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Mamta, Kumar V. A systematic review of library service quality studies: Models, dimensions, research populations and methods. JOURNAL OF LIBRARIANSHIP AND INFORMATION SCIENCE 2023. [DOI: 10.1177/09610006221148190] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 02/11/2023]
Abstract
The study systematically reviews the studies based on a search of published articles from 2010 to 2021 on library service quality with the aim of determining which models of service quality are the most commonly used by librarians as a means of measuring service quality. In addition, the paper makes an effort to determine the variety of dimensions by which these qualitative evaluations were carried out, the types of libraries that have reported such qualitative studies, and the data collection strategies (research population, sample size and data collection instruments) adopted by the authors. The findings indicate that the SERVQUAL and LibQual models are the most frequently adopted models. The empathy, reliability, tangible, assurance, responsiveness, effect of library, information control and library as place are the prominent dimensions. The researchers rely heavily on questionnaire-based survey research methods with sample sizes of less than 100 respondents, mostly reported in academic libraries.
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Affiliation(s)
- Mamta
- Babasaheb Bhimrao Ambedkar University, India
| | - Vinit Kumar
- Babasaheb Bhimrao Ambedkar University, India
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Khan AM, Loan FA. Exploring the reviews of Google Maps to assess the user opinions about public libraries. LIBRARY MANAGEMENT 2022. [DOI: 10.1108/lm-05-2022-0053] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
PurposeIn present networked society, almost all the entities are present on Google Maps. Google Maps has become the first preference for the users for searching and retrieving information about any place. Google Maps provides an opportunity for a user to post ratings and reviews for an entity, including public libraries about their facilities and services, etc. This study explores how users of public libraries in Delhi (India) use Google Maps to share their opinions on library facilities and services and to assess whether Google Maps have the potential to act as an interactive feedback system between users and the authorities.Design/methodology/approachThe Google Maps platform was used as a data source. To classify reviews into distinct categories, a content analysis was performed. Further Sentiment analysis of reviews was executed to highlight the positive, negative and neutral aspects of selected libraries. Moreover, reviews, endorsements and ratings of library products and services were also checked.FindingsThe research reveals that the culture of posting online reviews is increasing day by day and most of the reviews are posted in the English language, with Non Local Guides as the most prolific reviewers. In the reviews, the total number of topics discussed were 685, of which (70.51%) contained positive sentiments, (15.32%) were negative and (14.1%) were neutral reviews. The majority of the negative topics were discussed among the staff category, followed by facilities. Environment and children's areas received positive feedback with five-star ratings and most of them were marked helpful by other users. Users also loved technology, location and collection. The study concluded that Google Maps can be used as a new interactive feedback tool that library authorities can use to connect with users, replacing traditional suggestion boxes and online forms.Research limitations/implicationsThe research is limited to a single platform (Google Maps) and the capital city of India (Delhi) and cannot be generalized across platforms and regions. Moreover, such libraries were taken under the scanner of this study which possessed more than 50 reviews.Originality/valueThe study will help to identify the shortcomings of the Delhi public libraries through Google Maps platform and help them to devise effective strategies to improve their management in view of suggestions and complaints.
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Iqbal M, Rafiq M, Soroya SH. Examining predictors of digital library use: an application of the information system success model. ELECTRONIC LIBRARY 2022. [DOI: 10.1108/el-01-2022-0008] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
Digital libraries are not only an assortment of information assets yet have turned into a digital community for correspondence, searching and electronic learning. Also, economically the investment in terms of money, time, energy and manpower associated with the development of effective digital library (DL) systems demands high utilization of these resources. This study aims to explore the factors that affect the utilization of digital libraries and may lead to users’ satisfaction and finally high exposure to information systems like digital libraries. However, these factors may work differently in different cultures. Considering this fact, DeLone and McLean’s IS success model (ISSM) is tested and expanded in a local academic context.
Design/methodology/approach
Following the quantitative research design, a total of 355 responses were collected through a questionnaire-based survey. Research scholars of the University of Punjab, Lahore, Pakistan were the reviewed population of this study. A two-stage stratified random sampling method was used to choose the sample. Structural equation modelling is used to find out the nature and extent of the relationship among studied variables.
