Volume 30, Issue 1 (3-2024)
Research on Information Science and Public Libraries 2024, 30(1): 48-65 |
Back to browse issues page
Download citation:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:
Karimi R, Asadzadehbaghi M. A Meta-Analysis of Studies on Quality Assessment of Public Libraries Using the LibQUAL Model. Research on Information Science and Public Libraries 2024; 30 (1) :48-65
URL: http://publij.ir/article-1-2474-en.html
URL: http://publij.ir/article-1-2474-en.html
Associate Prof., Department of Knowledge and Information Science, Qom University, Qom, Iran , karimi@qom.ac.ir
Abstract: (3134 Views)
Purpose: Given the importance of assessing the quality of public libraries and their different services, this study aimed to comprehensively review the existing research in this field and present the findings in the form of a meta-analysis. The primary goal of this meta-analysis was to combine and compare the results of studies conducted on public libraries using the LibQUAL model through statistical meta-analysis methods to achieve applicable and cohesive results.
Methodology: This research employed a library-based data collection approach and a meta-analysis technique for data analysis. The statistical population of this study included studies conducted on public libraries using the LibQUAL model from 2009 to 2020. A total of 25 articles and theses available in scientific databases were selected, and after evaluation based on inclusion criteria, 17 studies with a defined population, sample size, sampling method, and usage of the LibQUAL model were analyzed. Data collection tools included relevant studies and a meta-analysis coding form. Comprehensive Meta-Analysis Software (CMA 2) was used for calculating coefficients.
Findings: According to the funnel plot and Begg and Mazumdar's rank correlation method, there was no publication bias in the reviewed studies. Additionally, the Q index for six research variables and overall I2 statistic indicators indicated that the studies are heterogeneous. The adjusted standardized difference between the maximum and received mean effect sizes, considering the random model, showed large effect sizes and negative differences of -1.13 in the service effect at maximum, medium effect size and positive difference of +0.66 in the service effect at minimum, large effect size and negative difference of -2.2 in information access at maximum, large effect size and negative difference of -0.14 in information access at minimum, large effect size and negative difference of -2 in the library as a place at maximum, and large effect size and negative difference of -0.02 in the library as a place at minimum. Overall, the total maximum effect size was large with a negative difference of -1.77, and the total minimum effect size was large with a positive difference of +0.16.
Originality/Value: The results indicate that public libraries, except in the minimum service variable, perform poorly in all variables and fail to meet the minimum expectations of public library users. They do not offer satisfactory and ideal services in almost all dimensions. Additionally, given the substantial sample size and low error rate in studies on these three variables according to Cohen's d index, the findings of research on public libraries using the LibQUAL tool can be considered highly reliable. It is suggested that public library institutions focus more on information and communication technologies and related equipment to facilitate access, create websites, provide printed journals and electronic resources and meet user needs to achieve the highest level of user satisfaction.
Methodology: This research employed a library-based data collection approach and a meta-analysis technique for data analysis. The statistical population of this study included studies conducted on public libraries using the LibQUAL model from 2009 to 2020. A total of 25 articles and theses available in scientific databases were selected, and after evaluation based on inclusion criteria, 17 studies with a defined population, sample size, sampling method, and usage of the LibQUAL model were analyzed. Data collection tools included relevant studies and a meta-analysis coding form. Comprehensive Meta-Analysis Software (CMA 2) was used for calculating coefficients.
Findings: According to the funnel plot and Begg and Mazumdar's rank correlation method, there was no publication bias in the reviewed studies. Additionally, the Q index for six research variables and overall I2 statistic indicators indicated that the studies are heterogeneous. The adjusted standardized difference between the maximum and received mean effect sizes, considering the random model, showed large effect sizes and negative differences of -1.13 in the service effect at maximum, medium effect size and positive difference of +0.66 in the service effect at minimum, large effect size and negative difference of -2.2 in information access at maximum, large effect size and negative difference of -0.14 in information access at minimum, large effect size and negative difference of -2 in the library as a place at maximum, and large effect size and negative difference of -0.02 in the library as a place at minimum. Overall, the total maximum effect size was large with a negative difference of -1.77, and the total minimum effect size was large with a positive difference of +0.16.
