Applying the DEMATEL approach to identify the focus of library service quality

2016 ◽  
Vol 34 (2) ◽  
pp. 315-331 ◽  
Author(s):  
Yen-Ting Chen
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Academic Library ◽  
Causal Analysis ◽  
Service Improvement ◽  
Library Service ◽  
Causal Factors ◽  
Content Type ◽  
Relationship Of ◽  
Service Factors

Purpose – This paper aims to apply the decision-making trial and evaluation laboratory (DEMATEL) to validate the service factors of an academic library. Design/methodology/approach – First, the service criteria were extracted from the SERVQUAL model and then their values were examined in the user’s mind. Second, the DEMATEL was applied to estimate the importance of the criteria and identify the causal factors. Next, an empirical study was conducted to demonstrate and validate the proposed approach. Finally, this paper offers some practical suggestions for academic libraries based on the analysis. Findings – According to the analysis’ results, “Empathy” is the causal factor in the cause–effect diagram; i.e. the library should pay more attentions to “Empathy” rather than “Reliability”, “Responsiveness” and “Assurance” factors. Originality/value – DEMATEL is a useful tool to identify the prominence and relationship of service factors; the evaluation is easy to apply and has not been used before in the discussion of library service. This paper provides an alternative for libraries to sort out the priorities of service improvement. The correspondence improvement can be addressed based on the causal analysis to make notable enhancement in service quality.

scholarly journals Using LibQUAL+® to identify commonalities in customer satisfaction: the secret to success?

2014 ◽  
Vol 15 (1/2) ◽  
pp. 23-31 ◽  
Author(s):  
Selena Killick ◽  
Anne van Weerden ◽  
Fransje van Weerden
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
User Satisfaction ◽  
Survey Methodology ◽  
Information Resources ◽  
Three Dimensions ◽  
Service Improvement ◽  
Library Service ◽  
Content Type ◽  
High Satisfaction

Purpose – What is the key to library user satisfaction? Can LibQUAL+® help in the quest for delivering a quality library service? The purpose of this paper is to present international research into library customer satisfaction as measured by the LibQUAL+® survey methodology. Commonalities of satisfaction and dissatisfaction have been identified which influence the customers overall view of the library. This knowledge can be used to further increase customer satisfaction through targeting these areas for service improvement. Design/methodology/approach – The LibQUAL+® results from SCONUL Libraries, Utrecht and Leiden Universities were analysed to explore the differences between customers who were very satisfied, and those who were very dissatisfied, with the service. Results from each of the three dimensions of service quality were reviewed separately. The survey results from respondents who had given a high satisfaction mean score to one of the three dimensions were analysed to assess if they had also given high satisfaction mean scores overall. This process was then repeated for those who had given low satisfaction mean scores. Findings – Respondents with high satisfaction mean scores in the Information Control dimension were discovered to have the largest positive scores for the overall average perceived scores, indicating they are the most satisfied customers. When reviewing the surveys with low satisfaction mean scores in the Affect of Service dimension it was discovered that these respondents also had the largest negative scores for the overall average perceived scores, indicating they are the most dissatisfied customers. The findings show that both information resources and customer service affects the overall opinion of the library service for all customer groups. Research limitations/implications – Good information resources has a positive effect on customers’ opinions of the library just as much as poor service from library staff has a detrimental effect. Any conclusions drawn from these findings should recognise that the research is limited to measuring service quality within the confines of the LibQUAL+® survey methodology. The research has not investigated the reasons for the commonality, nor do these averages say anything about the motivation for each individual respondent to give these scores in the survey. Practical implications – Statistical analyses confirm that these findings hold for every user group. Therefore, for the library manager seeking to deliver a quality library service it will be important to take both of these factors into account and deliver information not only in a professional, but also in a helpful manner. Originality/value – Although based on previous research, the extension of the analysis from an institutional level to an international consortia level strengthens the initial research conclusions. The findings, implications, and conclusions are valuable to library managers seeking to improve the customer perceptions of their library service, providing evidence of factors that influence customers’ opinions.

AI and libraries: trends and projections

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Adetoun A. Oyelude
Keyword(s):  
Language Processing ◽  
Service Provision ◽  
Design Methodology ◽  
Human Robot Interaction ◽  
Human Intelligence ◽  
Library Service ◽  
Robot Interaction ◽  
Content Type ◽  
New Horizons ◽  
Advanced Technologies

Purpose This paper aims to focus on the trends and projection for future use of artificial intelligence (AI) in libraries. AI technologies is the latest among the technologies being used in libraries. The technology has systems that have natural language processing, machine learning and pattern recognition capabilities that make service provision easier for libraries. Design/methodology/approach Systematic literature review is done, exploring blogs and wikis, to collect information on the ways in which AI is used and can be futuristically used in libraries. Findings This paper found that uses of AI in libraries entailed enhanced services such as content indexing, document matching, content mapping content summarization and many others. AI possibilities were also found to include improving the technology of gripping, localizing and human–robot interaction and also having artificial superintelligence, the hypothetical AI that surpasses human intelligence and abilities. Originality/value It is concluded that advanced technologies that AI are, will help librarians to open up new horizons and solve challenges that crop up in library service delivery.

