Moreover, the researcher will examine the usage of library, the physical environment of the library, according to library collections, library environment, library IT services, the overall quality and the most important services. The results of the study showed that most of the library users are male and enrolled in humanities and social sciences, the respondents find the overall quality is good and most of them don’t find it excellent. Introduction to the study Bhat (2002) viewed that to have customer focus, it is essential to understand the customer perception of quality.
Since the customers’ needs, values and expectations are constantly changing and becoming more demanding, there is no acceptable quality level for customers’ needs and expectations. Today the challenge for business is to produce quality for business is to produce quality products for services efficiently. This means quality is not a new concept in modern business or in service organizations. Kano (2001) breaks down quality into four categories, these four categories are: indifferent quality, expected quality, one – dimensional quality and exciting quality.
The researcher found that exciting quality is the most important, which meet customers’ perceptions and customers’ expectations. Bhat (2002) viewed very important point that all organizations must ask these questions: Which services meet customers’ expectations? Which do not? What services do customers need that they are not receiving? and Are they receiving services that they do not need?. From these four questions, we can understand customers’ needs; also customer-driven performance for standards should be used as the basis for goal setting, problem solving and performance appraisal.
The Business plan on Manage Quality Customer Service 2
Develop and document, on behalf of an organization for which you do or might work, a detailed process whereby it will possible to investigate, identify, assess and include the needs of customers in planning processes. Private Schooling The first process is investigating why Parents would choose Private Schooling for their child/ren. The School would investigate the following. Investigate the needs ...
In addition to, users’ perceptions service quality is very necessary in order to determine the level of service quality delivered by the organization. In this research the researcher will enhance the users’ perception of service quality at Girne American University Library. Users’ perception of service quality can help shape the types of services provided by the library at Girne University in the future. There are so many studies and researches about service quality in various fields, less attention has been given to service quality in libraries.
This shows the importance of this research. Introduction to the organization Girne American University (GAU) was founded in 1985 as an independent non-profit institution of higher education, the university located in Cyprus, in Girne. GAU’s goals is to become a university with and without walls, to make American model learning opportunities accessible throughout life, and to making them challenging and relevant to a diverse population to young adults. The university has more than 6000 students from around over the world. Girne American University Library
The Center of Information Services aims to support Girne American University and UNVA’s academic programs, meet the information needs of its faculty and administrative staff and students. Library Reference and Lending Services are located on the lower level of the Millennium Building. Cybrary is located on level two of the Millennium Building, the Cybrary contains 80 Computers with Internet access are available for student use in the Cybrary facility located in the Millennium Building. Statement of the problem This study aims to enhance the service quality provided by the Library of Girne American University.
Specifically, this study is sought to answer the following questions: How to determine the demographic data of the respondents in terms of: 1. Gender. 2-Educational Level. 3. Specialization. 4. Average visit. 5. Using the library as a place of study. 6. Librarycollection/resources. 7. Library database collections. 8. Library environment. 9. Library staff. 10. To evaluate the overall quality 11. To evaluate the library electronic services. 12. To measure the library facilities. 13-To evaluate the electronic library 14-What do the respondent wants to see more in the library? 5-What are the most important three services for the respondent in the library? Hypothesis 1-most of the library users are from postgraduate users. 2-most of library user’s visit the library once a month. 3-there is a shortage of science and technology resources. 4-there is a shortage of book collection in Girne American University Library. 5-the databases collections and the internet will satisfy and meet the user’s perceptions and satisfactions. Literature review Lovelock (2004) viewed the service quality sector is going through almost revolutionary change, which we live and work.
The Research paper on Library Management System 7
... Madhu, K.S. (2006), “Expectations and Perceptions of the Users of the National Law School of India University Library (NLSIU): A Study” ... Survey of Their Resources, Facilities, and Services”. Library facilities, use of IT, information services and co-operation were the various ... it’s helpful to have data regarding how libraries perceive the quality of their automation systems and the companies ...
New services are continually launched to satisfy our existing needs and to meet needs that we did not even know we had. Ten years ago, few people anticipated a personal need for e-mail, online banking, web hosting and many other new services. Today many of us feel we cannot do without them. On the other hand, McColl, (1998) viewed quality to be seen as increasingly important element in defining and providing a service offer. It is often the criteria of customers use for differentiating between competing services that can lead to customer retention, in addition, understanding what dimensions of quality provided is very important to customers.
Definition of quality: Juran (1989) defined quality as fitness for purpose of use. Oakland (1999) defined quality as meeting the customer requirements. Feigenbaum, (1993) viewed quality as co-operation of all activities and sections which leads to product a service requires the customer expectations. Crosby (1979) defined quality as conformance to requirements. Which means that the customer will be satisfied when the quality is exactly fulfillment the customer expectations and perceptions. From these different definitions, the researcher noted that word quality concerns on services, expectations, perceptions and customers.
Parasuraman et al. 1988) suggested that this gap is influenced by a number of other gaps such as the difference between: 1-Managers’ perceptions of consumers’ expectations and consumers’ actual expectations; 2-Managers’ perceptions of consumers’ expectations and service quality specifications 3-Service quality specifications and actual service delivery; 4-Actual service delivery and external communications about the service. Service Quality in Libraries: The rapid development of information technology, tremendous speed of ‘socio-technical developments have changed needs of users added to the expectations from a service organization.
The Essay on Customer Satisfaction Quality Service Product
Customer Satisfaction Strategies What is customer satisfaction? We are in the midst of a revolution in business. Some call it a customer revolution, others a quality revolution, others a service revolution. Organizations are attempting to obtain increased customer satisfaction by focusing on the quality of their products and the service provided. This movement toward quality has produced ...
