Relationship among user characteristics, expectations and perceptions of library service quality using the adapted LibQual scale
This research measured the library service quality in a brazilian higher education institution, using an adapted version of LibQual scale. The sample size is 328 respondents including institution's staff and students. The hypothesis of data normality was tested with the Kolmogorov-Smirnov and S...
| Autores: | , , , , |
|---|---|
| Formato: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2024 |
| País: | Brasil |
| Recursos: | Universidade Federal de Santa Catarina (UFSC) |
| Repositorio: | GUAL - Revista Universitária na América Latina |
| Idioma: | inglés |
| OAI Identifier: | oai:periodicos.ufsc.br:article/96049 |
| Acesso em linha: | https://periodicos.ufsc.br/index.php/gual/article/view/96049 |
| Access Level: | acceso abierto |
| Palavra-chave: | LibQual Service Quality Academic Library Higher Education Institution Qualidade de Serviço Biblioteca Acadêmica Instituição de Ensino Superior |
| Resumo: | This research measured the library service quality in a brazilian higher education institution, using an adapted version of LibQual scale. The sample size is 328 respondents including institution's staff and students. The hypothesis of data normality was tested with the Kolmogorov-Smirnov and Shapiro-Wilk tests and were rejected (p < 0.05). The software used was SPSS (version 20). Hypotheses of difference between groups were tested using the Mann-Whitney U and the Kruskal-Wallis tests. Differences in expectations and perception of quality among users of different genders are statistically significant (p < 0.05). The difference in perceived quality between users with different types of affiliation is also statistically significant (p < 0.05). Differences in expectations and perceived quality among users according to the type of previous educational institution (public or private) were not statistically significant. There are no differences among users with different frequencies of use of library services. The results found are partially in line with the literature. |
|---|