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2007</div> </div> </div> <div class="col-sm-3"> <div class="card"> <div class="card-body"><strong>Frequency:</strong> Monthly</div> </div> </div> <div class="col-sm-3"> <div class="card"> <div class="card-body"><strong>Edition:</strong> International</div> </div> </div> <div class="col-sm-3"> <div class="card"> <div class="card-body"><strong>Paper Count:</strong> 6124</div> </div> </div> </div> <h1 class="mt-3 mb-3 text-center" style="font-size:1.6rem;">Search results for: ServQual in public libraries</h1> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6124</span> User Survey on Food and Drinks in Japanese Public Libraries</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Marika%20Kawamoto">Marika Kawamoto</a>, <a href="https://publications.waset.org/abstracts/search?q=Keita%20Tsuji"> Keita Tsuji</a> </p> <p class="card-text"><strong>Abstract:</strong></p> Several decades ago, food and drinks were disallowed in most Japanese libraries. However, as discussions of “Library as a Place” have increased in recent years, the number of public and university libraries that have relaxed their policies to allow food and drinks have been increasing. This study focused on the opinions of library users on allowing food and drinks in public libraries and conducted a questionnaire survey among users of nine Japanese libraries. The results indicated that many users favored allowing food and drinks in libraries. Furthermore, it was found that users tend to frequently visit and stay longer in libraries where food and drinks are allowed. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=food%20and%20drinks" title="food and drinks">food and drinks</a>, <a href="https://publications.waset.org/abstracts/search?q=Japanese%20libraries" title=" Japanese libraries"> Japanese libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=opinions%20of%20users" title=" opinions of users"> opinions of users</a>, <a href="https://publications.waset.org/abstracts/search?q=public%20libraries" title=" public libraries"> public libraries</a> </p> <a href="https://publications.waset.org/abstracts/65532/user-survey-on-food-and-drinks-in-japanese-public-libraries" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/65532.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">311</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6123</span> Comparing Bestseller Books in Japanese Public Libraries Managed by Outsourcing and by Local Governments</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Yuhiro%20Mizunuma">Yuhiro Mizunuma</a>, <a href="https://publications.waset.org/abstracts/search?q=Keita%20Tsuji"> Keita Tsuji</a> </p> <p class="card-text"><strong>Abstract:</strong></p> In Japan, local governments have long managed public libraries; however, organizations including private enterprises took over their management with the introduction of an outsourcing system in 2003. Now, whether local governments should apply this system to public libraries is under discussion, and many argue that it is inappropriate for public libraries. In this study, to provide basic data for such discussions, the differences between public libraries managed by outsourcing (henceforth, 'outsourcing libraries') and those managed directly by local governments (henceforth 'direct management libraries') were examined, focusing on bestsellers. We chose the 435 books on the top-20 bestseller lists published from 1996 to 2015 inclusive, as our sample bestseller books; and 413 outsourcing libraries' and 2,619 direct management libraries' holdings of them were investigated using the Calil API (a free Web service that can perform cross-library searches on libraries in Japan). Results show that outsourcing libraries tend to hold fewer bestsellers than direct management libraries. It was also found that direct management libraries tend to hold many duplicates of bestsellers, and that, in many cases, many of those were not being borrowed in direct management libraries. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=bestseller%20books" title="bestseller books">bestseller books</a>, <a href="https://publications.waset.org/abstracts/search?q=book%20collection" title=" book collection"> book collection</a>, <a href="https://publications.waset.org/abstracts/search?q=Japanese%20public%20libraries" title=" Japanese public libraries"> Japanese public libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=outsourcing" title=" outsourcing"> outsourcing</a> </p> <a href="https://publications.waset.org/abstracts/74490/comparing-bestseller-books-in-japanese-public-libraries-managed-by-outsourcing-and-by-local-governments" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/74490.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">223</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6122</span> Evaluation of Public Library Adult Programs: Use of Servqual and Nippa Assessment Standards</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Anna%20Ching-Yu%20Wong">Anna Ching-Yu Wong</a> </p> <p class="card-text"><strong>Abstract:</strong></p> This study aims to identify the quality and effectiveness of the adult programs provided by the public library using the ServQUAL Method and the National Library Public Programs Assessment guidelines (NIPPA, June 2019). ServQUAl covers several variables, namely: tangible, reliability, responsiveness, assurance, and empathy. NIPPA guidelines focus on program characteristics, particularly on the outcomes – the level of satisfaction from program participants. The reached populations were adults who participated in library adult programs at a small-town public library in Kansas. This study was designed as quantitative evaluative research which analyzed the quality and effectiveness of the library adult programs by analyzing the role of each factor based on ServQUAL and the NIPPA's library program assessment guidelines. Data were collected from November 2019 to January 2020 using a questionnaire with a Likert Scale. The data obtained were analyzed in a descriptive quantitative manner. The impact of this research can provide information about the quality and effectiveness of existing programs and can be used as input to develop strategies for developing future adult programs. Overall the result of ServQUAL measurement is in very good quality, but still, areas need improvement and emphasis in each variable: Tangible Variables still need improvement in indicators of the temperature and space of the meeting room. Reliability Variable still needs improvement in the timely delivery of the programs. Responsiveness Variable still needs improvement in terms of the ability of the presenters to convey trust and confidence from participants. Assurance Variables still need improvement in the indicator of knowledge and skills of program presenters. Empathy Variable still needs improvement in terms of the presenters' willingness to provide extra assistance. The result of program outcomes measurement based on NIPPA guidelines is very positive. Over 96% of participants indicated that the programs were informative and fun. They learned new knowledge and new skills and would recommend the programs to their friends and families. They believed that together, the library and participants build stronger and healthier communities. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=ServQual%20model" title="ServQual model">ServQual model</a>, <a href="https://publications.waset.org/abstracts/search?q=ServQual%20in%20public%20libraries" title=" ServQual in public libraries"> ServQual in public libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=library%20program%20assessment" title=" library program assessment"> library program assessment</a>, <a href="https://publications.waset.org/abstracts/search?q=NIPPA%20library%20programs%20assessment" title=" NIPPA library programs assessment"> NIPPA library programs assessment</a> </p> <a href="https://publications.waset.org/abstracts/115577/evaluation-of-public-library-adult-programs-use-of-servqual-and-nippa-assessment-standards" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/115577.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">105</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6121</span> Proposals for Continuous Quality Improvement of Public Transportation Federal District Using SERVQUAL</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Rodrigo%20Guimar%C3%A3es%20Santos">Rodrigo Guimarães Santos</a> </p> <p class="card-text"><strong>Abstract:</strong></p> The quality of public transport services has been considered as a critical factor by their users and also by users of individual transport. Thus, this dissertation aims to adapt a model that assesses the quality of public transport and determines its level of service based on the views of its users. The methodology is widely used by marketers and allows measuring the quality of services by assessing the perceptions and expectations of users. The adapted SERVQUAL was tested with users of public transport service users and car in Brasília-DF, city of Brazil. This research involved 241 questionnaires answered by people living in the various administrative regions of Brasília-DF. The analysis of the determinants pointed out that the quality of the public transport service offered in the city is low and users of public transport and cars have a high degree of expectations for improvement in all tested determinants. This method enabled the identification of the most critical determinants and those needing strategic actions for continuous improvement of quality. Adapting the SERVQUAL for a public transport service was satisfactory and demonstrated applicability to internal and external services, including measuring the public transport services in other cities with the opinion of the users. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=transportation%20services" title="transportation services">transportation services</a>, <a href="https://publications.waset.org/abstracts/search?q=quality%20services" title=" quality services"> quality services</a>, <a href="https://publications.waset.org/abstracts/search?q=servqual%20scale%20and%20marketing%20services" title=" servqual scale and marketing services"> servqual scale and marketing services</a> </p> <a href="https://publications.waset.org/abstracts/27905/proposals-for-continuous-quality-improvement-of-public-transportation-federal-district-using-servqual" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/27905.