{"title":"Gap assessment and comparison of the quality of services between central libraries of the University of Tehran and Allameh Tabataba'i University","authors":"Leila Jabbari, A. Dizaji, Mila Malekolkalami","doi":"10.1108/pmm-03-2020-0013","DOIUrl":null,"url":null,"abstract":"PurposeThe purpose of this study is to measure the gap and compare the quality of services provided by the Central Library of the University of Tehran and Allameh Tabataba'i University and identify the components of service that need improvement in these libraries.Design/methodology/approachIn this study, a descriptive survey method is used for data collection. The study sample contains 205 people selected out of 31,000 members of Tehran University and 100 people out of 15,000 members at Allameh Tabataba'i University. The LibQual tool is used to measure different levels of users' perceptions of library service quality.FindingsBased on the findings of the study, the level of service received at the University of Tehran was higher than the minimum expected level, and at Allameh Tabataba'i University, the level of service received was lower than the minimum level of expected, which indicates users' satisfaction at this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University. In the index of information control and library as a place in Tehran University, the level of service received was higher than the minimum level and in Allameh Tabataba'i University, the level of service received was lower than the minimum level, which indicates the satisfaction of users in this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University.Practical implicationsService quality, or quality of service, is the measurement and comparison of the size of service provided with users' expectations. The following principles illustrate the dimensions of service quality: Quality of service is much more difficult to measure than the quality of goods. The quality of service is based on users' expectations. Quality of service varies in status, meaning that the quality of a service is measured against the customer's initial expectations of that service (Parasuraman et al., 1985).Originality/valueBeing the first performance evaluation, community synchronization, economic justification, user satisfaction and customer orientation are the values of the present study.","PeriodicalId":44583,"journal":{"name":"Performance Measurement and Metrics","volume":null,"pages":null},"PeriodicalIF":1.8000,"publicationDate":"2020-12-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"1","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Performance Measurement and Metrics","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1108/pmm-03-2020-0013","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"INFORMATION SCIENCE & LIBRARY SCIENCE","Score":null,"Total":0}
引用次数: 1
Abstract
PurposeThe purpose of this study is to measure the gap and compare the quality of services provided by the Central Library of the University of Tehran and Allameh Tabataba'i University and identify the components of service that need improvement in these libraries.Design/methodology/approachIn this study, a descriptive survey method is used for data collection. The study sample contains 205 people selected out of 31,000 members of Tehran University and 100 people out of 15,000 members at Allameh Tabataba'i University. The LibQual tool is used to measure different levels of users' perceptions of library service quality.FindingsBased on the findings of the study, the level of service received at the University of Tehran was higher than the minimum expected level, and at Allameh Tabataba'i University, the level of service received was lower than the minimum level of expected, which indicates users' satisfaction at this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University. In the index of information control and library as a place in Tehran University, the level of service received was higher than the minimum level and in Allameh Tabataba'i University, the level of service received was lower than the minimum level, which indicates the satisfaction of users in this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University.Practical implicationsService quality, or quality of service, is the measurement and comparison of the size of service provided with users' expectations. The following principles illustrate the dimensions of service quality: Quality of service is much more difficult to measure than the quality of goods. The quality of service is based on users' expectations. Quality of service varies in status, meaning that the quality of a service is measured against the customer's initial expectations of that service (Parasuraman et al., 1985).Originality/valueBeing the first performance evaluation, community synchronization, economic justification, user satisfaction and customer orientation are the values of the present study.
目的本研究的目的是衡量德黑兰大学中央图书馆和阿拉梅塔巴塔巴大学提供的服务质量的差距和比较,并确定这些图书馆需要改进的服务组成部分。设计/方法/方法本研究采用描述性调查法收集数据。研究样本包括从德黑兰大学31,000名成员中选出的205人,以及阿拉梅塔巴塔巴大学15,000名成员中选出的100人。LibQual工具用于衡量不同层次的用户对图书馆服务质量的看法。根据研究结果,德黑兰大学的服务水平高于最低预期水平,而阿拉梅·塔巴塔巴大学的服务水平低于最低预期水平,这表明德黑兰大学的用户对该指标满意,阿拉梅·塔巴塔巴大学的用户不满意。在信息控制和图书馆作为场所的指标中,德黑兰大学获得的服务水平高于最低水平,阿拉梅·塔巴塔巴大学获得的服务水平低于最低水平,说明该指标中的用户对德黑兰大学满意,而对阿拉梅·塔巴塔巴大学不满意。实际意义服务质量或服务质量是根据用户期望提供的服务大小的度量和比较。以下原则说明了服务质量的维度:服务质量比商品质量更难衡量。服务的质量是基于用户的期望。服务质量因状态而异,这意味着服务质量是根据客户对该服务的最初期望来衡量的(Parasuraman et al., 1985)。原创性/价值作为第一绩效评价,社区同步性、经济合理性、用户满意度和顾客导向是本研究的价值。
期刊介绍:
■Quantitative and qualitative analysis ■Benchmarking ■The measurement and role of information in enhancing organizational effectiveness ■Quality techniques and quality improvement ■Training and education ■Methods for performance measurement and metrics ■Standard assessment tools ■Using emerging technologies ■Setting standards or service quality