A library needs to fulfill user expectations. The application of quality management in libraries is to establish a culture of continuous improvement of quality of products and services. Its implementation in libraries improves the image of the library staff and helps in public relations and marketing. (Rajan and Ravi, 2001).
Traditionally, the quality of an academic library has been described in terms of its collection and measured by the size of the library holdings and different measures of its use. This traditional method no longer fulfills the goals for successfully meeting the user’s demands for information.
The time has now come to evaluate the quality and significance of library service through SERVQUAL. Sharma (2001), Quality is the basic philosophy and requirement of library profession and all libraries strive to deliver the highest quality of service. A quality service is one that fully meets expectations and requirements of the users. If a library provides right information to right user at right time and in required form, then it is maintaining quality. Quality library services mean satisfying the query of each and every user individually, exhaustively and expeditiously.
Gronroos (1988) viewed the quality of library services can be classified into two dimensions: technical (outcome) dimension and the functional (process) dimension Gronroos (1988).
The Essay on Edinburgh Napier library services
... high quality and innovative e- library services. Although, the university e-library has offered various services such as e-resources, teaching resources, study and research, user’s information, ... collaboration with: The project is done in collaboration with a researcher and school of computing. (Bawden, Robinson, & Anderson et al ...
Technical quality or tangible quality can be expressed primarily as the quality and volume of literature available in the library. Functional quality or intangible quality refers to the manner in which the library services are delivered. The service achieves quality in perception when its performance meets or exceeds the level of the consumer’s expectations.
The concept of service quality in the context of a library can be defined as the difference between users’ expectations and perceptions of service performance. Quality becomes a big issue when libraries try to expand their scope and improve their service. In the library, quality may be recognized by the customers in terms of prompt delivery or lack of error in services. Quality can also be seen as relating to the fitness of a service or product to its intended purpose or use, subject to the expectations of the customer or user. Quality, therefore, must be in conformity with the customer’s requirements or needs.
Therefore, quality is an ongoing process where the user is a key determinant. Quality assurance is a continuous process of examination and re-examination of needs of the user, providing the means by which expectation can be met or satisfied. Thapisa and Gamini (1999), quality service is helping a user to define his/her needs, clarifying user benefits, building confidence and monitoring and assessing the organization and the impact of its services. Within the library literature, the concept of quality has not yet been well developed, depending on the context in which a library organization seeks to assess its service quality.
Recently, some librarians are shifting their perspective of library services to represent a user driven view. The assessment of how well a library succeeds depends on the user as judge of quality. The primary goal of any library therefore should be to maximize user satisfaction and to exceed expectations. Parasuraman, Berry and Zeithaml (1998) reiterate customer based approach to conceptualize and measure service quality, suggests intriguing alternative to view and measure the quality of library services. They identified 1-Reliability: The ability to perform the promised service both dependably and accurately. -Responsiveness: The willingness to help customers and to provide prompt service. 3-Assurance: The knowledge and courtesy of employees as well as their ability to convey trust and confidence. 4-Empathy: The provision of caring, individualized attention to customers. 5-Tangibles:
The Research paper on Journal of Service Quality and Customer Satisfaction in Transportation
International Journal for Quality research UDK- 656.025.2:658.56 Short Scientific Paper (1.03) SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC TRANSPORTS Filipa Fonseca1) Sofia Pinto1) Carlos Brito2) 1) Faculty of Economics and Management, Catholic University of Portugal, Portugal 2) Faculty of Economics, University of Porto, Portugal Abstract: The objective of the paper is to identify the ...
The appearance of physical facilities, equipment, personnel, and communication materials. Zeithaml, Parasuraman, and Berry identify the five service quality dimensions and use them to develop a model of service quality that is commonly known as the Gaps Models (Fitzsimmons, and Fitzsimmons, 2000).
1-Not knowing what customers expect. -The wrong service quality standards. 3-The service performance gap. 4-When promises do not match delivery. 5-Expected service—perceived service gap. Synthesis: From this literature review, the researcher noticed that has been widely used and tested in different organizations and libraries, which shows validity and ability to measure service quality in libraries. So this instrument will be employed in this study. Research Methodology This part describes the research approach, design and methods that have been developed to address the research questions. Research design:
This study aims to find out the service quality provided by Girne American University Library to it users. The study adopts a descriptive survey research design and primary instruments used in gathering the data is questionnaire. Questionnaire Design: The questionnaire used in the study is a researcher-based questionnaire. The, questionnaire is evaluated by a group of specialized librarians who are working in Girne American University Library, Population and sampling Procedure: The researcher used the percentages statistics procedure by excel program to determine the sample sizes and analyze them.
The number of the respondents was120;the researcher doesn’t include in this study the new coming students because they can’t measure the library services very well. Data Collection: First, the researcher took the permission from the director of the library; the researcher distributed the questionnaire by himself randomly. When he finished, he began to collect the data from the students. The researcher did not leave the library even he collected the samples from the students. The researcher also explained to the students the difficult points that they could not understand.
The Research paper on Toms Auto Service Case Study
Toms Auto Service (TAS) would define their customer service package by providing friendly and professional employee who interact with customers, providing oil, oil filters, tires, windshield wiper blades, and lubricants. They also provide their customers a waiting room with fresh blends and assortments of coffee, tea, soda, magazines, Wi-Fi, and high definition televisions. More services that they ...
In addition to, the researcher distributed the samples in the lecture classes and the university square. The period of distributing the samples was two days. Statistical Treatment: The statistical tool used in this study is the normal statistics, which is the percentage, the baseline and statistical data were presented, analyzed and interpreted. Limitations of the study: In as much as this study aims to assess the service quality of Girne American University Library, however, delimitations are acknowledged in the course of collecting the data as follows.