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

Year 2021, Volume: 6 Issue: 1, 97 - 110, 31.05.2021

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.

References

  • Asogwa, B. E., Asadu, B. U., Ezema, J. U., Ugwu, C. I. ve Ugwuanyi, F. C. (2014). Use of ServQUAL in the Evaluation of Service Quality of Academic Libraries in Developing Countries. Library Philosophy and Practice (e-journal). Erişim adresi: http://digitalcommons.unl.edu/libphilprac/1158
  • Can, P. (2016). Hizmet kalitesinin SERVQUAL ölçeği ile ölçülmesi: Uşak Üniversitesi Merkez Kütüphanesi üzerine bir araştırma. Karabük Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 6 (1), 63-83.
  • Candan, B. (2020). Service Quality Assessment in University Libraries: A Case of Cankiri Karatekin University. A. Korkut ve H. Karacan (Eds.), The 10th Eurasian Conference on Language and Social Seciences (ECLSS2020b) Abstract Book: November, 20-21. (s. 139) içinde. Almaty, Kazakhstan: e-Printed. Erişim adresi: http://www.eclss.org
  • Cook, C. ve Thompson, B. (2000). Reliability and validity of SERVQUAL scores Used to evaluate perceptions of library service quality. The Journal of Academic Librarianship, 26 (4), 248-258. Erişim adresi: https://www.sciencedirect.com/science/article/abs/pii/S0099133300001142
  • Cristobal, A. S. (2018). Expectations on Library Services, Library Quality (LibQual) Dimension and Library Customer Satisfaction: Relationship to Customer Loyalty. Library Philosophy and Practice (e-journal), 1-27. https://digitalcommons.unl.edu/libphilprac/1706
  • Cronin, J. J. ve Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56 (3), 55-68. Erişim adresi: http://www.jstor.org/stable/1252296
  • Cronin, J.J. ve Taylor, S.A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurements of service quality. Journal of Marketing, 58, 125-31.
  • Cullen, R. (2001). Perspectives on user satisfaction surveys. Library Trends, 49 (4),662-686.
  • ÇAKÜ (2020a). Tarihçe. Çankırı Karatekin Üniversitesi. Erişim adresi: https://www.karatekin.edu.tr/tarihce-2815-sayfasi.karatekin
  • ÇAKÜ (2020b). Tarihçe. Çankırı Karatekin Üniversitesi Kütüphane Dokümantasyon Daire Başkanlığı. Erişim adresi: https://kutuphane.karatekin.edu.tr/tarihce-4546-sayfasi.karatekin
  • Garvin, D. A. (1983). Quality on the line. Harvard Business Review, 61 (September-October), 65-73. Erişim adresi: https://hbr.org/1983/09/quality-on-the-line
  • Gede Mahatma Yuda Bakti, I. ve Sumaedi, S. (2013). An analysis of library customer loyalty: The role of service quality and customer satisfaction, a case study in Indonesia. Library Management, 34 (6/7), 397-414. https://doi.org/10.1108/LM-05-2012-0025
  • Gliem, J. A. ve Gliem, R. R. (2003). Calculating, interpreting, and reporting Cronbach’s alpha reliability coefficient for Likert-type scales. Presented at the Midwest Research-to-Practice Conference in Adult, Continuing, and Community Education, The Ohio State University, Columbus, OH, October 8-10. Erişim adresi: https://scholarworks.iupui.edu/handle/1805/344
  • Gunasekera, C. (2010). Students usage of an academic library: a user survey conducted at the Main Library University of Peradeniya. Journal of the University Librarians Association of Sri Lanka, 14 (1), 43-60.
  • Hossain, M. J., Islam, Md. A. ve Saadi, M. S. (2013).Evaluating user’s experience of service performance using SERVPERF scale: A case study of some private university libraries in Bangladesh. Annals of Library and Information Studies, 60 (4), 249-259.
  • Hossain Shoeb, Z. (2011). Identifying service superiority, zone of tolerance and underlying dimensions: Service quality attributes in a private university library in Bangladesh. Library Review, 60 (4), 293-311. https://doi.org/10.1108/00242531111127857
