Abstract:

Quality measurement of library services is the first and the most important step in order to create the components of customer satisfaction and service provision with higher quality. Quality measurement in services is realized on the basis of analysis of gaps between expectations and perceptions. The aim of the study is to meaure service quality at libraries. In line with this aim, the Central Library of Dumlupınar University was included in the scope and data was obtained from the students with face-to-face technique through the use of LibQUAL+TM scale in this study conducted within the framework of descriptive research model. The data obtained was analyzed by means of various univariate and multivariate statistical techniques. As a result of the analysis, it was determined in the competence gap analysis conducted between PSL and MSL that the participants considered the services sufficient. In the superiority gap analysis conducted between PSL and ESL, it was determined that the expectations of the participants were not fully met. Considering the results obtained, the necessary improving activities should be carried out by addressing the components of service quality with pro-active management approach in terms of enhancing service quality. At this point, focusing on service quality measurement periodically within the scope of marketing information might lead to improvement of operational efficiency in the course of time

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