Assessment of customer knowledge management in academic libraries: Design and validation of a checklist

A review of the research background shows that despite the usability of customer knowledge for libraries, the concept of Customer Knowledge Management (CKM) in libraries is rarely addressed. The purpose of this study was to identify the indicators, operational instances as well as the design and validation of an all-inclusive CKM implementation instrument in academic libraries. The study was conducted in two quantitative and qualitative phases. The final instrument was a CKM strategy that consisted of various indicators preliminary designed by drawing on literature review, and operational instances identified by qualitative interviews with 12 academic library managers. A Delphi study with 20 experts was used to assess the experts’ degrees of agreement on the retrieved indicators and instances. The result was a reliable and valid checklist consisting of 67 instances under 6 major and 12 minor indicators. This instrument would allow managers to assess the state of CKM in their academic libraries, improve their library performance by checking the strengths and weaknesses against the indicators, and also serve as a basis for training the academic library staff on how to successfully implement CKM. With objective instances, the instrument is expected to improve the quality of customer services, customer satisfaction, and customer loyalty.     

Determining the Key Dimensions for Evaluating Service Quality and Satisfaction in Academic Libraries

ABSTRACT

Offering quality services and evaluating the rate of success in providing users with target services is the pervasive importance of academic libraries. The central purpose of this study is to determine key dimensions of service quality and satisfaction through developing a new item-scale for evaluating service quality and satisfaction in academic libraries. For primary data collection the study used a 28-item instrument based on five dimensional modified version of SERVQUAL. Respondents were asked to indicate their degree of opinions in the three-columns format: desired service expectation, minimum service expectation, and perception of service performance on a 7-point Likert-type scale. The researcher initially conducted a pilot survey to clarify the overall structure of the questionnaire items to be accepted and used. The reliability of the analysis of data with distinct service attributes were taken from ten public and private university libraries in Bangladesh. Subjecting data obtained to exploratory factor analysis shows that academic library service quality and satisfaction is related to four basic dimensions: caring, competence, resources, and library as a place. Twenty-six service items were identified after extraction through exploratory factor analysis, where nine items were shown before “caring,” five items for “competence,” seven items for “resources,” and five items for “library as a place.” The result in fact provides a generic and robust instrument and recognizes a new item-scale, namely “real service expectation” for the librarians and information science practitioners in the assessment of service quality and satisfaction in academic libraries and in the related fields.     

Service quality: An unobtrusive investigation of interlibrary loan in large public libraries in Canada

The quality of interlibrary loan services was investigated from the dyadic perspective of the library and the library customer. The study paired the use of a valid, reliable measuring instrument, SERVQUAL, with an unobtrusive approach related to 130 contrived interlibrary loan transactions in 38 large public libraries in Canada. Library measures of quality produced a fill rate of 52% and a turnaround time of 38 days. Customer expectations of quality proved higher than their perceptions of the quality of services they had received. Reliability, the dimension of quality ranked most important by customers for evaluating service quality, scored lowest in performance. Overall attitudes about the public library were higher than levels of satisfaction with interlibrary loan services. The study found a mismatch between library measures of interlibrary loan performance, based on fill rate and turnaround time, and customer measures of quality, based on disconfirmation theory.     

Evaluating Signs in a University Library

Wayfinding in libraries can be a difficult and challenging task, and yet few studies of wayfinding have been concerned with libraries. Although it is true that the library and information science literature includes studies designed to measure user frustration, wayfinding problems as a cause of frustration have been neglected here, too. This is an investigation to determine if signs have an impact on the success of library users in locating what they need. Using the University of Rhode Island Library as a laboratory, the authors designed a survey instrument to evaluate users' perceptions of the value of directional and locational signs. Dala confirmed previous observations of user search difficulties. Although local in focus, the study has implications for most academic libraries.     

Assessing the quality of academic libraries on the Web: The development and testing of criteria

This study develops and tests an instrument useful for evaluating the quality of academic libraries on the World Wide Web (Libweb). By consulting authoritative criteria used for traditional print resources and Internet/Web resources, a set of 68 essential indicators was generated and later reorganized and reduced to 16 criteria through factor analysis. After a survey of library experts, the instrument's reliability was verified by analysis of variance. Furthermore, a regression model considering both the respondents' demographics and the quality criteria was applied to identify 11 significant factors, which were later reduced to eight factors. These eight factors represent the most salient and nonredundant criteria. Two instrument forms are suggested for prospective users to evaluate academic Libweb quality and to construct and maintain a good site.     