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">395</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6120</span> Assessment of E-Readiness in Libraries of Public Sector Universities Khyber Pakhtunkhwa-Pakistan</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Saeed%20Ullah%20Jan">Saeed Ullah Jan</a> </p> <p class="card-text"><strong>Abstract:</strong></p> This study has examined the e-readiness in libraries of public sector universities in Khyber Pakhtunkhwa. Efforts were made to evaluate the availability of human resources, electronic infrastructure, and network services and programs in the public sector university libraries. The population of the study was the twenty-seven public sector university libraries of Khyber Pakhtunkhwa. A quantitative approach was adopted, and a questionnaire-based survey was conducted to collect data from the librarian/in charge of public sector university libraries. The collected data were analyzed using Statistical Package for Social Sciences version 22 (SPSS). The mean score of the knowledge component interpreted magnitudes below three which indicates that the respondents are poorly or moderately satisfied regards knowledge of libraries. The satisfaction level of the respondents about the other components, such as electronic infrastructure, network services and programs, and enhancers of the networked world, was rated as average or below. The study suggested that major aspects of existing public-sector university libraries require significant transformation. For this purpose, the government should provide all the required resources and facilities to meet the population's informational and recreational demands. The Information Communication Technology (ICT) infrastructure of public university libraries needs improvement in terms of the availability of computer equipment, databases, network servers, multimedia projectors, digital cameras, uninterruptible power supply, scanners, and backup devices such as hard discs and Digital Video Disc/Compact Disc. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=ICT-libraries" title="ICT-libraries">ICT-libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=e-readiness-libraries" title=" e-readiness-libraries"> e-readiness-libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=e-readiness-university%20libraries" title=" e-readiness-university libraries"> e-readiness-university libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=e-readiness-Pakistan" title=" e-readiness-Pakistan"> e-readiness-Pakistan</a> </p> <a href="https://publications.waset.org/abstracts/167597/assessment-of-e-readiness-in-libraries-of-public-sector-universities-khyber-pakhtunkhwa-pakistan" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/167597.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">94</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6119</span> Efficacy of Knowledge Management Practices in Selected Public Libraries in the Province of Kwazulu-Natal, South Africa</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Petros%20Dlamini">Petros Dlamini</a>, <a href="https://publications.waset.org/abstracts/search?q=Bethiweli%20Malambo"> Bethiweli Malambo</a>, <a href="https://publications.waset.org/abstracts/search?q=Maggie%20Masenya"> Maggie Masenya</a> </p> <p class="card-text"><strong>Abstract:</strong></p> Knowledge management practices are very important in public libraries, especial in the era of the information society. The success of public libraries depends on the recognition and application of knowledge management practices. The study investigates the value and challenges of knowledge management practices in public libraries. Three research objectives informed the study: to identify knowledge management practices in public libraries, understand the value of knowledge management practices in public libraries, and determine the factors hampering knowledge management practices in public libraries. The study was informed by the interpretivism research paradigm, which is associated with qualitative studies. In that light, the study collected data from eight librarians and or library heads, who were purposively selected from public libraries. The study adopted a social anthropological approach, which thoroughly evaluated each participant's response. Data was collected from the respondents through telephonic semi-structured interviews and assessed accordingly. Furthermore, the study used the latest content concept for data interpretation. The chosen data analysis method allowed the study to achieve its main purpose with concrete and valid information. The study's findings showed that all six (100%) selected public libraries apply knowledge management practices. The findings of the study revealed that public libraries have knowledge sharing as the main knowledge management practice. It was noted that public libraries employ many practices, but each library employed its practices of choice depending on their knowledge management practices structure. The findings further showed that knowledge management practices in public libraries are employed through meetings, training, information sessions, and awareness, to mention a few. The findings revealed that knowledge management practices make the libraries usable. Furthermore, it has been asserted that knowledge management practices in public libraries meet users’ needs and expectations and equip them with skills. It was discovered that all participating public libraries from Umkhanyakude district municipality valued their knowledge management practices as the pillar and foundation of services. Noticeably, knowledge management practices improve users ‘standard of living and build an information society. The findings of the study showed that librarians should be responsible for the value of knowledge management practices as they are qualified personnel. The results also showed that 83.35% of public libraries had factors hampering knowledge management practices. The factors are not limited to shortage of funds, resources and space, and political interference. Several suggestions were made to improve knowledge management practices in public libraries. These suggestions include improving the library budget, increasing libraries’ building sizes, and conducting more staff training. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=knowledge%20management" title="knowledge management">knowledge management</a>, <a href="https://publications.waset.org/abstracts/search?q=knowledge%20management%20practices" title=" knowledge management practices"> knowledge management practices</a>, <a href="https://publications.waset.org/abstracts/search?q=storage" title=" storage"> storage</a>, <a href="https://publications.waset.org/abstracts/search?q=dissemination" title=" dissemination"> dissemination</a> </p> <a href="https://publications.waset.org/abstracts/163390/efficacy-of-knowledge-management-practices-in-selected-public-libraries-in-the-province-of-kwazulu-natal-south-africa" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/163390.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">99</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6118</span> Assessment of the Administration and Services of Public Access Computers in Academic Libraries in Kaduna State, Nigeria</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Usman%20Ahmed%20Adam">Usman Ahmed Adam</a>, <a href="https://publications.waset.org/abstracts/search?q=Umar%20Ibrahim"> Umar Ibrahim</a>, <a href="https://publications.waset.org/abstracts/search?q=Ezra%20S.%20Gbaje"> Ezra S. Gbaje</a> </p> <p class="card-text"><strong>Abstract:</strong></p> This study is posed to explore the practice of Public Access Computers (PACs) in academic libraries in Kaduna State, Nigeria. The study aimed to determine the computers and other tools available, their services and challenges of the practices. Three questions were framed to identify number of public computers and tools available, their services and problems faced during the practice. The study used qualitative research design along with semi-constructed interview and observation as tools for data collection. Descriptive analysis was employed to analyze the data. The sample size of the study comprises 52 librarian and IT staff from the seven academic institutions in Kaduna State. The findings revealed that, PACs were provided for access to the Internet, digital resources, library catalogue and training services. The study further explored that, despite the limit number of the computers, users were not allowed to enjoy many services. The study recommends that libraries in Kaduna state should provide more public computers to be able to cover the population of their users; libraries should allow users to use the computers without limitations and restrictions. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=academic%20libraries" title="academic libraries">academic libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=computers%20in%20library" title=" computers in library"> computers in library</a>, <a href="https://publications.waset.org/abstracts/search?q=digital%20libraries" title=" digital libraries"> digital libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=public%20computers" title=" public computers"> public computers</a> </p> <a href="https://publications.waset.org/abstracts/43705/assessment-of-the-administration-and-services-of-public-access-computers-in-academic-libraries-in-kaduna-state-nigeria" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/43705.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">357</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6117</span> Cloud Computing in Jordanian Libraries: An Overview</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Mohammad%20A.%20Al-Madi">Mohammad A. Al-Madi</a>, <a href="https://publications.waset.org/abstracts/search?q=Nagham%20A.%20Al-Madi"> Nagham A. Al-Madi</a>, <a href="https://publications.waset.org/abstracts/search?q=Fanan%20A.