A theoretical model to predict customer satisfaction in relation to service quality in selected university libraries in Sri Lanka

Abstract

University library administrators in Sri Lanka have begun to search for alternative ways to satisfy their clientele on the basis of service quality. This article aims at providing a theoretical model to facilitate the identification of service quality attributes and domains that may be used to predict customer satisfaction from a service quality perspective. The effectiveness of existing service quality models such as LibQUAL, SERVQUAL and SERVPREF have been questioned. In that regard, this study developed a theoretical model for academic libraries in Sri Lanka based on the disconfirmation and performance-only paradigms. These perspectives were considered by researchers to be the core mechanism to develop service quality/customer satisfaction models. The attributes and domain identification of service quality was carried out with a stratified sample of 263 participants selected from postgraduate and undergraduate students and academic staff members from the faculties of Arts in four universities in Sri Lanka. The study established that responsiveness, supportiveness, building environment, collection and access, furniture and facilities, technology, Web services and service delivery were quality domains which can be used to predict customer satisfaction. The theoretical model is unique in its domain structure compared to the existing models. The model needs to be statistically tested to make it valid and parsimonious

The Study of Quality Service of Education in Public Vocational Schools in Using ServQual Model

“…This result is in line with the research result of Parasuraman et al that states empathy dimension as the dimension with the lowest priority [14]. Jayasundara et al, precisely this dimension has a fairly high support in Sri Lanka [6]. This can be understood that the organization from the view point that' willingness to care and provide personal attention to their customers is an integral part quality improvement.…”

“…The highest gap in this research is tangible dimension, although findings in [2] by Sukardi and Wardana indicate the highest gaps are found in content and process standard dimensions. Tangible dimension is very influential on the other dimensions because standard on school infrastructure and facilities is part of the policy for fixing and improving basic services and quality of education process, including in the field of library services [6]. Tangible dimension is the ability of company to show to external parties its existence, such as physical facilities, technology, and employee appearance.…”

“…Research result indicates that quality of education services in vocational schools of West Lombok Regency can be classified into 4 sections based on quadrant analysis on the Importance Performance Analysis [9] (Fig.1 and Table II). (6). This particular item is considered a less important indicator and it is also not fully performing.…”

“…The lack of fulfillment of these aspects is indicated as the cause for low capability of vocational secondary graduates, among other things, such as changes in the job market and sudden increase in vocational graduates [5]. Similar with conditions in Indonesia, Sri Lanka indicates the fulfillment of service quality factors in other aspects (such as library services) on responsiveness, supportiveness, building environment, collection and access, furniture and facilities, technology, web services and service delivery [6]. The Palli and Mamilla also ensure good service quality levels in assurance, reliability, tangibility, and empathy aspects in India, although responsiveness is weak [7].…”

The Relationship Between Emotional Labor and Service Quality The Moderating Effects of Aesthetic Labor and Aesthetic Value Combination of Supervisor Subordinate

“…Hotel Industry should strengthen aesthetic labor. As the current social environment is service-oriented, service quality is the key factor that influences the competitive advantage of an organization (Jayasundara et al, 2009). The present study has shown that the friendly and warm attitude of the service staff is beneficial to the enhancement of the service quality.…”