高校移动图书馆服务质量影响因素探究——基于ANP-模糊综合评判法

[目的/意义]针对当前移动图书馆服务质量评价的不足,提出一种新的移动图书馆服务质量评价体系,引导移动图书馆提供有针对性、高质量的信息服务。[方法/过程]基于文献研究和专家访谈,结合高校移动图书馆服务特征,构建4个准则维度和13个子维度的高校移动图书馆服务质量多维度评价体系。采用网络分析法(ANP)对各级影响因素的相对重要性权重进行估计。通过问卷调查收集数据,对西安某高校移动图书馆服务质量进行分层次的模糊综合评判,多角度评估该校移动图书馆服务质量水平。[结果/结论]结果表明,信息质量是最重要的准则维度,有用性和丰富性是最为关键的子准则维度。运用ANP和模糊综合评判方法构建高校移动图书馆服务质量评价体系和权重估计具有较好的适用性,同时也可为提升移动图书馆服务质量水平提供借鉴。     

Resource Constraints and Quality Public Library Service Delivery in Ghana

Abstract

The availability and quantum of resources at the disposal of libraries greatly influence service delivery. This study seeks to assess the adequacy and effect of attenuating resources on the quality of public library services and the barriers to accessing sufficient resources for the provision of quality services. Based on a qualitative approach, the study interviewed 32 participants drawn from three regional libraries, using purposive and convenience sampling methods. Data were analyzed using interpretative techniques. The results showed that all three regional libraries were highly under resourced in terms of qualified personnel, physical resources, and current library materials which ultimately resulted in low patronage of the library facilities. A major concern was the absence of a National Library and Public Library Policy guiding the establishment of public libraries in Ghana. We strongly suggest that the new public library service bill should include a statutory formula for resource allocation to public libraries. Though our research concentrated on Ghana, the implications of the study are of great value to similar contexts.     

C2C电子商务服务质量评价实证研究——基于中国C2C市场的问卷调查

借鉴B2C网上零售市场相关研究成果,设计C2C交易市场电子服务质量评价调查问卷,通过对中国C2C交易市场网上购物用户问卷调查,采用探索性因子分析法得到消费者评价C2C网站和卖家电子服务质量的关键因子维度。其中,C2C网站服务质量评价维度包括安全与隐私、网站设计质量、信息内容质量、网站补偿性、系统可靠性和愉悦性6个因子;C2C卖家服务质量评价维度包括卖家补偿性、客户服务、配送准确性和配送准时性4个因子。研究结果对C2C交易网站和网上卖家提高服务质量具有一定的决策借鉴意义。     

基于e-服务的编目工作服务质量评价研究

编目工作在图书馆的信息服务中以书目数据的形式提供信息服务,应该从用户的角度对编目工作的服务质量进行评价。通过研究编目工作的服务方式和图书馆服务评价理念的转变,明确了编目工作服务质量评价中的主体、客体、评价视角。基于编目工作的间接的信息服务方式和用户为中心的评价视角,提出e-服务质量评价适用于编目工作。在此基础上分别针对内部用户和外部用户进行了服务质量评价要素的研究。     

A social media strategy for academic libraries

This study was carried out to analyse strategies regarding the use of social media for academic library services in Ghana. The research design was quantitative and adopted the survey approach. Questionnaires served as the main data collection instrument. The study population comprised of one hundred and ten library staff from public and private universities in Ghana. As indicated by the study results, the library staff agreed that there was a need for a well-formulated social media strategy to help academic libraries identify the most appropriate social media tools, establish contact with targeted audience, and increase engagement rates to enable an effective and efficient distribution of its resources and services. The results also indicated that the academic libraries, however, seem to neglect these strategies which could drive patrons' use of such platforms. Recommendations therefore suggest the need to implement social media plans and policies, user engagement, social media update, and dedicated staff with the requisite skills in the use of social media platforms for library services delivery.     

图书馆知识管理理念的实践方式

“知识管理”是源于企业的一种科学的新型管理理念，它与传统图书馆管理理念有所差异。图书馆引入“知识管理”理念，其主要的衔接口在于如何充分合理地应用“拥有专业技能的人”。“知识管理”理念在图书馆管理中的实践，将创新图书馆的组织模式，提升图书馆的服务质量，提高图书馆人员的素质，营造图书馆良好的文化氛围。“知识管理”将成为图书馆变革的一把有效钥匙。     

Incivility and Dysfunction in the Library Workplace: Perceptions and Feedback from the Field

Issues associated with lack of civility, less than ideal functionality, and employees that may not self-reflect as much they should are all challenges in the modern workplace and libraries are no exception. The purpose of this study was to determine which issues associated with a lack of civility such as mobbing, bullying, workplace dysfunction, and lack of abilities regarding self-reflection were found in the library workplace and to what extent. The data represents the feedback of 4,168 library employees through a self-reporting survey instrument designed by the authors with the help of the American Library Association. Data is both quantitative and qualitative and seeks to examine the issues addressed across all types of libraries. While useful for all library employees, this study and report are especially relevant to the modern library administrator.     

Impact of the Pacific Southwest Regional Medical Library Service on hospital library development

A study was designed to evaluate the progress of hospital libraries within Region 7 since the Pacific Southwest Regional Medical Library Services (PSRMLS) began in 1969. Library progress was defined as an increase in extent and types of services and resources offered. The study assessed the impact of Regional Medical Library programs on hospital libraries and compared resources and services reported in 1969, 1971, and 1984. The 1984 data were also measured against a set of core library services and resources that should be provided by a full-service hospital library. In addition to assessing the quality of PSRMLS programs and their effect on Region 7 hospital libraries, the study documented extensive growth in staffing, collection size, and services. PSRMLS programs were highly rated by the respondents, who also indicated that participation in PSRMLS programs improved specific library resources and services.     

