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Service Quality Of University Library: A Survey Amongst Students At Osmangazi University And Anadolu University


  • Asst. Prof. Zeynep Filiz

    () (Eskisehir Osmangazi University)


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.

Suggested Citation

  • Asst. Prof. Zeynep Filiz, 2007. "Service Quality Of University Library: A Survey Amongst Students At Osmangazi University And Anadolu University," Istanbul University Econometrics and Statistics e-Journal, Department of Econometrics, Faculty of Economics, Istanbul University, vol. 5(1), pages 1-19, May.
  • Handle: RePEc:ist:ancoec:v:5:y:2007:i:1:p:1-19

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    References listed on IDEAS

    1. Koerner, Melissa M., 2000. "The Conceptual Domain of Service Quality for Inpatient Nursing Services," Journal of Business Research, Elsevier, vol. 48(3), pages 267-283, June.
    2. Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.
    3. Landrum, Hollis & Prybutok, Victor R., 2004. "A service quality and success model for the information service industry," European Journal of Operational Research, Elsevier, vol. 156(3), pages 628-642, August.
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    More about this item


    Library; Satisfaction; Servqual; Service Quality; Perception; Expectation; Factor Analysis; Regression Analysis;

    JEL classification:

    • C42 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods: Special Topics - - - Survey Methods
    • C49 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods: Special Topics - - - Other


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