Defining service success in research libraries: Case study of Centre for Islamic Studies (ISAM) Library

In this study, information about service success in libraries is provided, and factors that affect service success in research libraries are examined. The answer to the question of how, and to what extent, the activities related to the identification, planning, classification, presentation, publicization, provision, revision and evaluation of library services, have an effect on the success of library service is sought. For this purpose, 40 individuals have been asked to participate in semi-structured interviews. In light of the findings obtained, the factors that provide success in library services were applied to the case study of ISAM Library. In this study, which employs a "case study" design through "qualitative research", applies 17 semi-structured questions to the working group of 40 individuals who were chosen by the "maximum variation sampling" technique using the "purposive sampling" method. The data obtained from the interview answers, field notes, document reviews, and the data obtained by observation are evaluated in the context analysis method. The MAXQDA Analytics Pro program is used to analyze data. According to the results of the study, factors affecting service success in libraries have been categorised as follows; Open Rack System, Acoustic, Lighting, Outdoor Service Delivery, Flexible Space, Hygiene, Indoor ergonomics, Indoor Mech Diversity, Air Conditioning, Garden, Health and Safety, Accessibility of Location, Architecturial design, Printed Resources, Electronic Resources, Archive, Documentation, Collection Formation and Development, Publicity, Public Relations, Social Media, User-related Services, Membership Transactions, User Services External to Research Services, Photocopying Services, Opening Hours, Service Fees, User Loyalty, User Insights, Onsite Service, Remote Service, Communication, Competence, Staff Diversity, Web Page Design, Digital Technologies, Computer Technologies, Internet Service for Personal Access, and Modern Library Technologies Usage. The code presented below these categories provide detailed information about service success features. In line the findings of the study, suggestions have been developed for the evaluation of library services in theory, as well as the development of sample applications and library services. This study was prepared according to the Istanbul University Thesis Preparation Directive, the Second System is taken into account in the "Table of Contents" section; Item 18/f-2 is taken into account in the text references; example 4 is taken into account in the "Bibliography/Resources" section. The Turkish Language Institution's Spelling Guide (online) was used in the writing of the thesis. . To ensure the consistency of terms used, the "Management of Research Data Training Portal" which can be accessed at https://acikveri.ulakbim.gov.tr/ was used. Keywords: Research Library, Service Success, ISAM Library, Centre for Islamic Studies, Library Services, Performance Assessment