Commenced in January 2007
Paper Count: 30320
Service Quality vs. Customer Satisfaction: Perspectives of Visitors to a Public University Library
Abstract:This study proposes a conceptual model and empirically tests the relationships between customers and librarians (i.e. tangibles, responsiveness, assurance, reliability and empathy) with a dependent variable (customer satisfaction) regarding library services. The SERVQUAL instrument was administered to 100 respondents which comprises of staff and students at a public higher learning institution in the Federal Territory of Labuan, Malaysia. They were public university library users. Results revealed that all service quality dimensions tested were significant and influenced customer satisfaction of visitors to a public university library. Assurance is the most important factor that influences customer satisfaction with the services rendered by the librarian. It is imperative for the library management to take note that the top five service attributes that gained greatest attention from library visitors- perspective includes employee willingness to help customers, availability of customer representatives online for response to queries, library staff actively and promptly provide services, signs in the building are clear and library staff are friendly and courteous. This study provides valuable results concerning the determinants of the service quality and customer satisfaction of public university library services from the users' perspective.
Digital Object Identifier (DOI): doi.org/10.5281/zenodo.1330583Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 4125
 Z. C. Huang, "Introduction to Library Science," Taipei: Tian-Ken Publications, 1995.
 D. K. Gupta, and J. Ashok, "Which way do you want to serve your customers?" Information Outlook, vol. 6, pp. 27-29, 2002.
 D. Iacobucci, A. Ostrom, and K. Grayson, "Distinguishing service quality and customer satisfaction: the voice of the consumer," Journal of Consumer Psychology, vol. 4, no. 3, pp. 277-303, 1995.
 Nejati, "Service quality at University of Tehran Central Library," Library Management, vol. 29, no. 6/7, pp. 571-582, 2008.
 H. Naeem, and I. Saif, "Zone of tolerance for banks: a diagnostic model of service quality," The Service Industries Journal, vol. 29, no. 11, pp. 1547-1564, 2009.
 W. D. Hoyer, and D. J. MacInnis, "Customer Behavior," 2nd ed., Boston, Houghton Mifflin Company, 2001.
 S. H. Lee, "The study of library user satisfaction - an example of the library of council for economic planning and development of the executive Yua," Suyan Periodicals, vol. 41, pp. 64-85, 1999.
 K. Kiran, "Quality management service at University of Malaya Library," Library Management, vol. 27, no. 4, pp. 249-256, 2006.
 A. Parasuraman, V. A. Zeithaml, and L. L. Berry, "Perceived service quality as a customer based performance measure: An empirical examination of organizational barriers using an extended service quality model," Human Resource Management, pp. vol. 30, pp. 335-364, 1991.
 S. A. Kumar, B. T. Mani, S. Mahalingam, and M. Vanjikovan, "Influence of service quality on attitudinal loyalty in private retail banking: An empirical study," IUP Journal of Management Research, vol. 9, no. 4, pp. 21-38, 2010.
 T.L. Lai, "Service quality and perceived value-s impact on satisfaction, intention and usage of Short Message Service (SMS)," Information Systems Frontiers: Special Issue: Industrial Information Systems Frontiers, vol. 6, no. 4, pp. 353-368, 2004.
 V. N. Polatoglu, and S. Ekin, "An empirical investigation of the Turkish consumers- acceptance of internet banking services," International Journal of Banking Marketing, vol. 19, no. 4, pp. 156-165, 2001.
 P. Mengi, "Customer satisfaction with service quality: An empirical study of public and private sector banks," IUP Journal of Management Research, vol. 8, no. 9, pp. 7-17, 2009.
 A. Jamal, and K. Naser, "Customer satisfaction and retail banking: An assessment of some of the key antecedents of customer satisfaction in retail banking," International Journal of Bank Marketing, vol. 20, no. 4, pp. 146-160, 2002.
 H. Arasli, S. M. Smadi, and S. T. Katircioglu, "Customer service quality in the Greek Cypriot banking industry", Managing Service Quality, vol. 15, no. 1, pp. 41-56, 2005.
 I. Ahmed, M. Nawaz, A. Usman, M. Shaukat, N. Ahmad, and H. Iqbal, "Impact of Service Quality on Customers- Satisfaction: Empirical evidence from telecom sector of Pakistan," Interdisciplinary Journal of Contemporary Research in Business, vol. 1, no. 12, pp. 98-113, 2010.
 R. Ladhari, "Service quality, emotional satisfaction, and behavioural intentions A study in the hotel industry," Journal of Managing Service Quality, vol. 19, no. 3, pp. 309-331, 2009.
 B. Snoj, and Z. Petermanec, "Let users judge the quality of faculty library services," New Library World, vol. 102, no. 1168, pp. 314-324, 2001.
 S. B. T. Kumar, and B. S. Biradar, "Use of ICT in college libraries in Karnataka, India: A survey," Program: Electronic Library and Information Systems, vol. 44, no. 3, pp. 271-282, 2010.