Abstract
The objective of this study is to identify the dimensions that determine the customers' evaluation of service quality in academic libraries. One university library each in England and Finland and two in Japan were selected to conduct a questionnaire survey based on the GAP theory of SERVQUAL that has led discussions on the assessment of service quality in marketing theory and practice. Since the actual delivery of information as a service outcome is as important as the service process in libraries, attributes inherent to libraries were incorporated into the survey. Subjecting data obtained to exploratory and confirmatory factor analysis showed that library service quality consists of four dimensions: effect of service (personal), library as ba (place), collections and access, and effect of service (organizational), which are different from the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
