Service Quality Methods and Practices to Improve Library Administration: A Pilot Study
Abstract
:1. Introduction
1.1. Library Service Quality
1.2. Analytic Hierarchy Process (AHP)
2. Materials and Methods
2.1. Questionnaire Design
2.2. Research Framework
2.3. Analytic Hierarchy Process
- (1)
- Define problem and evaluation factors and decompose them into a hierarchy.
- (2)
- Set up the pairwise comparison matrix.
- (3)
- Compute the characteristic value and characteristic vector.
- (4)
- Consistency test.
3. Results
4. Discussion
4.1. Tangibility (Appropriate Planning)
4.2. Reliability (Service by Library Staff)
4.3. Responsiveness (Use of Books and Information)
4.4. Assurance (Customer Service)
4.5. Empathy (Added-Value Services)
4.6. Limitations
5. Conclusions
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Conflicts of Interest
References
- Ministry of Education (MOE). Number of Students Enrolled in Tertiary Institutions. Available online: https://depart.moe.edu.tw/ED4500/Default.aspx (accessed on 30 January 2023).
- Berry, L.L.; Zeithaml, V.A.; Parasuraman, A. Quality counts in services, too. Bus. Horizons 1985, 28, 44–52. [Google Scholar] [CrossRef]
- Shi, X.; Levy, S.J.C. A theory-guided approach to library services assessment. Coll. Res. Libr. 2005, 66, 266–277. [Google Scholar] [CrossRef]
- Chang, P.; Hsieh, P. Evaluating university libraries’ service quality: From user’s point of view. Bull. Libr. Assoc. China 1996, 56, 49–68. [Google Scholar]
- Nitecki, D.A. An Assessment of the Applicability of SERVQUAL Dimensions as Customer-Based Criteria for Evaluating Quality of Services in an Academic Library; University of Maryland: College Park, MD, USA, 1995. [Google Scholar]
- Hebert, F.J.L. Service quality: An unobtrusive investigation of interlibrary loan in large public libraries in Canada. Libr. Inf. Sci. Res. 1994, 16, 3–21. [Google Scholar] [CrossRef]
- Martensen, A.; Grønholdt, L. Improving library users’ perceived quality, satisfaction and loyalty: An integrated measurement and management system. J. Acad. Librariansh. 2003, 29, 140–147. [Google Scholar] [CrossRef]
- Wang, I.-M.; Shieh, C.-J. The relationship between service quality and customer satisfaction: The example of CJCU library. J. Inf. Optim. Sci. 2006, 27, 193–209. [Google Scholar] [CrossRef]
- Chen, C.-W.; Chen, M.-W. A Study of Service Quality on the Users’ Satisfaction and Reused Intention: An Example of an Academic Library. J. Educ. Media Libr. Sci. 2006, 44, 61–82. [Google Scholar]
- Hudron Kari, K.; Emmanuel Baro, E. The use of library software in Nigerian University Libraries and challenges. Libr. Hi Tech News 2014, 31, 15–20. [Google Scholar] [CrossRef]
- Liu, X.; Ding, N. Research data management in universities of central China: Practices at Wuhan University Library. Electron. Libr. 2016, 34. [Google Scholar] [CrossRef]
- Aiguo, L. A Kind of Transformation of Information Service—Science and Technology Novelty Search in Chinese University Libraries. J. Acad. Librariansh. 2007, 33, 144–148. [Google Scholar] [CrossRef]
- Zhang, Y.-l.; Bi, R. Studying on enhancing readers’ satisfaction model of electronic service quality in library based on LibQUAL+ and Kano. Procedia Eng. 2017, 174, 260–266. [Google Scholar] [CrossRef]
- Guohong, S.; Qing, Z. The Analysis of Factors of Mobile Library Service Quality. Libr. J. 2017, 36, 50. [Google Scholar]
- Cristobal, A.S. Expectations on library services, library quality (LibQual) dimension and library customer satisfaction: Relationship to customer loyalty. Libr. Philos. Pract. (Ejournal) 2018, 1706. [Google Scholar]
- McCaffrey, C. Transforming the university library one step at a time: A ten year LibQUAL+ review. New Rev. Acad. Librariansh. 2019, 25, 59–75. [Google Scholar] [CrossRef]
- Mandrekar, B. Impact of academic library services on students success and performance. Libr. Philos. Pract. 2020. [Google Scholar]
