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

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

This 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 service...

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Main Authors:	Johari R., Zainab A.N.
Other Authors:	20734632800
Format:	Article
Published:	2023
Subjects:	Library websites OPAC services Performance measure Quality measure SERVPERF
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id	my.uniten.dspace-29849
record_format	dspace
spelling	my.uniten.dspace-298492023-12-28T16:57:56Z Identifying what services need to be improved by measuring the library's performance Johari R. Zainab A.N. 20734632800 22735943800 Library websites OPAC services Performance measure Quality measure SERVPERF This 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. Final 2023-12-28T08:57:56Z 2023-12-28T08:57:56Z 2007 Article 2-s2.0-34548425233 https://www.scopus.com/inward/record.uri?eid=2-s2.0-34548425233&partnerID=40&md5=bfd7345b56ad7cff1cb0b444502403f4 https://irepository.uniten.edu.my/handle/123456789/29849 12 1 35 53 Scopus
institution	Universiti Tenaga Nasional
building	UNITEN Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Tenaga Nasional
content_source	UNITEN Institutional Repository
url_provider	http://dspace.uniten.edu.my/
topic	Library websites OPAC services Performance measure Quality measure SERVPERF
spellingShingle	Library websites OPAC services Performance measure Quality measure SERVPERF Johari R. Zainab A.N. Identifying what services need to be improved by measuring the library's performance
description	This 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.
author2	20734632800
author_facet	20734632800 Johari R. Zainab A.N.
format	Article
author	Johari R. Zainab A.N.
author_sort	Johari R.
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	2023
_version_	1806425681506074624
score	13.222552

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

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