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首页> 外文期刊>Performance measurement and metrics: The international journal for library and information services >Service quality of the University of the Punjab's libraries An exploration of users' perceptions
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Service quality of the University of the Punjab's libraries An exploration of users' perceptions

机译：旁遮普大学图书馆的服务质量探索用户的看法

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Purpose – The purpose of this paper is to measure service quality of academic libraries of a major university from students' perspectives and to determine libraries' own performance towards meeting users' expectations. Design/methodology/approach – Research settings of the study were University of the Punjab's academic libraries, excluding the main library. A survey method was chosen as a method of investigation and a modified SERVQUAL questionnaire was used to explore users' desired and perceived service levels along a seven-point Likert scale. The sample of the study was selected using stratified random sampling through proportional allocation. Findings – The results revealed that users' expectations were high as compared to their perceptions, and a discrepancy was found between expectations and perceptions of all 22 SERVQUAL statements. The overall service quality and satisfaction of the university's libraries was found to be somewhat good. Users were satisfied with library staffs courteous and caring behavior. However, university librarians desperately need to take remedial actions to improve library staffs competency and physical facilities. Users preferred the "tangibles" dimension more than other dimensions. Orienality/value — This study is the first to measure the service quality of the university's academic libraries and is particularly significant for librarians and university administrators who wish to explore the strengths, weaknesses and threats of quality library services. The findings will assist them to review their service policies and take steps to improve service quality of a university's libraries.
机译：目的–本文的目的是从学生的角度衡量一所主要大学的大学图书馆的服务质量，并确定图书馆在满足用户期望方面的表现。设计/方法/方法–研究的研究设置为旁遮普大学的大学图书馆，但不包括主图书馆。选择一种调查方法作为调查方法，并使用经过改进的SERVQUAL问卷调查来调查用户在7点Likert量表上的期望和感知服务水平。通过分层随机抽样通过分层分配选择研究样本。调查结果–结果显示，与他们的看法相比，用户的期望很高，在所有SERVQUAL 22条陈述的期望和看法之间均存在差异。研究发现大学图书馆的整体服务质量和满意度都不错。用户对图书馆工作人员的礼貌和关怀行为感到满意。但是，大学图书馆员迫切需要采取补救措施，以提高图书馆工作人员的能力和物质设施。用户比其他尺寸更喜欢“有形”尺寸。东方性/价值-这项研究是第一个衡量大学学术图书馆服务质量的方法，对于希望探索优质图书馆服务的优势，劣势和威胁的图书馆员和大学管理者尤其重要。调查结果将帮助他们审查他们的服务政策，并采取措施提高大学图书馆的服务质量。

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