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Identifying what services need to be improved by measuring the library's performance

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dc.citedby14
dc.contributor.authorJohari R.en_US
dc.contributor.authorZainab A.N.en_US
dc.contributor.authorid20734632800en_US
dc.contributor.authorid22735943800en_US
dc.date.accessioned2023-12-28T08:57:56Z
dc.date.available2023-12-28T08:57:56Z
dc.date.issued2007
dc.description.abstractThis is an exploratory attempt to use a modified version of SERVPERF to assess user's satisfaction with the services provided by an ISO9000:2000 certified library at a private university in Malaysia where measuring performance would be an integral part to continuously improve quality of services. The services being measured are grouped as frontline, core and peripheral where staff and facilities interact with users directly and where user's opinions and expectations could be extracted. The clients are undergraduates and postgraduates who use these services and facilities. The results identify services deem important to users of the library as well as the problem areas which need improvements. A total of 274 students comprising 250 undergraduates and 24 postgraduates form the sample. The respondents' ratings range on average between 3.13 and 4.36 on a 5-point scale, implying that the library is performing at an above average level. From 59 service attributes, 2 are perceived as excellent, 20 attributes are considered good, 31 are average and 4 services are rated as poor. A total of 16 services are rated below 50%, which form the priority list of services given priority in the library's proposed action plan. The good and excellent services would continue to be monitored to maintain their performance.en_US
dc.description.natureFinalen_US
dc.identifier.epage53
dc.identifier.issue1
dc.identifier.scopus2-s2.0-34548425233
dc.identifier.spage35
dc.identifier.urihttps://www.scopus.com/inward/record.uri?eid=2-s2.0-34548425233&partnerID=40&md5=bfd7345b56ad7cff1cb0b444502403f4
dc.identifier.urihttps://irepository.uniten.edu.my/handle/123456789/29849
dc.identifier.volume12
dc.pagecount18
dc.sourceScopus
dc.sourcetitleMalaysian Journal of Library and Information Science
dc.subjectLibrary websites
dc.subjectOPAC services
dc.subjectPerformance measure
dc.subjectQuality measure
dc.subjectSERVPERF
dc.titleIdentifying what services need to be improved by measuring the library's performanceen_US
dc.typeArticleen_US
dspace.entity.typePublication
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