The dimensions that construct the evaluation of service quality in academic libraries

Haruki Nagata · Yoshinori Sato · Sarah Gerrard · Päivi Kytömäki

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Customer Service Quality and Loyalty Library Science and Information Literacy Web and Library Services

Abstract

The objective of this study is to identify the dimensions that determine the customers' evaluation of service quality in academic libraries. One university library each in England and Finland and two in Japan were selected to conduct a questionnaire survey based on the GAP theory of SERVQUAL that has led discussions on the assessment of service quality in marketing theory and practice. Since the actual delivery of information as a service outcome is as important as the service process in libraries, attributes inherent to libraries were incorporated into the survey. Subjecting data obtained to exploratory and confirmatory factor analysis showed that library service quality consists of four dimensions: effect of service (personal), library as ba (place), collections and access, and effect of service (organizational), which are different from the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy.

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1984A Service Quality Model and its Marketing Implications 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1991Refinement and reassessment of the SERVQUAL scale.1970Marketing Research 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions 1992An empirical assessment of the SERVQUAL scale 1986Servqual : a multiple-item scale for measuring customer perceptions of service quality

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