- Mahmood, K.; Ahmad, S.; Ur Rehman, S.; Ashiq, M. Evaluating library service quality of college libraries: The perspective of a developing country. Sustainability 2021, 13, 2989. [Google Scholar] [CrossRef]
- Chen, Y.-C.; Ho, C.-C.; Kuo, S.-M. Service Quality of and User Satisfaction with Non-State-Owned Academic Libraries in China: Integrating the Fuzzy Delphi Method with the Kano Approach. Sustainability 2022, 14, 8506. [Google Scholar] [CrossRef]
- Saaty, S.T.L. Optimization in Integers and Related Extremal Problems; McGraw-Hill: New York, NY, USA, 1970. [Google Scholar]
- Xi, Q.; Zhao, H.; Hu, Y.; Tong, Y.; Bao, P. Case studies and comparison between two models for assessing library service quality. Electron. Libr. 2018, 36, 1099–1113. [Google Scholar] [CrossRef]
- Chen, H. Evaluation of Personalized Service Level for Library Information Management Based on Fuzzy Analytic Hierarchy Process. Procedia Comput. Sci. 2018, 131, 952–958. [Google Scholar] [CrossRef]
- Fai, L.K.; Siew, L.W.; Hoe, L.W. Analysis on the library service quality with analytic hierarchy process model. J. Physics Conf. Ser. 2020, 1706, 012154. [Google Scholar] [CrossRef]
- Parasuraman, A.; Zeithaml, V.A.; Berry, L.J. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality; Routledge: London, UK, 1988; Volume 64, pp. 12–40. [Google Scholar]
- Tsai, M.-T.; Wu, H.-L.; Liang, W.-K. Quantity. Fuzzy decision making for market positioning and developing strategy for improving service quality in department stores. Qual. Quant. 2008, 42, 303–319. [Google Scholar] [CrossRef]
- Karayalcin, I.I. The Analytic Hierarchy Process: Planning, Priority Setting, Resource Allocation; Thomas, L., Ed.; SAATY McGraw-Hill: New York, NY, USA, 1980; p. 287. [Google Scholar]
- Saaty, R.W. The analytic hierarchy process—What it is and how it is used. Math. Model. 1987, 9, 161–176. [Google Scholar] [CrossRef]
- Choice, E. Expert Choice Solutions. Available online: https://www.expertchoice.com/2021 (accessed on 30 January 2023).
- Cook, C.C.; Heath, F.; Thompson, B. LibQUAL+™ from the UK Perspective. In Proceedings of the 5th Northumbria International Conference Proceedings, Durham, UK, 29 July 2003. [Google Scholar]
- Ajith, J.; Ramanayaka, K.; Weerasooriya, W. LIBSEE: An Evaluation Framework for Effectiveness of Library Services Based on Multi-Criteria Analysis. In Proceedings of the 19th Academic Sessions, Matara, Sri Lanka, 2 March 2022. [Google Scholar]
- Firmansyah, I. College library model to achieve accounting student satisfaction. Libr. Philos. Pract. 2022. [Google Scholar]
- Zheng, W.; Zhao, Z. On the integration path between reading promotion activities and traditional culture in the university library. Int. J. Data Sci. 2022, 7, 270–291. [Google Scholar] [CrossRef]
Size of Matrix | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 |
---|---|---|---|---|---|---|---|---|---|---|
Random consistency | 0 | 0 | 0.58 | 0.9 | 1.12 | 1.24 | 1.32 | 1.41 | 1.45 | 1.49 |
Hierarchy I | Assessment Indicators, Hierarchy II | Assessment Indicators, Hierarchy III | Hierarchy Weighting | Test Value |
---|---|---|---|---|
Library service quality factors | Tangibility | Have up-to-date equipment | 0.262 | CR = 0.02 < 0.1 |
Service facilities are appealing | 0.179 | |||
The staff should be well dressed and appear neat | 0.147 | |||
Library’s facilities match up with the types of services | 0.413 | |||
Reliability | The library is able to complete services in a timely manner | 0.285 | CR = 0.01 < 0.1 | |
When students experience difficulties, the staff should be sympathetic and reassuring | 0.231 | |||
The library is reliable | 0.137 | |||
The staff are able to provide timely services | 0.238 | |||
The staff keep complete service records | 0.109 | |||
Responsiveness | Students are unable to identify when they will receive the service | 0.161 | CR = 0.00 < 0.1 | |
