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1.
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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The data used in this article is based on the reviewing of relevant literature to provide an overview of the concepts of organizational commitment, job security, and interpersonal relations, as well as on the results of the original online survey, conducted by the article's authors, held in 2012 in Estonian university libraries governed by public law. On the basis of the current study it can be said that Estonian university librarians’ are generally committed and loyal to their library, but significant influencers of that are general job satisfaction, job security feeling, good relationship with the closest colleagues, and support and recognition from direct supervisor. However, the sign of a danger is that 42% of the respondents are ready to change their job, if a more suitable opportunity is available. The results also show that the length of employment in a particular library is positively correlated with job commitment. The biggest challenge for managements of the university libraries in Estonia is to keep young professionals not only committed to their current libraries, but also committed to their chosen occupation. Management should also pay more attention to improve communication between direct managers and employees, and to improve the job security feeling among librarians. 相似文献
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阅读推广已经成为图书馆的主流服务,但作为阅读推广主体的阅读推广人在实践中仍然存在角色模糊的问题,这在一定程度上制约了阅读推广人的专业化发展。本文在借鉴公关人员角色和团队成员角色研究的理论视角和实证研究的基础上,采用混合研究方法,试图明确图书馆阅读推广人角色的类型构成,并分析其前置因素和后续影响。研究发现,当前图书馆阅读推广人的角色类型包括组织联络、宣传评估、调研策划、现场主导和内部辅导;这一角色分类体现了从管理者到混合型再到技工的连续体,其中组织联络位于管理者一端,宣传评估位于技工一端,调研策划因其典型的混合型特点位于中间位置,而现场主导和内部辅导这两个角色则可能位于该连续体的其他任何中间位置;除了性别和学科背景之外,职称、所在图书馆的类型、图书馆所处地域和工作性质对图书馆阅读推广人的角色类型都有一定的影响,而这些角色类型又在很大程度上影响他们对角色重要性的认知和对工作满意度的评价。本研究可为图书馆培养阅读推广人提供参考。图1。表6。参考文献47。附录1。 相似文献
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高校图书馆各方面的资源管理与服务工作是图书馆管理的核心内容.文章在考察香港图书馆取得的经验基础上,结合华南师大图书馆的实际管理现状进行比较,着重在光盘管理与个性化服务等有关方面展开分析并提出建议. 相似文献
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Determining the Key Dimensions for Evaluating Service Quality and Satisfaction in Academic Libraries
Muhammad Jaber Hossain 《International Information and Library Review》2013,45(3):176-189
ABSTRACTOffering quality services and evaluating the rate of success in providing users with target services is the pervasive importance of academic libraries. The central purpose of this study is to determine key dimensions of service quality and satisfaction through developing a new item-scale for evaluating service quality and satisfaction in academic libraries. For primary data collection the study used a 28-item instrument based on five dimensional modified version of SERVQUAL. Respondents were asked to indicate their degree of opinions in the three-columns format: desired service expectation, minimum service expectation, and perception of service performance on a 7-point Likert-type scale. The researcher initially conducted a pilot survey to clarify the overall structure of the questionnaire items to be accepted and used. The reliability of the analysis of data with distinct service attributes were taken from ten public and private university libraries in Bangladesh. Subjecting data obtained to exploratory factor analysis shows that academic library service quality and satisfaction is related to four basic dimensions: caring, competence, resources, and library as a place. Twenty-six service items were identified after extraction through exploratory factor analysis, where nine items were shown before “caring,” five items for “competence,” seven items for “resources,” and five items for “library as a place.” The result in fact provides a generic and robust instrument and recognizes a new item-scale, namely “real service expectation” for the librarians and information science practitioners in the assessment of service quality and satisfaction in academic libraries and in the related fields. 相似文献
6.
