Design and development of an Assessment System of Service Quality in Iranian Academic Libraries

To design and develop a system using LibQual model to evaluate service quality of university libraries around Iran.
The LibQual questionnaire was validated first and then a software was set-upped based on this standard model. Descriptive survey and system design were employed. First, similar research and systems were studied and then with regard to the committee's approach, LibQual questionnaire was translated and customized. The validity of the translated questionnaire was confirmed by Cronbach’s alpha. Finally, based on findings from similar systems and customization for Iranian libraries, software infrastructure was prepared and collected information was uploaded in the system.
A web-based system for service quality assessment of Iranian libraries was launched which could get users’ feedback online at intervals. This system analyses the users’ views and provides results for libraries’ policy makers and managers and scientific community. This is the first library service quality assessment in Iran available online at: http://raf.irandoc.ac.ir
This system output will provide library managers with a scientific framework of users’ views, make it easier to improve service quality and raise users’ satisfaction.