Assessment of service quality at public libraries in Hamadan city based on LibQual

The present research aims to investigate the service quality of public libraries in Hamadan based on LibQual model.
This is an applied study conducted as a survey. The study population included all the members of Hamedan public libraries. A LibQual questionnaire is used for data gathering. 375 members formed the sample of the study using Cochran's formulas. Data were analyzed using t test with SPSS software.
Findings: Findings indicate that the gap between the minimum level of users’ expectation of library’s services and the one they received among three items, staffs, sources and space in order is 7.11, 7.55, 2.97 and the gap between the maximum level of users’ expectation of library’s services and the one they received among three items, staffs, sources and space in order is -14.16, -50.6, -9.29.
The users’ average mark of the quality of libraries’ services is higher than their minimum expectations but there is a meaningful gap between user’s maximum expectations and exact and real level of the libraries’ services.