Davoud Haseli, Akram Taghipour, Mohammad Reza Esmaili Givi, Reza Akbarnejad,
Volume 7, Issue 4 (3-2021)
Abstract
Purpose: The purpose is to classify the components of SERVQUAL services quality in public libraries based on Kano's customer satisfaction model, prioritize them based on the Asymmetric Impact-Performance Analysis and, determining the classification of SERVQUAL components according to users’ groups.
Methodology: This is an applied descriptive survey. Population included active members aged 15 and older in the five public libraries of Qaemshahr, Iran. Stratified random sampling was used. Instruments included customer satisfaction and SERVQUAL questionnaires. Multiple regression analysis conducted, creating two Dummy Variables of penalty and reward. SERVQUAL components were classified into three groups of: Basic, performance and excitement services. Asymmetric Impact-Performance Analysis on overall users’ satisfaction was calculated.
Findings: Shows that accountability features of the group of basic services with high-performance, characteristics of responsiveness in the group of performance services with low-performance, and the three characteristics of physical dimensions with low performance, reliability and empathy, and attention with high-performance are in the group of excitement services. Prioritization features identified increasing and maintaining level of performance of: 1) responsiveness; 2) physical dimension; 3) responsibility; 4) reliability; and 5) empathy and attention. Moreover, demographic features exhibited that women were more satisfied. Age, education, and history of using the library has increased users' satisfaction. With the surge of the level of users' satisfaction with the physical dimensions and reliability has increased then the level of satisfaction with empathy and attention has decreased.
Conclusion: This study was first to enter the literature of nonlinear analysis of users' satisfaction by Kano's model and Asymmetric Impact-Performance Analysis measuring service quality of public libraries. Nonlinear analysis enabled the determination of priority of actions based on positive/negative performance compared to linear regression coefficient. Also, disclosed the variation of level of satisfaction of diverse groups of users in terms of gender, age, education and history of use.
Dr Davoud Haseli, Miss Somayeh Ghavidel, Dr Nosrat Riahinia,
Volume 8, Issue 1 (5-2021)
Abstract
Background: The performance and collaboration of universities could be measured through scientific publications and scientometrics indicators. The purpose is to describe state of scientific publications at Kharazmi University and determine the important players of the Co-authorship networks at this University in three levels: Researchers, organizations and countries - in the web of science from 1994 to 2020.
Method: This is a scientometrics study. Kharazmi University’s’ 4734 records from Web of Science both text and Excel format had been extracted. Data visualization was performed using VOSviewer and the GunnMap.
Finding: Results showed that Kharazmi University publications have received an average of 10.68 citations with H-index of 75. The five first subject areas are engineering, chemistry, physics, mathematics, and computer science. For scientific co-authorship among Iranian organizations, Islamic Azad, Tehran, Tarbiat Modares Universities; among foreign organizations, Putra University, Malaysia, California and Montreal; Among countries, United States, Canada and the United Kingdom are ranked first to third. Vatanpour, Majlesara Jahromi, and Divsalar are the top three researcher. Vatanpour is most effective researcher quantitatively and qualitatively. Fields of chemistry (organic and polymer / decomposition and application), biology, industrial engineering and engineering make main authors' of co-authorship network. Main players in the organization network are Iranian organizations, and more in Tehran. Although Kharazmi University cooperation with other countries is not acceptable, but the drawing of the co-authorship network of countries shows that cooperation is developing at the international level. Also, scientific co-authorship with Iranian organizations, especially foreign organizations, has increased the citation of Kharazmi University publication.
Conclusion: Kharazmi University publications had been growing significantly on the web of science database in recent years in term of quantity and quality. More scientific teamwork is suggested for Kharazmi University at the international level. Also, publication of topmost thesis and dissertations on the Web of Science should be considered.