Service quality, loyalty, and co-creation behaviour: a customer perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rafael P. Albuquerque ◽  
João J. Ferreira
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Positive Impact ◽  
Current Knowledge ◽  
Quantitative Methodology ◽  
Content Type ◽  
Customer Perspective ◽  
The Subject ◽  
Customers Perspective

Purpose This paper aims to verify co-creation behavior and understand a relationship between perception of service quality, loyalty and co-creation, from Starbucks customers' perspective. Design/methodology/approach A quantitative methodology was carried out, operationalized by applying a questionnaire to a sample of 385 respondents. Findings The results showed that service quality has a positive impact on loyalty and co-creation behavior in all its aspects; loyalty can be considered an important attribute in the intention of co-creation by customers. Originality/value This research extends the current knowledge on the subject and examines the associations between other attributes discussed. The implications of the study suggest strategic directions for using the clients' co-creation as a competitive alternative and generating value.

Evaluating the usability of the information architecture of academic library websites

2019 ◽  
Vol 37 (3) ◽  
pp. 566-590 ◽  
Author(s):  
Isabel Mariann Silvis ◽  
Theo J.D. Bothma ◽  
Koos J.W. de Beer
Keyword(s):  
Design Methodology ◽  
Academic Library ◽  
Evaluation Framework ◽  
Information Architecture ◽  
Visual Design ◽  
Heuristic Evaluation ◽  
Content Type ◽  
Library Staff ◽  
Library Websites ◽  
Web Developers

PurposeThe purpose of this paper is to provide an integrated list of heuristics and an information architecture (IA) framework for the heuristic evaluation of the IA of academic library websites as well as an evaluation framework with practical steps on how to conduct the evaluation.Design/methodology/approachA set of 14 heuristics resulted from an integration of existing usability principles from authorities in the field of usability. A review of IA literature resulted in a framework for dividing academic library websites into six dialogue elements. The resulting heuristics were made applicable to academic library websites through the addition of recommendations based on a review of 20 related studies.FindingsThis study provides heuristics, a framework and workflow guidelines that can be used by the various evaluators of academic library websites, i.e. library staff, web developers and usability experts, to provide recommendations for improving its usability.Research limitations/implicationsThe focus of the usability principles is the evaluation of the IA aspects of websites and therefore does not provide insights into accessibility or visual design aspects.Originality/valueThe main problem that is addressed by this study is that there are no clear guidelines on how to apply existing usability principles for the evaluation of the IA of academic library websites.

From service quality to experience – and back again?

2015 ◽  
Vol 7 (1) ◽  
pp. 107-119 ◽  
Author(s):  
Jon Sundbo
Keyword(s):  
Service Quality ◽  
Design Methodology ◽  
Service Management ◽  
Service Marketing ◽  
Service Research ◽  
Experience Economy ◽  
Content Type ◽  
The Past ◽  
Functional Quality ◽  
Original Contribution

Purpose – This paper aims to analyse the movement in the focus on customers within service management and marketing theories and service research that has taken place during the past three decades. The paper addresses the question: How did we, in service research, change from emphasizing quality to emphasizing experience? Design/methodology/approach – The paper analyses developments in service and experience theories. Experience has come onto the theoretical agenda, both in its own right and as a concept within service marketing and management theory. Findings – Experience has increasingly been a concept that has replaced quality in service marketing theories. However, an independent experience economy paradigm has also emerged. Recently, the societal emphasis on productivity may lead back to functional quality re-emerges in theories; however, it will most likely be in a new version. Originality/value – This analysis is a profound theory-critical analysis of the actually very widely used concept experience in service theories. The analysis present an understanding of what experience means in these theories and how it relates to the quality concept. This is an original contribution to a deeper understanding of service marketing and service quality theories.

The usage of ILLiad and Get It Now at a US medium-sized academic library over a three-year period

2016 ◽  
Vol 44 (2) ◽  
pp. 81-87 ◽  
Author(s):  
Megan Jaskowiak ◽  
Todd Spires
Keyword(s):  
Design Methodology ◽  
Academic Library ◽  
Faculty Members ◽  
Content Type ◽  
Document Delivery ◽  
Time Period ◽  
Inflation Rates ◽  
Delivery Options ◽  
The Impact ◽  
Us University

Purpose As medium-sized academic libraries’ budgets continue to shrink or cannot compete with inflation rates, document delivery options like ILLiad and unmediated Get It Now can play a prominent role in providing content lost due to the inevitable cancellation of serial subscriptions. This paper aims to evaluate the impact of using these two options in a US university. Design/methodology/approach This paper examines the usage of these two services for the three fiscal years following the implementation of Get It Now at Bradley University. Findings Questions addressed are as follows. How have they been used over the three-year time period? Which user status group has been using them, undergraduates, graduate students or faculty members? Which departments on campus have been using them the most? Originality/value This study is the first to look at the usage of Get It Now and ILLiad together over multiple years.

