Quality gap analysis of the central library of state universities of Isfahan based on LibQUAL model

The purpose of present research is to assess service quality of central library of Isfahan state universities based on gap analysis model (LibQUAL). The survey method was used for collecting the data through 317 questionnaires. The statistical population was central library users of Isfahan University, Isfahan University of Technology and Payame Noor University of Isfahan that were selected random stratified. In this research we examined the level of perceived service, users’ expectations of service quality and the significance of difference between level of perceived service and users’ expectations. Then we indicated services that need more improvement. The research findings indicated that central libraries of Isfahan University and Isfahan University of Technology are rather successful in designing library website and central library of Payame Noor University is successful about its librarians that are ready to respond to users’ questions. In contrary, library space for communication, group learning and group study has low quality in all libraries. In dimensions of model, findings indicated that information control has high quality in Isfahan University and Isfahan University of Technology. And affect of service has high quality in Payame Noor University. But library as a place has lower quality in all libraries. Furthermore there is significant difference among perceived service and users’ expectations in Isfahan University of Technology. Research findings also indicated that in other tow libraries, differences between the level of perceived services and maximum users’ expectations is significant. And difference between the level of perceived services and minimum users’ expectations isn’t significant.