Service Quality Assessment in University Libraries: The Case of Cankiri Karatekin University

Abstract

This study aims to identify critical dimensions of service quality to play a role in the success of academic libraries. The study with survey model was conducted at Cankiri Karatekin University (CAKU) in Turkey. The data used in the study were obtained through face-to-face interviews from the students of the Department of Information and Record Management (IRM) receiving service from the Library of CAKU. The survey was carried out in 2019 spring semester within the span of one month with the participation of 227 from a total IRM Department students of 396. The obtained data were analyzed by using SPSS 20 (Statistical Package for the Social Sciences) program. As a result of the analysis; It was found that the highest expectation of the IRM students is in the dimension of assurance, followed by tangibility, responsiveness, reliability and empathy dimensions respectively. According to the results of the gap analysis performed to determine whether the service quality they perceive satisfies their expectations or not, It was understood that the service quality perceived by IRM students doesn’t satisfy their expectations in any dimension.

Keywords

• Expectation and perception
• marketing of information service
• service quality
• university libraries

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