LibQUAL+^TM in Iran: a subgroup analysis by gender

Abstract

Purpose -The purpose of this paper is to investigate the service quality of the central library of Iran University of Medical Sciences and Health Services (IUMS) from the viewpoints of female and male users of the library. Design/methodology/approach -The study was done using a LibQUAL+e survey, consisting of 22 core questions. The research sample included 361 users of the library and the results were interpreted on the basis of gap analysis. The mean values of gap scores for female and male users were compared statistically. Findings -The mean score for the overall adequacy gap for women was 0.08 while this score for men was 20.08. The overall and dimensions superiority gap for both genders were negative. Statistical analysis did not show significant differences between mean values of gap scores for female and male users. The desired level of service quality, as in most LibQUAL+e surveys in non-Iranian libraries, was not met by this library. Practical implications -The similarity in some results of LibQUAL+e in different socio-cultural contexts implies that perhaps customer expectations from library services are somehow global. Originality/value -The paper shows that the translated version of LibQUAL+e , can be reliably implemented in different countries. Furthermore, though LibQUAL+e is a web-based survey, in the case of the countries where ICT facilities are not still completely established, its printed version can reliably be utilized.

Review of the current gap between clients’ expectations and perceptions of received service in national library by using gap analysis model

“…In other words, library resources fail to meet members' minimum expectations. A parallel situation has been reported in studies of Hariri and Afnani (2008), Adam (2004), Derakhshan (2005), Ashrafirizi et al (2008), and Najafqolinejad (2007). It is essential for the national library to obtain access to approved national and international data bases in humanities, technical, engineering, 52 PMM 14,1 medical fields, and also develop updated resources of different disciplines based on national library's nature/function in the country.…”

“…There are several significant studies of service quality of academic libraries including Adam (2004), Derakhshan (2005), Godwin (2005), Kazempour (2006), Najafqolinejad (2007), Babaqeibi and Fatahi (2008), Hariri and Afnani (2008), Ashrafirizi et al (2008), QueensUniversity (2010), Asemi et al (2010), Killick (2010), Dowd (2010), Greenwood et al (2011), Mardani and Sharifmoghadam (2012), Pedramnia et al (2012), etc. Former studies applied LibQUAL+™ questionnaire across academic and research libraries but we believe this is the first time it has been used to assess a national library.…”

How far are the public university libraries in Bangladesh meeting students' expectations? – An analysis of service quality through LibQUAL+ core items

“…A large body of literature investigated the use of LibQUAL+ instrument to measure the individual library performance (Jankowska et al , 2006; Johnson, 2007; Kayongo and Jones, 2008; Hariri and Afnani, 2008; Pedramnia et al , 2012). Apart from the academic libraries, studies conducted in other type of libraries and information settings revealed the appropriateness of the instrument (Thompson et al , 2007; Marshall, 2007; Ladhari and Morales, 2008; Morales et al , 2011; Voorbij, 2012).…”

Avaliação de serviços de bibliotecas públicas e escolares

“…Desde o momento em que foi criada, essa metodologia de avaliação de bibliotecas passou a ser utilizada em larga escala, principalmente em bibliotecas do meio universitário, sendo objeto de diversos estudos de caso dentro da literatura científica, tais como Herrera-Viedma, Lopes-Gijon, Avila-Fernandez (2008); Greenwood, Watson, Dennis (2011); e Hariri, Afnani (2008). Ressalta-se em tal literatura a capacidade de adaptação do LIBQUAL+® e sua objetividade nos parâmetros de avaliação, contrapondo-o a outras metodologias contemporâneas ao mesmo contexto teórico, tais como o Balanced Scorecard (Melo;Sampaio, 2010), o Question Point (Olszewski;Rumbagh, 2010) e o método do Cliente Oculto (Calvert, 2005).…”