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SERVICE QUALITY OF UNIVERSITY LIBRARY: A SURVEY AMONGST STUDENTS AT OSMANGAZI UNIVERSITY AND ANADOLU UNIVERSITY

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Abstract (2. Language): 
Student satisfaction is an important measure of service quality in libraries. Students’ perceptions about libraries seem to have been largely ignored by library management in developing countries. The assessment of service quality provides an important feedback for libraries to assess and improve its service to its users. The aim of this study is to develop a reliable and valid instrument measure student satisfaction in Osmangazi University Library and Anadolu University Library. A questionnaire to measure the service quality of university libraries was used and a total of 400 students at two university libraries were interviewed. Factor analysis was utilized to determine the factor structure. The instrument of the student satisfaction developed in this study provides insights to the researches who study the improvement of student satisfaction with service quality of university libraries and decision markers.
Abstract (Original Language): 
Öğrenci memnuniyeti kütüphanelerdeki servis kalitesinin ölçümünde önemlidir. Öğrencilerin kütüphanelerden beklentileri gelişen ülkelerde kütüphane yönetimi tarafından büyük ölçüde göz ardı edilmiş gibi görünmektedir. Servis kalitesinin değerlendirilmesi kütüphane kullanıcıları için kütüphane servisini geliştirmek ve değerlendirmek için kütüphanelere önemli bir bilgi sağlar. Bu çalışmanın amacı Osmangazi Üniversitesi kütüphanesi ile Anadolu Üniversitesi kütüphanesindeki öğrenci memnuniyetini ölçen geçerli ve güvenilir bir ölçme aracı geliştirmektir. Üniversite kütüphanelerinin servis kalitesini ölçmek için bir anket kullanılmıştır. İki üniversite kütüphanesinde toplam 400 öğrenci ile görüşülmüştür. Faktör analizi uygulanmıştır. Bu çalışmada geliştirilen öğrenci memnuniyetini ölçme aracı karar vericilere ve üniversite kütüphanelerinin servis kalitesini geliştirmeye çalışan araştırmacılara ışık tutar.

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REFERENCES

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