SavedAdd your journal

Journals / İktisadi İdari ve Siyasal Araştırmalar Dergisi / 2025 / Cilt: 10 Sayı: 28

A Research on Library Service Quality Measurement: Selcuk University Application

Kütüphane Hizmet Kalitesi Ölçümüne Yönelik Bir Araştırma: Selçuk Üniversitesi Uygulaması

Ümmü Saliha Eken İnan(SELCUK UNIVERSITY)0000-0001-6442-3000
Alaaddin Selçuk Köylüoğlu(SELÇUK ÜNİVERSİTESİ)0000-0003-0359-1443
Ömer Emrah Acar0000-0002-9911-1311
Pages
792–811
Publication Date
2025-10-31
🏛️Bibliographic metadata and full text access for this article are provided via DergiPark.
DergiPark Record ↗
✨

AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

Given that perceptions of service quality may evolve over time, it is advisable for library management to periodically reassess quality metrics in the future.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:The quality of library services is a crucial determinant that directly influences the academic success of university students.
📊
Key Findings & Data:A questionnaire designed with a 5-point Likert scale served as the instrument for data collection.
💡
Conclusion & Impact:Given that perceptions of service quality may evolve over time, it is advisable for library management to periodically reassess quality metrics in the future.
🔬Design:Survey & Empirical Study
📍Scope:Comprehensive Sample
⚙️Variables:Kütüphane · Hizmet · Hizmet Kalitesi

Abstract

The quality of library services is a crucial determinant that directly influences the academic success of university students. Libraries not only supply students with books and resources but also enhance their access to information by providing an environment favourable to intellectual pursuits. The primary aim of this study is to ascertain the attitudes and expectations of Selçuk University students concerning library services. It also identifies which service quality dimensions within the scale are amenable to enhancement. The Servqual scale for service quality was utilised for this purpose. A questionnaire designed with a 5-point Likert scale served as the instrument for data collection. A total of 528 forms were deemed appropriate for the study. The library's physical attributes and the staff's empathy levels were frequently deemed to exceed the anticipated quality. Additionally, it was noted that the library offered a service of adequate quality regarding its reliability, the excitement of its workers, and the trust accorded to it. Given that perceptions of service quality may evolve over time, it is advisable for library management to periodically reassess quality metrics in the future.

Özet

Kütüphane hizmet kalitesi, üniversite öğrencilerinin, akademik başarılarını doğrudan etkileyen önemli bir faktördür. Kütüphaneler öğrencilere yalnızca kitap ve materyal sağlamakla kalmaz, aynı zamanda akademik çalışmalar için elverişli bir ortam sunarak bilgiye erişimlerini de kolaylaştırır. Bu çerçevede tasarlanan çalışmanın temel amacı, Selçuk Üniversitesi öğrencilerinin kütüphane hizmetleri ile ilgili algı ve beklentilerini tespit etmektir. Ayrıca, ölçekte yer alan hizmet kalitesi boyutlarının hangisi veya hangilerinde bir iyileştirme yapılıp yapılamayacağını da ortaya koymaktadır. Bunun için Servqual hizmet kalitesi ölçeğinden yararlanılmıştır. Veri toplama aracı olarak anket (5’ li Likert tipi) yöntemi kullanılmıştır. 528 formun araştırma için uygun olduğu belirlenmiştir. Sonuç olarak; kütüphanenin fiziksel özellikleri ve kütüphane çalışanlarının empati kurma düzeylerinin genel anlamda beklenenin üzerinde bir kaliteye sahip olduğu bulgusuna ulaşılmıştır. Bununla birlikte kütüphane güvenilirliği, kütüphane çalışanlarının hevesliliği ve kütüphaneye duyulan güven noktasında yeterli kalitede bir hizmet verildiği görülmüştür. Yönetimsel uygulamalar ve politika geliştirme açısından, hizmet kalitesi algısının zaman içerisinde değişiklik gösterebileceği düşünüldüğünde, kütüphane yönetiminin ilerleyen zamanlarda tekrar kalite ölçümü yapmasının faydalı olacağı öngörülebilir.

🔖

Cite This Article

İnan, Ü. S. E., Köylüoğlu, A. S., Acar, Ö. E. (2025). A Research on Library Service Quality Measurement: Selcuk University Application. İktisadi İdari ve Siyasal Araştırmalar Dergisi, Cilt: 10 Sayı: 28, 792–811. https://doi.org/10.25204/iktisad.1664716

📄 Full Text PDF Viewer

📄

PDF görüntüleyici hazırlanıyor...

