The Impact of Information Behavior in Academic Library Service Quality: A Case Study of the Science and Technology Area in Spain

Pinto, María; Fernández-Marcial, Viviana; Gómez-Camarero, Carmen

doi:10.1016/j.acalib.2009.11.008

Cited by 23 publications

(27 citation statements)

References 8 publications

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“…Our results confirm and extend the opinion of Pinto et al (2010) who suggested users were confused over the level of librarian's knowledge and functions. We found that users expected academic librarians to provide knowledgeable and timely services.…”

Section: Academic Users' Viewpoint Of Library and Librarians In Supposupporting

confidence: 80%

“…Users' decisions not to use reference services were found to have been made not because they do not need help but rather because many of them do not regard librarians as valid information sources or resources in solving their specific and specialised needs (Pinto et al, 2010: 77). The authors further claimed that university libraries need to improve their relationship with users and understanding users' needs, hopes, and expectations in order to assist innovation in scholarly activities (Pinto et al, 2010). Lu and Guo (2009) suggested that academic libraries need to pay more attention to users' behaviour and provide more individualised and professional services.…”

Section: The Role Of the Academic Library And Librarianmentioning

confidence: 99%

“…Academic users can subscribe to academic publishers' digital libraries which offer an RSS feed for each journal and reporting summaries of each new issue as it becomes available, thereby staying current with emerging knowledge in the field (Kim & Abbas, 2010). Pinto, Fernandez-Marcial, and Gomez-Camarero (2010) explored the opinions of researchers about the services provided by university libraries. They found that the researchers seem to place little value on the role of the librarian in his or her training as an information user.…”

Section: The Role Of the Academic Library And Librarianmentioning

confidence: 99%

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Academic Library Services Support For Research Information Seeking

Evans²

2011

Australian Academic & Research Libraries

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This study investigated the use of a university library academic service to assist in research information seeking, and the role and value of the academic services in support of research from the viewpoints of both academic users and librarians. Ten Ph.D. students completed questionnaires followed by face-to-face discussions and four academic librarians participated in semi-structured interviews. Findings include library online databases and interlibrary loans and document delivery as the services most familiar to, and utilised by, academic users. Assistance in searching for resources in and out of the library, subscribing to the databases and maintaining access, as well as providing training on research skills were major roles and values of the university library as perceived by academic users in research support. Academic librarians believed that users' research-related service needs varied for different stages of the research process and disciplines and they reported perceiving their role as that of a "mediator" and an "information broker". Recommendations for further research are also provided. Academic library services support for research information seeking (Haglund & Olsson, 2008). Many of the recent user-centred library studies have explored specific needs and trends among researchers and discussed the implications for service quality of university libraries (Haglund & Olsson, 2008;Heine, Winkworth, & Ray, 2000;Oakleaf, 2010;Payette & Rieger, 1998). However, limited research has been done that directly explores academic users' library service-seeking and using behaviour in pursuit of their research activities.Understanding the use of library services, meeting the users' service-seeking needs, improving the academic library services provision, and promoting research capabilities and the competitiveness of its university's research are important and associated issues not only for the research in the field but also for the library service practice.Information seeking and provision are two sides of a coin in terms of the issue of library service support. The seeking and provision of library services work through the interactions between users and librarians. Investigations of both the use and provision of library services can improve the understanding of how the library and its users interact. However, very few studies examine library service support from the perspective of librarians.The study reported in this article aims to first investigate how academic users utilise the academic library services when seeking research information, including their awareness of library services provision. Second, it examines how academic users perceive the role and value of university library academic services in support of research. Furthermore, it explores academic librarians' perceptions of users' research-related service needs and self-evaluation of service provision. This qualitative research combined different data collection techniques such as semistructured interviews, questionnaires, and face-to-face discussions...

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Section: Academic Users' Viewpoint Of Library and Librarians In Supposupporting

confidence: 80%

Section: The Role Of the Academic Library And Librarianmentioning

confidence: 99%

Section: The Role Of the Academic Library And Librarianmentioning

confidence: 99%

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Academic Library Services Support For Research Information Seeking

Evans²

2011

Australian Academic & Research Libraries

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“…• Calvert (1998) tested an instrument for Measuring Service Quality in Singapore's Polytechnic Libraries, based on data collected through different focus groups of academic librarians. • Pinto et al (2010) conducted a case study in the Science and Technology Area in Spain and analysed faculty and researchers' with the specially designed BiQual tool. • Chen and Chou (2011), after having examined through questionnaires reader needs and satisfaction degrees, applied Grey Relational Analysis (GRA) to Quality Function Deployment (QFD) to identify service improvement techniques for an academic library.…”

Section: Customer Satisfaction In Library Managementmentioning

confidence: 99%

The drivers of customer satisfaction for academic library services: managerial hints from an empirical study on two Italian university libraries using the Kano model

Dominici

Palumbo

2015

IJMIE

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The intent of this qualitative research is to investigate and understand the requisites of customer satisfaction for academic libraries' users and to give managerial hints for the implementation of user centred academic library services. To this aim, we analyse the library services of two Italian Universities (the Faculty of Economics of University of Palermo and the Central Library of the University of Salerno) to find relations and congruencies and to evaluate the perceived relevance of the tangible and intangible aspects of these services. In the preliminary phase of the research, we conducted both focus groups and individual interviews involving students or researchers who regularly use the library services. This study supplies a significant analysis of qualitative data that can be functional for researchers and for university managers to plan strategic and operative activities in order to improve academic library services.

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“…Most scholars are satisfied with their information skills. Because researchers are self‐taught or have learned how to search from their colleagues, their skills are similar to the way lay people use general search engines They are not interested in instruction organised by the library and do not consider librarians to be of value in enabling them to solve their information related problems . Some of the main findings of the previous studies are presented in Table .…”

Section: Introductionmentioning

confidence: 99%