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    Individual differences in service quality of university libraries in Bangladesh
    (International Federation of Library Associations and Institutions (IFLA), 2024) Alam, Jahangir; Matin, Wares; Begum, Bilkis
    This study measured the individual differences in the service quality of Bangladeshi university libraries by type of university, user and gender. A modified SERVQUAL (service quality) model was adopted for the academic library environment, which included 30 items under five dimensions with a 7-point Likert scale. The survey was conducted among 61 teachers, 50 researchers and 455 students from two public, two international and two private universities in Bangladesh. The individual differences in library service quality were calculated through an analysis of variance and independent sample t-test for the university, user and gender categories. The overall service quality was significantly different (p < .001) among the users of the public (M ¼ 4.02), private (M ¼ 5.08) and international (M ¼ 5.10) university libraries, as well as between male (M ¼ 4.48) and female (M ¼ 5.01) users. Several statistical methods supported the sampling adequacy, reliability and validity of the adapted model, which could be used as a basis for further assessments of library service quality by different demographic groups, both locally and globally
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    Service Quality Assessment of Eastern University Library Using SERVQUAL
    (Routledge, New York, 2020) Alam, Md Jahangir
    The major purposes of this study are to determinate the overall service performance of Eastern University Library (EUL), evaluate the impacts of service quality on user satisfaction, and to assess the differences in perceived service quality by gender categorization. The quantitative approach was applied to achieve the objectives and test the hypotheses based on primary data. A survey was conducted among 235 respondents of EUL including teachers and students using a modified SERVQUAL instrument with a seven-point Likert scale. Descriptive statistics measured the overall service quality. Five dimensions of service quality were computed through multiple regressions analysis where the five dimensions were used as independent variables and user satisfaction was applied as the dependent variable. The responses for perceived services were computed by gender through ANOVA. The Cronbach's Alpha and Bartlett's test indicated good reliability of the overall questionnaire items. Moreover, the discriminant validity, commonalities, factor analysis, multicollinearity, VIF, and KMO values supported the validity of this study. The overall service quality (5.24) achieved positive acceptance, and the overall satisfaction (5.57) ensured favorable appreciation from the users. Among thirty statements, library hours attained the exclusive recognition of the users, while existing collections formed the lowest perceived mean of fulfilling the need. The regression model was established as significant (P<0.001) and explained 56.2 percent of the variation in user satisfaction. The model revealed that the tangibles facilities (P<0.001), the responsiveness of the staff (P<0.001), and the resources (P<0.046) of the library influenced the user satisfaction but, the demeanor and reliability of the library staff did not have a significant impact. The overall service quality was a significant difference (P<0.001) between female and male users. Staff members and part-time faculty members were not included in the survey as they comprise a small proportion of the library users. Based on the findings, this study suggested four recommendations which are to emphasize procuring books based on user’s need, keep up-to date physical facilities, focus on the responsiveness of library staff for delivering services, and orient the existing services of the library to the users. An effort has been made to assess the service quality of EUL for the first time. The modification of the SERVQUAL instrument has been made cautiously as per local arrangements focusing on user perceptions that will prompt further research on continuous evaluation of library service quality and its impacts on user satisfaction.
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    Service quality assessment model for academic libraries
    (Global Knowledge, Memory and Communication (Emerald Publishing Limited), 2021) Alam, Md Jahangir
    Purpose – The purpose of this paper is to develop a service quality assessment model for academic libraries using SERVQUAL and validate the model surveying teachers, students and researchers. Design/methodology/approach – A model was developed, including 28 statements of five dimensions using the SERVQUAL instrument. It incorporated three segments, i.e. minimum service expectation, desired service expectation and actual service performance with a seven-point Likert scale. The minimum service expectation and desired service expectation appear at both ends of the tolerance zone, which represents the range of satisfactory service performance. A performance level upper tolerance zone could delight users, or service performance below the tolerance zone would cause dissatisfaction. A survey was conducted among 552 respondents from ten private university libraries of Bangladesh to validate the model. Findings – Several statistical methods like Cronbach’s alpha (0.986), Bartlett’s test (0.001), rotation sums of squared loadings (74.26) in factor analysis, item loading (0.671-0.839), commonalities (0.579-0.859), Kaiser–Meyer–Olkin value (0.971), construct reliability (0.862-0.910) and AVE value (0.510-0.660) supported reliability and validity of the model. The actual service performance of all dimensions existed within the tolerance zone of the respective dimensions. Besides, the overall service performance (5.11) resided within the tolerance zone (4.73-5.84), indicating the users were satisfied with the service provided by their libraries. Originality/value – The model was developed in the current context of university libraries, which produced appropriate results. It will prompt further research on service quality assessment in academic libraries globally. Keywords: SERVQUAL, Development, Bangladesh, Validation, University libraries, Service quality assessment model Paper type: Research paper
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    Effects of service quality on satisfaction in Eastern University Library, Bangladesh
    (IFLA Journal, 2021) Alam, Dr. Md Jahangir
    This study evaluated the effects of SERVQUAL dimensions on user satisfaction at Eastern University Library, Bangladesh. A modified SERVQUAL instrument was adapted to the local arrangements and included 30 statements under five dimensions with a seven-point Likert scale for evaluating the effects of library service quality on user satisfaction. A survey was conducted among 51 teachers and 163 undergraduate and 38 postgraduate students. The effects of five SERVQUAL dimensions were computed through multiple regression analysis, where the five dimensions were used as independent variables and user satisfaction was used as the dependent variable. The regression model was established as significant (p < 0.001) and explained the 56.9% variation in user satisfaction. The results recommended that tangible facilities (p < 0.001), staff responsiveness (p < 0.001) and the resources (p < 0.004) of the library significantly influenced user satisfaction. Several statistical methods supported the reliability and validity of the model, which will prompt further research on service quality and its impact on user satisfaction in academic libraries
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    Exploring the Relationship between Customer Loyalty and Financial Performance of Banks: Customer Open Innovation Perspective
    (Journal of Open Innovation: Technol. Mark. Complex., 2020-10-09) Rashid, Md. Harun Ur; Nurunnabi, Mohammad; Rahman, Mahfuzur; Masud, Md. Abdul Kaium
    Abstract: In the age of technology, continuous innovation is the ultimate motto of the financial sectorto attract customers. Firms in the financial sector must be innovative in terms of service quality and operational performance to obtain customer loyalty and gain financial stability. A dearth of studies on customer loyalty and financial performance of Islamic Banks motivated the authors to examine the relationship between customer loyalty and financial performance. The study also explores whether the service qualities have any impact on customer loyalty. The study uses both primary and secondary data to conclude the research objectives. A survey of 356 questionnaires was carried out among the customers of the selected Islamic banks of Bangladesh to gather information regarding customer service quality and customer loyalty, while financial performance data were attained from the annual reports. Moreover, the study follows the SERVQUAL model’s five dimensions (tangibles, empathy, assurance, reliability, and responsiveness) to determine the service quality of Bangladeshi Islamic Banks. Rigorous statistical techniques, including exploratory factor analysis, reliability testing, and regression analysis were used to investigate the hypothesis. The study empirically documents a positively significant impact of service quality (tangibles, empathy, reliability, and responsiveness) on customer loyalty, while assurance shows an insignificant relationship. Furthermore, the study does not find any significant relationship between customer loyalty and the financial performance of Bangladeshi Islamic Banks. The findings of the study profoundly denote that the financial performance of Bangladeshi Islamic Banks mostly depends on many other financial and non-financial factors, rather than customer loyalty