Identifying what services need to be improved by measuring the library's performance
Thi~ is an exploratory attempt to use a modified version of SERVPERF to assess user's sat!sjaction with the services provided by an [S09000:2000 certified library at a private Umv~rsity in Malaysia where measuring performance would be an integral part to ;Ontl~uously improve quality of servi...
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my.um.eprints.144172015-11-03T00:51:01Z http://eprints.um.edu.my/14417/ Identifying what services need to be improved by measuring the library's performance Roslah , J. Zainab, A.N. T Technology (General) Z Bibliography. Library Science. Information Resources Thi~ is an exploratory attempt to use a modified version of SERVPERF to assess user's sat!sjaction with the services provided by an [S09000:2000 certified library at a private Umv~rsity in Malaysia where measuring performance would be an integral part to ;Ontl~uously improve quality of services. The services being measured are grouped as rontlme, core and peripheral where staff and facilities interact with users directly and where usseerr' s optn. to.ns and expectations could be extracte. d Tt ntie c'It'ents are ~ndergraduates and postgraduates who use these services and facilities. The results Ide?tify . I services deem important to users of the library as well as the problem areas ;;ICh need improvements. A total of 274 students comprising 250 undergraduates and 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 ~re 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. 2007-07 Article PeerReviewed application/pdf en http://eprints.um.edu.my/14417/1/Identifiying_what_services_need_to_be_improved.pdf Roslah , J. and Zainab, A.N. (2007) Identifying what services need to be improved by measuring the library's performance. Malaysian Journal of Library & Information Science, 12 (1). pp. 35-53. |
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T Technology (General) Z Bibliography. Library Science. Information Resources Roslah , J. Zainab, A.N. Identifying what services need to be improved by measuring the library's performance |
description |
Thi~ is an exploratory attempt to use a modified version of SERVPERF to assess user's
sat!sjaction with the services provided by an [S09000:2000 certified library at a private
Umv~rsity in Malaysia where measuring performance would be an integral part to
;Ontl~uously improve quality of services. The services being measured are grouped as
rontlme, core and peripheral where staff and facilities interact with users directly and
where usseerr' s optn. to.ns and expectations could be extracte. d Tt ntie c'It'ents are
~ndergraduates and postgraduates who use these services and facilities. The results
Ide?tify . I services deem important to users of the library as well as the problem areas
;;ICh need improvements. A total of 274 students comprising 250 undergraduates and
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
~re 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. |
format |
Article |
author |
Roslah , J. Zainab, A.N. |
author_facet |
Roslah , J. Zainab, A.N. |
author_sort |
Roslah , J. |
title |
Identifying what services need to be improved by
measuring the library's performance
|
title_short |
Identifying what services need to be improved by
measuring the library's performance
|
title_full |
Identifying what services need to be improved by
measuring the library's performance
|
title_fullStr |
Identifying what services need to be improved by
measuring the library's performance
|
title_full_unstemmed |
Identifying what services need to be improved by
measuring the library's performance
|
title_sort |
identifying what services need to be improved by
measuring the library's performance |
publishDate |
2007 |
url |
http://eprints.um.edu.my/14417/1/Identifiying_what_services_need_to_be_improved.pdf http://eprints.um.edu.my/14417/ |
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13.18916 |