Development of a service quality model for academic libraries

作者：Awan Muhammad Usman^*; Mahmood Khalid

来源：Quality and Quantity, 2013, 47(2): 1093-1103.

DOI：10.1007/s11135-011-9587-x

• Pakistan
• Service quality
• Measurement scale
• Libraries

The purpose of this research is to develop a model for the measurement of library service quality. 1629 students studying in different universities and degree awarding institutions responded to a survey. Confirmatory factor analysis developed a valid and reliable service quality measurement scale with 6 dimensions and 30 items. This research contributes to the measurement of service quality by developing a valid and reliable measurement scale in a previously neglected population. The model developed in this research can be used by librarians to measure, control and improve the service quality provided to students. This research also provides a framework for researchers to develop further library service quality scale development studies so that more concrete generalizations can be made.

• 出版日期2013-2