Using the SERVQUAL Model to Study the Quality of Library Services: A Report of the Shahid Sadoughi University of Medical Sciences

The SERVQUAL model is an instrument which can be used to evaluate the quality of services from the viewpoint of customers in three levels i.e. desired services, perceived services and minimum services expected. The main objective of this research was to qualitatively study the services provided to users using the service quality scale and also to review the problems of users when using libraries. This research was carried out in spring and summer 2008 in the libraries of Shahid Sadoughi University of Medical Sciences. Firstly the SERVQUAL questionnaire was distributed among library users and they were asked to score the different services of the libraries in terms of quality and over the three levels i.e. expected services, perceived services and minimum acceptable services. The collected data was analyzed using SPSS and the average of qualitative services was calculated. This research showed that the studied libraries haven’t met users’ expectation in any of the qualitative aspects of service. The findings of this study indicate the weaknesses and strengths of qualitative aspects of service according to the viewpoint of users, and shows in which aspects the libraries studied have acceptable services in terms of quality. These findings will help managers in their decision making so that they may increase the qualitative services of libraries and insure the satisfaction of users.