Development of a service quality model for academic libraries |
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Authors: | Muhammad Usman Awan Khalid Mahmood |
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Institution: | 1. Institute of Quality & Technology Management, University of the Punjab, Lahore, Pakistan 2. Department of Library and Information Science, University of the Punjab, Lahore, Pakistan
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Abstract: | 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. |
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