共查询到20条相似文献，搜索用时 31 毫秒
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Ibrahim H. Osman Abdel Latef Anouze Zahir Irani Baydaa Al-Ayoubi Habin Lee Asım Balcı Tunç D. Medeni Vishanth Weerakkody 《Government Information Quarterly》2014
E-government services involve many stakeholders who have different objectives that can have an impact on success. Among these stakeholders, citizens are the primary stakeholders of government activities. Accordingly, their satisfaction plays an important role in e-government success. Although several models have been proposed to assess the success of e-government services through measuring users' satisfaction levels, they fail to provide a comprehensive evaluation model. This study provides an insight and critical analysis of the extant literature to identify the most critical factors and their manifested variables for user satisfaction in the provision of e-government services. The various manifested variables are then grouped into a new quantitative analysis framework consisting of four main constructs: cost; benefit; risk and opportunity (COBRA) by analogy to the well-known SWOT qualitative analysis framework. The COBRA measurement scale is developed, tested, refined and validated on a sample group of e-government service users in Turkey. A structured equation model is used to establish relationships among the identified constructs, associated variables and users' satisfaction. The results confirm that COBRA framework is a useful approach for evaluating the success of e-government services from citizens' perspective and it can be generalised to other perspectives and measurement contexts. 相似文献
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Crystal M. Boyce 《Public Services Quarterly》2013,9(4):237-253
Secret shopping is a form of unobtrusive evaluation that can be accomplished with minimal effort, but still produce rich results. With as few as 11 shoppers, the author was able to identify trends in user satisfaction with services provided across two entry-level desks at Illinois Wesleyan University's The Ames Library. The focus of this secret shopping program was on user experiences rather than whether correct answers were given by student employees working at the desks. Overall, users were satisfied or very satisfied with their experiences, though user feedback identified one desk as providing consistently better service. 相似文献
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Kim Mears Maryśka Connolly-Brown Julie K. Gaines Lindsay Blake Kathy Davies Peter Shipman Gail Kouame 《The Journal of Academic Librarianship》2017,43(6):532-539
This article provides a theoretical model for understanding embedded librarianship by introducing an Embedded Ecosystem Framework (EEF) and toolkit to evaluate the health of an embedded program in an academic setting. The toolkit measures the tangible services and the intangible relationships with users in embedded programs under the framework's four facets: Actions, Awareness, Perceptions, and Impact. The Actions facet is measured by traditional library reference metrics, while Awareness, Perception, and Impact measures such as program awareness, self-reported academic gains, or service satisfaction are measured by a survey as well as individual and class evaluations. Analysis of data trends can indicate gaps in services provided or utilization of services by specific user groups to encourage more active engagement with their communities. The toolkit is customizable to fit other embedded librarian programs. 相似文献
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This study examines how academic librarians at the Complutense University (Spain) perceive project management techniques that are becoming increasingly popular in library and information centers due to the need to comply with their strategic planning and services. To reach this goal, a quantitative and qualitative methodology was applied and a survey, in the form of a questionnaire, was used as a data gathering tool. The response rate was 31.2%. The key findings are based on respondents' education regarding project management skills and their expertise managing projects, as well as the presence of project management courses in the Library and Information Science Spanish curriculum. This study revealed that over one third of the academic staff completed their project management training by self-directed learning. Additionally, over half of them stated that they had not participated in any library project in the last five years, and almost half of the library staff concluded that project management techniques are quite important as formal courses in the Library and Information Science university programs. The study is interesting and revealing for those library and information services professionals who are facing day-to-day to users' demands and Library and Information Science challenges. 相似文献
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St. John Fisher College's Lavery Library's Access Services and Systems departments began a pilot project in which students with overdue fines tested usability of library Web sites in exchange for fine waivers. Circulation staff promoted the program and redeemed fine waiver vouchers at the Checkout Desk, while Systems staff administered testing and provided vouchers to participants. Staff evaluated the pilot to be a success, as qualitative data were collected to enable iterative changes to library Web sites, and users had a positive customer service experience. The piloted method may be applied in the future to assess other programs and services. 相似文献
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User-centered E-Government in practice: A comprehensive model for measuring user satisfaction 总被引：2，自引：0，他引：2
New information and communication technologies (ICT) offer the government new possibilities for providing citizens and businesses with better, more efficient services. Criticism about the provision of E-Government services, however, has proposed a more user-oriented approach. The user needs to be placed at the center of the development and the provision of electronic public services. Simultaneously, it is important to investigate the impact of the new services on customers. User satisfaction may indeed have a decisive influence on large-scale adoption and use of E-Government services.This article describes the development of a comprehensive model for measuring user satisfaction in the context of E-Government. It rethinks the e-strategies of government and subsequently presents a conceptual model derived from ICT acceptance theory. Both quantitative as well as qualitative research have been carried out in order to elaborate the model and to formulate adequate indicators for measuring user satisfaction.The measurement model has been tested using data from five Flemish E-Government websites. Structural equation modeling (SEM) was applied in order to investigate the goodness of fit of the model and the underlying indicators. Based on the results, it becomes possible to reduce the list of indicators to nine items, still covering the full conceptual model. With this shortlist of satisfaction determinants, E-Government suppliers would be able to get a clear view on acceptance of their internet services by the users. 相似文献