  • Ismail, A. ve Yunan, Y. S. M. (2016). Service quality as a predictor of customer satisfaction and customer loyalty. Scientific Journal of Logistics, 12 (4), 269-283. DOI: 10.17270/J.LOG.2016.4.7
  • Jain, S. K. ve Gupta, G. (2004). Measuring service quality: SERVQUAL vs. SERVPERF scales. Vikalpa, 29 (2), 25-37.
  • Karakaş, S. (1999). Üniversite kütüphanelerinde bir pazarlama aracı olarak hizmet kalitesi araştırması. Türk Kütüphaneciliği, 13, 207-222.
  • Kyrillidou, M. (2009). Item sampling in service quality assessment surveys to improve response rates and reduce respondent burden: the “libqual+® lite” randomized control trial (RCT). (Unpublished Doctoral Dissertation). The University of Illinois, Urbana-Champaign. Erişim adresi: https://www.ideals.illinois.edu/handle/2142/81561
  • Landrum, H. ve Prybutok, V.R. (2004). A service quality and success model for the information service industry. European Journal of Operational Research, 156 (3), 628-42.
  • Landrum, H., Prybutok, V. R. ve Zhang, X. (2007). A comparison of Magal’s service quality instrument with SERVPERF. Information & Management, 44 (1), 104-113.
  • Landrum, H., Prybutok, V., Zang, X. ve Peak, D. (2009). Measuring IS system service quality with SERVQUAL: users’ perceptions of relative importance of the five SERVPERFdimensions. Informing Science: the International Journal of an Emerging Transdiscipline,12, 17-35.
  • Lewis, B. R. ve Mitchell, V. W. (1990). Defining and measuring the quality of customer service. Marketing Intelligence & Planning, 8 (6), 11-17. doi: 10.1108/EUM0000000001086
  • LibQUAL+® (2020). What is LibQUAL+®. Erişim adresi: https://www.libqual.org/about/about_lq/general_info
  • Meesala, A. ve Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261–269. http://dx.doi.org/10.1016/j.jretconser.2016.10.011
  • Nagata, H., Satoh,Y., Gerrard, S. ve Kytömäki, P. (2004). The dimensions that construct the evaluation of service quality in academic libraries. Performance Measurement and Metrics, 5 (2), 53-65. https:// doi.org/10.1108/14678040410546073
  • Nimsomboon, N. ve Nagata, H. (2003). Assessment of library service quality at Thammasat University Library System. Erişim adresi: http://www.kc.tsukuba.ac.jp/div-comm/pdf/report0403.pdf
  • Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Mar¬keting, 49, 41-50. Erişim adresi: http://www.jstor.org/stable/1251430
  • Parasuraman, A., Zeithaml, V. A. ve Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64 (1), 12-40.
  • Simmonds, P. L. ve Andalreb, S. S. (2001). Usage of academic libraries: The role of service quality, resources, and user characteristics. Library Trends, 49 (4), 626-634.
  • Subaşıoğlu, F. ve Gürdal Tamdoğan, O. (2014). Ankara Üniversitesi Kütüphanecilik Bölümü’nün kuruluş öyküsü. Türk Kütüphaneciliği, 28 (4), 583-621.
  • Tavşancıl, E. (2018). Tutumların ölçülmesi ve SPSS ile veri analizi. Ankara: Nobel Akademik Yayıncılık.
  • Wantara, P. (2015). The Relationships among Service Quality, Customer Satisfaction, and Customer Loyalty in Library Services. International Journal of Economics and Financial Issues, 5 (Special Issue), 264-269.
  • Yu, L., Hong, Q., Gu,S. ve Wang, Y. (2008). An epistemological critique of gap theory based library assessment: the case of SERVQUAL. Journal of Documentation, 64 (4), 511-551. doi: 10.1108/00220410810884066
  • Yükseköğretim Bilgi Yönetim Sistemi (2020). Erişim adresi: https://istatistik.yok.gov.tr/
  • Zabed Ahmed, S.M. ve Hossain Shoeb, Z. (2009). Measuring service quality of a public university library in Bangladesh using SERVQUAL. Performance Measurement and Metrics, 10 (1), 17-32. https://doi.org/10.1108/14678040910949666
Year 2021, Volume: 6 Issue: 1, 97 - 110, 31.05.2021

