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Refresher Course – Measuring Service Quality in Libraries Jan 4-24,2011

Refresher Course – Measuring Service Quality in Libraries Jan 4-24,2011. Measuring service Quality in Library Services By Dr. Manjunatha K Chief Librarian T.A. Pai Management Institute Manipal – 576 104 On Thursday January 6, 2011 At DLIS, Mysore University, Mysore.

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Refresher Course – Measuring Service Quality in Libraries Jan 4-24,2011

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  1. Refresher Course – Measuring Service Quality in Libraries Jan 4-24,2011 Measuring service Quality in Library Services By Dr. Manjunatha K Chief Librarian T.A. Pai Management Institute Manipal – 576 104 On Thursday January 6, 2011 At DLIS, Mysore University, Mysore

  2. Join nine dots with 4 lines

  3. Pic.-1

  4. Pic.-2

  5. You can lead a horse to water, but you can’t make him drink We can take user near Information Resources, but we cannot make him use it unless he use it.

  6. Presentation outline • Introduction- information • Library and its components • Customer expectations • conclusion

  7. Session outline • Some Definitions of Quality • Historical Development • Service Quality and Its Dimensions • SERVQUAL • Quality and LIS • Customers priorities in obtaining R.M. • Customer expectation from lib. • Perceived Quality • What is to be done for quality

  8. Information • The most successful man in life is the man with best information and service to humanity is the best work of life • Benjamin Disraeli

  9. Best information?... • How do we decide as it changes from • situation to situation • time to time • place to place • person to person • work to work • subject to subject etc..

  10. Information Type • Internal • Organization specific-for internal use • External • Organization's external environment

  11. Information Sources • Internal Information • Organisation and its Employees, records • Individual specific (personal) • External information • Personal Contacts (friends/colleagues/relatives) • Internet Searching • Libraries • Commercial Information Service Providers

  12. Learning and Search Behaviour

  13. Library • Physical Place • Treasure of thousands of past research • Organized in a specific manner • To meet the requirements of user/user group • Whether user is in the library or in a remote place

  14. Library Primary Objective • Serve Readers/Users. • Provide relevant documents at shortest possible time.

  15. Information Formats & Types

  16. Staff Resource User Service Library & Its Components

  17. Subhashita (Resource) • Amantramaksharam Nãsti Nãsti Moolamanowshadham | • Ayogya Purosho Nãsti Yojakastatra Durlabhah|| • Meaning, • there is no alphabet, which cannot be used in Mantra (veda), • there is no plant, which doesn’t have medicinal value, • there is no useless person, but • but the scarcity lies in the organizer.

  18. Staff- support • Shamo Damas Tapah Shoucham Kshãntirarajavameva Cha | • Jnãnam Vijnãnamãstikyam Brahma-Karma Swabhãvajam || • (Bhagavadgita 18.42) Meaning, • Peacefulness, self-control, austerity, purity, tolerance, honesty | knowledge, wisdom and religiousness are the natural qualities by which the Brāhmaņas work ||.

  19. The staff…. • sincere interest in helping user • Understand needs of user • Knowledge and competence to respond user queries • Ability to promise & deliver services on time • Provide right documents • Instill trust and confidence in users • Should love his job • Should not feel of doing any favour to users by serving them, it is duty

  20. Subhashita (service) • Pusthakasthã cha yã vidya Parahasthe cha yaddhanam| Kãryakaale samuthpanne Na sã vidya nã taddhanam|| • (Subhashitha) Meaning, • Knowledge hidden in the book, • Money in others’ hand, • If not put into use/available on time, • Their presence/absence doesn’t make any difference (waste).

  21. Library Service • Resources are for Use • Save the Time of Reader • Access to resources whether the user is inside library/remote place • Automated operation/services • Extended library timings • Good ambience • Stretch beyond the boundaries to help users*

  22. Subhashita (user) • Sukhãrthiva Tyajeth Vidyã Vidyãrthiva Tyajeth Sukham | Sukhãrthiva Kutho Vidyã Vidyãrthiva Kutho sukham || • (Subhashitha) • Sukharthi ignores/neglects Vidya, • Vidyarthi sacrifices sukham, • Where is vidya for sukharthi, • Where is sukham for vidyarthi. • Equally interested to receive and demand resources/services

  23. Information Service

  24. Factors Influencing Modern Library Services

  25. QM Vs Information Service

  26. Are we new to Quality? • It is rooted in our profession since ages • Physical arrangement, preservation, retrieval etc.. Speaks of quality • Our service to users reflects the quality.