Originality/Value: The results indicate that public libraries, except in the minimum service variable, perform poorly in all variables and fail to meet the minimum expectations of public library users. They do not offer satisfactory and ideal services in almost all dimensions. Additionally, given the substantial sample size and low error rate in studies on these three variables according to Cohen's d index, the findings of research on public libraries using the LibQUAL tool can be considered highly reliable. It is suggested that public library institutions focus more on information and communication technologies and related equipment to facilitate access, create websites, provide printed journals and electronic resources and meet user needs to achieve the highest level of user satisfaction.
Type of Study: quantitative |
Subject:
Management and Evaluation of Libraries
Received: 2023/05/27 | Accepted: 2023/09/7 | Published: 2024/03/29
Received: 2023/05/27 | Accepted: 2023/09/7 | Published: 2024/03/29
References
1. Ansari, A., Famil Rouhani, A.A. & Moradi, M. (2015). Evaluation of the quality of public library services in Hamadan city based on the LibQUAL model. Journal of Library and Information Science, 9(34), 7-18. (in Persian)
2. Anzures‐Cabrera, J. & Higgins, J. P. (2010). Graphical displays for meta‐analysis: an overview with suggestions for practice. Research Synthesis Methods, 1(1), 66-80. [DOI:10.1002/jrsm.6]
3. Arachchige, J. J. G. (2022). Importance-satisfaction analysis of LibQUAL service quality attributes in the Sri Lankan context. New Library World, 110(1/2), 37-51.
4. Ashcroft, L., Farrow, J. & Watts, C. (2007). Public libraries and adult learners. Library Management, 28, 125-138. [DOI:10.1108/01435120710727974]
5. Bazrkar, L. & Nazari, F. (2018). Assessing the satisfaction of active members of Central Library of Khuzestan Province in the quality of services by using Kano-LibQUAL Model. Knowledge Retrieval and Semantic Systems, 4(13), 51-84. [DOI:10.22054/jks.2017.23271.1139 (in Persian)]
6. Bernstein, H. M., Pollock, B. H., Calhoun, D. A. & Christensen, R. D. (2001). Administration of recombinant granulocyte colony-stimulating factor to neonates with septicemia: a meta-analysis. Journal of Pediatrics, 138(6), 917-920. [DOI:10.1067/mpd.2001.114014]
7. Callinan, J. E. (2005). Information-seeking behaviour of undergraduate biology students: A comparative analysis of first year and final year students in University College Dublin. Library Review, 54, 86-99. [DOI:10.1108/00242530510583039]
8. Casey, M. E. & Savastinuk, L. C. (2006). Service for the next-generation library. Library Journal, 131, 40-42.
9. Chen, C.-F. & Chen, F.S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism Management, 31, 29-35. [DOI:10.1016/j.tourman.2009.02.008]
10. Cook, C. & Heath, F. M. (2001). Users' perceptions of library service quality: A LibQUALt qualitative Study. Library Trends, 49(4), 546-584.
11. Cook, C., Heath, F., Thompson, B., Davis, M., Kyrillidou, M. & Roebuck, G. (2016), ARL Notebook, Association of Research Libraries, Washington, DC.
12. Egger, M., Smith, G. D. and Altman, D. G. (2001). Systematic Reviews in Health Care Meta-analysis in Context. BMJ Publishing Group. [DOI:10.1002/9780470693926]
13. Ghiyathvand, A & Dehghaniyan, P (2013). Evaluation of the quality of public library services affiliated to Tehran Municipality. Library and Information Science, 15(1), 285-308. (in Persian)
14. Harris, S., Folkes, C., Tyrell, K. & Brown, D. (2020). Nurturing customer service culture in an experience economy: employees' assessment of the UWI, Mona library service model. Library Management, 41(4/5), 193-220. [DOI:10.1108/LM-05-2020-0080]
15. Heath, C. F., & Cook, C. (2001). Users' perceptions of library service quality: a LibQUALt qualitative study. Library Trends, 49(4), 548-583.
