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Service Quality Evaluation Criteria-essay
Service Quality Evaluation Criteria-essay
10 determinants of service quality
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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.
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.
Sheih, C. S. (2012). An Exploratory Study on Coping Strategies of Confronting Difficult Patrons: The Case of University Circulation Librarians. Journal of Libray and Information Science Research, 7(1), 120-127.
Shoaf, E. C. (2003). Using a professional moderator in library focus group research. Colleges & Research Libraries, 64 (2), 124-132.
This library system is utilizing all the technologies and materials available to them to serve the community in the best way. Despite certain social indicators and demographic statistics indicating that the library should not be overly utilized, it is thriving and is heavily in use. There are areas that the library can look to improve based on statistical evidence, such as reaching out to the low income population and the over 55 years age group. This library seems to be meeting numerous needs for a wide range of patrons, and doing it well.
We live in an information society where the development of information and communication technologies accompanied by a corresponding increase in knowledge with a rapidly growing flow of information. In this new information environment, library professionals require new skills in seeking, processing and disseminating information.
Johnson, P. (1990). Matrix management: An organizational alternative for libraries. Journal of Academic Librarianship, 16(4), 222. Retrieved from Academic Source Premier database.
...rograms and systems that increase accessibility and sophisticated use, particularly for those in underserved communities. As methods for information consumption changes, digital librarianship and information seeking habits is what I would like to study. Reading about the Information School’s research projects investigating unequal access, I am excited about the opportunity to contribute.
Kuhlthau, C.C. (1993). Seeking Meaning: A Process Approach to Library and Information Services. Norwood, NJ: Ablex.
...of Library and Information Sciences, Third Edition (pp. 1507–1517). Taylor & Francis. Retrieved from http://www.tandfonline.com/doi/abs/10.1081/E-ELIS3-120043240
Managing for change is just as controversial in library schools as it is in corporations.The advances in technology over the past decades have forced library schools to educate technologically astute librarians.At the same time, many educators fear that the emphasis on technology may be eroding the concepts of service that have always been a part of the profession.The issue of incorporating technologies into a core curriculum without eviscerating the historical and ethical portion of the professional education has been debated widely.The question is how can the library schools bring technology into the program and still keep the traditional aspects which are important to the profession and to the accrediting body of the American Library Association.This paper will explore a variety of issues relating to redefining the education of librarians and address several models that are emerging from some of the highly regarded programs.
Frail, fatal, fundamental: The future of public libraries by Mark Norman looks at the prediction by futurists of the future of public libraries and then compares this to his own views based on his role managing Rockdale City Council’s library services. Norman’s article draws from a number of articles by futurists and their predictions into the future of public libraries with a focus on how libraries must adapt from there perceived function in the community to one where they offer valuable services to the modern community. Norman then likes to compare these futuristic predictions with his own “realist” views. Norman also touches on the “digital divide” and discusses what services and resources are needed to bridge this gap. This review will look into the discussions of Norman in relation to the digital and technological world that is facing public libraries in modern society.
The dimensions of service quality refer to the attributes which contribute to consumer expectations and perceptions of service quality, thus serving as the determinants of consumers’ quality assessment (Rowley, 1998). The most well-known, commonly used service quality scale is the SERVQUAL, a general instrument for measuring service quality developed by Parasuraman et al., (1988). It includes five dimensions of service quality: (1) tangibles: appearance of physical facilities, equipment, personnel and communication materials; (2) reliability: ability to perform the promised services dependably and accurately; (3) responsiveness: willingness to help customers and provide prompt service; (4) assurance: knowledge and courtesy of employees and their ability to convey trust and confidence; and (5) empathy: caring, individualized attention that a firm provides its
Now that my studies are coming to a close, I am resolved to make a difference in the information professional field by providing a positive impact in library administration. My years of experience as an administrative professional combined with the knowledge and dedication that I have to libraries and librarians makes me uniquely qualified for this responsibility.
complexity in the functions and management of the library which has changed the job of the librarian as
Dewey declared librarians should consider themselves professionals (Swigger 314). Librarians, despite this, suffer from status anxiety about the professional state of librarianship. Trait theory, the traditional sociological tool utilized to evaluate the professional status of occupations, has traditionally deemed librarianship to be lacking the attributes required for professional status, therefore, not a profession, only a semi-profession (Abbot 431). Trait theorists have criticized librarianship for a lack of theoretical knowledge and authoritative service orientation (Nelson 2030). Past librarians have adopted traits of higher professions in the anxious hope of achieving status (Harris 16). Contemporary librarians have rejected this mimicking of attributes, as it has not advanced the professional value of librarianship, suggesting the style of professionalism advanced by trait theory, is not one that librarians should emulate. Opposed to the core values of librarianship, this style of professionalism has distracted librarians from meaningful work and poses harm to library services, as its authoritative service orientation conflicts with the orientation of libraries (Page 103). Contemporary sociologists and librarians have abandoned trait theory for being outdated in its evaluation of professional status due to shortcomings inherent in the theory (Birdsall 146). With an anxious focus on status, contemporary librarians argue that librarianship desires public acknowledgment for the value of library work (Page 120). Sociological theory does not determine which occupations enjoy professional status; the public does (Nelson 2031). An alternative path to professional status, as Birdsall asserts, lies in rejecting trait theo...