孟加拉国的公立大学图书馆在多大程度上满足了学生的期望?-通过LibQUAL+核心项目分析服务质量

IF 1.8 Q2 INFORMATION SCIENCE & LIBRARY SCIENCE Performance Measurement and Metrics Pub Date : 2020-11-12 DOI:10.1108/pmm-05-2020-0028
M. Shoeb, S. M. Zabed Ahmed
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引用次数: 3

摘要

目的通过对LibQUAL+核心项目的分析,考察孟加拉国主要公立大学图书馆在多大程度上满足了学生的服务期望。设计/方法/方法使用纸质问卷从孟加拉国四所顶尖公立大学的学生身上获得调查数据,该问卷由LibQUAL+核心22个服务项目组成。学生们用九分制对三个服务级别的项目进行评分:最低级别、期望级别和感知级别。获得描述性统计数据,即平均值和SD,并计算感知水平和最低水平之间的服务充分性差距(SAG)分数,以了解图书馆是否满足学生的最低期望。采用非参数Wilcoxon征秩检验来检验最低得分和感知得分之间的差异。最后,进行了Mann–Whitney和Kruskal–Wallis测试,以了解学生的人口统计变量对其最低得分和感知得分的影响。调查结果显示,各大高校图书馆的服务绩效远远落后于学生的最低期望(最低>感知)。最低得分和感知得分之间存在显著差异。在最低服务水平和感知服务水平方面,学生的性别、年龄和入学水平也存在显著差异。实践意义本研究的结果分析了孟加拉国主要大学图书馆的服务质量。这些发现可以用来确定图书馆服务的优势和劣势。Originality/valueLibQUAL+主要用于发达国家的学术图书馆,但这是孟加拉国大学图书馆首次使用该仪器的纸质版本。
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How far are the public university libraries in Bangladesh meeting students' expectations? – An analysis of service quality through LibQUAL+ core items
PurposeThe main aim of this paper is to examine the extent to which the major public university libraries in Bangladesh are meeting students' service expectations through analyzing LibQUAL+ core items.Design/methodology/approachThe survey data were obtained from students using a paper version of the questionnaire consisting of LibQUAL+ core 22 service items at four top-ranked public universities in Bangladesh. Students rated the items on three service levels each using a nine-point scale: Minimum level, Desired level and Perceived Level. Descriptive statistics, i.e. mean and SD were obtained and service adequacy gap (SAG) scores between perceived and minimum levels were computed to see whether the libraries are meeting students' minimum expectation. Non-parametric Wilcoxon sign rank test was conducted to examine the differences between minimum and perceived scores. Finally, Mann–Whitney and Kruskal–Wallis tests were conducted to see the effect of students' demographic variables on their ratings on minimum and perceived scores.FindingsThe findings revealed that the service performances of major university libraries are lagging far behind from students' minimum expectation (minimum > perceived). There are significant differences between minimum and perceived scores. Significant differences are also found in students' gender, age and enrolment level concerning their ratings on minimum and perceived service levels.Practical implicationsThe result of this study analyzes the service quality of major university libraries in Bangladesh. These findings can be used to identify the strengths and weaknesses of the library services.Originality/valueLibQUAL+ has been used mostly in academic libraries in developed countries but this is for the first time a paper-version of the instrument was used in university libraries in Bangladesh.
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来源期刊
Performance Measurement and Metrics
Performance Measurement and Metrics INFORMATION SCIENCE & LIBRARY SCIENCE-
CiteScore
2.20
自引率
0.00%
发文量
1
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
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