16. Heath, F. M., Thompson, B., Cook, C., & Thompson, R. L. (2002). ARL index and other validity correlates of LibQUALþ[TM] scores. Portal: Libraries and the Academy, 2(1), 21-42. [DOI:10.1353/pla.2002.0017]
17. Hernon, P. & Nitecki, D. A. (2001). Service quality: A concept not fully explored. Library Trends, 49(4): 687-708.
18. Higgins, J. P. T., & Thompson, S. G. (2003). Altman DG. Measuring inconsistency in meta-analyses. British Medical Journal, 27(3), 557-560. [DOI:10.1136/bmj.327.7414.557]
19. Homan, H. A. (2016). A Practical Guide to Meta-synthesis in Scientific Research. Tehran: Samt. (in Persian)
20. Iran Public Libraries Foundation (2010). Explaining the Components of the Vision of the Iran Public Libraries Foundation in the Horizon of Iran 1404. Tehran: Iran Public Libraries Foundation. (in Persian)
21. Isfandyari-Moghaddam, A., Razmi shendi, M. & Norouzi, Y. (2013). Study of history of researches about LibQUAL model in Iran. Academic Librarianship and Information Research, 47(2), 191-208. [DOI:10.22059/jlib.2013.36419 (in Persian)]
22. Khoshouee, S. & Mirhosseini, Z. (2016). Gap analysis of services in public libraries under the auspices of Tehran Public Libraries Foundation in 2016. Digital and Smart Libraries Researches, 3(1), 77-86. (in Persian)
23. Masroor Alinoudehi, M. & Asalemnejad Gilevayi, M. (2021). Assessment of the quality of services in public libraries in Sistan region of Sistan and Baluchestan province using LIBQUAL model. Sciences and Techniques of Information Management, 7(2), 199-226. [DOI:10.22091/stim.2020.5880.1429 (in Persian)]
24. Matlabi, D., & Khanaliloo, R. (2019). An assessment of the quality of services in public libraries based on the users' perspective: A case study of the public libraries in West Azerbaijan province. Research on Information Science and Public Libraries, 25(4), 579-596
25. McCaffrey, C. (2019). Transforming the university library one step at a time: A ten year LibQUAL+ review. New Review of Academic Librarianship, 25(1), 59-75. [DOI:10.1080/13614533.2018.1511438]
26. Mirfakhraddiny, S. H., Tahari Mehrjardi, M. H., & Zareei Mahmod Abadi, M. (2013). Prioritizing factors affecting improvement of quality of library services based on attributes of Libqual model through MADM approach. Research on Information Science and Public Libraries, 18(4), 463-492. (in Persian)
27. Moazam, S., Hassanzadeh, M. & Shapoori, S. (2012). Evaluation of the Quality of Public Library Services in Ramsar and Tonekabon Using the LibQUAL Tool. Tehran: Jahad Daneshgahi Publications. (in Persian)
28. Mohammadi Beigi, F. (2008). Quality Assessment of Public Libraries Affiliated to the National Library and Archives of Iran in Qazvin City Using the LibQual Tool (Master's thesis). Tarbiat Modarres University, Faculty of Humanities. (in Persian)
29. Mohammadi, E. (2014). The Quality of Public Library Services in Kurdistan Province Using the LibQUAL Tool (Master's thesis). Allameh Tabataba'i University, Tehran, Iran. (in Persian)
30. Mohammadi, H. (2011). Evaluation of Service Quality in the Tehran City Park Public Library Using the LibQUAL+ Model. Master's thesis, Allameh Tabataba'i University, Faculty of Psychology and Educational Sciences. (in Persian)
31. Mosavi, A. & Kaviani, H. (2018). Meta-analysis of the effectiveness of distance education in higher Education learning-teaching activities. Technology of Education Journal (TEJ), 13(1), 63-73. [DOI:10.22061/jte.2018.3054.1776 (in Persian)]
32. Neshat, N. & Dehghani, M. (2011). Correspondence of user expectations with staff presumptions regarding the quality of services offered at [Iranian] National Library. Journal of Academic Librarianship and Information Research, 45(2), 97-118.