Abstract

References

  • Asogwa, B. E., Asadu, B. U., Ezema, J. U., Ugwu, C. I. ve Ugwuanyi, F. C. (2014). Use of ServQUAL in the Evaluation of Service Quality of Academic Libraries in Developing Countries. Library Philosophy and Practice (e-journal). Erişim adresi: http://digitalcommons.unl.edu/libphilprac/1158
  • Can, P. (2016). Hizmet kalitesinin SERVQUAL ölçeği ile ölçülmesi: Uşak Üniversitesi Merkez Kütüphanesi üzerine bir araştırma. Karabük Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 6 (1), 63-83.
  • Candan, B. (2020). Service Quality Assessment in University Libraries: A Case of Cankiri Karatekin University. A. Korkut ve H. Karacan (Eds.), The 10th Eurasian Conference on Language and Social Seciences (ECLSS2020b) Abstract Book: November, 20-21. (s. 139) içinde. Almaty, Kazakhstan: e-Printed. Erişim adresi: http://www.eclss.org
  • Cook, C. ve Thompson, B. (2000). Reliability and validity of SERVQUAL scores Used to evaluate perceptions of library service quality. The Journal of Academic Librarianship, 26 (4), 248-258. Erişim adresi: https://www.sciencedirect.com/science/article/abs/pii/S0099133300001142
  • Cristobal, A. S. (2018). Expectations on Library Services, Library Quality (LibQual) Dimension and Library Customer Satisfaction: Relationship to Customer Loyalty. Library Philosophy and Practice (e-journal), 1-27. https://digitalcommons.unl.edu/libphilprac/1706
  • Cronin, J. J. ve Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56 (3), 55-68. Erişim adresi: http://www.jstor.org/stable/1252296
  • Cronin, J.J. ve Taylor, S.A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurements of service quality. Journal of Marketing, 58, 125-31.
  • Cullen, R. (2001). Perspectives on user satisfaction surveys. Library Trends, 49 (4),662-686.
  • ÇAKÜ (2020a). Tarihçe. Çankırı Karatekin Üniversitesi. Erişim adresi: https://www.karatekin.edu.tr/tarihce-2815-sayfasi.karatekin
  • ÇAKÜ (2020b). Tarihçe. Çankırı Karatekin Üniversitesi Kütüphane Dokümantasyon Daire Başkanlığı. Erişim adresi: https://kutuphane.karatekin.edu.tr/tarihce-4546-sayfasi.karatekin
  • Garvin, D. A. (1983). Quality on the line. Harvard Business Review, 61 (September-October), 65-73. Erişim adresi: https://hbr.org/1983/09/quality-on-the-line
  • Gede Mahatma Yuda Bakti, I. ve Sumaedi, S. (2013). An analysis of library customer loyalty: The role of service quality and customer satisfaction, a case study in Indonesia. Library Management, 34 (6/7), 397-414. https://doi.org/10.1108/LM-05-2012-0025
  • Gliem, J. A. ve Gliem, R. R. (2003). Calculating, interpreting, and reporting Cronbach’s alpha reliability coefficient for Likert-type scales. Presented at the Midwest Research-to-Practice Conference in Adult, Continuing, and Community Education, The Ohio State University, Columbus, OH, October 8-10. Erişim adresi: https://scholarworks.iupui.edu/handle/1805/344
  • Gunasekera, C. (2010). Students usage of an academic library: a user survey conducted at the Main Library University of Peradeniya. Journal of the University Librarians Association of Sri Lanka, 14 (1), 43-60.
  • Hossain, M. J., Islam, Md. A. ve Saadi, M. S. (2013).Evaluating user’s experience of service performance using SERVPERF scale: A case study of some private university libraries in Bangladesh. Annals of Library and Information Studies, 60 (4), 249-259.
  • Hossain Shoeb, Z. (2011). Identifying service superiority, zone of tolerance and underlying dimensions: Service quality attributes in a private university library in Bangladesh. Library Review, 60 (4), 293-311. https://doi.org/10.1108/00242531111127857
  • Ismail, A. ve Yunan, Y. S. M. (2016). Service quality as a predictor of customer satisfaction and customer loyalty. Scientific Journal of Logistics, 12 (4), 269-283. DOI: 10.17270/J.LOG.2016.4.7
