Service quality at University of Tehran Central Library

Abstract

PurposeThe purpose of this paper is to investigate the importance of service quality aspects from the perspective of University of Tehran Central Library users. It also aims to measure how successful the library has been in meeting users' needs by providing good and reliable services.Design/methodology/approachThe research was conducted among library users. In order to meet the objectives of the study, SERVPERF methodology was used. Information was gathered via questionnaires which consisted of structured questions. All the closed ended questions were designed to elicit responses on a five‐point Likert scale to measure both respondent satisfaction and perception of service quality.FindingsThe results show that, although University of Tehran Central Library has conducted several programs for improving its services, because of the lack of identifying the most important aspects of service quality in their customers' ideas, the efforts for providing customer satisfaction has failed to a great extent.Practical implicationsThis paper will be helpful to libraries planning to implement a quality management system to improve their quality service and increase customer satisfaction through continuous improvement.Originality/valueThe concept of service quality assessment through SERVPERF is relatively a new concept among Iranian libraries and there is a lack of previous studies using this methodology in assessing perceived quality of academic libraries. Thus, this paper can be used as a guide for academic libraries that are interested in measuring customer satisfaction in order to excel in offering high quality services.

The Library’s Quality Management System and Quality Assurance in Higher Education: A Lesson from Southeast Emerging Educational Hub

“…Therefore, an excellent service and satisfied customers mean bigger profits; poor service can be reflected by the lost of revenue (Nejati and Nejati, 2008). However, this concept is not for the library because it is not the profit organization.…”

“…Nejati and Nejati (2008) proposed that the quality of library service can be seen as the relating media to the fitness of a service to its intended purpose or use, subject to the expectations of the customer or user. Dabas (2008) suggested 3As to define quality in libraries.…”

Service Quality Dimensions in Public Library: Nothern Area Experienced

“…The issue such as responsiveness of the staff delivers the service to the customer; it is about how staff response to the customer queries for help including prompt service and individual attentions are addressed. The article of service quality at University of Tehran Central Library by Nejati and Nejati (2008), investigate the importance of service quality aspects from the user's perspective. The SERVPERF methodology was used to measure service quality in University of Tehran Central Library.…”

“…Service quality will lead to customer satisfaction. The concept of service quality in library was defined as the difference between library user's expectations and perceptions towards service performance (Nejati and Nejati, 2008;Oldman and Wills, 1977). Based on this definition, the service quality is about what public library users received from public library services that leads to their behavior and satisfactory towards the services whether it is good or bad.…”

“…The SERVPERF methodology was used to measure service quality in University of Tehran Central Library. The reliability aspect of service was measured that refers to the delivery of service as dependability and accuracy (Nejati and Nejati, 2008;Parasuraman et al, 1988). The research finding indicate the most important aspect of service quality identified by users of University of Tehran Central Library are the availability of computer terminals without excessive waiting, service at circulation desk and keeping records consistent with actual status.…”