Students are unable to receive fast service from staff | 0.230 | |||
The staff are unwilling to help students | 0.425 | |||
The staff are often too busy to provide immediate services and meet the needs of customers | 0.184 | |||
Assurance | The staff are trustworthy | 0.144 | CR = 0.02 < 0.1 | |
Students feel secure when using library services | 0.184 | |||
The staff are polite | 0.416 | |||
The staff receive adequate support from the library to deliver good services | 0.256 | |||
Empathy | The library does not expect to give students individual services | 0.166 | CR = 0.02 < 0.1 | |
The staff are unable to offer students personal attention | 0.230 | |||
It is unrealistic to expect the staff to understand the needs of students | 0.140 | |||
It is unrealistic to expect the library to serve in the best interests of students | 0.348 | |||
The operating hours of the library are inconvenient for students | 0.116 |
Hierarchy II | Weight | Sort | Assessment Indicators, Hierarchy III | Overall Weighting | Sort |
---|---|---|---|---|---|
Tangible | 0.244 | 2 | Have up-to-date equipment | 0.0639 | 4 |
Service facilities are appealing | 0.0437 | 9 | |||
The staff should be well dressed and appear neat | 0.0359 | 12 | |||
Library’s facilities match up with the type of services | 0.1008 | 2 | |||
Reliability | 0.183 | 3 | The library is able to complete services in a timely manner | 0.0522 | 8 |
When students experience difficulties, the staff should be sympathetic and reassuring | 0.0432 | 11 | |||
The library is reliable | 0.0251 | 15 | |||
The staff are able to provide timely services | 0.0436 | 10 | |||
The staff keep complete service records | 0.0199 | 18 | |||
Responsiveness | 0.346 | 1 | Students are unable to identify when they will receive the service | 0.0557 | 6 |
Students are unable to receive fast service from staff | 0.0796 | 3 | |||
The staff are unwilling to help students | 0.1471 | 1 | |||
The staff are often too busy to provide immediate services and meet the needs of customers | 0.0637 | 5 | |||
Assurance | 0.127 | 4 | The staff are trustworthy | 0.0183 | 19 |
Students feel secure when using library services | 0.0234 | 16 | |||
The staff are polite | 0.0528 | 7 | |||
The staff receive adequate support from the library to deliver good services | 0.0325 | 14 | |||
Empathy | 0.100 | 5 | The library does not expect to give students individual services | 0.0166 | 20 |
The staff are unable to offer students personal attention | 0.0230 | 17 | |||
It is unrealistic to expect the staff to understand the needs of students | 0.0140 | 21 | |||
It is unrealistic to expect the library to serve in the best interests of students | 0.0348 | 13 | |||
The operating hours of the library are inconvenient for students | 0.0116 | 22 |
Disclaimer/Publisher’s Note: The statements, opinions and data contained in all publications are solely those of the individual author(s) and contributor(s) and not of MDPI and/or the editor(s). MDPI and/or the editor(s) disclaim responsibility for any injury to people or property resulting from any ideas, methods, instructions or products referred to in the content. |
© 2023 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/).
Share and Cite
Ho, C.-C.; Lai, Y.-H.; Chen, M.-S. Service Quality Methods and Practices to Improve Library Administration: A Pilot Study. Standards 2023, 3, 187-197. https://doi.org/10.3390/standards3020015
Ho C-C, Lai Y-H, Chen M-S. Service Quality Methods and Practices to Improve Library Administration: A Pilot Study. Standards. 2023; 3(2):187-197. https://doi.org/10.3390/standards3020015
Chicago/Turabian StyleHo, Chao-Chung, Yi-Horng Lai, and Ming-Shu Chen. 2023. "Service Quality Methods and Practices to Improve Library Administration: A Pilot Study" Standards 3, no. 2: 187-197. https://doi.org/10.3390/standards3020015