LSQA scale: A tool for measuring users’ perceptions of service quality in libraries

Abstract

The main aim of the study is to develop library service quality assessment (LSQA) scale. Both qualitative and quantitative procedures are used to confirm the reliability and validity of the LSQA scale. Exploratory factor analysis (EFA) with varimax rotation is employed to indentify underlying dimensions of service quality of library. The LSQA scale includes four dimensions: (a) library infrastructure/environment, (b) library collection, (c) library services, and (d) library staff, which contains a total of 44 items. The reliability score Cronbach’s alpha for the scale is found to be 0.969, which shows the excellent nature and a strong relationship of each item. The LSQA scale mean and standard deviation is found to be 162.61 and 35.077, respectively. Kaiser-Meyer-Olkin value of sampling adequacy of the scale is found to be 0.932. It is hoped that the LSQA scale could help library professionals and scholars better understand users’ needs, to significantly improve and enhance the service quality of libraries.