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Jill Florence Lackey Susan Sullivan Borkin Vanessa Torti Timothy Welnetz D. Paul Moberg 《Curator: The Museum Journal》2007,50(3):319-340
Abstract The Science Explorations program was developed by the Milwaukee Public Museum (MPM) out of a desire to use the unique resources of MPM to advance informal science education and to address a community need of local and national concern: improving science education and accessibility for underserved audiences. In 2002, with support from the National Science Foundation (NSF) and private donors, MPM launched this after‐school program for a target group of urban, mostly minority, middle school girls, a group at risk for underachievement in science and technology. The museum staff built a combined program with five middle schools and also sought to reach out to family members of the participating girls in order to increase support for the young women's science endeavors. A three‐year evaluation of the Science Explorations program demonstrated positive findings from primarily quantitative data. An aim of this article is to present findings from the qualitative data to shed light on the reasons this program met nearly all of its targets. Findings from case studies and qualitative interviews suggest that the museum staff's efforts to demystify science—a process that provided ongoing access to real scientific endeavors and invited personal contact with scientists—influenced the program's success. Findings also suggest that strong school liaisons may help increase family support for young women's scientific pursuits, which can in turn play a role in their success in this program. 相似文献
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Objectives:Academic health sciences librarians sought to evaluate the efficacy and future of the Health Information Specialists Program, a five-year consumer health information outreach collaboration with public libraries across the state.Methods:Five focus groups were held with participants from all five years of the program. Thirty-four participants from the program attended. Facilitators used structured interview guides consisting of eleven questions regarding the impact of the collaboration on participants'' abilities to connect themselves or others to health information; the usefulness of materials or knowledge gained and its applications; any consumer health outreach projects that arose from the program; and suggestions for future topics, formats, or modifications. Data was hand-coded and analyzed using the framework analysis methodology for qualitative research.Results:Participants reported feeling improved confidence and comfort in providing health information services to their patrons. Numerous instances of knowledge transfer—in their personal lives, with their colleagues, and for their patrons—were described. Participants reported improved abilities to both find and evaluate consumer health information, and many adapted class materials for their own programming or teaching. Suggestions were provided for future class topics as well as a program website.Conclusion:Based on data from the five focus groups, the Health Information Specialists Program has positively impacted participants in a number of ways. Primary among these were self-reported improvement in both health information retrieval skills and the ability to evaluate the reliability of health information online, as well as in the confidence to help patrons with their health information needs. 相似文献
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This study examined academic library employees' experiences during “strengths education,” a process of learning about individual strengths during a positive psychology intervention. Participants took the Clifton StrengthsFinder test, attended a workshop, and then were interviewed about what they considered to be the effects of the strengths training. The focus of the qualitative analysis was the interviewees' statements about the intrapersonal and interpersonal effects of learning about their strengths. We categorized and coded these statements as cognitions formed, emotions experienced, and applications envisioned. Our findings raise interesting implications for job satisfaction and employee self-esteem, especially during times of change. 相似文献
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《Library Collections, Acquisitions, and Technical Services》2004,28(2):180-195
This study examines how the social sciences' debate between qualitative and quantitative methods is reflected in the citation patterns of sociology journal articles. Citation analysis revealed that quantitative articles were more likely to cite journal articles than monographs, while qualitative articles were more likely to cite monographs than journals. Quantitative articles cited other articles from their own quantitative-dominated journals but virtually excluded citations to articles from qualitative journals, while qualitative articles cited articles from the quantitative-dominated journals as well as their own qualitative-specialized journals. Discussion and conclusions include this study's implications for library collection development. 相似文献
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ABSTRACTIn the last decade Australian academic libraries have increasingly aligned their research support services with assessment criteria used in the national research evaluation exercise (Excellence for Research in Australia). The same period has seen growing interest in research impact outside of traditional measures, such as bibliometrics. Social media has provided opportunities for research dissemination and new tools, altmetrics, to measure these activities have emerged. This article reports on research into the extent and nature of research support services at Australian academic libraries, how the services are managed, and the factors that influence their development and delivery. Quantitative and qualitative research methods were used to compare the findings with an earlier study and to provide a deeper understanding of research support in Australia. Three key themes, services, staff and resourcing, and relationships, are discussed in relation to the management and challenges faced in providing research support. 相似文献
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《The Journal of Academic Librarianship》2021,47(6):102460
