Effects of service quality on satisfaction in Eastern University Library, Bangladesh

Abstract

This study evaluated the effects of SERVQUAL dimensions on user satisfaction at Eastern University Library, Bangladesh. A modified SERVQUAL instrument was adapted to the local arrangements and included 30 statements under five dimensions with a seven-point Likert scale for evaluating the effects of library service quality on user satisfaction. A survey was conducted among 51 teachers and 163 undergraduate and 38 postgraduate students. The effects of five SERVQUAL dimensions were computed through multiple regression analysis, where the five dimensions were used as independent variables and user satisfaction was used as the dependent variable. The regression model was established as significant (p < 0.001) and explained the 56.9% variation in user satisfaction. The results recommended that tangible facilities (p < 0.001), staff responsiveness (p < 0.001) and the resources (p < 0.004) of the library significantly influenced user satisfaction. Several statistical methods supported the reliability and validity of the model, which will prompt further research on service quality and its impact on user satisfaction in academic libraries