A Research on Library Service Quality Measurement: Selcuk University Application

Year 2025, Volume: 10 Issue: 28, 792 - 811

Ümmü Saliha Eken İnan , Alaaddin Selçuk Köylüoğlu , Ömer Emrah Acar

https://doi.org/10.25204/iktisad.1664716

Abstract

The quality of library services is a crucial determinant that directly influences the academic success of university students. Libraries not only supply students with books and resources but also enhance their access to information by providing an environment favourable to intellectual pursuits. The primary aim of this study is to ascertain the attitudes and expectations of Selçuk University students concerning library services. It also identifies which service quality dimensions within the scale are amenable to enhancement. The Servqual scale for service quality was utilised for this purpose. A questionnaire designed with a 5-point Likert scale served as the instrument for data collection. A total of 528 forms were deemed appropriate for the study. The library's physical attributes and the staff's empathy levels were frequently deemed to exceed the anticipated quality. Additionally, it was noted that the library offered a service of adequate quality regarding its reliability, the excitement of its workers, and the trust accorded to it. Given that perceptions of service quality may evolve over time, it is advisable for library management to periodically reassess quality metrics in the future.

Keywords

Library , Service , Service Quality , Library Service Quality , Servqual.

Kütüphane Hizmet Kalitesi Ölçümüne Yönelik Bir Araştırma: Selçuk Üniversitesi Uygulaması

Abstract

Kütüphane hizmet kalitesi, üniversite öğrencilerinin, akademik başarılarını doğrudan etkileyen önemli bir faktördür. Kütüphaneler öğrencilere yalnızca kitap ve materyal sağlamakla kalmaz, aynı zamanda akademik çalışmalar için elverişli bir ortam sunarak bilgiye erişimlerini de kolaylaştırır. Bu çerçevede tasarlanan çalışmanın temel amacı, Selçuk Üniversitesi öğrencilerinin kütüphane hizmetleri ile ilgili algı ve beklentilerini tespit etmektir. Ayrıca, ölçekte yer alan hizmet kalitesi boyutlarının hangisi veya hangilerinde bir iyileştirme yapılıp yapılamayacağını da ortaya koymaktadır. Bunun için Servqual hizmet kalitesi ölçeğinden yararlanılmıştır. Veri toplama aracı olarak anket (5’ li Likert tipi) yöntemi kullanılmıştır. 528 formun araştırma için uygun olduğu belirlenmiştir. Sonuç olarak; kütüphanenin fiziksel özellikleri ve kütüphane çalışanlarının empati kurma düzeylerinin genel anlamda beklenenin üzerinde bir kaliteye sahip olduğu bulgusuna ulaşılmıştır. Bununla birlikte kütüphane güvenilirliği, kütüphane çalışanlarının hevesliliği ve kütüphaneye duyulan güven noktasında yeterli kalitede bir hizmet verildiği görülmüştür. Yönetimsel uygulamalar ve politika geliştirme açısından, hizmet kalitesi algısının zaman içerisinde değişiklik gösterebileceği düşünüldüğünde, kütüphane yönetiminin ilerleyen zamanlarda tekrar kalite ölçümü yapmasının faydalı olacağı öngörülebilir.

Keywords

Kütüphane , Hizmet , Hizmet Kalitesi , Kütüphane Hizmet Kalitesi , Servqual.

Ethical Statement

Çalışmanın gerçekleştirilmesi için Selçuk Üniversitesi Bilimsel Etik Değerlendirme Kurulu’nun 04.02.2025 tarih ve 02/12 sayılı kararı ile etik onay alınmıştır.

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