Gaps Between Users Expectations and their Perceptions on Service Quality of College Libraries of Shahid Beheshti University of Medical Sciences, A Case Study

Abstract

The purpose of the present research is to evaluate the service quality of medical college libraries of Shahid Beheshti University of Medical Sciences from the users’ perspective based on the LibQUAL+ model. Furthermore, is to make a comparison between perceived quality in terms of users’ different education level. The data were collected from 119 questionnaires which were responded by 13 college libraries' clients by administering the LibQUAL+ questionnaire in a printed format. The findings revealed that college libraries have been failed in satisfying even the minimum expectations of their users as well as could not meet the customers’ desired expectations that make them fully satisfied with the service quality. This study also revealed a wide gap between users’ perceptions and expectations of service quality. The effect of services dimension is the most satisfying dimension. Furthermore, findings showed that the relationship between education level and satisfying with the service quality is statistically significant (P<0.001). It is necessary for the university managers to pay more attention to the quality of library services equally in all the colleges included. This will lead to help libraries to meet the user’s expectations of service quality in all colleges which will lead to academic improvements.