References (37)

  1. Achrol, R. S. ve Kotler, P. (2014). The service-dominant logic for marketing: A critique. Lusch, R. ve Vargo, S. (Ed.), The service-dominant logic of marketing içinde (s. 320-333). Routledge. https://doi.org/10.4324/9781315699035
  2. Ahmed, R. R., Romeika, G., Kauliene, R., Streimikis, J. ve Dapkus, R. (2020). ES-QUAL model and customer satisfaction in online banking: Evidence from multivariate analysis techniques. Oeconomia Copernicana, 11(1), 59-93. https://doi.org/10.24136/oc.2020.003
  3. Ang, C. L., Davies, M. ve Finlay, P. N. (2000). Measures to assess the impact of information technology on quality management. International Journal of Quality and Reliability Management, 17(1), 42-66. https://doi.org/10.1108/02656710010300135
  4. Asogwa, B. E., Asadu, B. U., Ezema, J. U. ve Ugwuanyi, F. C. (2014). Use of Servqual in the evaluation of service quality of academic libraries in developing countries. Library Philosophy and Practice, 1158. https://digitalcommons.unl.edu/libphilprac/1158/
  5. Baada, F. N. A., Baayel, P., Bekoe, S. ve Banbil, S. (2019). Users' perception of the quality of public library services in the greater Accra region of Ghana: An application of the LibQUAL+ model. Library Philosophy and Practice, 1-33. http://digitalcommons.unl.edu/libphilprac
  6. Can, P. (2016). Hizmet kalitesinin servqual ölçeği ile ölçülmesi: Uşak Üniversitesi merkez kütüphanesi üzerine bir araştırma. Karabük Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 6(1), 63-83. https://dergipark.org.tr/tr/download/article-file/317900
  7. Chan, V. H. Y., Chiu, D. K. ve Ho, K. K. (2022). Mediating effects on the relationship between perceived service quality and public library app loyalty during the COVID-19 era. Journal of Retailing and Consumer Services, 67, 102960. https://doi.org/10.1016/j.jretconser.2022.102960
  8. Cook, C. ve Heath, C. F. (2001). Users’ perceptions of library service quality: A LibQUAL+ qualitative study. Library Trends, 49(4), 548-583. https://doi.org/10.1016/S0099-1333(00)00114-2
  9. Cook, C. ve Thompson, B. (2000). Reliability and validity of Servqual scores used to evaluate perceptions of library service quality. The Journal of Academic Librarianship, 26(4), 248-258. https://doi.org/10.1016/S0099-1333(00)00114-2
  10. Costello, A. B. ve Osborne, J. (2005). Best practices in exploratory factor analysis: Four recommendations for getting the most from your analysis. Practical assessment, research, and evaluation, 10(1), 7. https://doi.org/10.7275/jyj1-4868
  11. Cristobal, A. S. (2018). Expectations on library services, library quality (LibQual) dimension and library customer satisfaction: relationship to customer loyalty. Library Philosophy and Practice (e-journal), 1706, 1-24. https://digitalcommons.unl.edu/libphilprac/1706/
  12. HeryWihardikaGriadhi, M. (2018). An evaluation on library services using Servqual method. SHS Web of Conferences, 42(2018): 00071. https://doi.org/10.1051/shsconf/20184200071
  13. Jain, S. K. ve Gupta, G. (2004). Measuring service quality: Servqual vs. SERVPERF scales. Vikalpa, 29(2), 25-38. https://doi.org/10.1177/0256090920040203
  14. Jamali, R. ve Sayyadi Tooranloo, H. (2009). Prioritizing academic library service quality indicators using fuzzy approach: Case study: Libraries of Ferdowsi University. Library Management, 30(4/5), 319-333. https://doi.org/10.1108/01435120910957977
  15. Jeganathan, G. S., David, A. ve Ilangovan, K. (2022, 21 Ekim). Determination of hospitality services quality and customer satisfaction - A holserv approach. Au Virtual International Conference 2022, Entrepreneurship and Sustainability in the Digital Era içinde (s. 325-334). Thailand. https://assumptionjournal.au.edu/index.php/icesde/article/view/6940/3703
  16. Karagöz, Y. (2017). Bilimsel araştırma yöntemleri ve yayın etiği, (1. Baskı). İstanbul: Nobel Akademik Yayıncılık.
  17. Kiran, K. ve Diljit, S. (2012). Modeling web-based library service quality. Library & Information Science Research, 34(3), 184-196. https://doi.org/10.1016/j.lisr.2012.02.005
