Assessing University Students’ Satisfaction with Web-Based Library Services Based on SERVQUAL Model: A Case of a Pakistani University-Reference-Cited by-同舟云学术

Assessing University Students’ Satisfaction with Web-Based Library Services Based on SERVQUAL Model: A Case of a Pakistani University

Published:2023-05-18 Issue:2 Volume:73 Page:153-165
ISSN:0024-2667
Container-title:Libri
language:en
Short-container-title:

Author:

Butt Kiran¹,Arif Muhammad²^ORCID,Rafiq Muhammad³

Affiliation:

1. Library & Information Sciences , Allama Iqbal Open University , Butt House Sargodha Road Muhallah Rasheedia Chiniot , Chiniot , 35400 , Pakistan

2. Department of Library and Information Science , Allama Iqbal Open University , Islamabad, Pakistan, H-8 , Islamabad , 5400 , Pakistan

3. Information Management , University of the Punjab Quaid-i-Azam Campus , Lahore , Pakistan

Abstract

AbstractThe aim of this study was to evaluate the service quality of Pakistani university libraries in the context of the user satisfaction. A quantitative survey was conducted to collect data from postgraduate students. The multi-dimensional modified SERVQUAL structured questionnaire consisting of 23 statements was used as a data collection instrument. The results revealed that users were satisfied with the “Empathy” dimension, showing that users were satisfied with the behavior of library staff and the friendly environment between the users and the library personnel. However, there was a gap in the expected service quality and perceived service quality in the four dimensions of SERVQUAL (“Tangible,” “Reliability,” “Responsiveness,” and “Assurance”). The findings of the study would support university library professionals to improve web-based library services. The study would be a useful addition to the body of knowledge.

Publisher

Walter de Gruyter GmbH

Subject

Library and Information Sciences

Link

https://www.degruyter.com/document/doi/10.1515/libri-2022-0050/pdf

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