Assessment of Service Quality at Iran Academic Libraries with LIBQUAL Tool (A case study at University of Sistan and Baluchestan)

Libraries and data centers are service establishments whose main task is linking the society with knowledge and information through their efficient services. Quality is a familiar word currently used with different perceptions depending on its concept and usage. However, all these are in line with the customers' needs and expectations. The present study is to assess the expectations and perceptions of the students of Sistan and Baluchistan University with regard to the services provided for them in the libraries of that university. LIBQUAL, which is the most common tool to assess the libraries service quality, is used for this purpose. The data given here is based on a random survey of 124 postgraduate students studying at Sistan and Baluchistan University. A standard LIBQUAL questionnaire was used for data collection with a Kronbach's Alpha coefficient of 85% for the reliability assessment. The study shows that in all LIBQUAL dimensions, the average gap between the expectations and perceptions of the users of the library services is negative. In other words, libraries were not able to fulfill the expectations of the users. In conclusion, some suggestions are made to improve the service quality of the libraries in question.