ارزیابی کیفیت خدمات کتابخانه دانشگاه صنعتی جندی‌شاپور دزفول با استفاده از مدل لایب‌کوال

هدف: هدف پژوهش حاضر، سنجش سطوح کیفیت خدمات کتابخانه دانشگاه صنعتی جندی‌شاپور دزفول با بهره‌گیری از ابزار لایب‌کوال، تعیین وضعیت مولفه‌های آن از دیدگاه کاربران و تعیین مولفه‌های مستلزم ارتقاء است.روش‌شناسی: ضعیت مولفه‌های آن از دیدگاه کاربران و تعیین مولفه‌های مستلزم ارتقاء است‌. روش‌شناسی: پژوهش از نوع پیمایش توصیفی است. جامعه پژوهش شامل سه هزار دانشجو کارشناسی و کارشناسی ارشد دانشگاه و عضو کتابخانه است. نمونه‌گیری به روش تصادفی ساده و حجم نمونه آماری بر اساس جدول مورگان 341 نفر برآورد شده است.یافته‌ها: یافته‌های پژوهش نشان داد کتابخانه توانسته است در برخی از گویه‌های پرسشنامه لایب‌کوال، حداقل رضایت کاربران خود را فراهم نماید و میانگین سطح خدمات دریافتی از نظر کاربران در مولفه اثر خدمت بیش‌تر از دو مولفه دیگر و در جامعه نیز با بالاترین حد اعتماد بین 3.32 تا 3.57 در رتبه اول و پس از آن مولفه کنترل اطلاعات با حد اعتماد بین 2.86 تا 3.11 در رتبه دوم و در آخر مولفه کتابخانه به عنوان مکان با حد اعتماد بین 2.52 تا 2.79 در رتبه‌ سوم قرار دارد.نتیجه‌گیری: سطح خدمات دریافتی کاربران کتابخانه در مولفه‌ اثر خدمت در سطح حداقل انتظارها است و تفاوت معناداری با آن در سطح جامعه ندارد ولی خدمات دریافتی کاربران در مولفه‌ کتابخانه به عنوان مکان تفاوت معناداری با سطح حداقل و حداکثر انتظارهای کاربران در جامعه دارد و بیش‌ترین میزان شکاف در حد کفایت نیز در این مولفه‌ دیده می‌شود. در مولفه‌ کنترل اطلاعات نیز سطح خدمات دریافتی کاربران از کتابخانه با سطح حداقل انتظارهای کاربران تفاوت معناداری ندارد ولی تفاوت آن با سطح حداکثر انتظار کاربران معنادار است.

evaluating the quality of library services of dezful jundi-shapur university of technology by using libqual model

background and objectives:  this study aimed to measure the service quality levels of the library of jundi-shapur university of technology, dezful, using libqual tool to determine the status of its components from the users' point of view and to identify the components that require the improvement.methodology: the research is a survey-descriptive type, and research community includes three thousand undergraduate and graduate students of the university and library members sampling was estimated by simple random method, and the statistical sample size at 341 people based on morgan's table. a questionnaire with 24 questions that is created in three dimensions and on a likert scale serves as the data gathering instrument. 95% average confidence limits were established at all three levels in order to generalize the findings to the university library community (minimum expectations, maximum expectations, and services received). in the descriptive statistics of statistical indicators, and to analyze the data, spss software used to estimate the gap among the expectations of users, and the level of services they received and gap analysis.findings: the level of services received by library users in the service effect component (human dimension and quality of services provided by librarians to library users) is at the level of minimum expectations. nonetheless, this component's user satisfaction score is higher than those for information control and the library as a physical location, and it also has the greatest degree of trust in society, with a score between 3.32 and 3.57.the largest gap in the limit of the sufficiency in this component is related to item 2 (library staff's readiness to answer your questions (for example, they always have enough time to answer you)), and the highest level of satisfaction related to item 7, observance of politeness and modesty of library employees in connection with you). in information control component (expressing the quality of the collection, facilities, and equipment of the library for users to access the required information), the average level of services received by library users, except in a few cases, was lower than the maximum level of users' expectations in the society with the limit of trust from 2.86 to 3.11, it ranks second among other components. the greatest level of satisfaction in this component is related to item 20 (the existence of a website for quick access to the required information), which has the greatest gap in the limit of the sufficiency for item 21 (the presence of contemporary and sufficient equipment for easy access to the required information in the library, such as a sufficient number of computers) (for example, in finding the location of needed information).the services received by users in the library as a place component (expressing the physical environment of library) show that the library has not even been able to meet the minimum expectations of its users. among other components of libqual, this component also has the lowest level of received services compared to the minimum expectations of users. it was ranked third in the community with a confidence level from 2.52 to 2.79. the most significant gap in the limit of the sufficiency of this component is related to item 11 (the comfort and attractiveness of overall library space).discussion: the level of services received by library users in the service effect component is at the level of minimum expectations which does not have a significant difference from that at the community level, but the services received by users in the library as a place component has a significant difference with the minimum, and maximum expectations of users in society and the most significant gap in the level of sufficiency is seen in this component.