%20Al-Madi"> Fanan A. Al-Madi</a> </p> <p class="card-text"><strong>Abstract:</strong></p> The current concept of the technology of cloud computing libraries has been increasing where users can store their data in a virtual space and can be retrieved from anywhere whilst using the network. By using cloud computing technology, industries and individuals save money, time, and space. Moreover, data and information about libraries can be placed in the cloud. This paper discusses the meaning of cloud computing along with its types. Further, the focus has been given to the application of cloud computing in modern libraries. Additionally, the advantages of cloud computing and the areas in which cloud computing be applied with current usage are discussed. Finally, the present situation of the Jordanian libraries is considered and discussed in further detail. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=cloud%20computing" title="cloud computing">cloud computing</a>, <a href="https://publications.waset.org/abstracts/search?q=community%20cloud" title=" community cloud"> community cloud</a>, <a href="https://publications.waset.org/abstracts/search?q=hybrid%20cloud" title=" hybrid cloud"> hybrid cloud</a>, <a href="https://publications.waset.org/abstracts/search?q=private%20cloud" title=" private cloud"> private cloud</a>, <a href="https://publications.waset.org/abstracts/search?q=public%20cloud" title=" public cloud"> public cloud</a> </p> <a href="https://publications.waset.org/abstracts/139449/cloud-computing-in-jordanian-libraries-an-overview" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/139449.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">226</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6116</span> In Response to Worldwide Disaster: Academic Libraries’ Functioning During COVID-19 Pandemic Without a Policy</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Dalal%20Albudaiwi">Dalal Albudaiwi</a>, <a href="https://publications.waset.org/abstracts/search?q=Mike%20Allen"> Mike Allen</a>, <a href="https://publications.waset.org/abstracts/search?q=Talal%20Alhaji"> Talal Alhaji</a>, <a href="https://publications.waset.org/abstracts/search?q=Shahnaz%20Khadimehzadah"> Shahnaz Khadimehzadah</a> </p> <p class="card-text"><strong>Abstract:</strong></p> As a pandemic, COVID-19 has impacted the whole world since November 2019. In other words, every organization, industry, and institution has been negatively affected by the Coronavirus. The uncertainty of how long the pandemic will last caused chaos at all levels. As with any other institution, public libraries were affected and transmitted into online services and resources. As internationally, have been witnessed that some public libraries were well-prepared for such disasters as the pandemic, and therefore, collections, users, services, technologies, staff, and budgets were all influenced. Public libraries’ policies did not mention any plan regarding such a pandemic. Instead, there are several rules in the guidelines about disasters in general, such as natural disasters. In this pandemic situation, libraries have been involved in different uneasy circumstances. However, it has always been apparent to public libraries the role they play in serving their communities in excellent and critical times. It dwells into the traditional role public libraries play in providing information services and sources to satisfy their information-based community needs. Remarkably increasing people’s awareness of the importance of informational enrichment and enhancing society’s skills in dealing with information and information sources. Under critical circumstances, libraries play a different role. It goes beyond the traditional part of information providers to the untraditional role of being a social institution that serves the community with whatever capabilities they have. This study takes two significant directions. The first focuses on investigating how libraries have responded to COVID-19 and how they manage disasters within their organization. The second direction focuses on how libraries help their communities to act during disasters and how to recover from the consequences. The current study examines how libraries prepare for disasters and the role of public libraries during disasters. We will also propose “measures” to be a model that libraries can use to evaluate the effectiveness of their response to disasters. We intend to focus on how libraries responded to this new disaster. Therefore, this study aims to develop a comprehensive policy that includes responding to a crisis such as Covid-19. An analytical lens inside the libraries as an organization and outside the organization walls will be documented based on analyzing disaster-related literature published in the LIS publication. The study employs content analysis (CA) methodology. CA is widely used in the library and information science. The critical contribution of this work is to propose solutions it provides to libraries and planers to prepare crisis management plans/ policies, specifically to face a new global disaster such as the COVID-19 pandemic. Moreover, the study will help library directors to evaluate their strategies and to improve them properly. The significance of this study lies in guiding libraries’ directors to enhance the goals of the libraries to guarantee crucial issues such as: saving time, avoiding loss, saving budget, acting quickly during a crisis, maintaining libraries’ role during pandemics, finding out the best response to disasters, and creating plan/policy as a sample for all libraries. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=Covid-19" title="Covid-19">Covid-19</a>, <a href="https://publications.waset.org/abstracts/search?q=policy" title=" policy"> policy</a>, <a href="https://publications.waset.org/abstracts/search?q=preparedness" title=" preparedness"> preparedness</a>, <a href="https://publications.waset.org/abstracts/search?q=public%20libraries" title=" public libraries"> public libraries</a> </p> <a href="https://publications.waset.org/abstracts/159803/in-response-to-worldwide-disaster-academic-libraries-functioning-during-covid-19-pandemic-without-a-policy" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/159803.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">88</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6115</span> Public Libraries as Social Spaces for Vulnerable Populations</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Natalie%20Malone">Natalie Malone</a> </p> <p class="card-text"><strong>Abstract:</strong></p> This study explores the role of a public library in the creation of social spaces for vulnerable populations. The data stems from a longitudinal ethnographic study of the Anderson Library community, which included field notes, artifacts, and interview data. Thematic analysis revealed multiple meanings and thematic relationships within and among the data sources -interviews, field notes, and artifacts. Initial analysis suggests the Anderson Library serves as a space for vulnerable populations, with the sub-themes of fostering interpersonal communication to create a social space for children and fostering interpersonal communication to create a social space for parents and adults. These findings are important as they illustrate the potential of public libraries to serve as community empowering institutions. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=capital" title="capital">capital</a>, <a href="https://publications.waset.org/abstracts/search?q=immigrant%20families" title=" immigrant families"> immigrant families</a>, <a href="https://publications.waset.org/abstracts/search?q=public%20libraries" title=" public libraries"> public libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=space" title=" space"> space</a>, <a href="https://publications.waset.org/abstracts/search?q=vulnerable" title=" vulnerable"> vulnerable</a> </p> <a href="https://publications.waset.org/abstracts/129690/public-libraries-as-social-spaces-for-vulnerable-populations" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/129690.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">161</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6114</span> Measuring Quality of Service in King Khalid International Airport</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=T.%20M.%20Al%20Muhareb">T. M. Al Muhareb</a> </p> <p class="card-text"><strong>Abstract:</strong></p> Any organization should take into consideration the customers’ satisfaction while providing any service to their customers. The quality of services is always considered as the main aspect that attracts the customers’ attention and helps the airports to develop their services and operations. King Khalid International Airport is considered as the gateway of the Kingdom of Saudi Arabia. Therefore, the aim of this paper was to identify the quality service in the departure area at in King Khalid Airport. The SERVQUAL questionnaire was distributed among the passengers in King Khalid International Airport and the respondents have reached to 500 passengers. The results that are obtained from the SERVQUAL questionnaire showed that the quality of airport’s services is low. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=service%20quality" title="service quality">service quality</a>, <a href="https://publications.waset.org/abstracts/search?q=SERVQUAL%20methodology" title=" SERVQUAL methodology"> SERVQUAL methodology</a>, <a href="https://publications.waset.org/abstracts/search?q=King%20Khalid%20International%20Airport%20%28KKIA%29" title=" King Khalid International Airport (KKIA)"> King Khalid International Airport (KKIA)</a>, <a href="https://publications.waset.org/abstracts/search?q=customers%E2%80%99%20satisfaction" title=" customers’ satisfaction"> customers’ satisfaction</a> </p> <a href="https://publications.waset.org/abstracts/9133/measuring-quality-of-service-in-king-khalid-international-airport" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/9133.