QUALITY ASSESSMENT OF ACADEMIC LIBRARY PERFORMANCE: THE CASE OF AN IRANIAN ACADEMIC LIBRARY

Fahimeh Babalhavaeji · Alireza Isfandyari‐Moghaddam · Seyed Vahid Aqili · Ali Shakooii

15 citations0/0 files storedMalaysian Journal of Library & Information Science

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Abstract

The present research aims to assess the performance of libraries at the Islamic Azad University, Sciences and Research Branch (IAUSRB) through gap analysis. To do this, a researcher-developed questionnaire which is based on available standards and quality assessment tools including ACRL standards, LibQUAL and ISO 11620, and some criteria included in the related literature was designed and distributed among users of IAUSRB libraries. Five service quality categories, were included in the questionnaire: Environment, equipment and physical facilities, Public services, Non-book materials, Staff (librarians and their co-workers), and Information literacy and use education. Based on research findings, the most expected library services prioritized by users are operation time (mean = 4.2300), staff (mean = 4.1461), and circulation (mean = 4.1208), while the least expected library services which are of lower importance from users' perspective are press (mean = 3.9734) and audiovisual materials (mean = 3.8796). The findings also indicate that services offered by the libraries surveyed had a relatively quality performance and average success (perceived quality is 2.9635â‰ˆ50%). In other words, such a finding emphasizes an average performance of IAUSRB libraries. In addition, confirming five research hypotheses concerning gap analysis, there was a significant difference between expected quality of five service categories and their perceived quality based on users' viewpoint. It was also realized that the categories with better performance or perceived quality from users' perspective are staff (mean = 3.2240), information literacy and user education (mean = 2.9998), and environment, equipment and physical facilities (mean = 2.9871), and the two libraries Theology and Philosophy (mean = 2.2639) and Medical Engineering (mean = 2.4507) have offered poor services than the other IAUSRB libraries.

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1991Refinement and reassessment of the SERVQUAL scale.1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria 2004Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education 1996Changing the concept and measure of service quality in academic libraries 1996Determining quality in academic libraries 2002The Digital Divide Index. A Measure Of Social Inequalities In The Adoption Of ICT

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