  • Jain, S. K. ve Gupta, G. (2004). Measuring service quality: SERVQUAL vs. SERVPERF scales. Vikalpa, 29 (2), 25-37.
  • Karakaş, S. (1999). Üniversite kütüphanelerinde bir pazarlama aracı olarak hizmet kalitesi araştırması. Türk Kütüphaneciliği, 13, 207-222.
  • Kyrillidou, M. (2009). Item sampling in service quality assessment surveys to improve response rates and reduce respondent burden: the “libqual+® lite” randomized control trial (RCT). (Unpublished Doctoral Dissertation). The University of Illinois, Urbana-Champaign. Erişim adresi: https://www.ideals.illinois.edu/handle/2142/81561
  • Landrum, H. ve Prybutok, V.R. (2004). A service quality and success model for the information service industry. European Journal of Operational Research, 156 (3), 628-42.
  • Landrum, H., Prybutok, V. R. ve Zhang, X. (2007). A comparison of Magal’s service quality instrument with SERVPERF. Information & Management, 44 (1), 104-113.
  • Landrum, H., Prybutok, V., Zang, X. ve Peak, D. (2009). Measuring IS system service quality with SERVQUAL: users’ perceptions of relative importance of the five SERVPERFdimensions. Informing Science: the International Journal of an Emerging Transdiscipline,12, 17-35.
  • Lewis, B. R. ve Mitchell, V. W. (1990). Defining and measuring the quality of customer service. Marketing Intelligence & Planning, 8 (6), 11-17. doi: 10.1108/EUM0000000001086
  • LibQUAL+® (2020). What is LibQUAL+®. Erişim adresi: https://www.libqual.org/about/about_lq/general_info
  • Meesala, A. ve Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261–269. http://dx.doi.org/10.1016/j.jretconser.2016.10.011
  • Nagata, H., Satoh,Y., Gerrard, S. ve Kytömäki, P. (2004). The dimensions that construct the evaluation of service quality in academic libraries. Performance Measurement and Metrics, 5 (2), 53-65. https:// doi.org/10.1108/14678040410546073
  • Nimsomboon, N. ve Nagata, H. (2003). Assessment of library service quality at Thammasat University Library System. Erişim adresi: http://www.kc.tsukuba.ac.jp/div-comm/pdf/report0403.pdf
  • Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Mar¬keting, 49, 41-50. Erişim adresi: http://www.jstor.org/stable/1251430
  • Parasuraman, A., Zeithaml, V. A. ve Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64 (1), 12-40.
  • Simmonds, P. L. ve Andalreb, S. S. (2001). Usage of academic libraries: The role of service quality, resources, and user characteristics. Library Trends, 49 (4), 626-634.
  • Subaşıoğlu, F. ve Gürdal Tamdoğan, O. (2014). Ankara Üniversitesi Kütüphanecilik Bölümü’nün kuruluş öyküsü. Türk Kütüphaneciliği, 28 (4), 583-621.
  • Tavşancıl, E. (2018). Tutumların ölçülmesi ve SPSS ile veri analizi. Ankara: Nobel Akademik Yayıncılık.
  • Wantara, P. (2015). The Relationships among Service Quality, Customer Satisfaction, and Customer Loyalty in Library Services. International Journal of Economics and Financial Issues, 5 (Special Issue), 264-269.
  • Yu, L., Hong, Q., Gu,S. ve Wang, Y. (2008). An epistemological critique of gap theory based library assessment: the case of SERVQUAL. Journal of Documentation, 64 (4), 511-551. doi: 10.1108/00220410810884066
  • Yükseköğretim Bilgi Yönetim Sistemi (2020). Erişim adresi: https://istatistik.yok.gov.tr/
  • Zabed Ahmed, S.M. ve Hossain Shoeb, Z. (2009). Measuring service quality of a public university library in Bangladesh using SERVQUAL. Performance Measurement and Metrics, 10 (1), 17-32. https://doi.org/10.1108/14678040910949666
There are 37 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Buket Candan

Publication Date May 31, 2021
Published in Issue Year 2021 Volume: 6 Issue: 1

Cite

APA Candan, B. (2021). Service Quality Assessment in University Libraries: The Case of Cankiri Karatekin University. European Journal of Educational and Social Sciences, 6(1), 97-110.