تحليل شكاف كيفيت خدمات كتابخانه مركزي دانشكده پزشكي دانشگاه علوم پزشكي تهران

Service Quality Gap Analysis of the Central Library of the School of Medicine, Tehran University of Medical Sciences

In this research, we used the LibQUAL+® Survey to measure perceptions J of service quality and identify the gaps between desired, perceived and minimum service levels in the central library of the School of Medicine, Tehran University of Medical Sciences. 193 library users completed the survey. The research findings show that although the overall services of the central library meet the usersʹ minimum expected level of service (adequacy 13 gap= 0.13), there is a significant gap between the perceived level of library  services and the usersʹ desired level of service (superiority gap= -2.75). Other findings reveal that in some cases, the central library services did not meet the userʹs minimum expected level of service. These cases include: accessibility of electronic resources from the usersʹ home or office, space for group learning and group study, a quiet space for individual work, a library website enabling users to locate information on their own, providing the e- resources users need, and easy-to-use tools that allow users to find things on their own. The usersʹ minimum expected level of service was met in the "Affect of Service" dimension, while it was not in the two other dimensions ("Information Control" and "Library as Place").