Conceptualizing an Integrated Service Quality Model (ISQM) for University Libraries

Arachchige, J J G Conceptualizing an Integrated Service Quality Model (ISQM) for University Libraries., 0224 . In Ruhuna Quality Assurance Sessions 2024 (RUQAS 2024), University of Ruhuna, Faculty of Allied Health Sciences, Galle, 30th December 2024. [Conference paper]

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English abstract

The rapid evolution of academic libraries necessitates ongoing refinement of service quality models to address contemporary demands. Traditional evaluation methods face challenges such as inconsistent data collection and limited direct user feedback. Consequently, there is a shift towards outcome-based assessments, which focus on the quality of services from the user‘s perspective. This article explores whether current service quality evaluation models for academic libraries meet today‘s complex measurement requirements. A comprehensive literature review was conducted to identify and analyze existing models used for evaluating academic library service quality. Databases such as ProQuest, Google Scholar, Shodhganga, and E-LIS were consulted, providing access to a broad range of peerreviewed articles, theses, and reports. The models identified were subjected to qualitative analysis to examine their content, evaluation criteria, focus, framework, application, strengths, and weaknesses. This analysis offered insights into each model's effectiveness and limitations in the context of modern academic libraries. Key models evaluated include the Balanced Scorecard (BSC), European Foundation for Quality Management (EFQM) model, SERVQUAL, SERVPERF, and LibQUAL+™. Each model offers unique perspectives on service quality but shows varying degrees of effectiveness depending on the context. For instance, though the BSC and EFQM provide comprehensive frameworks for strategic planning and organizational performance, they require significant adaptation for library settings. On the other hand, models such as SERVQUAL and LibQUAL+™, which focus on user satisfaction and service quality, are more prevalent in the library sector but face criticism for relying heavily on subjective perceptions. Based on the findings, the article proposes a new Integrated Service Quality Model (ISQM) for academic libraries. This model integrates elements from existing frameworks to address their limitations and align with the evolving needs of academic institutions. Emphasizing a user-centered approach, technological integration, and outcome-based evaluation, ISQM aims to exceed stakeholder expectations. The model represents a significant advancement in creating a comprehensive and adaptable framework for assessing and enhancing library service quality. Further research is needed for effective implementation to develop a comprehensive framework for evaluating modern university library quality.

Item type:	Conference paper
Keywords:	Academic Library, ISQM, Library Quality Models, Service Quality Measuring, Service Quality Tools
Subjects:	F. Management. > FZ. None of these, but in this section.
Depositing user:	Mr. J.J.G. Arachchige
Date deposited:	16 Jun 2025 13:27
Last modified:	16 Jun 2025 13:27
URI:	http://hdl.handle.net/10760/46321

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