Case studies and comparison between two models for assessing library service quality

被引:11
作者
Xi, Qingkui [1 ]
Zhao, Heng [2 ]
Hu, Yitao [1 ]
Tong, Yunjuan [1 ]
Bao, Ping [1 ]
机构
[1] Nanjing Agr Univ, Dept Lib, Nanjing, Jiangsu, Peoples R China
[2] Nanjing Agr Univ, Dept Sci Res, Nanjing, Jiangsu, Peoples R China
关键词
AHP; Service quality; LibQUAL; Comparison; Evaluation model; ANALYTIC HIERARCHY PROCESS; ACADEMIC-LIBRARIES; DIGITAL LIBRARIES; LIBQUAL PLUS; AHP; UNIVERSITY; EXPERIENCE; SEARCH; DELPHI; KANO;
D O I
10.1108/EL-11-2016-0246
中图分类号
G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];
学科分类号
1205 ; 120501 ;
摘要
Purpose This study aims to describe case studies of two models, LibQUAL+ and a model based on the analytic hierarchy process (AHP), used to assess library service quality and compare the two assessment models. Design/methodology/approach First, an AHP-based evaluation model is set up to assess library service quality, following which the model is adapted to assess the service quality of Nanjing Agricultural University Library. Second, a modified LibQUAL+ model is created and implemented in the form of a questionnaire survey to assess the library service quality of the same library. Finally, the two assessment models are compared. Findings The results of the two case studies indicate that LibQUAL+ is suitable for assessing Chinese university libraries after modified, and the library AHP model is more suitable for comparing libraries in China between themselves. Originality/value This paper uses two methods for assessing library service quality; this should prove to be helpful for the librarians interested in assessing the service quality of Chinese university libraries.
引用
收藏
页码:1099 / 1113
页数:15
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