Fadel Jamil Klaib 《International Information and Library Review》2013,45(3):173-183
This study aims to investigate the resources and methods used in information instruction provided at private university libraries in Jordan. It also investigates trends among Zarqa Private University students towards the achievement of its objectives. Data was collected via two questionnaires. The population of the study consisted of 19 administrators of private university libraries; 14 of them (73.7%) responded positively to the study, and of 600 first year students who were in the first semester of the academic year 2007/2008, 512 of them (85.3%) responded positively. Study findings have revealed that information literacy instruction programmes are not comprehensive in all target libraries. No more than five (35.7%) of the responding libraries offer the required lectures that inform students about the importance of libraries and libraries’ departments, the practical training of online access to databases through internet, or training on the usage of periodical indexes. The curricula offered by more than 78.6% of the respondents lacked courses or exercises that support library usage. Findings of “information literacy instruction programmes offered to students of Zarqa Private University, reveal that the programmes concentrate on theoretical aspects more than practical aspects. This study introduces some recommendations related to its findings. 相似文献
7.
Emmanuel E. Baro Biokuromoye Fyneman Timi Zoukemefa 《Cataloging & classification quarterly》2013,51(6):675-696
The aim of the article is to investigate the level of job satisfaction among cataloger librarians in university libraries in Nigeria. Eighty-six catalogers from 29 university libraries in Nigeria participated in the survey. A questionnaire was used for data collection, which was e-mailed to catalogers. Overall, 86% of the catalogers surveyed were very or somewhat satisfied with their current job. The findings revealed that catalogers in university libraries in Nigeria are dissatisfied with dimensions such as roles and responsibilities, workplace culture, rewards (salaries/benefits), and professional development. On the other hand, they are satisfied with administration and supervision, performance evaluation, and opportunities. 相似文献
8.
Kate-Riin Kont 《Cataloging & classification quarterly》2013,51(7):825-850
In the current socioeconomic climate, efficiency and performance have become very important in libraries. The need for library managers to justify their costs to their parent organizations has become particularly important. Time-driven activity-based costing (TDABC) helps libraries to get a better picture of the cataloging activities that they are actually engaged in, and their costs. This article reviews the relevant literature to provide an overview of different cost accounting methods suitable for the measurement of the cataloging process. Then, through a case study conducted among Estonian university libraries, the TDABC approach was used to analyze the activities of cataloging process in two university libraries. 相似文献
9.
AbstractThe main aim of this paper is to empirically examine the information skills of public university librarians and whether attending a short training on navigation to e-resources results in improvements in their knowledge base. A group of 33 librarians working at different public university libraries participated in this study. They were participants in a 90-min long training program on navigation to e-resources conducted at University Grants Commission of Bangladesh. The survey questionnaire, consisted of 12 information tasks, was distributed and answered before the training. The same tasks were repeated at the end of the training session to see the improvement of information skills. It was found that librarians did not have adequate knowledge of information skills; in fact, a major proportion of university librarians demonstrated inappropriate and insufficient knowledge before the training. The training helped improve their performance score significantly in six out of 12 tasks. The study concluded that the provision of systematic and regular training will improve the skills of librarians and it will positively affect their service outcomes. 相似文献
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This study aims to investigate the resources and methods used in information instruction provided at private university libraries in Jordan. It also investigates trends among Zarqa Private University students towards the achievement of its objectives. Data was collected via two questionnaires. The population of the study consisted of 19 administrators of private university libraries; 14 of them (73.7%) responded positively to the study, and of 600 first year students who were in the first semester of the academic year 2007/2008, 512 of them (85.3%) responded positively. Study findings have revealed that information literacy instruction programmes are not comprehensive in all target libraries. No more than five (35.7%) of the responding libraries offer the required lectures that inform students about the importance of libraries and libraries’ departments, the practical training of online access to databases through internet, or training on the usage of periodical indexes. The curricula offered by more than 78.6% of the respondents lacked courses or exercises that support library usage. Findings of “information literacy instruction programmes offered to students of Zarqa Private University, reveal that the programmes concentrate on theoretical aspects more than practical aspects. This study introduces some recommendations related to its findings. 相似文献
12.
Helen Komolafe-Opadeji Reuben Abiodun Ojo 《International Information and Library Review》2019,51(2):194-201
This article reports on a survey study on the adoption and implementation of automation projects in federal university libraries in the south-west of Nigeria (SWN). The objectives are to ascertain the implementation status of automation projects, discuss the accruable benefits, investigate the library management system software being used, determine the modules already activated and fully implemented and their web presence, highlight the challenges encountered, draw conclusions and recommendations on enhancing successful implementation of library automation projects in Nigeria. The method used for gathering data for the study is questionnaire-based survey, using google form template. The findings of the study are that all the six federal university libraries in the SWN have adopted and implemented automation; two out of them are using open source integrated library automation software (Koha), one library uses in-house built integrated library system (ILS), while the remaining three use different proprietary software for their automation projects; and all the ILSs being used for automation projects are interoperable. The conclusion from the study is that the effective performance of libraries lies in the ability to access research materials and other relevant information contents with remarkable ease. This becomes achievable when libraries adopt and implement automation in their respective domains. 相似文献
13.
