Assessment of services quality in Tabriz central library from the users point of view based on LibQual model.

Author:Ziaei, Soraya
 
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Introduction

In today's developing world, libraries must also adapt themselves to these rapid changes, and targeted and strategic planning, tailored to the needs of the community, can bring libraries in line with these developments, and the degree of coordination between libraries and Raising the quality of services provided to assess the attitude and satisfaction of referrals from library services is observed. Therefore, the results of this research can indicate the level of service quality, performance and the level of library performance, and management can use this research to improve the quality of library services.

The main objective and mission of the public libraries is to provide users with quality services. Librarians should recognize the needs of their users. The assessment of service quality is considered necessary, and identifying the needs and opinions of library members can lead to a library achieving the desired quality of service in accordance with user expectations. On the other hand, the central library of each province has the most visitors, and their satisfaction reflects the way in which public libraries operate in the service and because of the concern about the satisfaction of members of Tabriz central library. The minds of the authorities are, therefore, appropriate and necessary Satisfaction of clients with this library as well as the quality of services. By analyzing the differences between expectations and services provided, it can be taken as an effective step to speed up the quality of library services.

With the advancement of the library service evaluation process, various tools have been devised for evaluation. One of these tools is to contribute to the development of the "Leib Coal Model." The present study aimed to evaluate the quality of Tabriz central library services for users based on the Leib Koel model. Librarians use this model to request, track, understand, and act on user opinions about service quality. This tool helps the library to evaluate, improve library services, and change organizational culture and since it has not been scientifically resorted to satisfaction at Tabriz Central Library, it has been decided to use the Leib Koala model to measure the satisfaction of clients Examined.

Research background

Searching for databases has provided numerous Persian backgrounds that refer to a number of them:

A study was conducted to assess the quality of library services in Hamadan University of Medical Sciences using the European Quality Management Quality Model (EFQM). The results of the research indicate that the activities of the library services of Hamedan University of Medical Sciences show a progressive trend. But these libraries need to work in terms of managing and improving human resources, evaluating staff and improving their performance. Effective (Vakili Singh et al., 1394).

A study was conducted on the quality of services provided by social welfare libraries and Isfahan University of Medical Sciences. Findings show that the next dimension of the service of libraries is the average distribution of the minimum level of expected services, the current level of services, and the maximum level of expected services with each other. And in hospital libraries, the information control aspect, including easy access to information for use, should be given special attention and the conditions for access to electronic resources may be made even on the patient's bedside for diagnostic and therapeutic staff (Rakhsh Fariba et al. 1393).

A study titled "The Quality of Library Services in Iran, Investigating the Libec-Kuala Model in Iran". This study uses content analysis method to investigate the research on the quality of service of libraries with the model and the results of the research show that libraries in all dimensions do not provide desirable and ideal services and in many cases the minimum Services, and sometimes even lower than the minimum expected service users are accountable for. The quality of services in academic libraries is weak in terms of information control in public libraries, in all components and in specialized libraries, from the aspect of information control and library management (Esfandiari Moghadam et al., 2013).

A study titled "The Quality of Library Services in Iran, Investigating the Libec-Kuala Model in Iran". This study uses content analysis method to investigate the research on the quality of service of libraries with the model and the results of the research show that libraries in all dimensions do not provide desirable and ideal services and in many cases the minimum Services, and sometimes even lower than the minimum expected service users are accountable for. The quality of services in academic libraries is weak in terms of information control in public libraries, in all components and in specialized libraries, from the aspect of information control and library management (Esfandiari Moghadam et al., 2013).

A study entitled "Assessing the quality of library services from the point of view of the user and the librarian The use of Layeb Qawal in Tehran University of Medical Sciences "was carried out. The findings showed that the quality of current services was lower in terms of users than librarians. The superiority gap in all components was about 2.8 and the gap between perceptions Librarians and users' needs were very low (Mardani and colleagues, 1391).

A study titled "Evaluation of the quality of public library services in Tabriz city using Leib Koala tool". The results show that libraries have been able to provide at least the level of satisfaction expected by users in all cases, but they are far from reaching the desired status. Also, the results show that the satisfaction of employees with resources and space is in a more favorable situation. The results show that there is a significant difference between expectations and perceptions of users from library services, taking into account the degree of education Users do not exist, and all users have about one level of satisfaction with the services provided (Deram Nesari, 1390).

In a study entitled "Investigating the Inference from Members on the Quality of Academic Library Services: A Case Study at the University of Paung University, Malaysia", considering the competition between educational institutions, to review the steps taken to improve the quality of library services and their relationship with the degree of consent of the members. they have payed. The findings showed that the quality of services provided exceeds the expected level of members in providing the minimum services and their requested...

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