Assessing University Students’ Satisfaction with Web-Based Library Services Based on SERVQUAL Model: A Case of a Pakistani University

IF 0.8 4区管理学 Q3 INFORMATION SCIENCE & LIBRARY SCIENCE

Libri-International Journal of Libraries and Information Studies Pub Date : 2023-05-18 DOI:10.1515/libri-2022-0050

Kiran Butt, Muhammad Arif, Muhammad Rafiq

引用次数: 0

Abstract

Abstract The aim of this study was to evaluate the service quality of Pakistani university libraries in the context of the user satisfaction. A quantitative survey was conducted to collect data from postgraduate students. The multi-dimensional modified SERVQUAL structured questionnaire consisting of 23 statements was used as a data collection instrument. The results revealed that users were satisfied with the “Empathy” dimension, showing that users were satisfied with the behavior of library staff and the friendly environment between the users and the library personnel. However, there was a gap in the expected service quality and perceived service quality in the four dimensions of SERVQUAL (“Tangible,” “Reliability,” “Responsiveness,” and “Assurance”). The findings of the study would support university library professionals to improve web-based library services. The study would be a useful addition to the body of knowledge.

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基于SERVQUAL模型的大学生网络图书馆服务满意度评估——以巴基斯坦某大学为例

摘要本研究的目的是在用户满意度的背景下评估巴基斯坦大学图书馆的服务质量。对研究生进行了定量调查，收集数据。采用由23个语句组成的多维修正SERVQUAL结构化问卷作为数据收集工具。结果显示，用户对“共情”维度感到满意，表明用户对图书馆工作人员的行为和用户与图书馆工作人员之间的友好环境感到满意。然而，在SERVQUAL的四个维度(“有形”、“可靠性”、“响应性”和“保证”)中，预期服务质量和感知服务质量存在差距。研究结果将有助大学图书馆专业人员改善网上图书馆服务。这项研究将是对知识体系的有益补充。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Libri-International Journal of Libraries and Information Studies INFORMATION SCIENCE & LIBRARY SCIENCE-

CiteScore

1.70

自引率

0.00%

发文量

期刊介绍： Libri, International Journal of Libraries and Information Services, investigates the functions of libraries and information services from both a historical and present-day perspective and analyses the role of information in cultural, organizational, national and international developments. The periodical reports on current trends in librarianship worldwide and describes the transformation of libraries and information services resulting from the introduction of new information technologies and working methods. Background information and the latest research findings in librarianship and information science are made accessible to experts and a broader public. Articles are in English and conform to the highest academic standards.