The evaluation of quality of services in central library of Zahedan University of medical sciences

Abstract

Background: In 1995 Parasuraman, the expert in marketing designed an instrument which was able to evaluate quality of services from customers' perspectives in any organization or center. This instrument is called SERVQUAL questionnaire. SERVQUAL measures the 3 levels of services: desired expectations, rendered services and minimum expected services, in seven dimensions. This study is going to examine the overall service quality of Zahedan University of Medical Sciences library from users' perspectives, as well as identifies in what dimension the library has gained unaccepted quality services and what problems users have when using the library services. Methods and materials: This study was conducted at the library during September 22-December 20, 2004. The randomly selected respondents, 212 students, 50 academicians to complete the SERVQUAL questionnaires in the 3 levels of services. The collected data was analyzed by SPSS software. The mean of qualitative services were analyzed for the 3 levels. Library user’s problems were also studied.