Document Type
Article
Publication Date
7-1-2007
Abstract
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.
Keywords
Performance measure, Quality measure, SERVPERF, OPAC services, Library Websites.
Divisions
fsktm
Publication Title
Malaysian Journal of Library & Information Science
Volume
12
Issue
1