Perception Gap Analysis on Service Quality Factors of Academic Libraries

Abstract

Library and information service (LIS) of academic libraries plays an important role in the education and research activities of universities. Such importance of LIS facilitated much research that defines the quality factors constituting LIS and identifies the importance of them.The previous literature, however, has some limitations. The limitations arise from the interrelationship among the quality factors and the perception gap between users and providers on LIS quality factors. Despite the understanding of the interrelationship and the perception gap, LIS studies to deal with both dimesions synthetically are sparse. Therefore, this paper defines the interrelationship among LIS quality factors as a network model, then identifies the perception gap on LIS quality factors by exploiting the analytic network process. As an early stage study, this paper contributes to helping the quality improvement of acedemic LIS by considering the interrelationship among LIS quality factors and the perception gap on the LIS quality factors between LIS users and providers.■ keyword :|Library and Information Service|Service Quality|Analytic Network Process (ANP)|Perception Gap|