| This study uses SERVQUAL, a widely used instrument to assess service quality based on repeated service encounters rather than a specific one, to measure the service quality in the reference services of the Lebanese American University (LAU) libraries. It assesses the gap between the perceptions and expectations of the five dimensions (Tangibles, Reliability, Responsiveness, Assurance, Empathy) that constitute the SERVQUAL instrument. The instrument, through distributing 400 questionnaires to users of LAU libraries, gathered the respondents' views of the service quality at LAU. The results were analyzed using a quadrant analysis as well as the gap scores. The findings reflect a statistically significant gap between the users' perceptions of performance and expectations.; This study partially supports the hypothesis that identifies reliability as the most important quality in evaluating library services. It, also, supports the hypothesis that identifies tangibles as the least important quality in library services. As in previous studies, the theory of commonality is partially supported by this project since it ranks reliability, assurance, and responsiveness dimensions equally high. This result reflects the respondents' attitude towards service quality in the combined LAU libraries as well as, individually, in both Byblos and Beirut libraries. |