Radical re-imagination: centering a BIPOC library workforce in an asset-based autoethnography

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Janis J. Shearer ◽  
Ben B. Chiewphasa
Keyword(s):  
Design Methodology ◽  
Academic Library ◽  
Deficit Thinking ◽  
Content Type ◽  
Shared Purpose ◽  
Positive Work Environment ◽  
Supportive Community ◽  
Workplace Cultures ◽  
Positive Work ◽  
The Ideal

PurposeAcademic BIPOC librarians oftentime struggle to envision themselves and navigate in White-dominant spaces due to deficit thinking. To better understand how DEIA efforts can bolster structural change in academic libraries, the two BIPOC authors opted to lean on an asset-based exercise–imagining a positive work environment made possible through a library staffed entirely by BIPOC individuals.Design/methodology/approachThrough collaborative autoethnography, the two authors interviewed one another and centered their unstructured conversations around one question: “What does an academic library composed entirely of a BIPOC workforce look like?” Three emergent themes were agreed upon and finalized by the two authors.FindingsThe authors' imagined library is able to foster a supportive community and also function efficiently thanks to its shared purpose grounded in DEIA. Despite relying on an asset-based framework, the authors found themselves having to reckon with trials and tribulations currently faced by BIPOC librarians. Effectively envisioning the “ideal” library environment is not possible without also engaging with librarianship's legacy of racial injustices.Originality/valueRecognizing that confronting systems of oppression naturally invokes trauma, this paper encourages librarians to challenge deficit thinking and instead rely on asset-based models to candidly imagine an anti-racist academic library. The authors acknowledge that BIPOC voices and experiences add tremendous value to the library workplace. At the heart of this paper is the belief that reparations for past racial injustices should not only fix past wrongdoings, but also contribute to positive workplace cultures.

scholarly journals The conception of organisational fraud: the need for rejuvenation of fraud theory

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ach Maulidi ◽  
Jake Ansell
Keyword(s):  
Design Methodology ◽  
Theoretical Discussion ◽  
Violent Crimes ◽  
Causal Factors ◽  
Content Type ◽  
Fraud Theory ◽  
Antecedents And Consequences ◽  
Crime Causation ◽  
Insight Into

Purpose This paper aims to challenge some of the underlying concepts about causation of fraud and in doing so enriches knowledge and insight into the management of fraud. Design/methodology/approach This study is a part of fieldwork carried out in Indonesia. Findings Organisational fraud is an exceptional type of crime. Hence, the underlying antecedents and consequences of fraud in organisation are distinct from other crimes, especially violent crimes. The underlying logic in criminological and sociological theories and literature cannot fully explain the causal factors of fraud in the organisation. This leads to a theoretical discussion about the reconstruction of the fraud theory. Implications and suggestions for further studies are discussed in this study. Originality/value This study provides a new understanding of fraud and its antecedents and consequences. In doing so, it examines the long-standing debate in criminology and sociology about the theories concerning crime causation, as these areas provide the underlying logic of fraud theory.

Considerations for collecting Japanese anime for academic libraries

2019 ◽  
Vol 39 (2) ◽  
pp. 53-56
Author(s):  
Glenn Masuchika
Keyword(s):  
Academic Libraries ◽  
Design Methodology ◽  
Public Libraries ◽  
Intrinsic Value ◽  
Academic Library ◽  
Collection Development ◽  
Content Type ◽  
Development Policies ◽  
Areas Of Concern ◽  
Japanese Animation

Purpose Too often, academic library selectors of DVDs purchase Japanese animation (anime) for their popularity without any further concern of their important contributions to the combined wealth of researches of an academic library. The purpose of this paper is to offer considerations for an academic selector to ponder before adding this particular type of animation. These considerations do not necessary pertain to the collection development considerations for selectors at public libraries. Design/methodology/approach This paper will discuss the major problems of actively adding anime to an academic library, the present areas of concern, and will offer warnings and suggestions based on a conceptual framework of anime having true academic value. Findings Anime cannot be chosen independently as if it has any apparently intrinsic value sui generis. Anime must be added concomitantly according to the collection development policies with other resources, especially DVDs, to create a full, rich and useful collection to scholars. Originality/value Academic studies concerning anime and collection development for academic libraries are usually comprised of only long lists of suggested anime, with no further discussions about its implications to the general worth of an academic library. This paper offers no such lists. Instead, it offers considerations selectors must take into account before investing time and money adding anime to an academic library collection.

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