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">805</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6113</span> A Proposed Framework for Digital Librarianship in Academic Libraries</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Daniel%20Vaati%20Nzioka">Daniel Vaati Nzioka</a>, <a href="https://publications.waset.org/abstracts/search?q=John%20Oredo"> John Oredo</a>, <a href="https://publications.waset.org/abstracts/search?q=Dorothy%20Muthoni%20Njiraine"> Dorothy Muthoni Njiraine</a> </p> <p class="card-text"><strong>Abstract:</strong></p> The service delivery in academic libraries has been regressing due to the failure of Digital Librarians (DLns) to perform optimally. This study aimed at developing a proposed framework for digital librarianship in academic libraries with special emphasis to three selected public academic institutional libraries. The study’s specific objectives were to determine the roles played by the current DLns’ in academic libraries, establish job description of DLns’ in various academic libraries, ascertain DLns best practices, and to implement a viable digital librarianship conceptual framework. The study used a survey research with open-ended questionnaire designed as per the objectives of the study. A purposively selected sample of 30 Library and Information Science (LIS) professionals from the three selected academic libraries in charge of Digital Information Services (DIS) and managing electronic resources were selected and interviewed. A piloted self-administered questionnaire was used to gather information from these respondents. A total of thirty (30) questionnaires to the LIS professionals-ten from each of the three selected academic libraries were administered. The study developed a proposed conceptual framework for DLns’ that details the pertinent issues currently facing academic libraries when hiring DLns. The study recommended that the provided framework be adopted to guide library managers in identifying the needs of staff training and selecting the most adequate training method as well as settling on the best practices to be sent to staff for training and development. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=digital" title="digital">digital</a>, <a href="https://publications.waset.org/abstracts/search?q=academic" title=" academic"> academic</a>, <a href="https://publications.waset.org/abstracts/search?q=libraries" title=" libraries"> libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=framework" title=" framework"> framework</a> </p> <a href="https://publications.waset.org/abstracts/153147/a-proposed-framework-for-digital-librarianship-in-academic-libraries" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/153147.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">116</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6112</span> Study on the Stages of Knowledge Flow in Central Libraries of Tehran Universities by the Pattern of American Productivity & Quality Center</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Amir%20Reza%20Asnafi">Amir Reza Asnafi</a>, <a href="https://publications.waset.org/abstracts/search?q=Ehsan%20Tajabadi"> Ehsan Tajabadi</a>, <a href="https://publications.waset.org/abstracts/search?q=Mohsen%20Hajizeinolabedini"> Mohsen Hajizeinolabedini</a> </p> <p class="card-text"><strong>Abstract:</strong></p> The purpose of this study is to identify the concept of knowledge flow in central libraries of Tehran universities in by the pattern of American Productivity & Quality Center (APQC). The present study is an applied and descriptive survey in terms of its purpose and the methodology used. In this study, APQC framework was used for data collection. The study population is managers and supervisors of central libraries’ departments of public universities of Tehran belonging to the Ministry of Science, Research and Technology. These libraries include: Central Libraries of Al-Zahra University, Amir Kabir, Tarbiat Modarres, Tehran, Khajeh Nasir Toosi University of Technology, Shahed, Sharif, Shahid Beheshti, Allameh Tabataba'i University, Iran University of Science and Technology. Due to the limited number of members of the community, sampling was not performed and the census was conducted instead. The study of knowledge flow in central libraries of public universities in Tehran showed that in seven dimensions of knowledge flow of APQC, these libraries are far from desirable level and to achieve the ideal point, many activities in the field of knowledge flow need to be made, therefore suggestions were made in this study to reach the desired level. One Sample t Test in this research showed that these libraries are at a poor level in terms of these factors: in the dimensions of creation, identification and use of knowledge at a medium level and in the aspects of knowledge acquisition, review, sharing and access and also Manova test or Multivariable Analyze of Variance proved that there was no significant difference between the dimensions of knowledge flow between these libraries and the status of the knowledge flow in these libraries is at the same level as well. Except for the knowledge creation aspect that is slightly different in this regard that was mentioned before. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=knowledge%20flow" title="knowledge flow">knowledge flow</a>, <a href="https://publications.waset.org/abstracts/search?q=knowledge%20management" title=" knowledge management"> knowledge management</a>, <a href="https://publications.waset.org/abstracts/search?q=APQC" title=" APQC"> APQC</a>, <a href="https://publications.waset.org/abstracts/search?q=Tehran%E2%80%99s%20academic%20university%20libraries" title=" Tehran’s academic university libraries "> Tehran’s academic university libraries </a> </p> <a href="https://publications.waset.org/abstracts/129175/study-on-the-stages-of-knowledge-flow-in-central-libraries-of-tehran-universities-by-the-pattern-of-american-productivity-quality-center" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/129175.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">172</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6111</span> Disaster Preparedness for Academic Libraries in Malaysia: An Exploratory Study</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Siti%20Juryiah%20Mohd%20Khalid">Siti Juryiah Mohd Khalid</a>, <a href="https://publications.waset.org/abstracts/search?q=Norazlina%20Dol"> Norazlina Dol</a> </p> <p class="card-text"><strong>Abstract:</strong></p> Academic libraries in Malaysia are still not prepared for disaster even though several occasions have been reported. The study sets out to assess the current status of preparedness in disaster management among Malaysian academic libraries in the State of Selangor and the Federal Territory of Kuala Lumpur. To obtain a base level of knowledge on disaster preparedness of current practices, a questionnaire was distributed to chief librarians or their assignees in charge of disaster or emergency preparedness at 40 academic libraries and 34 responses were received. The study revolved around the current status of preparedness, on various issues including existence of disaster preparedness plan among academic libraries in Malaysia, disaster experiences by the academic libraries, funding, risk assessment activities and involvement of library staff in disaster management. Frequency and percentage tables were used in the analysis of the data collected. Some of the academic libraries under study have experienced one form of disaster or the other. Most of the academic libraries do not have a written disaster preparedness plan. The risk assessments and staff involvement in disaster preparedness by these libraries were generally adequate. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=academic%20libraries" title="academic libraries">academic libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=disaster%20preparedness%20plan" title=" disaster preparedness plan"> disaster preparedness plan</a>, <a href="https://publications.waset.org/abstracts/search?q=disaster%20management" title=" disaster management"> disaster management</a>, <a href="https://publications.waset.org/abstracts/search?q=emergency%20plan" title=" emergency plan"> emergency plan</a> </p> <a href="https://publications.waset.org/abstracts/32629/disaster-preparedness-for-academic-libraries-in-malaysia-an-exploratory-study" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/32629.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">369</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6110</span> Design Practices, Policies and Guidelines towards Implementing Architectural Passive Cooling Strategies in Public Library Buildings in Temperate Climates </h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Lesley%20Metibogun">Lesley Metibogun</a>, <a href="https://publications.waset.org/abstracts/search?q=Regan%20Potangaroa"> Regan Potangaroa</a> </p> <p class="card-text"><strong>Abstract:</strong></p> Some existing sustainable public libraries in New Zealand now depend on air conditioning system for cooling. This seems completely contradictory to sustainable building initiatives. A sustainable building should be ‘self- sufficient’ and must aim at optimising the use of natural ventilation, wind and daylight and avoiding too much summer heat penetration into the building, to save energy consumption and enhance occupants’ comfort. This paper demonstrates that with appropriate architectural passive design input public libraries do not require air conditioning. Following a brief outline of how our dependence on air conditioning has spread over the full range of building types and climatic zones, this paper focuses on public libraries in temperate climates where passive cooling should be feasible for long periods of mild outside temperature. It was found that current design policies, regulations and guidelines and current building design practices militate passive cooling strategies. Perceived association with prestige, inflexibility of design process, rigid planning regulations and sustainability rating systems were identified as key factors forcing the need for air conditioning. Recommendations are made on how to further encourage development in this direction from the perspective of architectural design. This paper highlights how architectural passive cooling design strategies should be implemented in government initiated policies and regulations to develop a more sustainable public libraries. