Kütüphanelerde algılanan hizmet kalitesi ile kullanıcı memnuniyeti ilişkisi: Hasan Kalyoncu Üniversitesi Kütüphanesi örneği
The Effect of Perceived Service Quality in Libraries on User Satisfaction: The Example of Hasan Kalyoncu University Library

Summary/Abstract: In the 1990s, the industrial sector flourished and the production of goods saw the maximum level. Due to the nature of the service sector, the quality level of the service provided cannot be measured as easily as the quality level of goods production. The main objectives of all units that produce services have been to provide a quality service, to produce quality goods and to satisfy the customer. Quality service will be explained in this study through libraries. The main problem of the study is to determine the relationship between perceived service understanding in libraries and customer satisfaction. As a result of the analyzes made, it has been determined that there is a positive and significant relationship between the perceived service quality and the perceived service quality sub-dimensions and user satisfaction. In addition, it has been determined that the service quality and user satisfaction perceived by the users in library services differ significantly according to the education level and the faculty they are affiliated with.

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