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

Malaysian Journal of Library and Information Science

Volumn 12, Issue 1, 2007, Pages 35-53

  Johari, Roslah ^a   Zainab, A N ^b  

^a Universiti Tenaga Nasional   (Malaysia)

^b UNIVERSITY OF MALAYA   (Malaysia)

Author keywords

Library websites; OPAC services; Performance measure; Quality measure; SERVPERF

Indexed keywords

EID: 34548425233     PISSN: 13946234     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (47)

1. Abbot, C. 1994. Performance measurement in library and information services. London: Aslib.
2. Aluri, Rao. 1993. Improving reference service: the cae for using a continuous quality improvement method. ItQ, Vol.33: 220-221, 232
3. Andaleeb, S.S. and P.L Simmonds. 1998. Explaining user satisfaction with academic libraries: strategic implications. College & Research Libraries, Vol.59, no. 2: 156-167
4. Boulding, W., A. Kalra, R. Staelin, and V. Zeithaml, V. 1993. A dynamic process model of service quality: from expectations to behavioural intentions. Journal of Marketing Research, Vol. 30, no. 1: 7-27
5. Brady, M.K., J.J. Cronin, and R.R Brand. 2002. Performance only measurement of service quality: a replication and extension. Journal of Business Research, Vol.55, no.1: 17-31.
6. Broady-Preston J. and H. Preston. 1999. Demonstrating quality in academic libraries. New Library World, Vol. 100(1148): 124-129
7. Caruana, A, M.T. Ewing, and B. Ramaseshan. 2000. Assessment of the three-column format SERVQUAL: an experimental approach. Journal of Business Research, Vol. 49: 57-65
8. Coleman, V., Y. Xiao, L. Bair, and B. Chollett. 1997. Towards a TQM paradigm: using SERVQUAL to measure library service quality. College and Research Libraries, Vol.58, no. 3: 237-245; 248-251
9. Cook, C. 2001. A mixed method approach to the identification and measurement of academic library service quality constructs: LibQUAL +™. Ph.D thesis, Texas A&M University.
10. Cook, C. and F. Health. 2001. Users' perceptions of library service quality: libQUAL+ quality study. Library Trends, Vol 9, no.4: 54-584
11. Cook, C., F. Heath, and B. Thompson. 2000. LibQUAL+: one instrument in the new measures toolbox. ARL Newsletter: a bimonthly report on research library issues and actions from ARL, CNI and SPARC, Vol.212: 4-7
12. Cook, C., F. Heath, and B. Thompson. 2001. Users' hierarchical perspectives on library service quality: a libQUAL+ study. College & Research Libraries, Vol.62, no.2: 147-153
13. Cook, C., F. Heath, and B. Thompson and Russel Thompson. 2001. LibQUAL+: service quality assessment in research libraries. IFLA Journal, Vol. 27, no.4: 264-268.
14. Cronin, J.J. and S.A. Taylor. 1992. Measuring service quality: a re-examination and extension. Journal of Marketing, Vol. 56: 55-68
15. Cronin,J.J and S.A.Taylor. 1994. SERPERF versus SERVQUAL: reconciling performance based and perception based minus expectation measurements of service quality. Journal of Marketing, Vol.58: 125-131.
16. Edwards, Susan and Mairead Brown. 1995. Quality in information services: do users and librarians differ in their expectations? Library and Information Science Research, Vol. 17: 163-182.
17. Engel, Clare. 1995. Performance indicators in a critical sense: do we work? In: James Guthrie, ed. Making the Australian public sector count in the 1990s. IIR Conference, Sydney.
18. Hare, John B. and Bryan R Cole. 2005. The importance of the stakeholder in performance measurement: critical processes and performance measures for assessing library services and programs. College and Research Libraries, Vol. 66, no.2, March 2005: 149-170.
19. Hebert, Francoise. 1994. Service quality: an unobstrusive investigation of interlibrary loan in large public libraries in Canada, Library & Information Science Research, Vol. 16: 3-21.
20. Hernon, P. and Charles R McClure. 1990. Evaluation and library decision making. New Jersey: Ablex; xv.
21. Hernon, P and Danuta A. Niteki. 2001. Service quality: a concept not fully explored. Library Trends, 49(4): 687, 22p.
22. International Standards Organization. 1998. Library statistics and performance evaluation. ISO TC 46/Sc 8. Available at: http://www.kb.se/ bibsam/sc8/wg2.html
23. ISO/FDIS 11620: 1997(E). International standard, information and documentation, Library performance indicators.
