Kütüphanecilik sektöründe hizmet kalitesinin ölçümü ve bir üniversite kütüphanesi uygulaması

Bulgan, Uğur Kütüphanecilik sektöründe hizmet kalitesinin ölçümü ve bir üniversite kütüphanesi uygulaması., 2002 MS thesis, Beykent University (Turkey). [Thesis]

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English abstract

The importance of service quality has been growing day by day. The studies that have been under taken in this field are also increasing periodically. Increasing importance of service quality has made imperative to find on effective way to measure service quality it. The’ service sector, determining this necessity in the light of "You can not make it better unless you can measure ", it tries to measure service quality in a more effective way. In fact, there has been substantial body of research on this field. Among these studies, the most popular one is Parasuraman, Zeithaml and SERVQUAL model developed by Berry. Reduced-to-one-type-service-features of SERVQUAL, limits its applicability in measuring service quality of libraries. Nitecki and Hernon, making their researches on librarianship sector, used a SERVQUAL-based instrument they formed, to measure quality service in libraries. This thesis adapt the model developed by Nitecki and Hernon and applied it in a university library in Turkey. The questionnaire was prepared and administered to a sample of 470 users and only 237 users were eligible for assessment. The reliability of known factors was tested first and after that the quadrant and difference analysis were applied. In that way, the applicable and non-applicable features for library users were determined. The results gained were presented visually in quadrant analysis and numerically in difference analysis. Considerable differences were found between expectations and perceptions of service quality. Detailed quadrant analysis was made for different user groups of the library. This analysis showed that there are differences of expectations and perceptions between user groups. For SERVQUAL criteria, the results of the previous studies that were obtarwed from similar studies conducted in librarian for librarianship sector before, were compared to our findings. The similar and different points of this comparison were determined. Physical conditions were found to be the most important determinant of service quality for the users of Beykent University Library.determined. were The research, established a very important communication channel between library users and library management. The open-end questions on the questionnaire form and the complaints written on these forms created an opportunity to share information about the potential problems and searching for ways to solve them.

Turkish abstract

Hizmet kalitesinin önemi gün geçtikce artmaktadır. Bu alanda yapılan çalışmaların da buna paralel olarak arttığı görülmektedir.Artan önem, hizmet kalitesinin etkin şekilde ölçülmesi gerekliliğini ortaya çıkarmıştır. “Ölçemediğini daha iyi hale getiremezsin”değişinden etkilenen hizmet sektörü hizmet kalitesini daha etkin bir şekilde ölçmeye çalışmaktadır. Bu konuda birçok çalışma yapılmıştır. Çalışmalar arasında en fazla kabul göreni Parasuraman, Zeithaml ve Berry tarafından geliştirilen SERVQUAL modelidir. SERVQUAL’in tek tipe inen hizmet niteliklerinin durumu kütüphane hizmet kalitesinin ölçülmesinde uygulanabilirliliğini kısıtlamıştır. Kütüphanecilik sektörü üzerinde araştırma yapan, Nitecki ve Hernon SERVQUAL temeline bağlı olarak oluşturdukları enstrümanı kütüphanelerde hizmet kalitesini ölçmek için kullanmıştır. Bu tezde, Nitecki ve Hernon ‘un kullandığı model Türkiye’deki bir üniversite kütüphanesine uygulanarak test edilmiştir. Geliştirilen anket 470 kullanıcıya dağıtıldı ve bunlardan 237’si tatmin edici kabul edilerek değerlendirmeye alındı. Bilinen faktörlerin güvenilirliliği öncelikli olarak test edildi. Daha sonra quadrant ve fark analizi yapıldı. Böylece kütüphanenin müşteriler gözünde hangi niteliklerinin iyi, hangilerinin iyi durumda olmadığı saptandı. Elde edilen sonuçlar quadrant analizi ile görsel, fark analizi ile sayısal olarak ifade edildi. Beklenti ve algılamalar arasında istatistiksel olarak anlamlı farklar bulundu. Kütüphaneden yararlanan değişik kullanıcı grupları için ayrıntılı quadrant analizi yapıldı. Bu değerlendirme kullanıcı grupları arasındaki beklenti ve algılama değişimlerini ortaya çıkardı. SERVQUAL ölçütleri için, kütüphanecilik sektöründe daha önce yapılmış uygulamalar elde edilen verilerle karşılaştırıldı.Benzer ve farklı yönler belirlendi. Fiziksel özellikler Beykent Üniversitesi Kütüphanesi kullanıcılarının en önemli olarak belirlediği hizmet niteliğiydi. Yapılan araştırma kütüphane kullanıcıları ve kütüphane yönetimi arasında önemli bir iletişim kanalı oluşturmuştur. Anket formunda bulunan açık uçlu sorular ve anket formuna kullanıcılar tarafından eklenen şikayetler potansiyel sorunların paylaşılması için fırsat yaratmıştır.

Item type: Thesis (UNSPECIFIED)
Keywords: kütüphanecilik, üniversite kütüphaneleri, hizmet kalitesi, librarianship, university libraries, servqual
Subjects: D. Libraries as physical collections. > DD. Academic libraries.
F. Management. > FB. Marketing.
Depositing user: Ugur BULGAN
Date deposited: 23 Jun 2005
Last modified: 02 Oct 2014 12:01
URI: http://hdl.handle.net/10760/6469

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