Measurement of service quality with LibQUAL+® in university libraries: Model of Karadeniz Technical University Faik Ahmet Barutçu Library

Libraries that serve without profit are among the institutions that are affected by social events, changes and sometimes compelling reason. As a result of all kinds of technology, economy, political and cultural events in the society, it has made it necessary to restructure the libraries. This change has accompanied the adoption of the library approach that takes the user to the center. To be user-centered, the services provided by libraries must be evaluated by users. In order to understand the user satisfaction, service quality measurement should be done in certain periods. Especially for university libraries that are diverse in terms of user group, service quality measurement and evaluation is important for library and university reputation. As a sample of this research, LibQUAL+® service quality scale, which is used only by libraries and is used as an international standard scale, was used to evaluate the service quality of the Karadeniz Technical Üniversity Faik Ahmet Barutcu Library. The scale was applied to 686 library useres. In the light of the data obtained in this research, it was concluded that the service quality level was not met at a sufficient rate and the user satisfaction could not be provided at a sufficient rate.