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LibQUAL+® Based Importance-Performance Matrix Analysis for Assessing Library Service Quality : A Case Study


Affiliations
1 Department of Humanities and Management, Manipal Institute of Technology, Manipal Academy of Higher Education, Manipal, 576104, India
2 Welcomgroup Graduate School of Hotel Administration, Manipal Academy of Higher Education, Manipal, 576104, India
3 Operations and Decision Sciences, T A Pai Management Institute, Manipal Academy of Higher Education, Manipal, 576104, India
 

The main purpose of this study was to measure the strengths and weaknesses of library services using Importance-Performance Matrix Analysis (IPMA). It also intends to identify the critical areas of the library within the three dimensions of LibQUAL+® based on student feedback. Data were collected from students at a private engineering institute in India, using a structured questionnaire to achieve these objectives. Respondents rated the importance and performance of library services on the three dimensions of LibQUAL+®: affect of service (AOS), information control (IC), and library as a place (LP) on a 7-point Likert scale. Analysis was carried out using IPMA to identify the strengths and weaknesses of the library services. The findings suggest that LP was the most essential and well-performing dimension in the library context. IC is the most important, but poorly performing dimension. Therefore, strategies are recommended to ensure the effectiveness of the service. The findings of this study would help library administrators, and policymakers formulate appropriate fund allocation/reallocation based on user requirements. The integration of IPMA and LibQUAL+® in measuring library service quality is a significant contribution of this study to LibQUAL+® literature.

Keywords

LibQUAL+®, Importance-Performance Analysis, Service Quality, Library Services.
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  • LibQUAL+® Based Importance-Performance Matrix Analysis for Assessing Library Service Quality : A Case Study

Abstract Views: 84  |  PDF Views: 52

Authors

Giridhar Kamath
Department of Humanities and Management, Manipal Institute of Technology, Manipal Academy of Higher Education, Manipal, 576104, India
Jyothi Mallya
Welcomgroup Graduate School of Hotel Administration, Manipal Academy of Higher Education, Manipal, 576104, India
Vasanth Kamath
Operations and Decision Sciences, T A Pai Management Institute, Manipal Academy of Higher Education, Manipal, 576104, India
Valsaraj Payini
Welcomgroup Graduate School of Hotel Administration, Manipal Academy of Higher Education, Manipal, 576104, India

Abstract


The main purpose of this study was to measure the strengths and weaknesses of library services using Importance-Performance Matrix Analysis (IPMA). It also intends to identify the critical areas of the library within the three dimensions of LibQUAL+® based on student feedback. Data were collected from students at a private engineering institute in India, using a structured questionnaire to achieve these objectives. Respondents rated the importance and performance of library services on the three dimensions of LibQUAL+®: affect of service (AOS), information control (IC), and library as a place (LP) on a 7-point Likert scale. Analysis was carried out using IPMA to identify the strengths and weaknesses of the library services. The findings suggest that LP was the most essential and well-performing dimension in the library context. IC is the most important, but poorly performing dimension. Therefore, strategies are recommended to ensure the effectiveness of the service. The findings of this study would help library administrators, and policymakers formulate appropriate fund allocation/reallocation based on user requirements. The integration of IPMA and LibQUAL+® in measuring library service quality is a significant contribution of this study to LibQUAL+® literature.

Keywords


LibQUAL+®, Importance-Performance Analysis, Service Quality, Library Services.

References