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

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Title LibQUAL+® based importance-performance matrix analysis for assessing library service quality: A case study
 
Creator Kamath, Giridhar
Mallya, Jyothi
Kamath, Vasanth
Payini, Valsaraj
 
Subject LibQUAL+®
importance-performance analysis
service quality
library services
 
Description 269-276
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.
 
Date 2023-01-25T11:35:10Z
2023-01-25T11:35:10Z
2023-01
 
Type Article
 
Identifier 0975-2404 (Online); 0972-5423 (Print)
http://nopr.niscpr.res.in/handle/123456789/61268
https://doi.org/10.56042/alis.v69i4.64348
 
Language en
 
Publisher NIScPR-CSIR,India
 
Source ALIS Vol.69(4) [December 2022]