...Md. Jahangir Alam; Muhammad Mezbah-ul-Islam Purpose The purpose of this paper is to develop a service quality assessment model for academic libraries using SERVQUAL and validate the model surveying teachers, students and researchers. Design/methodology/approach A model was developed, including...

... students. Design/methodology/approach A modified version of the SERVQUAL questionnaire was used for data collection. The gap differences between perceived and desired services were calculated and ranked which could indicate what services meet, exceed or fall short of the users' expectations. The mean...

... university library services. Design/methodology/approach The study was carried out using a survey methodology. The survey instrument was a questionnaire adopted from a quality impact survey based on SERVQUAL dimensions. Findings Results reveal that academic staff perceive the quality of library...

... increasing the user satisfaction in the library service. The SERVQUAL instrument easily identifies service quality from the customer perspective. To measure potential gaps, Zeithaml, Parasuraman and Berry developed a 22 item questionnaire called SERVQUAL. The gaps model and its SERVQUAL instrument...