Electronic resources and services in Pakistani university libraries: A survey of users' satisfaction
Muhammad Sajid Mirza Khalid Mahmood 《International Information and Library Review》2012,44(3):123-131
This study is an attempt to evaluate the effectiveness of electronic resources and services in Pakistani university libraries on the basis of users' satisfaction. A survey method was employed to conduct the research. Using convenience sampling, eight university libraries; four each from Islamabad and Lahore including two from the public sector and two from the private sector having IT applications, were included in the users survey. The total population (i.e., 40,236) of library users was very large; therefore, a reasonable, manageable and convenient sample of 800 library users, including 100 users each from the eight libraries was selected. A semi structured questionnaire was designed to collect data, while a five-point Likert Scale from 1 (Dissatisfied) to 5 (Extremely satisfied) was used to measure the satisfaction level of the respondent. The study concluded that Pakistani university libraries are offering effective electronic resources and services to their users. 相似文献
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文章借助文献调研法、问卷调查法和访谈法对高校图书馆馆员与读者的空间需求进行了实证调研,并借鉴Censydiam模型等理论对需求背后的动机内容展开了分析,旨在明晰和比较高校图书馆馆员和读者的空间需求、空间利用动机的具体内容,为图书馆空间再造实践提供借鉴和参考。 相似文献
16.
层次分析法具有实用性、系统性、简洁性等显著优点,比较适合高校图书馆的岗位评价,但也存在参与人数有限和构建结构不严谨等局限。综合利用半结构式深度访谈法、问卷调查法及因子分析法对基于层次分析法设计的高校图书馆岗位评价方案进行优化,可以有效地弥补层次分析法的缺陷,较好地反映高校图书馆各岗位的相对价值,可操作性强,得到了馆员的普遍认可。 相似文献
17.
《The Reference Librarian》2013,54(20):171-185
During the 1986 Fall semester the reference departments of two academic libraries in Greensboro, NC conducted a survey of inquiries received on public policy issues. Both libraries used a form designed by one of the co-authors to record data collected during the survey period. One library is located at a medium-sized state-supported university, the other at a small college affiliated with the Religious Society of Friends. A total of 103 inquiries were received at both libraries, of these the overwhelming majority were from undergraduates doing research on term papers. Information was requested on more than 30 policy issues ranging from tax reform to toxic waste. No faculty member requested information on policy issues. Reference librarians referred patrons to a wide variety of sources in responding to their requests. Most inquiries were answered in five minutes or less. The survey showed moderate interest in public policy issues among students at both institutions. 相似文献
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从图书馆分馆的特殊性出发，在分析了当前大学图书分馆发展现状的基础上，提出应树立大学图书分馆人力资源结构优化的人本管理理念，核心是要建立人力资源优化配置和合理使用机制。并从人力资源优化互补等方面探讨了图书分馆人力资源管理的效能问题。 相似文献
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通过培育社会大众信息意识,唤醒普通用户信息利用意识,帮助大众用户提升信息意识及获取信息的能力,是高校图书馆提升服务社会能力、实现自身社会价值的最直接、最便利的途径之一。文章通过对安徽高校图书馆为社会读者服务现状调查分析,探讨高校图书馆提升社会大众信息意识的途径和策略。 相似文献
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图书馆知识产权管理现状的实证调查与对策 总被引：2，自引：0，他引：2
对高校、公共、科研三大系统的134个图书馆进行知识产权管理现状的问卷调查,统计数据显示:大多数图书馆都重视知识产权对图书馆的影响,部分单位还拥有自主的知识产权,有些单位缺乏明确的知识产权相关制度,并有一定的知识产权问题及障碍。据此,要重视知识产权培训,重视知识产权在图书馆具体实践中的贯彻,重视图书馆之间的合作,争取立法上的发言权。 相似文献