Understanding perceived service quality and satisfaction

Abstract

Purpose The study measures perceived service quality (PSQ) associated with user satisfaction of Dhaka University Library (DUL). To identify the service quality users’ needs and expectations were initially identified. Users’ perceptions of current services were also identified, from which current perceived service performance was identified. Design/methodology/approach A modified SERVQUAL instrument was used to survey DUL users. User responses for minimum, expected, and perceived services were calculated. A gap analysis was done to measure the PSQ that reveals two types of service gaps, i.e. positive gap provides quality services, and negative gap indicates the service shortfall. Users’ satisfaction level was also identified. In both cases (assessment of PSQ and satisfaction), “ME” (minimum service level) was used as common comparison standard. Findings The outcome of the study shows that “library hours” is the only service item which got the exclusive acceptance and ensured optimum satisfaction of the users, while other items fall short of meeting the user's need. Research limitations/implications The present study only identified different problematic areas of DU library services. Originality/value Very few attempts have been made to measure the service quality offered by Dhaka University library in Bangladesh. It is hoped that this study will trigger more research on understanding perceived service quality and satisfaction.

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