Findings
The findings confirm that service quality is the strong predictor of DL system use, whereas overall users’ satisfaction mediates the relationship between the predictors (content and service quality) and the outcome variable (use).
Originality/value
This work done is the first main endeavour to use the “Information System Success” theories to intervene and mediate the effect of content, IQ, system quality and service quality on the use of DL in the local context.
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Oh DG. How to measure service quality, customer satisfaction and loyalty of public library users: Application of library customer satisfaction index (LCSI) lite model. JOURNAL OF LIBRARIANSHIP AND INFORMATION SCIENCE 2022. [DOI: 10.1177/09610006221101193] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/15/2022]
Abstract
This study develops a simplified Library Customer Satisfaction Index (LCSI Lite) for public libraries. Using data collected from questionnaires administered at four public libraries in South Korea, structural equation modeling was used to measure the scores. The suggested model was confirmed to have good acceptable fit, and that three dimensions of service quality (library personnel, library resources and user services, and facilities and equipment) influenced loyalty via customer satisfaction. After successful factor analysis and reliability testing, three items for library personnel, four for library resources and user services, two for facilities and equipment, two for customer satisfaction, and two for loyalty were analyzed. Means of each item in service quality were over 3.77, and those in satisfaction and loyalty were over 4.00. Direct and indirect effects of the dimensions of service quality were analyzed, with the effect of satisfaction on loyalty. LCSI Lite scores for the libraries as a whole (73.90 out of 100) and for each library were calculated using suggested formula. Finally, research and managerial implications, some recommendations and suggestions for further research, limitations, and conclusions were presented.
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Nuryanti Y, Faidiban RH, Sombuk H, Fabanjo IJ, Susantie NG, Sawaasemariay O, Suriani W, Mansa G. The Effectiveness of Interactive Patient Education on Adherence to Leprosy Medications in an Ambulatory Care Setting Indonesia: A Randomized Control Trial. Open Access Maced J Med Sci 2022. [DOI: 10.3889/oamjms.2022.7634] [Citation(s) in RCA: 0] [Impact Index Per Article: 0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/05/2022] Open
Abstract
BACKGROUND: Poor treatment adherence has been linked to recurrence and the development of antibiotic resistance in leprosy patients. Previous research has shown that structured health education programs improve treatment adherence in other patients, but similar research in leprosy patients is lacking.
AIM: This study aimed to assess the effect of interactive patient education on adherence to leprosy medications in an ambulatory care setting in Indonesia.
METHODS: A randomized controlled trial (RCT) was conducted between January and April 2021. The research was conducted at a public health center in West Papua, Indonesia. This RCT employed 1:1 randomization to allocate participants to one of two groups. Eligibility criteria included those aged over 18 years old and diagnosed with leprosy at least 6 months. An interactive patient education program included four intervention steps that lasted 1 month, with four sessions lasting 60–90 min each week. The Morisky Medication Adherence Scale was used to assess medication adherence. The difference-in-differences technique was used to evaluate the variances between T0 and T1 and T0 for the intervention versus control groups (DID).
RESULTS: Approximately, 200 participants agreed to join in this study (response rate = 72.5%). An interactive patient education program improved outcomes relative to the control at T1; medication adherence increased 0.11 (95% CI 0.01–0.25). At T2, improved outcomes relative to the control were observed in medication adherence (DID coefficient 0.31 (95% CI 0.10–0.59).
CONCLUSIONS: This study demonstrates that an interactive patient education program could effectively enhance medication adherence. Therefore, it is advised that health care professionals working with leprosy patients participate in the development of patient education programs and establish therapeutic partnerships with their patients.
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Soltani-Nejad N, Vakilimofrad H, Fazli F, Saberi MK, Doulani A, Mazloum J. Developing a model to identify the factors contributing to user loyalty of university libraries. JOURNAL OF ACADEMIC LIBRARIANSHIP 2021. [DOI: 10.1016/j.acalib.2021.102386] [Citation(s) in RCA: 3] [Impact Index Per Article: 1.0] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/24/2022]
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Malakooti Asl N, Kaffashan Kakhki M, Parirokh M. The evaluation of the relationship between customers’ knowledge management and their loyalty to academic libraries. GLOBAL KNOWLEDGE, MEMORY AND COMMUNICATION 2021. [DOI: 10.1108/gkmc-12-2018-0104] [Citation(s) in RCA: 2] [Impact Index Per Article: 0.7] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
This study aims to investigate the relationship between customers’ knowledge management and their loyalty to academic libraries.
