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LibQUAL+® based importance-performance matrix analysis for assessing library service quality: A case study

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Title Statement LibQUAL+® based importance-performance matrix analysis for assessing library service quality: A case study
 
Added Entry - Uncontrolled Name Kamath, Giridhar ; Manipal Institute of Technology, Manipal Academy of Higher Education
Mallya, Jyothi ; Welcomgroup Graduate School of Hotel Administration, Manipal Academy of Higher Education
Kamath, Vasanth ; T A Pai Management Institute, Manipal Academy of Higher Education
Payini, Valsaraj
 
Uncontrolled Index Term Library science, survey method, library service quality measurement
LibQUAL+®; importance-performance analysis; Service quality; Library services
 
Summary, etc. The main purpose of this study was to measure the strengths and weaknesses of library services using Importance- Performance Matrix Analysis (IPMA). It also intends to identify the critical areas of the library within the three dimensions of LibQUAL+® based on student feedback. Data were collected from students at a private engineering institute in India, using a structured questionnaire to achieve these objectives. Respondents rated the importance and performance of library services on the three dimensions of LibQUAL+®: affect of service (AOS), information control (IC), and library as a place (LP) on a 7-point Likert scale. Analysis was carried out using IPMA to identify the strengths and weaknesses of the library services. The findings suggest that LP was the most essential and well-performing dimension in the library context. IC is the most important, but poorly performing dimension. Therefore, strategies are recommended to ensure the effectiveness of the service. The findings of this study would help library administrators, and policymakers formulate appropriate fund allocation/reallocation based on user requirements. The integration of IPMA and LibQUAL+® in measuring library service quality is a significant contribution of this study to LibQUAL+® literature.
 
Publication, Distribution, Etc. Annals of Library and Information Studies (ALIS)
2022-11-06 00:00:00
 
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http://op.niscair.res.in/index.php/ALIS/article/view/64348
 
Data Source Entry Annals of Library and Information Studies (ALIS); ##issue.vol## 69, ##issue.no## 4 (2022): Annals of Library and Information Studies
 
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