  18. Kotler, P. (2012). Kotler on marketing. Simon and Schuster.
  19. Kotler, P., Burton, S., Deans, K., Brown, L. ve Armstrong, G. (2015). Marketing. Pearson Higher Education AU.
  20. Kurtaran Çelik, M., Kurtaran, A. ve Mutlu, F. (2019). Yiyecek içecek işletmelerinde hizmet kalitesinin servqual ile ölçülmesi: Bir alan araştırması. Gümüshane University Electronic Journal of the Institute of Social Science/Gümüshane Üniversitesi Sosyal Bilimler Enstitüsü Elektronik Dergisi, 10(Ek Sayı). https://dergipark.org.tr/tr/pub/gumus/issue/49769/623653
  21. Mahmood, K., Ahmad, S., Ur Rehman, S. ve Ashiq, M. (2021). Evaluating library service quality of college libraries: The perspective of a developing country. Sustainability, 13(5), 2989. https://doi.org/10.3390/su13052989
  22. Malik, S. A. ve Malik, S. A. (2015). Servqual to measure perceptions and expectations of library users: A case study of a public university library of Pakistan. International journal of management in education, 9(3), 303-322. https://doi.org/10.1504/IJMIE.2015.070124
  23. Nagata, H., Satoh, Y., Gerrard, S. ve Kytömäki, P. (2004). The dimensions that construct the evaluation of service quality in academic libraries. Performance measurement and metrics, 5(2), 53-65. https://doi.org/10.1108/14678040410546073
  24. Naik, C. K., Gantasala, S. B. ve Prabhakar, G. V. (2010). Service quality (Servqual) and its effect on customer satisfaction in retailing. European journal of social sciences, 16(2), 231-243.
  25. Parasuraman, A. (2000). Technology Readiness Index (TRI) a multiple-item scale to measure readiness to embrace new technologies. Journal of service research, 2(4), 307-320. https://doi.org/10.1177/109467050024001
  26. Parasuraman, A., Zeithaml, V. A. ve Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12. https://www.marketeurexpert.fr/wp-content/uploads/2023/12/servqual.pdf
  27. Parasuraman, A., Zeithaml, V.A. ve Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. https://doi.org/10.1177/002224298504900403
  28. Ramya, N., Kowsalya, A. ve Dharanipriya, K. (2019). Service quality and its dimensions. EPRA International Journal of Research & Development, 4(2), 38-41. https://eprajournals.com/IJSR/article/1196/abstract
  29. Sekaran, U. (1992). Research methods for business: A skill building approach. New York: John Wiley & Sons.
  30. Silva, D. S., Moraes, G. H. S. M. D., Makiya, I. K. ve Cesar, F. I. G. (2017). Measurement of perceived service quality in higher education institutions: A review of HEdPERF scale use. Quality Assurance in Education, 25(4), 415-439. https://doi.org/10.1108/QAE-10-2016-0058
  31. Thompson, B. ve Cook, C. (2002). Stability of the reliability of libqual+™ scores a reliability generalization meta-analysis study. Educational and Psychological Measurement, 62(4), 735-743. https://doi.org/10.1177/00131644020620040
  32. Trivedi, D., ve Bhatt, A. (2020). Quest for quality: Assessment of service quality of special academic institution library: Case study. Performance Measurement and Metrics, 21(1), 1-17. https://doi.org/10.1108/PMM-02-2019-0004
  33. Twum, K. K., Yalley, A. A., Agyapong, G. K. Q. ve Ofori, D. (2021). The influence of public university library service quality and library brand image on user loyalty. International Review on Public and Nonprofit Marketing, 18, 207-227. https://doi.org/10.1007/s12208-020-00269-w
  34. Vargo, S. L. ve Lusch, R. F. (2008). Why “service”?. Journal of the Academy of marketing Science, 36, 25-38. https://doi.org/10.1007/s11747-007-0068-7
  35. Voorbij, H. (2012). The use of LibQUAL+ by European research libraries. Performance Measurement and Metrics, 13(3), 154-168. https://doi.org/10.1108/14678041211284704
  36. Zabed Ahmed, S. M. ve Hossain Shoeb, Z. (2009). Measuring service quality of a public university library in Bangladesh using Servqual. Performance measurement and metrics, 10(1), 17-32. https://doi.org/10.1108/14678040910949666
  37. Zeithaml, V. A. ve Parasuraman, A. (2004). Service quality (Marketing Science Institute (MSI) Relevant Knowledge Series). Marketing Science Institute.