Leila Bazrkar; Fariba Nazari
Abstract
Aim: The present study aims to measure the satisfaction of active members of the central library of Khuzestan province in the quality of services by using Kano-LibQUAL model.Research Methodology: This study has been conducted by using the survey method; the data collection tool was the standard questionnaire ...
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Aim: The present study aims to measure the satisfaction of active members of the central library of Khuzestan province in the quality of services by using Kano-LibQUAL model.Research Methodology: This study has been conducted by using the survey method; the data collection tool was the standard questionnaire of LibQUAL and Kano (1984) and the statistical population consisted of all active members of the central library of Khuzestan province with the total number of 600. The sample size was 135 based on the Cochran formula and finally, 97 questionnaires were gathered. Also, the simple random sampling method was used in this study.Findings: The findings showed that there are gaps between the maximum expectations and perceptions of active members of central library of Khuzestan province, in dimensions of the impact of services, information control, and library as a place, and the overall quality variable. The average of the maximum of expectations is more than the status quo of perceptions thus, there exists dissatisfaction in these dimensions. However, there is no gap or difference between the minimum expectations and perceptions of active members of central library of Khuzestan province.Conclusion: The results of Kano model analysis indicated that the items “employees who understand your needs” and “the existence of a website for the library” and “the existence of electronic resources” are respectively in the top three priorities, the item of “library space for learning and studying” was the last priority.
