Kütüphanecilik sektöründe hizmet kalitesinin ölçümü ve bir üniversite kütüphanesi uygulamas?

The importance of service quality has been growing day by day. The studies that have been under taken in this field are also increasing periodically. Increasing importance of service quality has made imperative to find on effective way to measure service quality it. The’ service sector, determining this necessity in the light of "You can not make it better unless you can measure ", it tries to measure service quality in a more effective way. In fact, there has been substantial body of research on this field. Among these studies, the most popular one is Parasuraman, Zeithaml and SERVQUAL model developed by Berry. Reduced-to-one-type-service-features of SERVQUAL, limits its applicability in measuring service quality of libraries. Nitecki and Hernon, making their researches on librarianship sector, used a SERVQUAL-based instrument they formed, to measure quality service in libraries. This thesis adapt the model developed by Nitecki and Hernon and applied it in a university library in Turkey. The questionnaire was prepared and administered to a sample of 470 users and only 237 users were eligible for assessment. The reliability of known factors was tested first and after that the quadrant and difference analysis were applied. In that way, the applicable and non-applicable features for library users were determined. The results gained were presented visually in quadrant analysis and numerically in difference analysis. Considerable differences were found between expectations and perceptions of service quality. Detailed quadrant analysis was made for different user groups of the library. This analysis showed that there are differences of expectations and perceptions between user groups. For SERVQUAL criteria, the results of the previous studies that were obtarwed from similar studies conducted in librarian for librarianship sector before, were compared to our findings. The similar and different points of this comparison were determined. Physical conditions were found to be the most important determinant of service quality for the users of Beykent University Library.determined. were The research, established a very important communication channel between library users and library management. The open-end questions on the questionnaire form and the complaints written on these forms created an opportunity to share information about the potential problems and searching for ways to solve them.