Using LibQUAL Model for Improving the Level of Students’ Satisfaction from Quality of Services in Academic Libraries: A Case Study in North Khorasan Province, Iran

Ali Akbar Pourahmad (), Mehdi Neshat () and Mohammad Reza Hasani ()
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Ali Akbar Pourahmad: Department of Knowledge and Information Science, College of Human Science, Shirvan Branch, Islamic Azad University, Shirvan, Iran
Mehdi Neshat: #x2020;Department of Computer Science, College of Software Engineering, Shirvan Branch, Islamic Azad University, Shirvan, Iran
Mohammad Reza Hasani: Department of Knowledge and Information Science, College of Human Science, Shirvan Branch, Islamic Azad University, Shirvan, Iran

Journal of Information & Knowledge Management (JIKM), 2016, vol. 15, issue 01, 1-12

Abstract: The most important aim of the research is to evaluate and analyse the quality level of services of four different university libraries which are located in the North Khorasan province in Iran. The statistical populations included various students from different branches and they were chosen as samples. For collecting data, the survey method was applied; meanwhile, data collection tool, specific questionnaire were used since that each of the four components for quality estimation of services was calculated using LibQUAL tool. The mean total services for university libraries of North Khorasan were negative in terms of service fitness gap, which means that libraries were not capable of satisfying the minimum anticipation of their users. Interestingly, for all library services, gap was negative too. In other words, libraries are far from rewarding the expectations of students associated with the most desirable (maximum) level of services.

Keywords: Services quality; LibQUAL model; measurement of library services; academic libraries (search for similar items in EconPapers)
Date: 2016
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DOI: 10.1142/S0219649216500118

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