانشجویان کارشناسی ارشد (1027 نفر )دانشگاه آزاد اسلامی واحد مرودشتاست که 300 نفر به صورت تصادفی سیستماتیک بر اساس فرمول کوکران انتخاب شدند. یافته‌ها: حداقل و حداکثر انتظار پاسخگویان از بعد تأثیر خدمات بیش از دو بعد دیگر است و پس از آن بعد کنترل اطلاعات و مکان قرار دارد. میانگین نمره پاسخگویان از طیف حداکثر انتظار از کیفیت خدمات کتابخانه دانشگاه آزاد اسلامی واحد مرودشت 14/142 است (با میانگین 1/7 برای هر شاخص) که نشانگر انتظار بالای آنها از کتابخانه این دانشگاه است. نتیجه‌گیری: میانگین نمره پاسخگویان از وضع موجود کیفیت خدمات کتابخانه، از حداقل انتظار آنها نیز کمتر است و بین حداقل انتظارات پاسخگویان و سطح واقعی کیفیت خدمات این کتابخانه و نیز حداکثر انتظارات آنها و سطح واقعی کیفیت خدمات این کتابخانه شکاف معناداری وجود دارد.
Purpose-The aim of this research is to investigate the expectations and satisfaction of library user of Islamic Azad University – Marvdasht Branch. Methodology-Based on Kukran formula, the research sample included 300 users included the faculties and M.S students. The study was done using printed version of LibQUAL+ ® survey. Findings- findings showed that minimum and desired service levels in Affect of Service are more than Information Control and Library as Place. Mean score for desired service level is 142/14 (mean score for each item =7/1) that shows high user expectations of MIAU Library. Conclusions- The study showed that users’ minimum expectations are slightly more than average. The mean score for perceived service performance is lower than the mean score of their minimum expectations. Therefore, there is a significant gap between minimum expectations and perceived service performance and also between the desired expectations and perceived service performance.
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