Service Quality Assessment of Library at an Educational Tourism Institution

Today, within the framework of the rapidly growing education tourism in Northern Cyprus, many universities, especially Eastern Mediterranean University, enable education services to students who come from various countries of the world; and we can say that libraries have the biggest role among all service units within these institutions. Providing information and documents to its users, EMU, Özay Oral Central Library carries the risk of falling short in terms of quality in today's changing conditions. For this reason, we felt the need to measure and evaluate the library's service quality level from the users' point of view by choosing a suitable method. Consequently, we obtained quantitative valid and reliable data from 285 target participants with an online-based Likert-scale survey that helped us to make proper analyzes. Of this number, 165 are men and 120 are women, the largest number in terms of positions (117) here are undergraduate students, then graduate and doctoral students with the participation of 107, and the rest are academic staff. All details of this study are indicated in the "data analysis and findings" chapter of the thesis with various tables and figures. However, to summarize, the average score values of the "General Results" shown in Table 5 and Figure 5, respectively; the first seems to be related to the attitude and behavior of the best service personnel towards them. Second, it concerns whether the library provides the useful and necessary information to users in their academic work. The third is for the entire library service quality, which is evaluated in a holistic framework. The overall service quality of the Library is better than the average score value of other specific services, although it remains slightly below user expectation in terms of competence. Keywords: educational tourism, Edu-tourist, customer satisfaction, student satisfaction, service quality, library service quality