An analysis of service quality in academic libraries using LibQUAL scale: Application oriented approach, a case study in Mashhad University of Medical Sciences (MUMS) libraries

摘要

Purpose - The main purpose of this paper is quality assessment of services provided by the MUMS libraries and determining member satisfaction and expectations of library services in the LibQUAL dimensions. Design/methodology/approach - This research used the survey method for collecting data. Library service quality was measured by using 22 items taken directly from the 2004 version of the LibQUAL scale. Findings - The highest average score was "Service affect" with 6.39 and the lowest score 5.75 belonged to "Library as place". Total results emphasised the importance of librarians' specialised knowledge level in presenting appropriate services in circulation and reference sections. A significant outcome, is in the "information control" dimension, and appropriate working hours; classification system for searching and accessing to information and appropriate time for loaning resources. The biggest gap related to updated multimedia databanks, appropriate number of computers and adequate facilities like laptops/PCs and broadband networks for better access to subscribed electronic resources through the MUMS central library web site. Practical implications - The results of this study emphasise the importance of librarians' specialised knowledge level in presenting appropriate services in circulation and reference sections as well as identifying strengths and weaknesses of MUMS schools and hospitals libraries for improving decisions affecting the library service quality. Originality/value - The findings show all highly important aspects of the "Service affect" dimension in academic libraries such as understanding user needs and presenting perfect service.