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...
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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 |
| _version_ | 1811207523758243840 |
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| author | 王梅玲 Mei-Ling Wang 張薏婷 Yi-Ting Chang |
| author_facet | 王梅玲 Mei-Ling Wang 張薏婷 Yi-Ting Chang |
| author_sort | 王梅玲 Mei-Ling Wang |
| collection | DOAJ |
| description | <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> |
| first_indexed | 2024-04-12T04:05:47Z |
| format | Article |
| id | doaj.art-01beafbc8ebb49469db68f35bbd53c21 |
| institution | Directory Open Access Journal |
| issn | 0363-3640 2224-1574 |
| language | English |
| last_indexed | 2024-04-12T04:05:47Z |
| publishDate | 2017-10-01 |
| publisher | National Taiwan Normal University |
| record_format | Article |
| series | Tushuguanxue yu Zixun Kexue |
| spelling | doaj.art-01beafbc8ebb49469db68f35bbd53c212022-12-22T03:48:37ZengNational Taiwan Normal UniversityTushuguanxue yu Zixun Kexue0363-36402224-15742017-10-0143280108665Service Quality Assessment for Integrated Library Systems at University Libraries王梅玲 Mei-Ling Wang0張薏婷 Yi-Ting Chang1國立政治大學圖書資訊與檔案學研究所國立政治大學圖書資訊與檔案學研究所<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>https://jlis.glis.ntnu.edu.tw/ojs/index.php/jlis/article/view/685整合式圖書館系統；圖書館自動化；服務品質評鑑；大學圖書館 |
| spellingShingle | 王梅玲 Mei-Ling Wang 張薏婷 Yi-Ting Chang Service Quality Assessment for Integrated Library Systems at University Libraries Tushuguanxue yu Zixun Kexue 整合式圖書館系統；圖書館自動化；服務品質評鑑；大學圖書館 |
| title | Service Quality Assessment for Integrated Library Systems at University Libraries |
| title_full | Service Quality Assessment for Integrated Library Systems at University Libraries |
| title_fullStr | Service Quality Assessment for Integrated Library Systems at University Libraries |
| title_full_unstemmed | Service Quality Assessment for Integrated Library Systems at University Libraries |
| title_short | Service Quality Assessment for Integrated Library Systems at University Libraries |
| title_sort | service quality assessment for integrated library systems at university libraries |
| topic | 整合式圖書館系統；圖書館自動化；服務品質評鑑；大學圖書館 |
| url | https://jlis.glis.ntnu.edu.tw/ojs/index.php/jlis/article/view/685 |
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