33. Norouzi, Y., & Nesari, M. D. (2015). An assessment of the quality of services in public libraries using the gap analysis model based on the users' perspection: A case study of public libraries located in Tabriz city. Research on Information Science and Public Libraries, 20(4), 685-707. (in Persian)
34. Oh, D. G. (2020). Beyond providing information: An analysis on the perceived service quality, satisfaction, and loyalty of public library customers. Libri, 70(4), 345-359. [DOI:10.1515/libri-2020-0006]
35. Pirmohammadi, S. & Sharif Moghaddam, H. (2013). Evaluation of the quality of public library services in Kerman city using gap analysis. Paper presented at the National Conference on Library and People, September 17-18, Mashhad, Iran. (in Persian)
36. Ramezani, A., Ghazimirsaeed, S. J., Azadeh, F., Bandboni, M. E. & YektaKooshali, M. H. (2018). A meta-analysis of service quality of Iranian university libraries based on the LibQUAL model. Performance Measurement and Metrics, 19(3), 186-202. [DOI:10.1108/PMM-05-2017-0014]
37. Rowley, J. (2005). Making sense of the quality maze: Perspectives for public and academic libraries. Library Management, 26, 508-518. [DOI:10.1108/01435120510631792]
38. Safian Boldaji, R (2010). Evaluation of the Quality of Public Library Services in Chaharmahal and Bakhtiari Province Using the LibQual Tool (Master's thesis). Allameh Tabataba'i University, Faculty of Psychology and Educational Sciences. (in Persian)
39. Tafreshi, S. & Molavi, M. (2013). Comparison of the viewpoints of the users and the librarians of Tehran public libraries attached to the foundation of public libraries about the quality of the services. Journal of Library and Information Science, 16(5), 19-30. (in Persian)
40. Tan, T. S., Chen, T. L. & Yang, P. H. (2017). User satisfaction and loyalty in a public library setting. Social Behavior and Personality: an International Journal, 45(5), 741-756. [DOI:10.2224/sbp.5999]
41. Thompson, B., Cook, C. & Heath, F. M. (2001). How many dimensions does it take to measure users' perceptions of libraries?: A LibQUAL+ study. Portal: Libraries and the Academy, 1(2), 129-138. [DOI:10.1353/pla.2001.0030]
42. Thompson, B., Cook, C. & Kyrillidou, M. (2005). Concurrent validity of LibQUAL plus (TM) scores: What do LibQUAL plus (TM) scores measure? Journal of Academic Librarianship, 31(6), 517-522. [DOI:10.1016/j.acalib.2005.08.002]
43. Thompson, B., Kyrillidou, M. & Cook, C. (2008). Library users' service desires: To LibQUAL study. Library Quarterly, 78(1), 1-18. [DOI:10.1086/523907]
44. Vaidya, P., Malik, B. A. & Ali, P. N. (2022). Unveiling the research pattern and trends in library service quality studies: A meta-narrative review. Journal of Librarianship and Information Science, 54(4), 719-736. [DOI:10.1177/09610006211042928]
45. Weinstein, A. T. & McFarlane, D. A. (2017). How libraries can enhance customer service by implementing a customer value mindset. International Journal of Nonprofit and Voluntary Sector Marketing, 22(1), e1571. [DOI:10.1002/nvsm.1571]
46. Zaahedi, F. & Shiruyezadeh, H. (2014). Measuring service quality in public libraries affiliated to Isfahan Municipality. In Proceedings of the 2nd National Conference on Industrial Engineering and Systems, Isfahan, Iran. (in Persian)
47. Ziaei, S. & Ranjgar Korjan, F. (2016). Assessment of services quality in Tabriz Central Library from the users point of view based on LibQUAL model. Digital and Smart Libraries Researches, 3(3), 75-84. (in Persian)
Send email to the article author
| Rights and permissions | |
 |
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License. |