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=public%20library" title="public library">public library</a>, <a href="https://publications.waset.org/abstracts/search?q=sustainable%20design" title=" sustainable design"> sustainable design</a>, <a href="https://publications.waset.org/abstracts/search?q=temperate%20climate" title=" temperate climate"> temperate climate</a>, <a href="https://publications.waset.org/abstracts/search?q=passive%20cooling" title=" passive cooling"> passive cooling</a>, <a href="https://publications.waset.org/abstracts/search?q=air%20conditioning" title=" air conditioning"> air conditioning</a> </p> <a href="https://publications.waset.org/abstracts/75107/design-practices-policies-and-guidelines-towards-implementing-architectural-passive-cooling-strategies-in-public-library-buildings-in-temperate-climates" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/75107.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">257</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6109</span> Methodology of Personalizing Interior Spaces in Public Libraries</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Baharak%20Mousapour">Baharak Mousapour</a> </p> <p class="card-text"><strong>Abstract:</strong></p> Creating public spaces which are tailored for the specific demands of the individuals is one of the challenges for the contemporary interior designers. Improving the general knowledge as well as providing a forum for all walks of life to exploit is one of the objectives of a public library. In this regard, interior design in consistent with the demands of the individuals is of paramount importance. Seemingly, study spaces, in particular, those in close relation to the personalized sector, have proven to be challenging, according to the literature. To address this challenge, attributes of individuals, namely, perception of people from public spaces and their interactions with the so-called spaces, should be analyzed to provide interior designers with something to work on. This paper follows the analytic-descriptive research methodology by outlining case study libraries which have personalized public libraries with the investigation of the type of personalization as its primary objective and (I) recognition of physical schedule and the know-how of the spatial connection in indoor design of a library and (II) analysis of each personalized space in relation to other spaces of the library as its secondary objectives. The significance of the current research lies in the concept of personalization as one of the most recent methods of attracting people to libraries. Previous research exists in this regard, but the lack of data concerning personalization makes this topic worth investigating. Hence, this study aims to put forward approaches through real-case studies for the designers to deal with this concept. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=interior%20design" title="interior design">interior design</a>, <a href="https://publications.waset.org/abstracts/search?q=library" title=" library"> library</a>, <a href="https://publications.waset.org/abstracts/search?q=library%20design" title=" library design"> library design</a>, <a href="https://publications.waset.org/abstracts/search?q=personalization" title=" personalization"> personalization</a> </p> <a href="https://publications.waset.org/abstracts/142389/methodology-of-personalizing-interior-spaces-in-public-libraries" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/142389.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">155</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6108</span> Introducing a Proper Total Quality Management Model for Libraries</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Alireza%20Shahraki">Alireza Shahraki</a>, <a href="https://publications.waset.org/abstracts/search?q=Kaveh%20Keshmiry%20Zadeh"> Kaveh Keshmiry Zadeh </a> </p> <p class="card-text"><strong>Abstract:</strong></p> Total quality management in libraries is of particular importance because high-quality libraries can facilitate the sustained development process in countries. This study has been conducted to examine the feasibility of implementation of total quality management in libraries of Sistan and Baluchestan and to provide an appropriate model for this concern. All of the officials and employees of Sistan and Baluchestan libraries (23 individuals) constitute the population of the study. Data gathering tool is a questionnaire that is designated based on ISO9000. The data extracted from questionnaires were analyzed using SPSS software. Results indicate that the highest degree of conformance to the 8 principles of ISO9000 is attributed to the principle of 'users' (69.9%) and the lowest degree is associated with 'decision making based on facts' (39.1%). Moreover, a significant relationship was observed among the items (1 and 3), (2 and 5), (2 and 7), (3 and 5), (4 and 5), (4 and 7), (4 and 8), (5 and 7), and (7 and 8). According to the research findings, it can generally be said that it is not eligible now to utilize TQM in libraries of Sistan and Baluchestan. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=quality%20management" title="quality management">quality management</a>, <a href="https://publications.waset.org/abstracts/search?q=total%20quality" title=" total quality"> total quality</a>, <a href="https://publications.waset.org/abstracts/search?q=university%20libraries" title=" university libraries"> university libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=libraries%20management" title=" libraries management"> libraries management</a> </p> <a href="https://publications.waset.org/abstracts/39104/introducing-a-proper-total-quality-management-model-for-libraries" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/39104.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">347</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6107</span> Improving Library Service Quality in Local City of Indonesia</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Prima%20Fithri">Prima Fithri</a>, <a href="https://publications.waset.org/abstracts/search?q=Afri%20Adnan"> Afri Adnan</a>, <a href="https://publications.waset.org/abstracts/search?q=Verra%20Syahmer"> Verra Syahmer</a> </p> <p class="card-text"><strong>Abstract:</strong></p> Library as a public service should be able to provide excellent and quality service. The criteria that should be available in the library is having the collection which relevant, actual and reliable, qualified and professional employee, delivery system that prompt and appropriate as well as supported by proper infrastructure. The aim of this study is to show the performance as an effort to provide quality of services that appropriate with the needs and desires of user. Then, in this research has been carried out the calculation of the gap between the perceptions and expectations of user about the services of the library. The Sevqual and QFD methods are used in this study. Servqual method for measuring the value of the gap that occurs in the dimensions of service quality and QFD method for determine priority repairment that need to be done to improve the quality of services that occur in the dimensions of service quality. From 97 questionaires, shows that value of the gap that occurs in the dimensions of service quality using by Servqual is 27.7% dimensions of responsiveness. It show how much user expectations are not met by the quality of existing services. Construction of the library and standard library becomes priority improvements that need to be done to improve the quality of service that occurs in the dimensions of service quality using the QFD. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=library" title="library">library</a>, <a href="https://publications.waset.org/abstracts/search?q=service%20quality" title=" service quality"> service quality</a>, <a href="https://publications.waset.org/abstracts/search?q=service%20quality" title=" service quality"> service quality</a>, <a href="https://publications.waset.org/abstracts/search?q=QFD" title=" QFD"> QFD</a> </p> <a href="https://publications.waset.org/abstracts/21933/improving-library-service-quality-in-local-city-of-indonesia" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/21933.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">585</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6106</span> Repositioning Nigerian University Libraries for Effective Information Provision and Delivery in This Age of Globalization</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=S.%20O.%20Uwaifo">S. O. Uwaifo</a> </p> <p class="card-text"><strong>Abstract:</strong></p> The paper examines the pivotal role of the library in university education through the provision of a wide range of information materials (print and non- print) required for the teaching, learning and research activities of the university. However certain impediments to the effectiveness of Nigerian university libraries, such as financial constraints, high foreign exchange, global disparities in accessing the internet, lack of local area networks, erratic electric power supply, absence of ICT literacy, poor maintenance culture, etc., were identified. Also, the necessity of repositioning Nigerian university libraries for effective information provision and delivery was stressed by pointing out their dividends, such as users’ access to Directory of Open Access Journals (DOAJ), Online Public Access Catalogue (OPAC), Institutional Repositories, Electronic Document Delivery, Social Media Networks, etc. It therefore becomes necessary for the libraries to be repositioned by way of being adequately automated or digitized for effective service delivery, in this age of globalization. Based on the identified barriers by this paper, some recommendations were proffered. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=repositioning" title="repositioning">repositioning</a>, <a href="https://publications.waset.org/abstracts/search?q=Nigerian%20university%20libraries" title=" Nigerian university libraries"> Nigerian university libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=effective%20information%20%20provision%20and%20delivery" title=" effective information provision and delivery"> effective information provision and delivery</a>, <a href="https://publications.waset.org/abstracts/search?q=globalization" title=" globalization"> globalization</a> </p> <a href="https://publications.waset.org/abstracts/63818/repositioning-nigerian-university-libraries-for-effective-information-provision-and-delivery-in-this-age-of-globalization" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/63818.