International Journal of Information Science and Management
Copyright © 2010 by Regional Information Center for Science and Technology
Vol 8, No 1, ISSN 1726-8125, 2010
Assessment of Service Quality at Central Library of Management and Planning Organization (MPO), Iran
M. Hassanzadeh, Ph.D., Tarbiat Modares University, I. R. of Iran, Corresponding Author: hasanzadeh@modares.ac.ir
S. Rezaei Sharifabadi, Ph.D. , Azzahra University, I. R. of Iran, email: srezaei@alzahra.ac.ir
M. Derakhshan, Ph.D.Student , Tarbiat Modares University, I. R. of Iran, email: mderakhshan@yahoo.com
Abstract
This study examines the quality of services at Iran’s Central Library of
Management and Planning Organization (MPO) from the viewpoint of its
users. The research was conducted in two phases: First, the library and its
services were compared to the Standards for Special Libraries published by
the National Library of Iran (NLI). The library was found to meet most of
the standards. Second, the quality of service provided by the library at
expected and observed levels was examined from the viewpoint of
organizational and non-organizational members using a modified version of
the SERVQUAL questionnaire. Findings showed a significant was
difference between two (expected and observed) levels, meaning that users’
expectations have not been met. The most significant difference related to “appropriate collection of information resources”. The results also showed
there was no significant difference between organizational and
non-organizational users’ opinions about the quality of services. Findings
also showed that “relevant information services” was the priority of user
groups-users emphasized the need for timely and accurate information.
There was a correlation between the rate at which the library conformed to
the national standards and users’ expectations of quality.
Keywords : Management and Planning Organization, National Library of Iran, SERVQUAL Questionnaire, Organizational Users, Non Organizational Users, Quality of Services.