The effects of perceived service quality dimensions in university libraries on students' satisfaction, value and loyalty formations

Service quality is the level of customer satisfaction that meets the needs, expectations of customers and how much they overlap. With technological developments, the importance of service quality in university libraries, which are non-profit organizations, is increasing day by day. The main goal of university libraries should be to meet the needs and expectations of their users in a way that satisfies them and to satisfy them in terms of the service they offer. It is seen that the studies carried out in this field have increased in parallel with the importance of service quality. Increasing importance has revealed the necessity of measuring service quality effectively. Different perspectives and various studies have emerged to measure service-based quality within information science and library activities. In this study, the effects of perceived service quality dimensions on students' satisfaction, value and loyalty formations in Ankara Gazi University, Hacettepe University, Yıldırım Beyazıt University and Çankırı Karatekin University libraries were investigated. The aim of the research is to reveal the effect of the perceived service quality of the students studying at different universities and using the library on the satisfaction, value and loyalty formations on the students by using the LibQUAL+™ service quality measurement questionnaire. It is thought that this study will contribute to the studies and literature to improve the service quality of university libraries by evaluating the results of the findings and presenting various suggestions. According to the analysis as a result of the study; It has been concluded that electronic resources and space dimensions, which are among the dimensions of library service quality, have the highest impact on students' loyalty, value and satisfaction.