Methods for measuring service quality in University Libraries in New Zealand

Hernon, Peter; Calvert, Philip

doi:10.1016/s0099-1333(96)90092-0

Cited by 40 publications

(20 citation statements)

References 1 publication

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“…Similarly, Peter Hernon and Phillip Calvert suggest that only customers jus tify the existence of a library. 4 Danuta A. Nitecki also claims that "the assessment of how well a library succeeds depends on the user as a judge of quality." 5 As these views gain greater acceptance among aca demic librarians, librarians must orient themselves and their programs to become better customer advocates and address their problem-solving needs.…”

mentioning

confidence: 99%

“…This lit erature has provided initial guidance in defining library service quality and clari fying the conceptual framework for ser vice delivery improvements. Recent re search on academic libraries, based on this literature, has been conducted by Vicki Coleman, Yi Xiao, Linda Blair, and Bill Chollett, 7 Susan Edwards and M. Browne, 8 Hernon and Calvert, 9 Nitecki, 10 and White and Abels. 11 In these studies, the five-di mensional SERVQUAL model and the twenty-two-item scale proposed by A. Parasuraman, Leonard Berry, and Valarie Zeithaml 12 are prominent.…”

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confidence: 99%

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Explaining User Satisfaction with Academic Libraries: Strategic Implications

Andaleeb

Simmonds

1998

CRL

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Competitive pressures, information availability, rising costs, and an in creasingly aware and selective student population mandate that aca demic libraries become more user focused. This calls for a better under standing of the specific needs of library users in order to provide the appropriate type and level of service that meets those needs. This study proposes and tests a five-factor model to explain user satisfaction with academic libraries. Students availing the services of three academic libraries in Erie, Pennsylvania, were surveyed over a period of three semesters. The model explained 64 percent of the variation in the de pendent variable. Strategic implications of the proposed model are dis cussed.oday's academic libraries are confronted with challenges on several fronts: Megabookstores, online information providers, multimedia products, document delivery services, and other competitive sources of information are apparently threatening their role and even their very survival.

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confidence: 99%

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confidence: 99%

Explaining User Satisfaction with Academic Libraries: Strategic Implications

Andaleeb

Simmonds

1998

CRL

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“…The gap between these two factors indicates the quality of the service. Based on SERVQual, a conceptual framework was developed by Hernon and Altman (Hernon and Calvert 1996) for use in academic libraries.…”

Section: Service Qualitymentioning

confidence: 99%

Assessment of use and quality of library services, accessibility and facilities by students at Cape Peninsula University of Technology

Becker¹,

Hartle²,

Mhlauli³

2017

SAJLIS

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“…Hernon and Calvert (1996) tested the validity of the SERVQUAL instrument for evaluating academic libraries among library students and librarians, and came up with an instrument based on SERVQUAL. Hernon and Altman (1998) used the SERVQUAL model in an academic library setting.…”

Section: Literature Reviewmentioning

confidence: 99%

Perceptions of Library Services by Gender – a Study in Bangladesh

Shoeb¹

2010

Libri

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This is the first effort made to assess the service quality of a university library in Bangladesh from the perception of its users. This study assessed the level of service adequacy of the Independent University, Bangladesh Library (IUBL), along with the perceived differences in service quality by user group gender. A survey was conducted among the library users, especially faculty, graduate and undergraduate students. A modified version of the SERVQUAL questionnaire was used for data collection. Mean values for measures of services like minimum, expected, perceived, adequate and superior service were calculated. Mann-Whitney tests were conducted from the gap score of gender groups to see the statistical significance of differences. This has revealed that IUBL meets the minimum expectation of services in all aspects in that users thought that these services were adequate. Finally it has also been shown that there were significant differences in the rating of services by gender; on the whole, females were much more satisfied than the male users.

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Methods for measuring service quality in University Libraries in New Zealand

Cited by 40 publications

References 1 publication

Explaining User Satisfaction with Academic Libraries: Strategic Implications

Explaining User Satisfaction with Academic Libraries: Strategic Implications

Assessment of use and quality of library services, accessibility and facilities by students at Cape Peninsula University of Technology

Perceptions of Library Services by Gender – a Study in Bangladesh

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