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Yu, L.; Hong, Q.; Gu, S.; Wang, Y.: ¬An epistemological critique of gap theory based library assessment : the case of SERVQUAL (2008)
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- Abstract
- Purpose - The purpose of this paper is twofold: first, to investigate the epistemological underpinning of SERVQUAL and its limitations; and second, to propose ways to enhance the utility of SERVQUAL as a library assessment tool. Design/methodology/approach - The study first conceptualises quality judgment as a knowing process and locates the epistemological stance of SERVQUAL within the general framework of epistemology demarcation; it then examines related SERVQUAL assumptions and their implications for library assessment in general and for service quality assessment in particular based on two empirical investigations: a questionnaire survey and an interview survey. The questionnaire survey applies the SERVQUAL instrument to three Chinese university libraries, with a view to examining the SERVQUAL score in light of epistemological considerations; the interview survey interviews 50 faculty users in one of the three universities with a view to illuminating the naturalistic process through which users develop their judgement of the library's service quality and through which the SERVQUAL score is formed. Findings - The study shows that the actual SERVQUAL score is distributed in a very scattered manner in all three libraries, and that it is formed through a very complex process rooted primarily in the user's personal experiences with the library, which are in turn shaped by factors from both the library world and the user's life-world. Based on these findings, this research questions a number of SERVQUAL assumptions and proposes three concepts which may help to contextualise the SERVQUAL score and enhance its utility in actual library assessment: library planning based variance of user perception, perception-dependent user expectation and library-sophistication based user differentiation. Originality/value - The research presented in the paper questions a number of SERVQUAL assumptions and proposes three concepts that may help to contextualise the SERVQUAL score and enhance its utility in actual library assessment.
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Zhang, C.; Liu, X.; Xu, Y.(C.); Wang, Y.: Quality-structure index : a new metric to measure scientific journal influence (2011)
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- Abstract
- An innovative model to measure the influence among scientific journals is developed in this study. This model is based on the path analysis of a journal citation network, and its output is a journal influence matrix that describes the directed influence among all journals. Based on this model, an index of journals' overall influence, the quality-structure index (QSI), is derived. Journal ranking based on QSI has the advantage of accounting for both intrinsic journal quality and the structural position of a journal in a citation network. The QSI also integrates the characteristics of two prevailing streams of journal-assessment measures: those based on bibliometric statistics to approximate intrinsic journal quality, such as the Journal Impact Factor, and those using a journal's structural position based on the PageRank-type of algorithm, such as the Eigenfactor score. Empirical results support our finding that the new index is significantly closer to scholars' subjective perception of journal influence than are the two aforementioned measures. In addition, the journal influence matrix offers a new way to measure two-way influences between any two academic journals, hence establishing a theoretical basis for future scientometrics studies to investigate the knowledge flow within and across research disciplines.
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Wang, Y.; Lee, J.-S.; Choi, I.-C.: Indexing by Latent Dirichlet Allocation and an Ensemble Model (2016)
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- Date
- 12. 6.2016 21:39:22
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Wang, Y.; Shah, C.: Investigating failures in information seeking episodes (2017)
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- Date
- 20. 1.2015 18:30:22
