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Muhammad Jaber Hossain 《图书馆管理杂志》2013,53(6):462-482
ABSTRACTThis article investigates students’ perceptions and expectations of service quality to understand the causes of dissatisfaction with the services delivered by the university libraries in Bangladesh. A total of 623 usable responses were collected from ten public and private university libraries in the country. The survey data were collected using a modified five dimensional SERVQUAL-based questionnaire, consisting of 26 service items. To determine the level of user satisfaction/dissatisfaction with the service items, the study used the disconfirmation theory with slight modification. It was found that users’ unrealistically high expectation for quality services is one of the key sources of their dissatisfaction. The other causes of dissatisfaction include lack of user-employee relationships, lack of attention to users’ needs, an external communication gap between library and users, lack of attention to enhance staffs’ performance, etc. Based on the service deficiencies identified, the study offers some measures that could be used as a way to improve service quality, and thereby user satisfaction. 相似文献
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Abstract This paper reports on a survey of faculty perceptions of the role of the library in online distance education. The study is second in a series of related studies exploring The Pennsylvania State University's library services to patrons at a distance. In 2004, faculty of the World Campus (Penn State's online distance education program) were surveyed on their perceptions of e-learners' research needs. The faculty responded to questions on how their students access research information for their courses, whether they require their students to use the library as part of their courses, and their expectations of the library as an academic support service. The survey revealed that 60% of the responding faculty supply all of the required research information to students in their courses, and 62% do not require students to use the library as part of their course(s). The study concludes that online, distance-education faculty members have minimal to moderate expectations of the library in supporting their teaching and their students' research needs. Moreover, the study shows a significant lack of faculty awareness of existing library services and resources available to the e-learning community. 相似文献
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《The Reference Librarian》2013,54(65):51-60
Summary Computer technology has progressed to the point where desktop videoconferencing with personal computers and remote application sharing software can be employed in remote reference library service. These technologies can be used to provide personal and effective distant reference and library instruction services to library users, in addition to such traditional methods as mail, telephone, and e-mail service. This article presents scenarios in which videoconferencing and remote applications sharing software can be used in distant reference service. Free software discussed includes CU-SeeMe for videoconferencing and NetMeeting for videoconferencing and remote applications sharing. 相似文献
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ABSTRACT The Library 2.0 movement emerged as a response to the technologies and concepts in the Web 2.0 movement and has been taking the library world by storm. Web 2.0 takes the stagnant Web 1.0 and makes it more user-driven, collaborative, participatory, and personalized. Library 2.0 takes the tools of Web 2.0 and moves them into a library setting with libraries that are user-centered, networking faculty, students, and librarians to create a vital and evolving organization designed to meet the needs of the current information culture. Library 2.0 is especially relevant to institutions providing services to off-campus students. Many students taking courses remotely have full-time jobs and busy lives beyond their coursework. Providing those students with a customizable, personalized, and collaborative library assists in their success as a student. Using Web 2.0 technologies and other social networking tools in the library setting brings the library to our users, making them more relevant in today's information society. 相似文献
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Abstract Primo Analytics from two campuses of the California State University system has revealed that a dramatically low proportion of Primo searches originate from mobile devices. The current study focuses on usability concerns as one area that may be preventing students from searching the Primo mobile interface. The sample for this study includes students from two campuses with a variety of experience with library instruction and searching the library’s discovery system. Participants were given the same set of six common academic tasks to complete. Both mobile and desktop participants found three tasks relatively easy to complete. When there were differences in completion rates between the mobile and desktop users, the desktop users were overall more successful. No task was consistently difficult for desktop users to complete, while mobile users found two of the tasks very challenging to complete. Based on the findings, the authors make recommendations for improving the experience of mobile users. 相似文献
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In June 2000, the Biomedical Library at the University of South Alabama introduced Prospero, an electronic desktop document delivery service. From June 2000 to November 2002, Prospero delivered 28% of interlibrary loan requests and 72% of document delivery requests. In November 2002, the library conducted a user satisfaction survey of the Prospero service. Forty-two surveys were used. Fifteen responses were received from affiliated faculty, staff, and students, who generally expressed satisfaction with the service. Twenty-seven responses were received from unaffiliated users, comprised of medical libraries, individual users, and businesses. Based on the survey results, the library deemed the Prospero service a success. To better support users, the library's Web page was updated to include hardware and software requirements for successful use of the Prospero service, as well as screen shots of the Prospero process. 相似文献
