..., with postgraduate students showing higher reliance on electronic journals than print materials. User expectations and service quality have been widely studied as key indicators of library effectiveness. Siregar and Syam (2024) found a significant positive relationship between digital service quality...

... customers judge quality; all other judgments are essentially irrelevant” and “service-quality perceptions stem from how well a provider performs vis-á-vis customers’ expectations about how the provider should perform” (Zeithaml et al., 1990 , p. 16). SERVQUAL is based on a gap theory, which...

...Sana Azhar; Waqar Ahmad Awan; Muhammad Shahid Soroya Purpose The purpose of this study is to examine the perceived, minimum acceptable, and desired service quality of School Libraries in terms of the Affect of Service, Information Control, and as a Place using a unique LibQUAL+® Urdu-translated...

... can interact. Further, they believe that through these tools, one can gauge the user perception and opinions about libraries. In this connection, we have utilized the Google Maps platform to unveil the user satisfaction and perceptions of service quality in NLI. To the best of our knowledge...

...Md. Jahangir Alam; Muhammad Mezbah-ul-Islam Purpose The study aims to appraise the impact of service quality dimensions on user satisfaction in Bangladeshi public university libraries using structural equation modeling (SEM). Design/methodology/approach This study developed an SEM method based...

... to survey library users' perceptions of minimum, desired and perceived levels of service quality of university libraries in Bangladesh. The survey accumulated a total of 544 valid responses over a period of two weeks. The means and standard deviations for each service item were computed for the three...

... The result of this study analyzes the service quality of major university libraries in Bangladesh. These findings can be used to identify the strengths and weaknesses of the library services. Originality/value LibQUAL+ has been used mostly in academic libraries in developed countries...

... to quality and professionalism. Biddy Casselden can be contacted at: b.casselden@northumbria.ac.uk 15 05 2017 30 06 2017 © Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only Professionalism Service quality Public libraries Qualitative...

... of the project. Academic libraries Service quality Library assessment Professional education Learning spaces Evaluation frameworks Higher education institutions around the world are making substantial investments in new and remodeled library spaces to meet the changing needs of learners...

...Maria Helena Vinagre; Leonor Gaspar Pinto; Paula Ochôa Purpose This paper aims to deepen the concept of service quality in digital libraries based on the analysis of the Digital Library Service Quality Model (adapted from Zeithaml, Parasuraman and Malhotra) and a multiple‐item scale (dlQUAL scale...

...Colleen Cook; Fred Heath; Bruce Thompson; Duane Webster The LibQUAL+^TM instrument derives from the Gap Theory of Service Quality, and the SERVQUAL instrument. Grounded in the constructs of discrepancy theory, the SERVQUAL protocol itself, is anchored by a singular precept: through...

... as particularly good (D’Elia and Walsh, 1983, p. 128). Recently the focus on user satisfaction has evolved into a concern with service quality, which is a more long‐term, less immediately emotional construct based on a thorough investigation of user expectations (Altman and Hernon, 1998, p. 53). Developments...

... techniques Service quality Academic libraries How have things changed as far as getting information in the past five years? We never have to go to the library [laughter and lots of paper ripping noise on audio tape] (University of Washington College of Education Faculty Focus Group 2000...

... in LibQUAL+™ is also discussed. University libraries Service quality Case studies Washington State University is a land grant institution with a main campus in Pullman and branch campuses in Richland, Spokane, and Vancouver. The eight academic colleges of the university have faculty, staff...

... around users’ needs. Conducting focus groups and measuring users’ perception of service quality with a SERVQUAL‐like instrument were part of the action plan for 2000/2001. easy to administer; yielded comparative local data over time; was part of a national pilot project; and provided...

...Gwyneth H. Crowley; Charles L. Gilreath Pencil‐and‐paper surveys can provide useful information about user perceptions of service quality in libraries, but qualitative methods must be used to gain more precise understanding of problem areas. Texas A&M University Libraries conducted focus group...

... to confirm previously identified areas that needed attention as well as areas of strength within the library. © MCB UP Limited 2002 University libraries Assessment Strategic planning Resource management Service quality Clemson University is the land grant university of the state...

.... © MCB UP Limited 2002 Library services Public libraries Customer service Service quality Perceptions rule the universe – Bene Gesserit Saying (Herbert and Anderson, 1999, p. 326). Apart from the data derived from the LibQUAL+™ project, participation in LibQUAL+™ provides...

... in Figures   1 ‐ 4 , although low, was generally representative of library users. Service quality Library services Collection management Funding In spring 2001 the University of Nebraska‐Lincoln Libraries joined 42 other college and university libraries in Phase I of the LibQUAL+™...

...Judith A. Sessions; Alex Schenck; Aaron K. Shrimplin This case study presents data generated from Miami University Libraries’ participation in LibQUAL+™ 2000‐2001, a national service quality survey for libraries. Miami’s data are analyzed through a series of questions to identify client service...