Quantitative representation of school library service quality in Yogyakarta: evaluation using Libqual +Tm method

Abstract

PurposeThe purpose was to measure the service quality of school library in Yogyakarta based on user perceptions using the Libqual +TM method that used three dimensional indicators; affect of service, information control and library as place.Design/methodology/approachThe researcher used a quantitative method to examine the perceived scores, minimum expectations and ideal expectations given by the users, which then resulted in the average Adequency Gap (AG) and superiority gap (SG) scores. Researchers collected data through observation and distributed questionnaires to 93 respondents who were students in Yogyakarta.FindingsThe study found that (1) affect of service dimension, the user is satisfied with the librarian being very polite to the user with an AG score of 0.58 and an SG of −0.1. (2) The information control dimension shows that users are satisfied with the ease of searching for information with an AG score of 0.53 and an SG of −0.44. (3) The library as place dimension, users are satisfied with the library space which is always clean with an AG score of 0.4 and an SG of −0.13.Originality/valueThis study broadens the view regarding the evaluation of school library services using certain methods so that they can be used to improve the quality of library services.