Academic journal article Library Philosophy and Practice

An Empirical Study of the Overall Satisfaction of Hospitality Students towards Library Services

Academic journal article Library Philosophy and Practice

An Empirical Study of the Overall Satisfaction of Hospitality Students towards Library Services

Article excerpt

Introduction:

Higher education is the key driver for economic growth of any country and is becoming an increasingly competitive market. Students are regarded as the customers of higher education (Thomas & Galambos, 2004), therefore, their satisfaction plays an important factor for the success of educational institutes . The more satisfied the students are with the quality of services provided by an institute, the more their chances are to attract prospect students in the long term. High satisfaction also contributes to lower attrition rates, a sturdier grit in learning, and higher motivation in pursuing additional courses (Kuo, Walker, Belland, & Schroder, 2013).

Meanwhile, Thomas and Galambos (2004) identify campus services and facilities including classrooms, computer labs, library services, academic counselling, and attitude of staff towards the students as predictors of student satisfaction. Similarly, (de Lourdes Machado, Brites, Magalhaes, & Sá, 2011) contend that an institutional climate that students perceive as supportive has the highest influence on students' satisfaction. In fact, the overall satisfaction about any institute may have a positive association with the students' perception of the services of the institute's library. In other words, the performance of libraries at institute may play an significant role in retaining students, suggesting that library managers need to pay attention on quality of the services provided at institute (Duffy et al., 2008; Saunders, 2008; Brochado, 2009). Hence, this study aims to identify the most important predictor of overall satisfaction in relation to the quality of the library service offered by an institute. To achieve this objective, the present study adopts a modified performance-only version of LibQUAL+ tool with 22 core items to measure the perceived service quality of the library service provided by the college under study. It is evident from past literature that library administrators have effectively used this tool to measure the perceived service quality of their library service ( Cristobal, 2018;Helgesen & Nesset, 2011; Karim, 2018; Killick, van Weerden, & van Weerden, 2014; Pedramnia, Modiramani, & Ghavami Ghanbarabadi, 2012; Veasna, Chun, & Nimol, 2015; Zhang, Bi, & Xiao, 2017; Ziaei & Fatema, 2018)

Literature review and hypotheses development

In order to assess and measure library service quality, LibQUAL+ was developed in 1999 as an extension of SERVQUAL by the Association of Research Libraries (http://www.arl.org), in alliance with Texas A & M University (Parasuraman, Zeithaml, & Berry, 1988). Since then, this tool has been frequently used by library administrators to measure the perceived library service quality and has been found to be a reliable and valid survey instrument. In addition, this measurement model has been tested and validated in various libraries across the world (Dole, 2002; Helgesen & Nesset, 2011; Khan, 2016; Killick, van Weerden, & van Weerden., 2014; Moon, 2007; Morales, Ladhari, Reynoso, Toro, & Sepulveda, 2011; Pedramnia et al., 2012; Sahu, 2007). Additionally, libraries have successfully used this tool to analyze the shortfall and efficiently reallocate library resources, based on customer perceptions. The three dimensions of service quality measured by LibQUAL+ are: Affect of service (AOS), Information Control (IC), and Library as a Place (LP). The AOS dimension comprises of nine items related to the human dimensions of library service: courteous, willingness to help, knowledge, helpfulness, responsiveness, and understanding the needs of students. The second dimension IC, which has eight items, is linked to student's ability to access and find data in the format of their choice independently. This dimension includes factors such as access to print and electronic resources, link to library website, access from home or hostel, and modern equipment provided to access the electronic resources of the library. …

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