Assessing Service Quality of Library and Medical Information Center Based on Users’ Perceptions: A Case Study of Hamadan University of Medical Sciences
Journal of Medical Library and Information Science,
Vol. 6 No. 6 (2025),
5 Farvardin 2025
,
Page 1-13
https://doi.org/10.22037/jmlis.v6i.48199
Abstract
Introduction: Academic libraries must continuously evaluate the quality of their services. This research investigated the quality of services in the libraries of Hamadan University of Medical Sciences from the perspective of users according to gap analysis models (LiveQual, DigiQual, and SERVQUAL).
Methods: This research is an applied, cross-sectional study. The statistical population includes 9916 active members in the portal of the central library of Hamadan University of Medical Sciences in 2023, by random sampling with a sample size of 407. The data was collected using a questionnaire and analyzed using descriptive and analytical statistics (paired t-test and non-parametric Wilcoxon test) using SPSS version 26 software.
Results: Based on Wilcoxon’s non-parametric test, there were seven areas with an average difference >12 in assessing the gap between the quality of existing services and what was expected. In the hypothesis under consideration, namely, the mean difference in quality of available services with users' expectations, a significant difference was reported in most dimensions (p<0.001). The most significant service gap was in the online service sector with an average difference of (-24.92), followed by educational programs (-21) and physical space (-15).
Conclusion: There was a considerable gap between users’ expectations and service quality at Hamadan University of Medical Sciences library centers, necessitating a serious review of the services. Current services provided fail to satisfy users. To stay pertinent and effective within the educational system, libraries must adapt to evolving user needs by embracing modern technologies and improving physical spaces, equipment, and access to information.
- Libraries
- Medical information centers
- Gap analysis models
- Service quality
How to Cite
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