... and customer satisfaction (Afthanorhan et al., 2019). However, it should be noted that LibQUAL is the brainchild of SERVQUAL (Afthanorhan et al., 2019 ; Mallya and Payini, 2016). The widespread application of SERVQUAL across various sectors – such as marketing, business, health sciences...

... The modified service quality (SERVQUAL) questionnaire was administered to SUT faculty and students. The perceived quality of service attributes was determined by comparing the perception of the actual service received with the expectation. Exploratory factor analysis (EFA) was utilized to classify the service...

... of the LibQUAL and SERVQUAL protocols, which were used as theoretical lenses and informed the development of questionnaires which were used to collect data. The target population consisted of 94 library users. Findings The study found that the library's best services, in terms of their quality...

...Waqar Ahmed; Muhammad Shahid Soroya; Ghulam Fareed Malik Purpose – The purpose of this paper is to study of services of front desk staff using SERVQUAL aims to measure the perception and expectations of the library users. The librarians, keeping in view the expectations will get an idea that how...

... to students that used the library service at least once each month. The basis of the questionnaire was a SERVQUAL model developed for academic libraries. The characteristics/quality components with fuzzy‐TOPSIS technique were prioritized to meet the requirements of students as customers of the academic...