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User expectations and perceptions of library service quality of an academic library in Thailand.

机译：用户对泰国某大学图书馆的图书馆服务质量的期望和看法。

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摘要

This study examined user expectations for and perceptions of library service quality at an academic library at Mahasarakham University (MSU), Thailand focusing on three service areas: (a) circulation; (b) reference; and (c) computer information service. These expectations and perceptions were used to identify actions that can be taken to improve library services at MSU.;A survey of graduate students and faculty members was used to identify (a) the expectations these users have of the library and their (b) perceptions of the degree to which those expectations have been met. Library service quality was measured through a Thai translation of the SERVQUAL instrument as adapted by Danuta Ann Nitecki for use in academic libraries. A follow-up survey of library staff based on the findings of the SERVQUAL instrument was developed by the researcher to prioritize actions for service improvement. The subjects of this study consisted of 582 graduate students, 84 faculty members of Mahasarakham University, and 25 professional library staff members.;Several insights were gained in terms of potentially unmet expectations for service, the relative values users place on different dimensions of service quality, the specific problems users have encountered in the past six months, and the ways librarians and library staff feel that the library at MSU can better meet user expectations. At the same time, the study provided insights into potential weaknesses in the approach used to garner these insights. It also suggested the danger of taking an extreme view of the primacy of user perceptions in studies of library service quality. Both have implications for future studies of service quality at the library at Mahasarakham University.
机译：这项研究调查了泰国Mahasarakham大学（MSU）一家大学图书馆用户对图书馆服务质量的期望和看法，重点是三个服务领域：（a）流通； （b）参考； （c）计算机信息服务。这些期望和看法被用来确定可采取的行动来改善MSU的图书馆服务;通过对研究生和教职员工的调查来确定（a）这些用户对图书馆的期望及其看法（b）达到这些期望的程度。图书馆服务质量是由SERVQUAL仪器的泰文翻译版（由Danuta Ann Nitecki改编，用于学术图书馆）来衡量的。研究人员根据SERVQUAL仪器的发现对图书馆工作人员进行了后续调查，以优先考虑改善服务的措施。这项研究的主题包括582名研究生，Mahasarakham大学的84名教职员工和25名专业图书馆工作人员。；从对服务的潜在未满足期望，用户对服务质量不同维度的相对价值方面获得了一些见解。 ，用户在过去六个月中遇到的特定问题，以及图书馆员和图书馆工作人员认为MSU图书馆可以更好地满足用户期望的方式。同时，该研究提供了对用于获取这些见解的方法中潜在弱点的见解。它还提出了在图书馆服务质量研究中对用户感知至高无上的看法的危险。两者都对Mahasarakham大学图书馆未来的服务质量研究产生影响。

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  • 作者

    Srisa-Ard, Surithong.;

  • 作者单位

    Illinois State University.;

  • 授予单位 Illinois State University.;
  • 学科 Library Science.;Education Higher.;Education Administration.
  • 学位 Ph.D.
  • 年度 1997
  • 页码 126 p.
  • 总页数 126
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

  • 入库时间 2022-08-17 11:49:05

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