24. Jurow, S. and S.B. Barnard. 1993. Introduction: TQM fundamentals and overview of contents. Journal of Library Administration, Vol. 18, no. 1/2: 1-13
25. Kulthau, Carol Collier. 1993. Seeking meaning: a process approach to library and information services. Norwood, NJ: Ablex.
26. Lancaster, F.W. 1993. The measurement and evaluation of library services. Washington: Information Resource Press.
27. Lee, H., Y. Lee, and D. Yoo. 2000. The determinants of perceived service quality and its relationship with satisfaction. Journal of Service Marketing, Vol. 14, no. 3: 217-231
28. Lowenthal, Ralph A. 1990. Preliminary indications of the relationship between reference morale and performance, RQ, vol. 29: 380-393
29. Nitecki, Danuta A. 1995. User expectations for quality library services identified through applications of the SERQUAL scale in an academic library, In: Continuity and transformation: the promise of confluence. Proceedings of the 7th Association of College and Research Libraries, National Conference and Research Libraries National Conference, March 29-April 1, 1995, Richard AmRhein, editor. Chicago: ACRL.
30. NItecki, Danuta A. 1995. An assessment of the applicability of SERVQUAL dimensions as a customer-based criteria for evaluation quality of services in an academic library. Ph.D thesis, University of Maryland.
31. Nitecki, Danuta A. 1998. Assessment of service quality in academic libraries: focus on the applicability of the SERVQUAL. In Proceedings of the 2nd Northumbria International Conference on Performance Measurement in Libraries and Information Services. Newcastle Upon Tyne: University of Northumbria: 181-196.
32. Nitecki, Danuta A and Peter Hernon. 2000. Measuring service a Yale University's libraries, Journal of Academic Librarianship, 26 (4): 259-273
33. Oliver, R.L. 1996. Satisfaction: a behavioural perspective on the consumer. New York: MacGrwau Hill.
34. Parasuraman, A; Valarie A Zeithaml, and L.L. Berry. 1988. SERQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64: 12-37
35. Parasuraman, A; Leonard L Berry, and Valarie A Zeithaml. 1991. Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67: 420-450.
36. Parasuraman, A., V.A Zeithml, and L.L. Berry. 1994. Alternative scales ior measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, Vol.70, no.3: 201-230.
37. Rasappan, Arunaselam. 1995. Success formula for matchmaking. Kidmat (December): 13-16
38. Rasappan, Arunaselam. 1996. Performance indicators for library services. Paper presented at the 10th Congress of Southeast Asian Libraries, 21-25 May 1996, Kuala Lumpur: 93-115
39. Rowley, J. 1998. New perspectives on service quality (SERVQUAL and SERVPERF instruments). Library Association Record, 98: 416
40. Stein, J. 1998. Feedback from a captive audience: reflections on the results of a SERVQUAL survey of interlibrary loan services at Carnegie Mellon University Libraries. In: Proceedings of the 2nd Northumbria Conference on Performance Measurement in Libraries and Information Services. Newcastle Upon Tyne: University of Northumbria: 207-2222
41. Teas, K.R.R. 1993. Expectations, performance evaluation and customers' perceptions of the quality. Journal of Marketing, Vol.57, no.4: 18-34
42. Teas, K.R.R. 1994. Expectations as a comparison standard in measuring service quality: an assessment of a reassessment. Journal of Marketing, Vol.58 (January): 132-139
43. Tyckoson, David A. 1992. Wrong questions, wrong answers: behavioral vs factual evaluation of reference service. In: Assessment and accountability in reference work. Susan Griswold Blandy, Lynne M. Martin and Mary L Strife (eds). New York: Haworth: 155-156
44. Wallace, Danny P. and Connie Van Fleet (eds). 2001. Library evaluation: a case book and can-do-guide. Englewood, Colorado: Libraries Unlimited.
45. White, Marilyn Dumas. 1994. Measuring customer satisfaction and quality services in special libraries. Report Submitted to the Special Libraries Association of the American Library Association. Unpublished
46. Zawiyah Baba. 2000. Quality assurance in libraries: lessons from the Malaysian experience. Paper presented at the 11th Congress of Southeast Asian Librarians, Singapore, 26-28 April
47. Zeithml, Valarie A., A. Parasuraman, and L.L. Berry. 1990. Delivering quality service: balancing customer perceptions and expectations. New York: The Free Press.