Gap assessment and comparison of the quality of services between central libraries of the University of Tehran and Allameh Tabataba'i University

Abstract

Purpose

The purpose of this study is to measure the gap and compare the quality of services provided by the Central Library of the University of Tehran and Allameh Tabataba'i University and identify the components of service that need improvement in these libraries.

Design/methodology/approach

In this study, a descriptive survey method is used for data collection. The study sample contains 205 people selected out of 31,000 members of Tehran University and 100 people out of 15,000 members at Allameh Tabataba'i University. The LibQual tool is used to measure different levels of users' perceptions of library service quality.

Findings

Based on the findings of the study, the level of service received at the University of Tehran was higher than the minimum expected level, and at Allameh Tabataba'i University, the level of service received was lower than the minimum level of expected, which indicates users' satisfaction at this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University. In the index of information control and library as a place in Tehran University, the level of service received was higher than the minimum level and in Allameh Tabataba'i University, the level of service received was lower than the minimum level, which indicates the satisfaction of users in this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University.

Practical implications

Service quality, or quality of service, is the measurement and comparison of the size of service provided with users' expectations. The following principles illustrate the dimensions of service quality: Quality of service is much more difficult to measure than the quality of goods. The quality of service is based on users' expectations. Quality of service varies in status, meaning that the quality of a service is measured against the customer's initial expectations of that service (Parasuraman et al., 1985).

Originality/value

Being the first performance evaluation, community synchronization, economic justification, user satisfaction and customer orientation are the values of the present study.

Citation

Jabbari, L., Jalali Dizaji, A. and Malekolkalami, M. (2021), "Gap assessment and comparison of the quality of services between central libraries of the University of Tehran and Allameh Tabataba'i University", Performance Measurement and Metrics, Vol. 22 No. 2, pp. 89-105. https://doi.org/10.1108/PMM-03-2020-0013