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">335</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6105</span> Socioeconomic Status and Use of Web-Based Information Resources by Public Polytechnic Students in Southwestern Nigeria</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=John%20Adeboye%20Oyeboade">John Adeboye Oyeboade</a>, <a href="https://publications.waset.org/abstracts/search?q=Pius%20Olatunji%20Olaojo"> Pius Olatunji Olaojo</a>, <a href="https://publications.waset.org/abstracts/search?q=Kuburay%20Folashade%20Yusuf"> Kuburay Folashade Yusuf</a>, <a href="https://publications.waset.org/abstracts/search?q=John%20Oluwaseye%20Adebayo"> John Oluwaseye Adebayo</a> </p> <p class="card-text"><strong>Abstract:</strong></p> Web-based Information Resources (WBIR) are increasingly becoming essential tools for students to accomplish academic tasks. Preliminary observation revealed that many polytechnic libraries in Southwestern Nigeria do not subscribe or renew subscriptions to WBIR academic databases, and students use free-based electronic resources. Hence, this study was carried out to investigate socioeconomic status and use of WBIR by public polytechnic students in Southwestern Nigeria. Six public polytechnics out of the 16 offerings of Higher National Diploma (HND) programs were selected by stratified random sampling to reflect federal and state polytechnics. A proportionate size sampling technique was used to select 1,463 HND students. The instruments used were Socioeconomic status (SeS) (α=0.81) and WBIR used for Academic Tasks (α=0.98) scales. Data were analyzed using descriptive statistics and Pearson’s product-moment correlation at a 0.05 level of significance. Students’ SeS ( =79.10) was moderate. Online reference sources ( =3.97), Web 2.0 ( =3.50), and social media ( =3.00) were regularly used WBIR. WBIR use ( =53.34) was moderate. The students used WBIR for project writing ( =3.46) and class assignments ( =3.42). The Students’ SeS (r=0.59) had significant relationships with WBIR use. Socioeconomic status directly influenced the use of WBIR for academic tasks. Management of polytechnics should provide WBIR subscriptions for students’ use in the polytechnic e-libraries. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=public%20polytechnic%20students" title="public polytechnic students">public polytechnic students</a>, <a href="https://publications.waset.org/abstracts/search?q=polytechnic%20libraries" title=" polytechnic libraries"> polytechnic libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=socioeconomic%20status" title=" socioeconomic status"> socioeconomic status</a>, <a href="https://publications.waset.org/abstracts/search?q=Web-based%20information%20resources" title=" Web-based information resources"> Web-based information resources</a> </p> <a href="https://publications.waset.org/abstracts/183231/socioeconomic-status-and-use-of-web-based-information-resources-by-public-polytechnic-students-in-southwestern-nigeria" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/183231.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">84</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6104</span> Research Development on the Role of Libraries and Librarians during COVID-19: A Scientometric Study</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Saeed%20Ullah%20Jan">Saeed Ullah Jan</a>, <a href="https://publications.waset.org/abstracts/search?q=Muhammad%20Zahid"> Muhammad Zahid</a> </p> <p class="card-text"><strong>Abstract:</strong></p> Purpose of study: The main theme of this study is to scrutinize and evaluate the available research on “role of libraries and librarians during COVID-19”. Design/Methodology/Approach: The quantitative research tool Bibliometric was used for the analysis of collected data. All the retrieved articles have been analyzed through MS office, MS Excel. Findings: It was depicted that 48 papers were published in 2021. The researchers from international countries have been published 45 and Pakistani researchers published only3 research papers on the subject cited above. Delimitations of the study: This study is delimited to the research articles published on the role of libraries and librarians during COVID-19. Practical implications: The findings of this study will be guideline for policy makers, higher ups and authorities of various facets of the libraries to revisit their priorities and work for the betterment of effective library culture in the country. Contribution to the knowledge: To the best of author's knowledge, no significant study has been done on this important topic of Library and Information Science research in Pakistan. This study will. add valuable literature the available literary world related to research development on the role of libraries and librarians during COVID-19. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=role%20of%20libraries" title="role of libraries">role of libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=COVID-19" title=" COVID-19"> COVID-19</a>, <a href="https://publications.waset.org/abstracts/search?q=libraries" title=" libraries"> libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=librarians" title=" librarians"> librarians</a>, <a href="https://publications.waset.org/abstracts/search?q=Pakistan" title=" Pakistan"> Pakistan</a> </p> <a href="https://publications.waset.org/abstracts/154416/research-development-on-the-role-of-libraries-and-librarians-during-covid-19-a-scientometric-study" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/154416.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">112</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6103</span> The Potential Role of University Libraries in the Fight against Terrorism in Upper Egypt</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Essam%20Mansour">Essam Mansour</a> </p> <p class="card-text"><strong>Abstract:</strong></p> The purpose of this study is to explore the potential role of South Valley University (SVU) libraries’ manpower, collections and services in the fight against terrorism in the Upper Egypt. A quantitative research methodology was used in the form of a survey sent to 127 library staff at the SVU. The survey was undertaken from June to July 2015 with a response rate 73.2%. Printed materials were the most adequate collections in the SVU libraries. Other materials, such as CDs/DVDs, audiovisual materials, microfilm and microfiche, online resources and electronic materials respectively were inadequate at SVU libraries. Few of the services provided by SVU libraries were characterized as adequate services, some are inadequate and other services do not exist. The average of the facilities provided by SVU libraries was somewhat adequate. Activities, such as holding social field trips, holding training workshops and holding academic field trip were, at least, somewhat adequate to SVU libraries. SVU libraries had no a significant role in fighting terrorism in the Upper Egypt. There is no a relationship between the SVU library staff’s professional characteristics and the potential role that their libraries may play in the fight against this phenomenon. As a result of the lack of SVU libraries’ collections, services, facilities and activities, this study concluded that that such role could not be achieved. Almost all the library staff admitted that this severe lack has affected the provision of library patrons and members of the library community to these collections and services, which help in countering the threat of terrorism. Despite the significance of all these problems faced by SVU libraries in the fight against terrorism, it was found that the inadequacy of the library opening hours is significantly correlated with the professional characteristics of the library staff, particularly their job title and work experience. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=terrorism" title="terrorism">terrorism</a>, <a href="https://publications.waset.org/abstracts/search?q=national%20security" title=" national security"> national security</a>, <a href="https://publications.waset.org/abstracts/search?q=university%20libraries" title=" university libraries"> university libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=south%20valley%20university" title=" south valley university"> south valley university</a>, <a href="https://publications.waset.org/abstracts/search?q=Egypt" title=" Egypt"> Egypt</a>, <a href="https://publications.waset.org/abstracts/search?q=survey" title=" survey"> survey</a> </p> <a href="https://publications.waset.org/abstracts/53279/the-potential-role-of-university-libraries-in-the-fight-against-terrorism-in-upper-egypt" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/53279.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">257</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6102</span> User Acceptance Criteria for Digital Libraries</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Yu-Ming%20Wang">Yu-Ming Wang</a>, <a href="https://publications.waset.org/abstracts/search?q=Jia-Hong%20Jian"> Jia-Hong Jian</a> </p> <p class="card-text"><strong>Abstract:</strong></p> The Internet and digital publication technologies have brought dramatic impacts on how people collect, organize, disseminate, access, store, and use information. More and more governments, schools, and organizations spent huge funds to develop digital libraries. A digital library can be regarded as a web extension of traditional physically libraries. People can search diverse publications, find out the position of knowledge resources, and borrow or buy publications through digital libraries. People can gain knowledge and students or employees can finish their reports by using digital libraries. Since the considerable funds and energy have been invested in implementing digital libraries, it is important to understand the evaluative criteria from the users’ viewpoint in order to enhance user acceptance. This study develops a list of user acceptance criteria for digital libraries. An initial criteria list was developed based on some previously validated instruments related to digital libraries. Data were collected from user experiences of digital libraries. The exploratory factor analysis and confirmatory factor analysis were adopted to purify the criteria list. The reliabilities and validities were tested. After validating the criteria list, a user survey was conducted to collect the comparative importance of criteria. The analytic hierarchy process (AHP) method was utilized to derive the importance of each criterion. The results of this study contribute to an e understanding of the criteria and relative importance that users evaluate for digital libraries. