Toward a TQM Paradigm: Using SERVQUAL to Measure Library Service Quality

Coleman, Vicki; Xiao, Daniel; Bair, Linda; Chollett, Bill

doi:10.5860/crl.58.3.237

Cited by 40 publications

(23 citation statements)

References 3 publications

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“…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.…”

mentioning

confidence: 99%

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%

Explaining User Satisfaction with Academic Libraries: Strategic Implications

Andaleeb

Simmonds

1998

CRL

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“…Measures of reliability have been a significant part of LibQUALϩ ⌻⌴ , the tool developed by the Association of Research Libraries to assess service quality, and its business world predecessor, SERVQUAL. Research employing these tools has demonstrated that a library's ability to reliably deliver promised services, including the accuracy of the check-in process, is crucial in the minds of users Cook, Heath, and Thompson 2001;Nitecki and Hernon 2000;Coleman et al 1997).…”

Section: Literature Reviewmentioning

confidence: 99%

Reducing Check-In Errors at Brigham Young University Through Statistical Process Control

Spackman

2006

Journal of Access Services

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The relationship between the library and its patrons is damaged and the library's reputation suffers when returned items are not checked in. An informal survey reveals librarians' concern for this problem and their efforts to combat it, although few libraries collect objective measurements of errors or the effects of improvement efforts. Brigham Young University's Harold B. Lee Library is engaged in a quality improvement effort that includes the use of statistical process control and has resulted in an 86% reduction in errors over a two-year period. BYU's experience demonstrates the importance of objective measures in ensuring service quality.

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“…This instrument has been designed and validated for use in a variety of service encounters. In addition, many investigators have adapted the SERVQUAL measures to evaluate the service quality of libraries (White and Abels 1995;Nitecki 1996;Rowley 1996;Coleman et al 1997).…”

Section: Service Support Systemmentioning

confidence: 99%

Quality Management Approaches in Libraries and Information Services

Hsieh¹,

Chang²,

Lu³

2000

Libri

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The increasing expectations of users for better services have motivated libraries to view quality management as an effective means of incorporating quality improvement into their related services. Effectively implementing quality management in libraries requires an understanding of applying appropriate quality management concepts and techniques.This article reviews the quality management tools and techniques developed over the last five decades and, then, categorises them into three broad approaches. In addition, a framework of quality management approaches and techniques is developed and applied to assess and improve the service quality of libraries and information services.

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Toward a TQM Paradigm: Using SERVQUAL to Measure Library Service Quality

Cited by 40 publications

References 3 publications

Explaining User Satisfaction with Academic Libraries: Strategic Implications

Explaining User Satisfaction with Academic Libraries: Strategic Implications

Reducing Check-In Errors at Brigham Young University Through Statistical Process Control

Quality Management Approaches in Libraries and Information Services

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