![]() ![]() ![]() TechQual+ is a total market-survey tool developed on the same principles as LibQUAL+. Following this positive experience, the Directorate piloted the TechQual+ survey to assess its technology services. The ability to benchmark performance has been well received by university senior managers. ![]() The tool has proven invaluable in understanding user needs and measuring improvements. – The University of York Library, part of its Information Directorate, has successfully run an annual user survey using LibQUAL+ since 2008. Managers who seek to encourage particular behaviors by the IS staff or IS users may use our results to reconcile the oftentimes troubled business-IT relationship. This study extends our theoretical understanding of the role of perceptual alignment or misalignment on IS service quality factors in forming user satisfaction, and lays the foundation for further study of the interplay between perceptions in the dyadic relationship between IS professionals and IS users. Moreover, our results reveal the relevance of nonlinear and asymmetric effect mechanisms arising from perceptual (in-)congruence that may affect user satisfaction. We demonstrate that perceptual congruence can, in and of itself, have an impact on user satisfaction which goes beyond what was found before. Drawing on cognitive dissonance theory, prospect theory and perceptual congruence research, our study examines survey responses from 169 matching pairs of IS professionals and users in different organizations and explains how perceptual fit patterns affect user satisfaction with the IS function. While prior research has extensively studied the question of matching different viewpoints on IS service quality in organizations, little or no attention has been paid to the role of perceptual congruence or incongruence in the dyadic relationship between IS professionals and users in forming user satisfaction with the IS function. Despite the increasing relevance of such interactions, the implications of agreement or disagreement on the fulfillment of critical service quality factors for successful alignment and higher user satisfaction are far from being well understood. With the proliferation of available electronic service channels for IS users such as mobile or Intranet services in companies, service interactions between IS users and IS professionals have become an increasingly important factor for organizational business-IT alignment. The researchers rely heavily on questionnaire-based survey research methods with sample sizes of less than 100 respondents, mostly reported in academic libraries. ![]() The empathy, reliability, tangible, assurance, responsiveness, effect of library, information control and library as place are the prominent dimensions. The findings indicate that the SERVQUAL and LibQual models are the most frequently adopted models. In addition, the paper makes an effort to determine the variety of dimensions by which these qualitative evaluations were carried out, the types of libraries that have reported such qualitative studies, and the data collection strategies (research population, sample size and data collection instruments) adopted by the authors. The study systematically reviews the studies based on a search of published articles from 2010 to 2021 on library service quality with the aim of determining which models of service quality are the most commonly used by librarians as a means of measuring service quality. ![]()
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