Using LibQual+ ® As a Qualitative Method: Taking OneIranian Academic Library as an ExamplePegah Tajer1Department of Library and Information Science, Marvdasht Branch, Islamic Azad University,Marvdasht, IranQQML2012May 22-25LimerickIreland
Table of Contents:• Introduction• Research background• Philosophy of research• Findings• Discussion• Research proposals• Acknowledgement
IntroductionIntroductionIn the new era that library and information sciences arecomprehensively influenced by new technology whichfollowed by users’ higher expectation; the performanceevaluation of libraries become a considerable point forlibraries and information centers administrators. Becausethe core of success for administrators is thecustomer orientation, therefore, during recent years,user-oriented concept turned into one of the most importantfactors in Iranian universities which provoke libraries toprovide the highest level of services to the highest numberof members. Gradually, administrators of academiclibraries in Iran are attempting to assess the optimalevaluation of their services through continues qualityassessment of library users’ satisfaction and theirexpectations.
• Three dimensions:– Affect of Service– Information Control– Library as Place• Three Level of Services:– Minimum– Maximum– Perceived
Introduction• The main questions of the paper are as follows:• 1) In which dimension of LibQUAL model has MIAUlibrary succeeded the most?• 2) Are there any significant differences between theMinimum level of users expectations and the Perceivedlevel of services provided in MIAU library?• 3) Are there any significant differences between theMaximum level of users expectations and thePerceived level of services provided in MIAU library?• 4) Are there any significant differences for expectationlevels of the library’s services (minimum, maximum andthe perceived level) among MIAU faculty members andM. S. students?
Research Background• Worldwide samples:• Dole(2002)• Empey and Murphy (2003)• Adam (2004)• Godwin (2005)• Kyrillidou and Persson (2006)• Thompson, Kyrillidou and Cook (2007)• Ladhari and Morales (2008)• Janice (2009) and Nadiri and Mayboudi (2010)
Research Background• Iranian samples:• Kazempour (2006)• Mirghafouri and Maki (2007)• Najafgholi-Nejad (2007)• Ashrafi-rizi and Kazempour and Shabani(2008)• Babageibi and Fattahi (2009)• Hariri and Afghani (2008)• Omidifar and Mousavi (2009)
Philosophy of Research• The statistical society of the research– Faculty members (198 people)– Masters’ degree students (1027 people)– Sample size: 220• LibQual+ ® Questionnaire– Printed version• Analyzing & studying the researchdata– SPSS software
Findings• People’s personality:Abundant Distribution ofRespondents Based on GenderFemaleMaleunknown
Findings• People’s personality:Abundant Distribution ofRespondents Based on Age18-2223-3031-4546-65over 65Unknown
Findings• People’s personality:Abundant Distribution ofRespondents Based on JobFaculty memberStudentUnknown
Findings• People personality:Abundant Distribution of FacultyMembers Based on Academic RankLecturerAssistantprofessorUnknown
Responses to the raised questions in thisstudy• 1) In which dimension of LibQUAL + ® model hasMIAU library succeeded the most?012345Affect ofService InformationControl Library asPlaceNumerical AverageRating Average
Responses to the raised questions inthis study• 2) Is there any significant difference betweenminimum expectation and the perceived level inMIAU library?sigd.fxRatingaverageNumericalaverageDimension0.112.61.5537.9MinimumexpectationAffect ofService1.4535.03perceived level0.00617.71.5945.3MinimumexpectationInformationControl1.4140.1perceived level0.0009111.11.6220.91MinimumexpectationLibrary asPlace1.3816.77perceived level0.0116.31.59103.86MinimumexpectationLibraryServiceQuality 1.4191.6perceived levelSignificance test for differences between average of usersscores for minimum expectation and perceived level inLibQual dimensions.
Responses to the raised questions inthis study• 3) Is there any significant difference betweenmaximum expectation and the perceived level inMIAU library?sigd.fxRatingaverageNumerical averageDimension0.0001112.61.8650.5Maximum expectationAffect of Service1.1435.03perceived level0.0001109.71.8563.57Maximum expectationInformationControl1.1540.1perceived level0.0001106.71.8628.23Maximum expectationLibrary as Place1.1416.7perceived level0.0001117.61.88142.14Maximum expectationLibrary ServiceQuality1.1291.6perceived levelSignificance test for differences between average of usersscores for maximum expectation and perceived level inLibQual dimensions.
Responses to the raised questions inthis study• 4) Are there any significant differences for expectation levelsof the library services (minimum, maximum and the perceivedlevel) among MIAU faculty members and M. S. students?020406080100120140160180Facultymembers StudentsMinimum ExpectationMaximumExpectationPerceived Level
Discussion• Library administrators should put more effort to increase the staff’sknowledge.• MIAU library is suffering from enough library and informationprofessionals• Although, the most weakness of the MIAU library from the userspoint of view, is in the Library as Place, the library building hasrecently built and newly assigned. the users believe that thisplace is not comfortable, pleasant and attractive and it appears notto have socializing or public space for learning and studying ingroup or if there is any, are not satisfactory.• The study demonstrates a gap between users’ maximum andminimum levels of expectation and the perceived level of libraryservices
Discussion• MIAU faculty members and M. S. students are notmuch satisfied with the library. Also their maximumexpectations at all three dimensions are highwhich exhibits a high expectation from the library.Minimum level of users expectation is a bit higherthan medium level and the users average scoreof the perceived level of Library Service Qualityis even less than their minimum expectation.Although MIAU has always tried toimprove, strengthen and expand the highereducation, but these results are non-satisfactoryand unpleasant.
Research proposals• Library as Place– Interior design– Social space– Equipment• Information Control– Creating Audio-visual section– Increasing search stations– Interlibrary loan plan– Creating abstract database of periodicals– Special workshops for students– Advertising
Research proposals• Affect of Service–Employ more professionallibrarians–Service training–Staff evaluation–Assessment Librarian–Assessment Committee
Acknowledgement• This research has been sponsored byIslamic Azad University – MarvdashtBranch. I wish to profoundly thankResearch Deputy of MIAU whom allowedand agreed the executing budget for myresearch