This paper demonstrates how university students experienced and perceived inclusion in a public research university library context during COVID-19. Both quantitative (n = 3379) and qualitative data (n = 575) from the 2021 student survey were examined to explore students' library experiences and their perceptions of inclusion. The quantitative data revealed that students using both the physical and online library had the greatest sense of belonging, whereas students who never used any library resources had the least sense of belonging. The qualitative data further revealed that when students used the in-person library space they felt a sense of belonging, as well as feeling accepted and valued; on the other hand, it was hard for them to judge inclusion when they had not been in the library due to COVID-19. This finding suggests how academic libraries need to prepare for the hybrid environment (in-person and online) so that students using online resources and services feel connected to the library. 相似文献
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This article reports the results of a survey that analyzed the job satisfaction of 361 library access services practitioners. Library access services staff were surveyed and asked to rate job satisfaction based on Maslow's Hierarchy of Needs and Herzberg's Two-Factor Theory. Results show that access services staff have opportunities for satisfaction based on higher-level needs. Personal fulfillment, job opportunities, and relationships with coworkers rated as the top three most important factors. There are also contributing factors that affect job satisfaction based on lower-level needs, such as salary. Age, education level, and administrative responsibilities also play a role in job satisfaction of access services staff. The survey results demonstrated that most employees are satisfied, while improvements are needed in certain areas to provide employees with a more fulfilling work environment. 相似文献
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Sandra S. Kramer Jennifer R. Martin Joan B. Schlimgen Marion K. Slack Jim Martin 《Medical reference services quarterly》2013,32(1):31-41
This article describes the creation and implementation of focus groups to evaluate the effectiveness of a health sciences library's liaison program of the College of Pharmacy faculty and to better understand the faculty's information needs in order to design new and improved library services. The liaison services support the teaching and research needs of faculty and students through literature research, classroom teaching, and an extensive library collection of pharmacy literature. Focus group results demonstrated a high level of satisfaction with library liaison services and collections. Opportunities exist for expanded interaction with graduate students and greater marketing of library services to increase faculty awareness of specific library programs. 相似文献
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《图书馆管理杂志》2013,53(3-4):507-529
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Tracy Lucht 《Journalism Practice》2016,10(3):405-423
This study uses quantitative and qualitative survey data to examine the job satisfaction of male and female employees at Iowa newspapers. Responses to open-ended questions indicated qualitative differences in the issues men and women considered salient and in the discourses they used to talk about their work. Male respondents were more likely to use language that evoked professional efficacy and emphasized presence. Female respondents more likely to use language that related to production and emphasized position. The findings also indicate a gender discrepancy related to income and financial status; men reported higher salaries and indicated greater financial security than women. Economic environment emerged as a salient issue for both male and female employees. Overall, the findings support the use of qualitative data to explore issues related to gender and job satisfaction and suggest organizational factors play an important role in newspaper employees’ attitudes and perceptions about their work. 相似文献
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《The Journal of Academic Librarianship》2021,47(6):102459
A review of the research background shows that despite the usability of customer knowledge for libraries, the concept of Customer Knowledge Management (CKM) in libraries is rarely addressed. The purpose of this study was to identify the indicators, operational instances as well as the design and validation of an all-inclusive CKM implementation instrument in academic libraries. The study was conducted in two quantitative and qualitative phases. The final instrument was a CKM strategy that consisted of various indicators preliminary designed by drawing on literature review, and operational instances identified by qualitative interviews with 12 academic library managers. A Delphi study with 20 experts was used to assess the experts’ degrees of agreement on the retrieved indicators and instances. The result was a reliable and valid checklist consisting of 67 instances under 6 major and 12 minor indicators. This instrument would allow managers to assess the state of CKM in their academic libraries, improve their library performance by checking the strengths and weaknesses against the indicators, and also serve as a basis for training the academic library staff on how to successfully implement CKM. With objective instances, the instrument is expected to improve the quality of customer services, customer satisfaction, and customer loyalty. 相似文献
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User satisfaction is a crucial factor for continual usage of e-Government services and for the success or failure of e-Government projects. The main challenge for Jordanians is what are the key determinants of their satisfaction? This paper aims to identify the key factors that determine Jordanians' e-Satisfaction with Jordan's e-Government services portal. Based on an extensive review of relevant literature, five hypotheses are formulated and five factors are identified (i.e., security and privacy, trust, accessibility, awareness of public services, and quality of public services) that may affect the Jordanians' level of satisfaction towards using the Jordan e-Government portal (www.jordan.gov.jo). Survey data from 400 employees in four universities in the northern region of Jordan were collected and used to test the proposed hypotheses. Based on multiple linear regression and factor analyses, our empirical analysis demonstrates several key findings. These findings indicate the usefulness and importance to unveil the key drivers of e-Satisfaction so as to provide feedback in a set of recommendations that will enable creating e-Government portals which are compatible with citizens' needs, desires, and expectations. They also provide insights for both practitioners and governmental policy-makers to enhance e-Government portals via accounting diverse factors of technical, behavioral, managerial, and motivational aspects. Finally, implications and recommendations of these findings were discussed. 相似文献