Design/methodology/approach
This study was conducted by the descriptive-survey method. After determining the validity and the reliability of the questionnaire, 400 questionnaires were distributed among the undergraduate students of Ferdowsi University of Mashhad (FUM) by stratified sampling method. Finally, 373 questionnaires were considered as the basis for data analysis. Structural equation method was used for data analysis.
Findings
In this study, nine hypotheses were examined and tested. The results of the path analysis indicated that factors such as perceived value, knowledge about customer, satisfaction, perceived quality, knowledge for customer and knowledge about customer had the most to least impact on customer loyalty to academic libraries. In addition, this study highlighted the role of perceived value. Data analysis showed the important role of perceived value as an interface between customers’ knowledge management and its direct and indirect relationship with them.
Practical implications
Based on the findings of this study, it seems that the managers and the librarians of academic libraries need to consider the relationship between customers’ knowledge management and perceived quality, as well as the satisfaction of their customers to use the customer knowledge management capacities for developing their loyalty.
Originality/value
In this case, an effective step can be taken toward developing the knowledge management of users and ultimately encouraging them to show their loyalty to academic libraries and satisfying their information needs and providing the justification for the survival of these types of libraries.
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Srirahayu DP, Anugrah EP, Layyinah K. Influence of satisfaction and loyalty on Net Promoter Score (NPS) in academic libraries in Indonesia. LIBRARY MANAGEMENT 2021. [DOI: 10.1108/lm-06-2020-0090] [Citation(s) in RCA: 2] [Impact Index Per Article: 0.7] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
PurposeThis study aims to determine the NPS score of state academic libraries users in Indonesia, the relationship between user loyalty and NPS scores and the relationship between user satisfaction with NPS.Design/methodology/approachThe method used in this research is quantitative explanatory method, which surveyed the relationship between satisfaction, loyalty and NPS variables based on the development of previous studies and existing theories. The population in this study were students visiting the state university library in Surabaya, Indonesia, namely Library A, Library B, Library C and Library D. The total number of samples taken was 200 divided equally to each of the universities, with 50 respondents respectively. Data collection was done with a questionnaire.FindingsThe Result shows that NPS value for academic library in Indonesia was 8. (1) The probability value of satisfaction with NPS is 0.18 (greater than 0.01) so H1 is rejected, meaning that satisfaction has no significant effect on NPS, (2) The probability value of satisfaction with loyalty is < 0.01 so that H0 is accepted. This means that satisfaction has a significant effect on loyalty and (3) The probability value of loyalty to NPS is < 0.01 so that H0 is accepted. This indicates that loyalty has a significant effect on NPS.Research limitations/implicationsTo get user satisfaction, libraries need to improve facilities and services in accordance with the characteristics and needs of users, so that user expectations will be met and achieve satisfaction. When user satisfaction has been fulfilled, user loyalty to library products will be formed, so the NPS score will increase which is manifested by users recommending the library to others. This research has limitations, namely that the object of research is only in public higher education centers, so for generalization it is necessary to add research objects such as private college libraries, public libraries or school libraries.Originality/valueResearch on loyalty by using NPS has not been done much especially in Indonesia. This study also examines the relationship between satisfaction and loyalty on NPS scores.
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Oh DG. Beyond Providing Information: An Analysis on the Perceived Service Quality, Satisfaction, and Loyalty of Public Library Customers. LIBRI 2020. [DOI: 10.1515/libri-2020-0006] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.3] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 01/12/2023]
Abstract
Abstract
This study investigates the customers’ perceptions on three traditional dimensions of the perceived library service quality (library personnel; library resources and user services; and facilities and equipment), customer satisfaction, and customer loyalty of the public library users. Survey data using simplified questionnaires were analyzed which were collected from 1015 users of public libraries in 2015 and 2019 respectively in South Korea. The results show that they were generally satisfied with public library services and want to visit them again and/or recommend them to others based on the good perceptions on the public library service quality, because the means of each variable on a Likert 5-point scale was fairly high: customer satisfaction 3.85, customer loyalty 4.12, and perceived service quality 3.80 (library personnel 3.80, library resources and user services 3.81, and facilities and equipment 3.79). Each of three dimensions of perceived service quality had statistically significant positive impacts both on customer satisfaction and on the loyalty of the users, and that customer satisfaction had statistically significant positive impacts on customer loyalty. Different groups by gender, age, education, and occupation show the mean differences in customer loyalty. This article suggests research and managerial implications and limitations of the study.
