Service Quality Assessment for Integrated Library Systems at University Libraries
<span>Integrated library systems (ILS) supporting librarian’s work and providing user’s information retrieval</span><span>efficiently are important. Especially, in the digital age, libraries face many changes, integrated library</span><span>systems evaluation will help...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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National Taiwan Normal University
2017-10-01
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| Series: | Tushuguanxue yu Zixun Kexue |
| Subjects: | |
| Online Access: | https://jlis.glis.ntnu.edu.tw/ojs/index.php/jlis/article/view/685 |
| Summary: | <span>Integrated library systems (ILS) supporting librarian’s work and providing user’s information retrieval</span><span>efficiently are important. Especially, in the digital age, libraries face many changes, integrated library</span><span>systems evaluation will help to improve efficiency in the development of automation systems. The</span><span>service quality evaluation can reveal expectations, satisfaction, and perceived service quality on</span><span>integrated library systems from the perspective of the librarians. This article aims to investigate service</span><span>quality evaluation of integrated library systems at universities libraries, to explore ILS service quality</span><span>model, to survey librarians’ expectations, satisfaction, and perceived service quality. Research methods</span><span>used include literature review, service quality evaluation, and questionnaire survey. The ILS service</span><span>quality model is constructed using the literature review and experts interviewing, which consists of</span><span>four dimensions and 34 indicators: function and modules, access and interface, service support, and</span><span>system quality. Based on the model, questionnaires designed are sent to the librarians at the National</span><span>Chengchi University Library in 2015. This study shows that the librarians regard ILS as an important</span><span>system, with the overall average being 4.22 in the Likert scale, overall satisfaction average being 3.21,</span><span>and perceived service quality ‐1.01. This implies that the librarians agree that the ILS is very important,</span><span>but they are dissatisfied with the current ILS and its poor service quality. The system function and</span><span>modules dimension is the most important from the survey, followed by access and interface dimension.</span><span>The function and modules dimension is most satisfactory, but service support dimension is the most</span><span>unsatisfactory. As a result, the study shows that the proposed service quality model of integrated</span><span>library systems is feasible; besides, the researchers point out ten most desirable ILS services and ten</span><span>poorest service quality of ILS services, which are valuable information for future library automation.</span> |
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| ISSN: | 0363-3640 2224-1574 |