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=digital%20library" title="digital library">digital library</a>, <a href="https://publications.waset.org/abstracts/search?q=user%20acceptance" title=" user acceptance"> user acceptance</a>, <a href="https://publications.waset.org/abstracts/search?q=analytic%20hierarchy%20process" title=" analytic hierarchy process"> analytic hierarchy process</a>, <a href="https://publications.waset.org/abstracts/search?q=factor%20analysis" title=" factor analysis"> factor analysis</a> </p> <a href="https://publications.waset.org/abstracts/74674/user-acceptance-criteria-for-digital-libraries" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/74674.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">258</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6101</span> Greening the Academic Library: Analysis of the Effectiveness of Sustainable Online Services Towards Reducing the Environmental Impact of Academic Libraries</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=George%20Clifford%20Yamson">George Clifford Yamson</a> </p> <p class="card-text"><strong>Abstract:</strong></p> As institutions across the world become more focused on sustainability, academic libraries are considering ways to reduce their environmental impact. One strategy is the use of sustainable online services, which can reduce the need for physical materials and transportation. This study aims to analyze the effectiveness of sustainable online services in reducing the environmental impact of academic libraries. Using a mixed-methods approach, the survey will be used to solicit information from library staff and users to gather data on their attitudes towards sustainable online services and their usage patterns. A comparative analysis will be conducted on the costs of traditional library services versus sustainable online services. The findings of this study will contribute to the growing body of literature on green academic libraries and provide insights into the potential of sustainable online services to reduce the environmental impact of academic libraries. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=sustainability" title="sustainability">sustainability</a>, <a href="https://publications.waset.org/abstracts/search?q=environmental%20sustainability" title=" environmental sustainability"> environmental sustainability</a>, <a href="https://publications.waset.org/abstracts/search?q=academic%20libraries" title=" academic libraries"> academic libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=green%20printing" title=" green printing"> green printing</a>, <a href="https://publications.waset.org/abstracts/search?q=green%20copying" title=" green copying"> green copying</a>, <a href="https://publications.waset.org/abstracts/search?q=online%20services" title=" online services"> online services</a> </p> <a href="https://publications.waset.org/abstracts/171557/greening-the-academic-library-analysis-of-the-effectiveness-of-sustainable-online-services-towards-reducing-the-environmental-impact-of-academic-libraries" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/171557.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">85</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6100</span> Applications of Internet of Things (IoTs) for Information Resources and Services: Survey of Academic Librarians</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Sultan%20Aldaihani">Sultan Aldaihani</a>, <a href="https://publications.waset.org/abstracts/search?q=Eiman%20Al-Fadhli"> Eiman Al-Fadhli</a> </p> <p class="card-text"><strong>Abstract:</strong></p> Internet of Things (IoTs) expected to change the future of academic libraries operations. It enables academic libraries to be smart libraries through, for example, the connection of the physical objects with the Internet. The implementation of IoTs will improve library resources and services. Therefore, this research aims to investigate the applications of Internet of Things (IoTs) for information resources and services. Understanding perceptions of academic librarians toward IoTs before adopting of such applications will assist decision-makers in academic libraries in their strategic planning. An online questionnaire was administered to academic librarians at Kuwait University. The findings of this study showed that academic librarians have awareness for the IoTs. They have strongly believed that the IoTs contributes to the development of information resources, services, and understanding of the user's information behavior. Identifying new applications of the IoTs in libraries was the highest possible reason for future adoption. Academic librarians indicated that lack of privacy and data penetration were the greatest problem in their future adoption of IoTs. Academic libraries need to implement the IoTs for enhancing their information resources and services. One important step in the success of future adoption is to conduct awareness and training programs for academic librarians. They also need to maintain higher security and privacy measurements in their implementation for the IoTs. This study will assist academic libraries in accommodating this technology. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=academic%20libraries" title="academic libraries">academic libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=internet%20of%20things" title=" internet of things"> internet of things</a>, <a href="https://publications.waset.org/abstracts/search?q=information%20resources" title=" information resources"> information resources</a>, <a href="https://publications.waset.org/abstracts/search?q=information%20services" title=" information services"> information services</a> </p> <a href="https://publications.waset.org/abstracts/110227/applications-of-internet-of-things-iots-for-information-resources-and-services-survey-of-academic-librarians" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/110227.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">161</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6099</span> Measurements of Service Quality vs Customer Satisfaction in Government Owned Retail Store at Kochi</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=N.%20S.%20Ajisha">N. S. Ajisha</a> </p> <p class="card-text"><strong>Abstract:</strong></p> In today’s competitive world the quality of the service you deliver is one of the important factor that determine customer satisfaction. Service quality is considered to be one important determinant to evaluate customer satisfaction and the relationship between service quality and customer satisfaction is considered as the foundation in researches on customer satisfaction. This research examines to do a gap analysis between the perception and expectation of the services delivered and find relation between the service quality and customer satisfaction. Service quality is found out here using the SERVQUAL model. And it finds out the dimension of service quality which is more important to measure customer satisfaction. The dimensions which we measure using SERVQUAL include the tangibles, reliability, responsiveness, assurance, and empathy. This study involves primary data collection like market survey. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=customer%20satisfaction" title="customer satisfaction">customer satisfaction</a>, <a href="https://publications.waset.org/abstracts/search?q=service%20quality" title=" service quality"> service quality</a>, <a href="https://publications.waset.org/abstracts/search?q=retail%20service%20quality" title=" retail service quality"> retail service quality</a>, <a href="https://publications.waset.org/abstracts/search?q=Kochi" title=" Kochi"> Kochi</a> </p> <a href="https://publications.waset.org/abstracts/29194/measurements-of-service-quality-vs-customer-satisfaction-in-government-owned-retail-store-at-kochi" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/29194.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">560</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6098</span> The Role of Libraries in the Context of Indian Knowledge Based Society</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Sanjeev%20Sharma">Sanjeev Sharma</a> </p> <p class="card-text"><strong>Abstract:</strong></p> We are living in the information age. Information is not only important to an individual but also to researchers, scientists, academicians and all others who are doing work in their respective fields. The 21st century which is also known as the electronic era has brought several changes in the mechanism of the libraries in their working environment. In the present scenario, acquisition of information resources and implementation of new strategies have brought a revolution in the library’s structures and their principles. In the digital era, the role of the library has become important as new information is coming at every minute. The knowledge society wants to seek information at their desk. The libraries are managing electronic services and web-based information sources constantly in a democratic way. The basic objective of every library is to save the time of user which is based on the quality and user-orientation of services. With the advancement of information communication and technology, the libraries should pay more devotion to the development trends of the information society that would help to adjust their development strategies and information needs of the knowledge society. The knowledge-based society demands to re-define the position and objectives of all the institutions which work with information, knowledge, and culture. The situation is the era of digital India is changing at a fast speed. Everyone wants information 24x7 and libraries have been recognized as one of the key elements for open access to information, which is crucial not only to individual but also to democratic knowledge-based information society. Libraries are especially important now a day the whole concept of education is focusing more and more independent e-learning and their acting. The citizens of India must be able to find and use the relevant information. Here we can see libraries enter the stage: The essential features of libraries are to acquire, organize, store and retrieve for use and preserve publicly available material irrespective of the print as well as non-print form in which it is packaged in such a way that, when it is needed, it can be found and put to use. