Assessment of service quality of Astan-e Quds Razavi's libraries based on ServQual

The purpose of this study was to evaluate service quality of the Astan Quds Razavi's libraries Based on ServQual Model.
The present study was done by survey analytical method. Research populations were all users of Astan Quds Razavi's libraries located out of Mashhad. Using random sampling with proportional allocation, 382 persons were selected. The data gathering tool was ServQual standard questionnaire. T-test and ANOVA were used for data analysis.
Findings: The libraries could not fulfill their user’s expectations in none of the qualitative dimensions except for the assurance. The maximum gaps were about the reliability and the minimum was related to replication. Among all libraries, Dargaz library had the best and Shushtar library had the lowest service quality.
There is a negative gap in service quality in male and female point of view and in all levels of education; the amount of this gap was bigger in female's point of view and also in M.A degree. Finally, negative gap in the service quality libraries associated with Astan Quds Razavi was obtained.