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URN etd-1002108-105450 Author Margaret Richardson Author's Email Address tiwanmargie@yahoo.com Statistics This thesis had been viewed 764 times. Download 1719 times. Department International Master of Business Administration (IMBA) Year 2008 Semester 1 Degree Master Type of Document Master's Thesis Language English Title Service Quality in an Asian Academic Library: A Qualitative Approach Date of Defense 2008-09-19 Page Count 117 Keyword Higher education Service quality Academic library Asia Taiwan LibQUAL CIT Research library Tertiary education Abstract Library information services (LIS) has undoubtedly done more for determining quality service attributes and implementing them than any other support service to academic institutions. However, the majority of the studies and the resulting changes to service quality in academic libraries have occurred in western cultures. Therefore this thesis focused on finding the aspects of service quality in an Asian academic library from the student¡¦s perspective to determine if the LibQUAL+ survey should be used in Taiwan academic libraries.
A total of 228 responses were collected. Of these responses, 114 indicated satisfaction while the other 114 indicated dissatisfaction. Totally 146 satisfied and 149 dissatisfied critical incidents emerged from the responses for a total of 295 critical incidents.
The four categories found in this study; Service, Access to Information, Personal Control and Library as Place matched those of the LibQUAL+ survey, however the definitions are slightly different and dimensions indicate that the survey should be used with caution. Occidental dimensions of service quality dimensions are influence by North American cultural values and Asian students assess service encounters along a far broader set of criteria (Begay et al., 2004; Hernon, 2001, 2003). So the survey may not cover all or even the most important dimensions of library service quality for Asian students.
Further qualitative research focused on Asian service quality dimensions for research libraries should be concluded before final decisions are made to use the LibQUAL+ survey.Advisory Committee Jeng-chung Chen - committee member
Kevin P. Hwang - committee member
Henry Wu - chair
James Stanworth - advisor
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etd-1002108-105450.pdf Date of Submission 2008-10-02 [Back to Results | New Search| Digital Thesis On-Line Authorization Form| Printed Thesis Display Authorization Form]
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