DSIR Research Project Study

1. DSIR Research Project Study • I conducted a study on Impact of Technology on quality of services in technical and Management libraries in Karnataka sponsored by DSIR during 2005. the study completed in 2007 and the final report with recommendations has been submitted to Govt. the report can be downloaded from DSIR website. • In Phase-I: we collected data from Lib • In Phase-II: we collected Data from Lib. Users • In Phase-III: The data Analyzed and final report submitted to Govt.

2. Phase – II: Data collection from Lib. User • Database of library users in Karnataka and IITs/IIMs • Instrument:- Adapted SERVQUAL + LibQUAL • Sampling: Engg coll with >3 PG course + Standalone mgt. inst • Determination of sample size – around 10% of 11,000 – 1100 to 1200 responses • Online & print survey- data collection

3. Phase-II-Response Note: *the figures are given for information only and excluded from the analysis.

4. Cust exp-per-gap • Customers’ visiting pattern to the library • Customer expectations • Customer perceptions • Customer perceptions of SQ

5. Cust. Preferences of Info Sources • LibrarySelfpurInternetFriends Other lib • This pattern remains same across all users • Internet-2, SP-3 among IITs/IIMs/StateMgt and it is reverse among state tech colleges • Nature of borrowing from friends is more with State coll.

6. Preferred information sources(Data from 2400 lib. users from IITs/IIMs and Technical and Management inst in Karnataka) • Institute Library • Self Purchase • Internet • Friends • Other Library

7. Relationship –Information sources • Pil α 1/Psp, 1/Pint, 1/Pol • “As the importance attached to institute library increases, the preference attached other information sources decreases”. • Fv α Pil, and Fv α 1/Psp, 1/Pint • “Library visit is +vely related to Pil and -vely related to Psp and Pint”

8. Freq_lib visit & Factors influence • 32% daily,30% once 2-3 days,38% weekly/Occasionally • Students visit more frequently as compared to faculty members/researchers • Preference attached to lib: +ve impact on visit • Preference attached to SP& Internet : -ve impact • User’s status, age, experience, time spent in lib do impact library visit. • Satisfaction with the lib, quality of material: +ve impact • Gender and residence do not have any impact but Marital status indicate the impact.

9. Customer Expectation-High(>4.12)

10. Cust_Exp-medium(<4.12>3.6)

11. Cust_exp- least(<3.6)

12. Factor analysis-exp • Factor 1 Reliability of the services and Assurance from the library staff • Factor 2 Library’s print and electronic resources • Factor 3 Access to electronic Resources • Factor 4 computer and other equipments • Factor 5 Library building and its physical access

13. Factor 1:Reliability and Assurance

14. Factor 2 Library resources (Prn and Elec)

15. Factor 3: Access to electronic resources

16. Factor 4 Computer and other equipment

17. Factor 5 Lib. building and its physical access

18. Factors_Expectations

19. Expectation-User groups

20. Factors that influence exp • The customer’s satisfaction level, past experience, preference attached to institute library and word of mouth do have positive impact on their expectations. • The customers’ subject background, status and nature of institute do influence their expectations. • Customers’ demographic characteristics such as sex, marital status and geographical background do not have any influence on customer expectations.

21. PSQ (per-exp)

22. PSQ –II P-E

23. PSQ - III P-E

24. PSQ- factor analysis • Factor 1 Access to electronic resources • Factor 2 Staff Assurance • Factor 3 Computer and other equipments • Factor 4 Reliability of the service • Factor 5 Availability of Electronic Resources • Factor 6 Library building and print Resources

25. PSQ- among User Groups

26. Relationship PSQ…. • Psq  Osatis: Customers’ PSQ is +vely related to their overall satisfaction • Psq  1/P-E: As customer’s PSQ increases, the satisfaction level, judgement of quality of resources and services also increases. In other words, as the gap between P-E decreases, the customer satisfaction and quality assessment also increases • Ares  Psq: As the collection of print and electronic resources increases, customer’s PSQ also increases. • Psq  Wom: As customer’s PSQ increases their willingness to spread good words about their library among friends and colleagues also increases. • The +ve and significant correlations between overall ratings of key features indicate the direct and mutual relationship.

27. Library Automation Digital Library Internet Information Searching and Downloading Communication Reference Services Networking for ILL Avoiding repetitive work Pressure on Budget Improved Tech. Skills Improved CAS and SDI Improved professional status LIS Professionals Perceptions

28. Access through internet/intranet Digital Library Availability and access to e-books/ e-journals Access to Electronic Databases Access to Archives Online Access Increased print/electronic publications Instant Availability of info Speedy access to Books Diglib for Res- reports Networking (DELNET-Access) DDS by DELNET Customers’ Perception of impact of Technology - Access

29. CPITech- tech-support service • Internet • Ease of searching info • OPAC • Networking, Printers/Scanners • Reproduction facility- xerox, CD writer, Scanner • Quick Information Retrieval • Digital Camera • Wifi

30. CPITech- Library operations • Automated Book Transactions • Bar-codes • Preservation e-books • More Transparent • Speedy Inquiry process • Air-condition • UPS • Stock Management • Improved lighting

31. Relationship

32. Quality Journey…. • Quality starts within and it is self-driven • Quality has to be percolated from the top • We need to have self interest in serving our customers • It involves teamwork and leadership • Complete awareness of self products/services • Focus on understanding customer expectations • Periodic customer surveys. • Evaluation of quality of products and services by customers

33. Information Delivery Information Gathering Direct Access Technology C U S T O M E R S L I B R A R I A N Information Direct Access Technology St. Clairs model of Information Gathering and Delivery

34. Self Assessment on 10 –point scale 1-least 10-maximum • What is my personal contribution to the development of the library? • 1 2 3 4 5 …...10 • What is my contribution to the development of the organization? • 1 2 3 4 5 ……10 • How frequently our users approach me? • 1 2 3 4 5 …...10 • How easily I am accessible to our users? • 1 2 3 4 5 …...10

35. Self Assessment on 10 –point scale 1-least 10-maximum • What is my treatment to them? • 1 2 3 4 5…. 10 • To what extent I am able to solve their problem? • 1 2 3 4 5 ....10 • How is my relationship with authorities? • 1 2 3 4 5 .... 10 • How is my relationship with my library colleagues? • 1 2 3 4 5 .... 10 • What is my image in the organization? • 1 2 3 4 5 ….10

36. You can access this report • You can access the detailed report from • http://dsir.nic.in/reports/tifp/tapmi/tapmi_report.pdf • Any time you can contact me @ • manjunath@tapmi.edu.in • Manjunath_tapmi@yahoo.com • manjunathak@gmail.com • Ph: 0820-2701105 (off) /2575161(Res)

37. Last but not least…. I Thank the organisers of this refresher course my teachers in this dept and you all for giving me this opportunity to share my thoughts with you Manjunatha