  27. Ranganathan’s Fourth Law • SAVE THE TIME OF READER • Simple administrative procedure • Knowledgeable staff • Proper shelf arrangement/shelf guides • Efficient cataloging and indexing • Efficient retrieval methods • Adequate finance

  28. McNicol, from Griffith University, Australia sees quality as • "Quality = Acquired Information Resources (right resources) made readily accessible to users in optimal time (right time) at least cost".

  29. Coogan of Brown University, Providence, RI. said: • Obtaining information quickly is the main concern of users who want their library to be state-of- the-art and responsive to their needs. • Knowledgeable staff provides seamless access to information regardless of format, whether the user is in the library or at a remote location

  30. LIS Research using SERVQUAL • Francoise Hebert (1993): Quality of ILL in Public libraries in Toronto,Canada • Marilyn White, Eileen Abels and DanutaNitecki(1994): measuring customer satisfaction in special libraries • DanutaNitecki(1995): applicability of SERVQUAL in Aca. Libs. • Peter Hernon(1996): service quality in Aca. Libs. • Pey Lin Tan & SchbertFoo(1999): SQ Assessment in Statutory Libs. In Singapore

  31. LIS Research using SERVQUAL • Mitch Walters(1999): Designing Surevy Instrument for use in Aca. Medical Libs. • Pitt , Watson and Kavan (1995,1996, 1997): service quality of Information systems. • Manjunatha(2002): Quality of library and informaiton services in Academic libraries. • PZB: delivering quality service: original study (1985,1991)

  32. My Research Study [99-00/2002] • Sample frame: 8 Libs.- in PG institutes serving users in med, engg, sci,, & S.Sci. • Sampling Method: stratified Random Sample • Sample Population: Faculty, Res. Sch., & P.G. Stu. • Response received: 1252 • Instrument: Adapted SERVQUAL • Data collection: self administer + post.

  33. Customer Pref. on RM

  34. Preference on R.M.

  35. Relationship in Preferences • Pref. Inst-lib (Pil) inversely proportional to self-purchase (Psp) {Pil α 1/Psp}. • Pil α Fv( Freq.of library visit) • Psp α 1/Fv • SSci(289) → Sci(234) → Engg(240) → Medical(489) (for Pil) • SSci ← Sci ← Engg ← Medical (for Psp) • Students tend to borrow more from friends • Res. Sch. visit other libraries more

  36. Relative Imp. of SQ Dimns.

  37. Relative Imp.-cust_groups

  38. Comparison of RIDim. • 1. n = represent the number of respondents of the study. • 2. This study (Current Study); Tan & Foo (Tan and Foo, 1999): V.Univ. - Virginia Univ. survey (White,1998), Stg. Evans, - Sterling Evans Library survey (Coleman,1997); Nitecki (Nitecki, Danuta, 1995); White (White and Abels, 1994); Hebert (Hebert, Françoise, 1993); ZPB ( Zeithaml, Parasuraman and Berry, 1990).

  39. High Expected Features

  40. Low expected features

  41. EXPECTATIONS-TANGIBLES

  42. Exp-Reliability

  43. Exp-Responsiveness

  44. Exp - Assurance

  45. Exp- Empathy

  46. Exp - Dimensions

  47. Other Expectations • Document Resources:Latest Books, new editions new titles, more prescribed textbooks, Reference books, more subject journals, variety of newspapers, and CD collection • Facilities:More and consistently working Computer facilities, on-line subscriptions, Internet, longer working hours, photocopy, group discussion rooms, adequate manpower and finance.

  48. Other Exp- Ambience • Ambience: silence, proper ventilation and lighting especially in stack areas, clean toilets, proper signboards, attractive display, UPS, comfortable furniture • Organisation:proper arrangement, immediate re-shelving, binding of damaged books, write-off old editions

  49. PERCEIVED QUALITY

  50. PERCEIVED QUALITY- CHART

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