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The LibQUAL+? survey was used in 2006 to assess library service quality at the University of Notre Dame. While results showed that the Libraries were meeting users’ expectations for service in most areas, a closer examination of the data revealed dissatisfaction from a subgroup of users in one particular dimension of library services. This study focuses on the deficient area, information control, and the dissatisfied group, faculty, by comparing local results with results from other ARL libraries that also participated in the 2006 survey. In addition, an analysis was conducted to determine the relationships between selected institutional characteristics and LibQUAL+? scores for the service quality dimension of information control at the University of Notre Dame and other ARL Libraries. This analysis, with a narrowed focus on faculty and information control, increased the library’s awareness about which library services were most important to faculty and clearly identified areas needing improvement. 相似文献
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《期刊图书馆员》2013,64(1-2):223-236
ABSTRACT An overview of the preliminary analysis of focus group and semi-structured interviews identifies how and why college and university information seekers meet their information needs. In the age of immediate gratification, in certain situations users may settle for information that is quickly and easily available instead of library sources that are considered more authoritative and trustworthy. Meeting user needs in the library environment requires updating library catalogs to implement discovery and recommender services that provide the associations and links that are available to users in other Web-based environments and that meet these users' expectations of online systems and sources. 相似文献
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《Legal Reference Services Quarterly》2013,32(1-2):91-111
SUMMARY Law firm libraries have undergone drastic changes in recent years. This chapter chronicles the evolution in the size of the law firm library and its collection, the changing expectations of law firm library users, and the inventive ways that law firm librarians are fulfilling the needs of the law firm library users with technology and other means. This chapter also explores how law firm libraries can improve service and overall efficiency through limited outsourcing of reference services. 相似文献
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《The Reference Librarian》2013,54(59):139-146
Summary New reference desk staffing configurations are required as reference service evolves from locating in-library resources to using and teaching the use of electronic resources. The tangible and intangible benefits achieved by scheduling technical services staff to assist at the reference desk are discussed. Intangible benefits include improved library service due to technical services staff expertise, and greater flexibility for reference desk staffing. The reference staff can also learn more about the automated library system and current processing initiatives from their technical services colleagues. Technical services staff benefits from seeing the results of their work in a public services setting and experiencing the satisfaction of helping users locate needed information. A stronger sense of library service is instilled in the “back room.” Technical services staff will also enjoy more challenge, opportunity, and variety in their work. Some tangible benefits realized at the University of Minnesota's Bio-Medical Library, which are directly related to the scheduling of technical services staff at the reference desk, are also briefly described. 相似文献
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《The Reference Librarian》2013,54(69-70):395-406
Summary The adult learner in the academic environment faces some unique problems and challenges. Balancing work, family, and a job are just a few examples. Technological changes in information retrieval and research, and in the use of the library can also magnify the adult learner's problems. The study targets adult learners at Penn State Erie, The Behrend College. Focus groups and questionnaires are used to gather information from both active and non library users among the adult population: their views about the library environment, library resources, service, instruction, other traditional students, and staff. Perceptions about the adult learner are also obtained through face to face interviews with teaching faculty and administrators. Findings from the study will assist librarians to better understand the needs and expectations of the adult learner, and plan accordingly to meet these demands. 相似文献
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《Journal Of Access Services》2013,10(1):151-177
Abstract Librarians today are faced with many choices when acquiring information and directing their users to the sources they need. This is most evident with serials. The choices have become more confusing with new options requiring libraries to determine what a full text purchase actually buys, how to be sure users can identify the material needed, and then how to acquire the actual material in the most appropriate media. Providing access by the piece is a valid solution that can help lead to the transition to full text online journals. This article critiques the use of the British Library Document Supply Centre's “inside” service and its use at the University of Illinois at Urbana-Champaign Library (UIUC). The article concludes with a review of the components of a good document delivery system. 相似文献
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Muhammad Jaber Hossain 《International Information and Library Review》2013,45(1-2):21-30
