... importance and satisfaction using the Measuring Information Services Outcomes (“MISO”) Survey. They further analyzed responses according to first-generation status. The authors then compared mean scores and used the Wilcoxon rank-sum test to find statistical differences in perceived importance...

... exists in measurement processes of information services, as it is the first study shedding light on evaluation methods in academic libraries in Oman. © Emerald Group Publishing Limited 2012 Sultanate of Oman Academic libraries Information services Performance measures Measurement methods...

... picture of the use of e‐resources across the sector and be useful to libraries individually or in benchmarking groups in assessing their own usage. © Emerald Group Publishing Limited 2012 E‐measures Statistics Information services Electronic resources Measuring provision, spend...

...Patrick Mapulanga Purpose The purpose of this paper is to look at effects of budgeting and financing of the University of Malawi Libraries (UML) on the provision of library and information services. Design/methodology/approach A multi‐case study methodological design approach was used, coupled...

... Group Publishing Limited 2011 Customer services quality Information services Libraries LibQUAL is an assessment instrument developed by the Association of Research Libraries (in partnership with Texas A&M University Library) for measuring service quality as perceived by library...

... systematic ways. Within a service quality orientation, “only customers judge quality; all other judgments are essentially irrelevant” (Zeithaml et al.,1990). Consumer satisfaction Library users Information services Quality management Israel As in our previous RCT comparing...

... the applicability of SERVQUAL dimensionalities to library services. For example, Edwards and Browne (1995) suggested that SERVQUAL's five dimensions may not hold for information services in a university library. They noted that dimensions should also address “technological features of service”. In another study...

... and readiness assessment. Internet Information services Communication technologies Over the last decade, providing public access [1] to information and communication technologies (ICT) has been seen as an important contribution to help address digital inclusion for social and economic...

... can be contacted at: bruce‐thompson@tamu.edu © Emerald Group Publishing Limited 2009 Information services Service quality assurance Quality assessment Surveys As Rowena Cullen noted, “focusing more energy on meeting […] customers' expectations” is critical in the contemporary...

... Standardized Assessment of Information Literacy Skills tool (SAILS) at Kent State University. Lastly, another New Measures efforts is a project entitled Measuring the Impact of Networked Information Services (MINES) that was implemented among 16 Canadian research libraries members of the Ontario Council...

... robust methods need to be developed to assess performance in this new milieu. Peter Brophy can be contacted at: p.brophy@mmu.ac.uk © Company 2008 Qualitative methods Linguistics Information services Language Ethnography The question, “How good is this library service?” has...

... collection tools and guidance on how to collect data). Sharon Markless can be contacted at: sharon.markless@kcl.ac.uk © Emerald Group Publishing Limited 2008 Self assessment Higher education Libraries Information services There are two major challenges for anyone who sets out...

... --> Academic libraries Information services Public libraries School libraries Statistics United Kingdom LISU Annual Library Statistics 2006: featuring trend analysis of UK public and academic libraries 1995-2005 Claire Creaser, Sally Maynard and Sonya WhiteLibrary and Information...

... Group Publishing Limited 2006 Performance measures Libraries Information services Estonia An evaluation system of measures supports planning of resource management, operational function and service management, promotion and marketing. Measurement of library effectiveness...

... data including expenditure, service coverage, staff, stock, issues, use, statistics,and they will surely assist local authority information service directors to compare their own local data with other specific geographic areas (and English Government Office Regions) as well as the overall national data...

... Limited 2006 Sweden University libraries User studies Information services Librarians have made do with the assumption that their users' library needs will continue in eternity to focus around the library. Library cultures tend to be insular and protected by organizational structures...

... of physical facilities, equipment, personnel, and communications materials (Blixrud, 2004 , p. 4). These five were modified to four dimensions to fit the needs of the ARL libraries as follows: © Emerald Group Publishing Limited 2005 Information services Electronic media University...

... of a “seamless” information service which was bringing a wealth of hitherto undreamed informational riches to students, teachers and researchers wherever they chose physically to sit at a computer and log on. This has unquestionably been for the benefit of the library services at large. However, it has made...

... with the library through such services as digital reference. Along with these evolving forms of electronic library services, there is a need to examine our ability to engage in a multi‐faceted assessment of network‐based information services and resources that includes input/output evaluation approaches as well...

... Limited 2004 Health services Information services Quality assurance Public libraries Worldwide Web Internet The British Library Co‐operation and Partnership Programme and a consortium led by Bournemouth University funded a research study to work with public libraries to enhance access...