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Affiliation(s)
- Dong-Geun Oh
- Department of Library and Information Science , Keimyung University , Daegu 42601, South Korea
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Borrego Á, Comalat Navarra M. What users say about public libraries: an analysis of Google Maps reviews. ONLINE INFORMATION REVIEW 2020. [DOI: 10.1108/oir-09-2019-0291] [Citation(s) in RCA: 6] [Impact Index Per Article: 1.5] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
PurposeGoogle Maps is a web platform that allows users to review businesses and services, including libraries. Given the impact of online reviews on the corporate reputation of companies and institutions, it is important to understand how library users disseminate and process reviews on online sites. This study explores whether Google Maps is being used by users of public libraries in the city of Barcelona (Spain) to share their views on libraries' facilities and services and what perception of the library they transmit.Design/methodology/approachRecords corresponding to the 40 public municipal libraries in Barcelona were retrieved from Google Maps. For each library, the average “rating” (a quantitative assessment of the library) and a sample of the ten most recent “reviews” (a text and/or photograph(s) that accompanies the rating) were analysed. Reviews were categorised into eight categories: “children's areas”, “collections”, “location”, “facilities”, “general reviews”, “opening hours”, “staff” and “technology”.FindingsAll of the city's 40 public libraries are present in Google Maps and have been reviewed by users, usually with high ratings. The number of replies to users' reviews by library managers is negligible. Reviews with low ratings tend to be longer than those with high ratings. In the reviews, children's areas, collections and library location are given positive ratings. Facilities also receive positive reviews, although to a lesser extent, and two issues receive criticism: noise and lack of seating space for studying. Three aspects of the libraries attract similar numbers of positive and negative reviews: staff, opening hours and technology. The study concludes that Barcelona's public libraries should devote more resources for keeping the information in their profiles updated. They should also monitor users' opinions and create guidelines to offer feedback, especially to negative reviews.Research limitations/implicationsThe research is limited by being restricted to a single platform (Google Maps) and a single city (Barcelona). Those writing reviews in Google Maps may not constitute a representative sample of library users. “Local guides”, who tend to award higher ratings than other users, participate in a programme that allows them to earn points that may be exchanged for benefits. Therefore, it is possible that at least some “local guides” publish reviews on public libraries they hardly know (if at all) just to obtain benefits. Similarly, the large number of users commenting on study spaces suggests that young people may be over-represented.Originality/valueMany studies have analysed transaction data in online library settings, including visits, searches, downloads, etc. but there are no examples of analyses of user-generated content such as texts or photos uploaded to review sites and social media. The results of this study will help to improve the understanding of how library patrons see public libraries and to design effective strategies to respond to and generally manage their suggestions and complaints.Peer reviewThe peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-09-2019-0291
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How to increase the loyalty of public library users? A qualitative study. JOURNAL OF LIBRARIANSHIP AND INFORMATION SCIENCE 2019. [DOI: 10.1177/0961000619856081] [Citation(s) in RCA: 6] [Impact Index Per Article: 1.2] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/15/2022]
Abstract
The main objective of this study is to explain how to increase user loyalty behavior to public library services. This study uses a qualitative method based on grounded theory. The research population included users of public libraries in Iran. The data were collected through in-depth interviews, and the theoretical saturation was obtained after interviewing 24 members of public libraries. The collected data through interviews were analyzed using theoretical coding and content analysis. Results indicated that observing moral and humane principles when dealing with library users plays a significant role in both building user loyalty to the library and attracting new users. In addition, it was found that causal conditions in increasing loyalty among public library users are related to four areas including physical space management, information resource management, human resource management, and information technology management. It was also noted that factors such as service quality, proper design of interiors, providing diverse and updated information resources, the use of new communication technologies, and the use of cyberspace and social network applications must be taken into account by public libraries. Building loyalty among users and members of public libraries in today’s technological world is of high importance, as it will guarantee the repeated and more frequent use of public libraries and their services and thus reflect their positive effects. The loyalty of users of libraries and information centers can be based on perceived quality, effective communication between librarians and users, and satisfaction with services offered by libraries and their staffs and can affect the intention for repeated visits, and the use of library service and preferring a library over other libraries.
