Mapping Service Quality- An Examination of User Needs, Satisfaction and Library Performance: A Case Study

Abstract

Purpose – The aim of the present study is to measure the perceptions of library users in one of the oldest academic institutions of Saudi Arabia, as they relate to service quality and to determine how far the library has succeeded in delivering such services to its users.
Design/methodology/approach – A survey methodology using SERVQUAL instrument of six determinants of service quality attributes, was adopted to administer 180 library patrons.
Findings – The results show a significant positive impact of all service quality determinants except ‘responsiveness’ and ‘communication’ on user satisfaction, thus, supporting to some extent, the hypothesis of the study as well as validity and relevance of the SERVQUAL measure used in the study.
Research limitations/implications – Future research can focus on studying the impact of these attributes across different types of libraries and in different cultural settings.
Originality/value – The paper provides valuable results concerning the determinants of the perceived value of library services from the users' perspective.