The article provides an overview of the expectations and perceptions of library service quality from university students in Bangladesh. A modified version of the five dimensional SERVQUAL instrument was used to collect data from the universities. Respondents were asked to indicate their opinion on three columns, i.e., desired, minimum, and perception of service performance using 28 service items. It was found that the students’ desired expectation for services is unreasonably high. The study, therefore, made an effort to examine the sources of their expectation to develop and validate an alternative item-scale for service quality assessment. The results indicate that the students’ expectation sources had a significant impact on their opinion on service quality. A large proportion of students felt that their expectation for quality services is their right. This led them to rate higher desired expectation score for services. It suggests that user's desired service expectation is unrealistic and is not reliable for quality measurement. Based on this, the study argues that the prior scales of service quality assessment, particularly the calculation of the gap difference between perception of service performance and desired service expectation cannot produce a realistic result. An alternative item-scale, called real service expectation, was developed to calculate the gap score between perception of service performance and real service expectations. The computation of real service expectation, and the corresponding gap analysis could provide a new strategic direction for service quality assessment in academic libraries. 相似文献
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《Journal Of Access Services》2013,10(2):39-46
ABSTRACT Saint Leo University faculty provide instruction at SCE sites located on eight community college campuses and three military bases in the Florida region. This article will examine ways in which the Distance Learning/Reference (DL/Ref) librarian facilitates off-campus student access to both the university library's online and print resources and to library resources at nearby supporting, or “proximal,” libraries for students who are too far from the University Campus to use anything except the Ask-a-Librarian, 1–800 reference, and Interlibrary Loan services. These students must rely on proximal libraries, which include large public library systems, library consortia, community college libraries, and military base libraries, for access to print resources as well as Internet access to the university's online content. Providing library access services for such a large, disparate group requires the additional combined efforts of administrators, other faculty librarians, and supporting libraries. 相似文献
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《Public Services Quarterly》2013,9(4):11-27
Abstract The article reports the results of a visual survey of library Web sites conducted over a seven-month period in 2000. Included in the survey were 100 ARL libraries in public and private universities in the United States. The author sought information about the libraries' policies regarding access to services and resources for unaffiliated users-library users who are not students, faculty, or staff of a library's parent institution. The author focused on four areas: entrance to the building, circulation policies, interlibrary loan service, and the use of proprietary databases. The author also looked for mention of services to unaffiliated users in library mission statements and the costs for use of services or resources. As expected, the variation among library Web sites was great, in terms of the amount of information provided, the level of access to services and resources, and the cost for access. No attempt was made to confirm the information by direct correspondence with staff at the libraries, in part because the intent was to determine only what one could learn from a library's Web site. 相似文献
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ABSTRACT The Brooklyn campus library of Long Island University (LIU) seized the opportunity to take a proactive approach to providing library resources and services to the university's Global College community. An active link connecting the library, Global College headquarters, and international sites has been created. After carefully evaluating the needs of faculty and students across the globe, the authors recount how the library supports the teaching and learning activities of this unique user group. This article describes the LIU Brooklyn campus library's efforts to promote and implement customized resources and services to users on different continents. 相似文献
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《The Reference Librarian》2013,54(25-26):527-539
Reference services for disabled students require not only traditional directional and informational assistance, but also physical assistance. Providing this service takes planning, commitment and funding on the part of the librarians providing the service and on the part of the library administration. A well- lanned staff development program should be offered to the entire [braly staff on a regular basis in order to increase awareness of disabled library users' needs and to sensitize the staff to their physical limitations. This will help to overcome barriers in library facilities and collections. 相似文献
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《The Reference Librarian》2013,54(59):177-188
Summary A service orientation strongly rooted both in mission work and in identification with students has firmly undergirded and motivated my reference service. A missionary's familiarity with certain subject areas provides certain ready-response and advisory capabilities. Extending my approach from missionary teaching, I attempt to provide leads to all significant data that are relevant to reference questions. By making the most of fleeting reference opportunities with students, I try to train them as potential peer teachers of library skills to other students. Effective communication with library users can involve adapting to very different ways of conveying messages. Saving face for others and building an inviting public impression can be a key to effective reference communication. Highly committed users, especially graduate and international students, deserve our most skillful, conscientious reference assistance. 相似文献