国外图书馆信息服务评价的理论模型及其应用--从服务导向质量理论到LibQUAL+评价模型

图书馆信息服务评价的核心是图书馆信息服务质量评价。图书馆信息服务质量评价要依据用户的知觉和用户对服务的期望，才能准确衡量服务提供者的表现。国外图书馆界运用服务导向质量理论建立LibOUAL＋评价模型，可以准确评价用户的满意率，改进图书馆的服务工作。目前，国内已经有图书馆借鉴LibOUAL＋的评价思路和方法，通过用户调查评价图书馆服务质量，这预示了我国图书馆服务质量评价的发展方向。     

2009年图书馆学学术进展

在概览文献的基础上,用归纳分析的方法总结发现,2009年图书馆学研究热点主要集中在下述九个方面:基础理论与方法研究、图书馆定位及战略研究、信息资源建设策略、" 云"计算等新技术的应用、图书馆服务质量评价、公共图书馆参与政府信息服务、阅读文化与阅读推广、图书馆危机管理与灾后反思,以及图书馆学情报学教育研究等方面.     

高校图书馆与用户关系评价

[目的/意义]关系质量是用来衡量用户与图书馆关系强度的指标。本研究试图构建科学的评价指标体系,对图书馆关系质量进行评价研究,进而有针对性地提出提高图书馆关系质量的管理建议。[方法/过程]针对高校图书馆用户进行问卷调研,利用探索性因子分析,总结图书馆关系质量的构成维度;并对用户感知的关系质量进行描述性统计分析、象限分析和方差分析。[结果/结论]实证研究结果显示,图书馆关系质量是由满意、信任和承诺3个维度组成的,用户对其评价总体上偏向于正面。其中,承诺维度评价最高,信任维度评价最低。对图书馆熟悉和非常熟悉的用户对图书馆关系质量的评价显著高于一般熟悉和不熟悉的用户。为了提高用户对关系质量的感知,图书馆应该建立推行图书馆服务的规范准则,提高图书馆员的服务能力,推动资源导向服务向用户导向服务的转变,加强图书馆与用户的互动。     

公共图书馆免费服务探析

本文指出公共图书馆实行免费服务的真正目的不是简单的取消一系列仅在图书馆事业发展中占很少比例的读者"入门"费,而是在免费基础上打造优质图书馆资源,让人民共享文化发展成果。文章对公共图书馆优质资源的内涵进行了详细阐述,并对公共图书馆有效实现免费服务的措施进行了深入探讨。     

Modeling Web-based library service quality

Studies of e-service quality have consistently used adaptations of service-quality measurement tools that have been adopted and extended from traditional service-quality frameworks. However, a fresh insight into the investigation of key determinants of Web-based library service quality, with an emphasis on how library customers perceive service quality, has much to offer. Key determinants were identified, and contributed to the development and empirical testing of a proposed conceptual model of service quality that encompasses environment, delivery, and outcome quality. Unlike the disconfirmation approach, the performance-only measure was used. Participants included postgraduates and academic staff from four research intensive universities in Malaysia. Exploratory factor analysis and confirmatory factor analysis using structural equation modeling was carried out in order to develop and validate a measurement model for Web-based service quality, which included three second-order dimensions and eight first-order dimensions. Insights into the conceptualization of Web-based library-service quality as a multidimensional hierarchical construct are provided. The emergence of specific determinants specific to the Web services supports the notion that measurement of electronic-service quality is different from traditional services, though they may share some common factors.     

Exploring user experience in digital libraries through questionnaire and eye-tracking data

In the field of digital libraries, research on user experience is sparse, especially in terms of emotions, impressions, and stimulation evoked by interaction with the digital library. Given the many different methods and tools available for assessing user experience, two questionnaires and eye-tracking were explored to see how each can contribute to understanding user experience in digital libraries. An eye-tracking study with 30 participants was carried out using two digital libraries. Analysis of the questionnaires revealed that overall, one digital library was experienced more positively, with the difference most evident in the hedonic quality. The eye-tracking data revealed different gaze patterns in the two digital libraries, with significant difference in measure values particularly on the search boxes. When eye-tracking was combined with the questionnaire data, several correlations were found, indicating that the search box position and the intuitiveness of the homepage had an impact on the user experience.     

我国移动图书馆服务现状及发展对策——中美移动图书馆服务的比较分析

移动图书馆是图书馆发展的必然趋势。我国的移动图书馆服务正处于发展初期,整体普及率和质量都相对较低。美国作为移动图书馆界的先导,其移动图书馆服务具有充分的借鉴价值。通过与美国公共图书馆和高校图书馆提供的移动图书馆服务的比较分析可知,我国应该加大移动图书馆服务的推广和普及力度;明确服务对象,以用户为中心,构建有针对性的移动图书馆服务体系;重视完善服务内容,实现由简单服务到复杂服务的转变。