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Please use this identifier to cite or link to this item: http://hdl.handle.net/1812/268

Title: Measuring the Library Service Performance Using SERVPERF
Authors: Roslah Johari
A.N.Zainab
Keywords: Performance measure
Quality measure
SERVPERF
OPAC services
Library Websites
Issue Date: Jun-2007
Publisher: Library & Information Science Unit, Faculty of Computer Science & Information Technology, University of Malaya
Abstract: This paper describes an exploratory case study which attempts to use a modified version of SERVPERF to assess user’s satisfaction with the services provided at a private university library in Malaysia. The study was carried out to ascertain whether the library has achieved a certain standard of quality in providing information services to its clients, and whether clients are satisfied with the services. The objectives of the study are to examine users’ opinion on the actual adequacy and inadequacy of the library and information services the services deemed important or problematic to clients. The questionnaire used is adapted from SERVPERF, which is a performance-based measure of service quality, which solicit customers’ perception and satisfaction with provider’s actual performance. A total of 59 service attributes are measured and are grouped as frontline, core and peripheral where staff and facilities interact directly with users and where users’ opinions could be extracted. The clients are 274 students, comprising 250 undergraduates and 24 postgraduate who are randomly chosen for two days as they visit the library. Out of 22 front services which focus on the OPAC services, the library websites and user education programmes, 3 services are rated as good, 3 are rated as poor and the rest are rated as average. Out of 29 core service statements which focus on the adequacy of library materials, equipment and staff in supporting learning, 13 are rated as good, 2 are rated as poor and the rest received average ratings. The library performs better on the peripheral services, which focused on the physical environment and facilities where 2 out of 8 service statements are rated as excellent, 4 are rated as good and the rest as average. The overall service quality are rated between 3.13 and 4.36 on a 5-point scale, which implied an average performance level. The findings has provided the library with a basis to rectify and formulate action plans for services which received ratings as poor and to monitor and maintain those which are rated as good and excellent.
Description: In Building an information society for all: proceedings of the International Conference on Libraries, Information and Society, ICoLIS 2007, Petaling Jaya, Malaysia, 26-27 June 2007
URI: http://dspace.fsktm.um.edu.my/handle/1812/268
ISBN: 978-983-43491-0-3
Appears in Collections:ICoLIS2007

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