Library performance evaluation in a dynamic environment using patron satisfaction
| Pages | 374-390 |
| DOI | https://doi.org/10.1108/EL-02-2015-0022 |
| Published date | 03 April 2017 |
| Date | 03 April 2017 |
| Author | Yahia Zare Mehrjerdi |
| Subject Matter | Information & knowledge management,Information & communications technology,Internet |
Library performance evaluation
in a dynamic environment using
patron satisfaction
Yahia Zare Mehrjerdi
Industrial Engineering Department, Yazd University, Yazed,
Islamic Republic of Iran
Abstract
Purpose –The purpose of this paper is to propose a new model for studying the patron’s satisfaction level
over time for library systems. For this purpose, it is necessary to identify the key factors that are inuential in
nature. Thereafter, this paper explains and shows the procedure used for developing the causal loop diagram,
the ow diagram, mathematical modelling and the simulation of the problem. A sample problem is used to
show the applicability of the proposed model. Because the proposed methodology allows management to look
into the patrons’ satisfaction level over time, it makes a signicant contribution to the literature of the library
and information management, as well as dynamic simulation modelling.
Design/methodology/approach –This paper is written based on the studies and observations from
scientic journals and reports. For model development purposes, the author has used the concept of systems
thinking and systems dynamics to model the complex systems and simulate that using Vensim computer
simulation software.
Findings –As the trend of patron’s satisfaction shows, it is possible to improve the satisfaction level over
time to a level above 60 per cent from 48 per cent over the simulation running periods. Meanwhile, the level of
donation is up from 10 to 40 per cent in the same period as the satisfaction level has been studied. Because this
is the rst paper that looks into such important variables over time using systems dynamics, it makes
signicant contribution to the eld of library and information management.
Originality/value –In almost all library models for patron’s satisfaction calculation, the proposed models
are static and can nd this value for a point of time rather than over a long period of time. In this paper, a
system with an initial value of patron’s satisfaction level was used, and by taking all key factors into
consideration, the author has developed a system that calculates patron’s satisfaction trend over time. Also,
the proposed dynamic model is able to determine the level of donations that patrons can make to the library
over time.
Keywords Customer satisfaction, Systems dynamics, Library performance
Paper type Research paper
Introduction
The main goal of university libraries and information centres is responding to the needs of
their patrons. When centres have a clear understanding of user needs, as well as the materials
and the resources needed, then administrators are able to make accurate and timely decisions
without spending unnecessary resources. One of the most important tasks of each university
library is to keep in contact with their patrons to make sure their needs are met. Paying
attention to the needs of users is regarded as a signicant factor in high-informatics systems.
Services are the major differentiator and the source of competitive advantage for natural
growth in today’s global economy. Companies that understand the implication of service
quality listen to the voices of their customers by making new products and providing
enhanced services. Prot-making organizations, as well as not-for-prot organizations, need
to care about their customers and what they are saying. The fall of stock market values, high
The current issue and full text archive of this journal is available on Emerald Insight at:
www.emeraldinsight.com/0264-0473.htm
EL
35,2
374
Received 1 February 2015
Revised 6 August 2015
20 November 2015
25 March 2016
Accepted 2 July 2016
TheElectronic Library
Vol.35 No. 2, 2017
pp.374-390
©Emerald Publishing Limited
0264-0473
DOI 10.1108/EL-02-2015-0022
employee turnover, empty seats in theatres and untouched books in libraries are all good
indications that customers are not really satised with the types of products and services
they are receiving (Mehrjerdi, 2013).
Today, many scientic libraries around the world are charged with better management of
resources and offering improved services to their patrons, as well as determining how to
enhance the performance level of their organization. University libraries, as they have a
central role in the expansion of science and knowledge, often try much harder to improve
their service skills for their clients.
Assessment is the only tool for measuring the performance of a system and its capabilities
and assuring that it is being used optimally. This kind of work is very important both for the
management of the organization and for the users of the services. Oloomi (2000) indicated
that:
[…] the main reason for assessing the performance of the library is reaching to the optimal goal that
is satisfying customers all the time and the enhancement of the efciency and effectiveness of the
library’s operations.
Mirghafouri and Malei (2006a) offered the following reasons why evaluating service quality
is important:
• Information gathering for better decision-making.
• Reviewing either the overall service quality or planning for progress.
• Determining the level of difculty of possible solution amount.
• Recognizing different or opposite needs of different user groups.
• User participation in management.
Thus, user input supplies a base point for more progress and guidance. To enhance the academic
library service quality, appropriate measuring tools for that purpose, from the clients’ point of
view, have been designed and developed by researchers. Among the proposed tools, the
LIBQUAL model is one of the most well-known models. Waller et al. (2003) noted that LIBQUAL
identied most of the important elements in service quality and offered information about
existing gaps between expectations and perceptions of patrons.
A number of researchers have evaluated library service quality as an essential element to
enhance knowledge and research, including Hassanzadeh et al. (2010) and Mirghafouri and
Malei (2006b).Nagata et al. (2003) completed a study on the Thammasat University library’s
service quality and reported that the collection was insufcient and outdated, and that this
was the main problem concerning the performance of the library. Budd and Dicarlo (1978)
conducted several studies at the university libraries of Northeast Louisiana and
Southeastern Louisiana universities to determine the level of satisfaction of students and
professors on libraries services. The results indicated that students were not satised with
the libraries’ environment, temperatures in summer and winter and the noise level.
Professors were overall satised with collections and services.
User satisfaction is regarded as one of the most important measures of information systems
success. There has been considerable research devoted to establishing a standard user
satisfaction instrument since the 1980s (Xiao and Dasgupta, 2002). Table I lists some of the most
important studies conducted on satisfaction by various researchers in library science and
information systems. Authors have been concerned with the satisfaction of patrons who are
mostly students, university research staff and faculty members. User satisfaction as a measure of
system performance is the topic of an article by Grifths et al. (2007). They pointed out that user
satisfaction is a multidimensional, subjective variable which can be affected by many factors
375
Library
performance
evaluation
To continue reading
Request your trial