A Study on the Assessment of Service Quality of Interlibrary Loan

Interlibrary Loan (ILL) is the sharing of materials among libraries across town or across the globe. User satisfaction and service quality measurement helps us understand how library patrons have used the service and how they perceive the value of the service. The objective of this study is to compa...

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Main Author: Mei-Ling Wang
Format: Article
Language:English
Published: National Taiwan University 2016-12-01
Series:Journal of Library and Information Studies
Subjects:
Online Access:https://jlis.lis.ntu.edu.tw/files/journal/j43-3.pdf
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author Mei-Ling Wang
author_facet Mei-Ling Wang
author_sort Mei-Ling Wang
collection DOAJ
description Interlibrary Loan (ILL) is the sharing of materials among libraries across town or across the globe. User satisfaction and service quality measurement helps us understand how library patrons have used the service and how they perceive the value of the service. The objective of this study is to compare the expected and perceived service levels from the ILL users’ perspective in order to ascertain the current service gap and to make improvement. A model of service quality assessment was developed for ILL service based on three focus group interviews. The measurement comprises 20 questionnaire items that represent three dimensions: service interface, content provision, and service performance of the librarian. The survey was administered to the patrons of a university library and 561 usable responses were analyzed. The result showed that 41.9% of the respondents had used ILL within a year. For those who had used the service, the average expected service level was 4.26 by a five-point Likert scale, while the perceived service level was 3.91. This shows that users did consider ILL as important, but the current service requires improvement to fully satisfy them. The study also reveals what aspects of that university’s ILL service needed improvement. (Article content in Chinese with English extended abstract)
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spelling doaj.art-fc27c8156a7e42988d51e2f42918465a2022-12-21T17:13:29ZengNational Taiwan UniversityJournal of Library and Information Studies1606-75091606-75092016-12-01142599210.6182/jlis.2016.14(2).059A Study on the Assessment of Service Quality of Interlibrary LoanMei-Ling Wang0Graduate Institute of Library, Information and Archival Studies, National Cheng-Chi University,Taipei, TaiwanInterlibrary Loan (ILL) is the sharing of materials among libraries across town or across the globe. User satisfaction and service quality measurement helps us understand how library patrons have used the service and how they perceive the value of the service. The objective of this study is to compare the expected and perceived service levels from the ILL users’ perspective in order to ascertain the current service gap and to make improvement. A model of service quality assessment was developed for ILL service based on three focus group interviews. The measurement comprises 20 questionnaire items that represent three dimensions: service interface, content provision, and service performance of the librarian. The survey was administered to the patrons of a university library and 561 usable responses were analyzed. The result showed that 41.9% of the respondents had used ILL within a year. For those who had used the service, the average expected service level was 4.26 by a five-point Likert scale, while the perceived service level was 3.91. This shows that users did consider ILL as important, but the current service requires improvement to fully satisfy them. The study also reveals what aspects of that university’s ILL service needed improvement. (Article content in Chinese with English extended abstract)https://jlis.lis.ntu.edu.tw/files/journal/j43-3.pdfinterlibrary loan evaluationsatisfactionservice qualityuniversity library
spellingShingle Mei-Ling Wang
A Study on the Assessment of Service Quality of Interlibrary Loan
Journal of Library and Information Studies
interlibrary loan evaluation
satisfaction
service quality
university library
title A Study on the Assessment of Service Quality of Interlibrary Loan
title_full A Study on the Assessment of Service Quality of Interlibrary Loan
title_fullStr A Study on the Assessment of Service Quality of Interlibrary Loan
title_full_unstemmed A Study on the Assessment of Service Quality of Interlibrary Loan
title_short A Study on the Assessment of Service Quality of Interlibrary Loan
title_sort study on the assessment of service quality of interlibrary loan
topic interlibrary loan evaluation
satisfaction
service quality
university library
url https://jlis.lis.ntu.edu.tw/files/journal/j43-3.pdf
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