THE MEASUREMENT OF SERVICE QUALITY IN UNIVERSITY LIBRARIES SAMPLE OF SELÇUK UNIVERSITY LIBRARY

Abstract

The libraries that produce services are more difficult to achieve and measure the quality of service and user satisfaction than the enterprises that produce goods. The aim of this research is to provide the ideal library concept for the users by using SERVQUAL method. Dr. Erol Güngör Library is the comparison of the perceived library concept. The results of this comparison will help libraries to ensure user satisfaction and improve the service quality of libraries. For this purpose, a questionnaire was applied to 384 people and the data were analyzed with the help of SPSS 24.00 analysis program. In order to measure the service quality, concrete features, reliability, enthusiasm, assurance and empathy were evaluated in five dimensions. In addition to the SERVQUAL method, Mann Whitney U test and Kruskal Wallis H test were used to measure the level of significance between the demographic variables and the service quality perceptions of the participants. In the study, the total quality of service, concrete features, reliability, enthusiasm, and assurance dimensions of the Selçuk University Library reached the ideal quality. However, the empathy dimension was found to be below the expectations by the participants