Assessing students' satisfaction of the quality of library services based on SERVQUAL model: Case study of Islamic Azad University, Science and Research Branch

The purpose of this study was to investigate the level of students' satisfaction with the quality of services provided in the Central Library of the Islamic Azad University, Science and Research Branch based on SERVQUAL model.  

The research method is descriptive-survey. To determine the sample size using Cochran's formula, 381 people were obtained and through a questionnaire taken from Parsoman questionnaire. To determine the reliability of the questionnaire, Cronbach's alpha was used with 0.949 which shows the high reliability of the questionnaire. The data obtained from the collection of questionnaires were performed by SPSS22 software and statistical tests (t-test, Friedman test) and were prepared in the form of frequency distribution tables and graphs using Excel.

The average component of tangible factors is 3.71, the average rank of reliability is 2.84, the average component of responsiveness is 2.07 and the average empathy rank is 1.38.

It can be concluded that there is a positive and significant relationship between improving the quality of services provided and student satisfaction. The test results also showed that among the components of service quality, tangible factors have the greatest impact on improving the quality of services provided in the library.