An analysis of service quality in academic libraries using LibQUAL scale. Application oriented approach, a case study in Mashhad University of Medical Sciences (MUMS) libraries

Date17 February 2012
Pages159-167
DOIhttps://doi.org/10.1108/01435121211217144
Publication Date17 February 2012
AuthorS. Pedramnia,P. Modiramani,V. Ghavami Ghanbarabadi
SubjectLibrary & information science
An analysis of service quality in
academic libraries using
LibQUAL scale
Application oriented approach, a case study in
Mashhad University of Medical Sciences
(MUMS) libraries
S. Pedramnia, P. Modiramani and V. Ghavami Ghanbarabadi
Mashhad University of Medical Sciences, Mashhad, Iran
Abstract
Purpose – The main purpose of this paper is quality assessment of services provided by the MUMS
libraries and determining member satisfaction and expectations of library services in the LibQUAL
dimensions.
Design/methodology/approach – This research used the survey method for collecting data. Library
service quality was measured by using 22 items taken directly from the 2004 version of the LibQUAL scale.
Findings – The highest average score was “Service affect” with 6.39 and the lowest score 5.75
belonged to “Library as place”. Total results emphasised the importance of librarians’ specialised
knowledge level in presenting appropriate services in circulation and reference sections. A significant
outcome, is in the “information control” dimension, and appropriate working hours; classification
system for searching and accessing to information and appropriate time for loaning resources. The
biggest gap related to updated multimedia databanks, appropriate number of computers and adequate
facilities like laptops/PCs and broadband networks for better access to subscribed electronic resources
through the MUMS central library web site.
Practical implications – The results of this study emphasise the importance of librarians’
specialised knowledge level in presenting appropriate services in circulation and reference sections as
well as identifying strengths and weaknesses of MUMS schools and hospitals libraries for improving
decisions affecting the library service quality.
Originality/value – The findings show allhighly important aspectsof the “Service affect” dimension
in academic libraries such as understanding user needs and presenting perfect service.
Keywords LibQUAL, Servicequality, Gap model, Academic libraries,
Mashhad MedicalUniversity Libraries, Service qualityassurance
Paper type Research paper
1. Introduction
Obviously, the user satisfaction depends on quality of services provided by libraries.
Ranganathan, who is a widely known philosopher in Library and Information Science,
always looked at the user as a core of all library activities and stresses:
Librarians or information professionals have always kept in their mind that, they have to
serve “Right information, to Right user at the Right time” (Das and Patra, 2008).
The current issue and full text archive of this journal is available at
www.emeraldinsight.com/0143-5124.htm
This paper was originally presented at the QQML Conference in Athens, Greece between 24-27
May 2011.
An analysis of
service quality
159
Received 25 August 2011
Accepted 15 October 2011
Library Management
Vol. 33 No. 3, 2012
pp. 159-167
qEmerald Group Publishing Limited
0143-5124
DOI 10.1108/01435121211217144

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