The dimensions that construct the evaluation of service quality in academic libraries


Only the customer/user can judge quality,
but on what criteria he/she judges it, or
which aspect he/she values has not been
made clear. The SERVQUAL instrument,
designed by Parasuraman, Zeithaml and
Berry (hereafter referred to as PZB), has been
playing a central role in the evaluation of service
quality in marketing research and practice
(Grapentine, 1998). The questionnaire items of
SERVQUAL, however, focus mainly on the
service process (service encounter) while
outcomes (contents) obtained through the
service are hardly taken into consideration.
For this reason, the items pertaining to the
technical quality (quality of the deliverable
the customer receives from the service
organization) were added to the SERVQUAL
items in our survey. Based on the data acquired
from it, we aim to identify the dimensions that
determine the evaluation of service quality in
university libraries. In order to gain a more
accurate and representative result, the survey
was executed in four university libraries in
England, Finland and Japan, under conditions
which were as similar as possible with regard to
timing and method.

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