Assessing Library Staff’s Attitude in An Academic Library

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Recommended: Service Quality Evaluation Criteria-essay

LITERATURE REVIEW Reliability According to Kiran (2010), reliability refers to the ability to perform the promised services dependably and accurately. Ghobadian, Speller and Jores (1994) stated the reliability is the ability to provide the pledged service on time, accurately and dependably. It involves consistency of performance and dependability. It means that the firm performs the service right the first time and also the degree to which a service is fault-free. It also means that the firm honors its promises (Edwards & Browne, 1995). Study by Ho and Crowley (2003) uses a focus group method to explore user perceptions of the reliability of Texas A&M University library services. They found that the reliability on various services including prompt re-shelving of books, accuracy of catalogue records and timeliness of notifications may determine users’ perceptions of how easy or difficult it is to use the library. Five items on the SERVQUAL instrument assess reliability based on providing services at the promised time, maintaining error-free customer and catalogue records, providing services as promised, dependability in handling customer service problems and performing services right the first time. Other SERVQUAL dimensions include assurance, responsiveness, empathy and tangibles. While there have been no studies focusing exclusively on reliability, past SERVQUAL research shows it to be an important influence on customer perceptions of service quality in different settings. Zeithaml, Parasuraman, and Berry (1990) found that customers ranked reliability as the most important criterion in judging service quality regardless of service industry. Participants also discussed their experiences with staff helping them find missin... ... middle of paper ... ...nce, 14 (2), 101-115. Roslah Johari & Zainab Awang Ngah (2007). Identifying what services need to be improved by measuring the library’s performance. Malaysian Journal of Library & Information Science, 12 (1), 35-53. Rowley, J. (1996). Motivation of staff in libraries. Library Management, 17 (5), 31-35. Slatten, T., Svensson, G., & Svaeri, S. (2011). Service quality and turnover intentions as perceived by employees: Antecedents and consequences. Personnel Review 40 (2), 205-221. Retrieved on July 30, 2010 from: http://www.emeraldinsight.com/0048-3486.htm Zabel, D. (2008). Reference desk dilemmas: The impact of new demands on librarianship. Reference & User Services Quarterly, 48 (1), 20-25. Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. New York: Free Press.

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