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=knowledge" title="knowledge">knowledge</a>, <a href="https://publications.waset.org/abstracts/search?q=society" title=" society"> society</a>, <a href="https://publications.waset.org/abstracts/search?q=libraries" title=" libraries"> libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=culture" title=" culture"> culture</a> </p> <a href="https://publications.waset.org/abstracts/96598/the-role-of-libraries-in-the-context-of-indian-knowledge-based-society" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/96598.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">145</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6097</span> Digital Library in India: Importance and Problem Issues in Present Days: A Conceptual Study</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Mehtab%20Alam%20Ansari">Mehtab Alam Ansari</a>, <a href="https://publications.waset.org/abstracts/search?q=Shamim%20Aktar%20Munshi"> Shamim Aktar Munshi</a> </p> <p class="card-text"><strong>Abstract:</strong></p> The purpose of this paper is to find out the importance of digital libraries in Indian educational system, and also different types of problems faced by the digital library in modern age. This study uses both qualitative and quantitative approaches along with review of related literature. The conceptual and textual information related to the present study were collected from primary and secondary sources of information such as books and National and International journals etc. Websites were also used for collecting information. The study finds out that due to high demand of information resources so many digital libraries are established in India, e.g. IGNCA digital library, Digital Library of India, Archives of Indian Labour, Digital Library of Library and Information Science etc, and also it found that it is very helpful to the modern civilization. The digital library movement in India is rapidly increasing and the traditional libraries are now on their way to digitization in a phased manner. But digital library in India has failed to spread its root in each and every part. So many problems are facing to develop the digital libraries in present days. This study briefly explained the services, impact, and problems of digital libraries in Indian. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=digital%20Libraries" title="digital Libraries">digital Libraries</a>, <a href="https://publications.waset.org/abstracts/search?q=India" title=" India"> India</a>, <a href="https://publications.waset.org/abstracts/search?q=information%20technology" title=" information technology"> information technology</a>, <a href="https://publications.waset.org/abstracts/search?q=education" title=" education"> education</a> </p> <a href="https://publications.waset.org/abstracts/16770/digital-library-in-india-importance-and-problem-issues-in-present-days-a-conceptual-study" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/16770.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">588</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6096</span> Gap Analysis of Service Quality: The Veterinary Teaching Hospital, University of Peradeniya, Sri Lanka</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Preethi%20Sudarshanie%20Dassanayake">Preethi Sudarshanie Dassanayake</a>, <a href="https://publications.waset.org/abstracts/search?q=R.%20A.%20Sudath%20Weerasiri"> R. A. Sudath Weerasiri </a> </p> <p class="card-text"><strong>Abstract:</strong></p> Objective: The objective of this study were to find out highest expectation and perception,highest gap between perception and expectation of service quality, and to find out such gaps between perception and expectation with regard to service quality dimensions were whether statistically significant. Methodology: This study carried out at the Out Patient Department (OPD) of the Veterinary Teaching Hospital (VTH), University of Peradeniya. Modified version of SERVQUAL with 22-pairs of items regarding expectation and perception of service quality in dimensions of tangible, reliability, responsiveness, assurance and empathy were included in Part 1 and the Part 2 of the questionnaire consisted of questions regarding socio-demographic factors. Sample size was 200 and sampling procedure was Systematic Random Sampling. Customers above 18 years of age, able to read, write and understand Sinhala or English language, visits more than twice in last six months and who willing to respond were selected. Findings: The analysis revealed customers expectations of service higher than the perceived for all 22- items of the SERVQUAL. This high expectation suggests that there is sufficient room for further improvement of service quality in all five dimensions. Originality/Value of the Paper: This study gave a new insight for poorly researched area of veterinary health service quality in Sri Lankan context. It provides hospital administrators and policy makers to develop strategies for further improvement of service quality according to customers' view. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=expectation" title="expectation">expectation</a>, <a href="https://publications.waset.org/abstracts/search?q=perception" title=" perception"> perception</a>, <a href="https://publications.waset.org/abstracts/search?q=service%20quality" title=" service quality"> service quality</a>, <a href="https://publications.waset.org/abstracts/search?q=SERVQUAL" title=" SERVQUAL"> SERVQUAL</a>, <a href="https://publications.waset.org/abstracts/search?q=veterinary%20health%20care" title=" veterinary health care"> veterinary health care</a> </p> <a href="https://publications.waset.org/abstracts/23754/gap-analysis-of-service-quality-the-veterinary-teaching-hospital-university-of-peradeniya-sri-lanka" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/23754.pdf" target="_blank" class="btn btn-primary btn-sm">PDF</a> <span class="bg-info text-light px-1 py-1 float-right rounded"> Downloads <span class="badge badge-light">471</span> </span> </div> </div> <div class="card paper-listing mb-3 mt-3"> <h5 class="card-header" style="font-size:.9rem"><span class="badge badge-info">6095</span> A Comparative Study on the Positive and Negative of Electronic Word-of-Mouth on the SERVQUAL Scale-Take A Certain Armed Forces General Hospital in Taiwan As An Example</h5> <div class="card-body"> <p class="card-text"><strong>Authors:</strong> <a href="https://publications.waset.org/abstracts/search?q=Po-Chun%20Lee">Po-Chun Lee</a>, <a href="https://publications.waset.org/abstracts/search?q=Li-Lin%20Liang"> Li-Lin Liang</a>, <a href="https://publications.waset.org/abstracts/search?q=Ching-Yuan%20Huang"> Ching-Yuan Huang</a> </p> <p class="card-text"><strong>Abstract:</strong></p> Purpose: Research on electronic word-of-mouth (eWOM)& online review has been widely used in service industry management research in recent years. The SERVQUAL scale is the most commonly used method to measure service quality. Therefore, the purpose of this research is to combine electronic word of mouth & online review with the SERVQUAL scale. To explore the comparative study of positive and negative electronic word-of-mouth reviews of a certain armed force general hospital in Taiwan. Data sources: This research obtained online word-of-mouth comment data on google maps from a military hospital in Taiwan in the past ten years through Internet data mining technology. Research methods: This study uses the semantic content analysis method to classify word-of-mouth reviews according to the revised PZB SERVQUAL scale. Then carry out statistical analysis. Results of data synthesis: The results of this study disclosed that the negative reviews of this military hospital in Taiwan have been increasing year by year. Under the COVID-19 epidemic, positive word-of-mouth has a downward trend. Among the five determiners of SERVQUAL of PZB, positive word-of-mouth reviews performed best in “Assurance,” with a positive review rate of 58.89%, Followed by 43.33% of “Responsiveness.” In negative word-of-mouth reviews, “Assurance” performed the worst, with a positive rate of 70.99%, followed by responsive 29.01%. Conclusions: The important conclusions of this study disclosed that the total number of electronic word-of-mouth reviews of the military hospital has revealed positive growth in recent years, and the positive word-of-mouth growth has revealed negative growth after the epidemic of COVID-19, while the negative word-of-mouth has grown substantially. Regardless of the positive and negative comments, what patients care most about is “Assurance” of the professional attitude and skills of the medical staff, which needs to be strengthened most urgently. In addition, good “Reliability” will help build positive word-of-mouth. However, poor “Responsiveness” can easily lead to the spread of negative word-of-mouth. This study suggests that the hospital should focus on these few service-oriented quality management and audits. <p class="card-text"><strong>Keywords:</strong> <a href="https://publications.waset.org/abstracts/search?q=quality%20of%20medical%20service" title="quality of medical service">quality of medical service</a>, <a href="https://publications.waset.org/abstracts/search?q=electronic%20word-of-mouth" title=" electronic word-of-mouth"> electronic word-of-mouth</a>, <a href="https://publications.waset.org/abstracts/search?q=armed%20forces%20general%20hospital" title=" armed forces general hospital"> armed forces general hospital</a> </p> <a href="https://publications.waset.org/abstracts/143587/a-comparative-study-on-the-positive-and-negative-of-electronic-word-of-mouth-on-the-servqual-scale-take-a-certain-armed-forces-general-hospital-in-taiwan-as-an-example" class="btn btn-primary btn-sm">Procedia</a> <a href="https://publications.waset.org/abstracts/143587.pdf" target="_blank" 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