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Lázaro-Rodríguez P, Vakkari P. Modelizando el uso de las bibliotecas públicas a través de sus características: estudio comparativo entre España y Finlandia para los préstamos y las visitas. REVISTA ESPANOLA DE DOCUMENTACION CIENTIFICA 2018. [DOI: 10.3989/redc.2018.4.1544] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.2] [Reference Citation Analysis] [Abstract] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/05/2022] Open
Abstract
El objetivo de este artículo es la modelización del uso de las bibliotecas públicas comparando los casos de España y Finlandia. Se analiza la relación a nivel de municipios entre una serie de factores tomados como características propias de las bibliotecas (presupuesto, personal, colección, etc.) y el uso de las mismas (préstamos y visitas). En un análisis por regiones, se consideran también variables del contexto socioeconómico (renta, educación, desempleo). El método para la obtención de los modelos es el análisis de regresión lineal múltiple con la técnica paso a paso. En España, los modelos a nivel de municipios explicaron el 16,8% de los préstamos y el 17,7% de las visitas, mientras que en Finlandia explicaron el 23% y el 18% respectivamente. Por tanto, para ambos países más del 75% de la variación de los préstamos y las visitas depende de otros factores no contemplados en los modelos. A nivel de regiones, ninguna de las variables del entorno socioeconómico consideradas como añadidas respecto al análisis por municipios resultó significativa. La limitación principal del estudio es la falta de datos a nivel de municipios para las variables del entorno socioeconómico consideradas en el análisis por regiones. En cuanto al valor y su originalidad, este estudio puede ser considerado como uno de los primeros sobre modelización del uso de las bibliotecas públicas españolas y también como uno de los primeros en poner en relación los resultados con otro país, en este caso Finlandia.
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Xu F, Du JT. Factors influencing users’ satisfaction and loyalty to digital libraries in Chinese universities. COMPUTERS IN HUMAN BEHAVIOR 2018. [DOI: 10.1016/j.chb.2018.01.029] [Citation(s) in RCA: 75] [Impact Index Per Article: 12.5] [Reference Citation Analysis] [Track Full Text] [Journal Information] [Subscribe] [Scholar Register] [Indexed: 11/29/2022]
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Haruna B, Kiran K, Tahira M. Modelling web-based library service quality and user loyalty in the context of a developing country. ELECTRONIC LIBRARY 2017. [DOI: 10.1108/el-10-2015-0211] [Citation(s) in RCA: 14] [Impact Index Per Article: 2.0] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
This study aims to empirically validate the LibWebSQ measurement scale. In addition, it investigates the relationship between perceived web-based service quality and three other latent constructs, namely, user satisfaction, service value and user loyalty.
Design/methodology/approach
A quantitative survey design was used to collect the data. Structural equation modeling was used to determine the influence of web-based service quality on the three latent constructs. The respondents were students, academic staff and non-academic staff from two federal universities in the North-western zone of Nigeria.
Findings
The findings of the path analysis indicate that perceived web-based service quality and service value exhibit no statistically significant direct influence on user loyalty. However, user satisfaction has a direct positive influence on user loyalty, and it also mediates the relationship between web-based service quality and user loyalty to the library.
Research limitations/implications
The LibWebSQ is a reliable and valid scale to be used in Nigerian university libraries for web-based service quality measurement. User loyalty in academic libraries can be modelled as a result of service quality and user satisfaction
Practical implications
This study provides a means of assessing web-based library service quality and further improving the policy and practice in university libraries.
Originality value
This is the first attempt to assess web-based library service quality using the LibWebSQ measurement scale. A satisfactory model fit is obtained, which allows the measurement model to be integrated with service value, user satisfaction and user loyalty. The study contributes to the conceptualization of web-based library service quality.
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