Purpose

The purpose of this study is to measure the gap and compare the quality of services provided by the Central Library of the University of Tehran and Allameh Tabataba'i University and identify the components of service that need improvement in these libraries.

Design/methodology/approach

In this study, a descriptive survey method is used for data collection. The study sample contains 205 people selected out of 31,000 members of Tehran University and 100 people out of 15,000 members at Allameh Tabataba'i University. The LibQual tool is used to measure different levels of users' perceptions of library service quality.

Findings

Based on the findings of the study, the level of service received at the University of Tehran was higher than the minimum expected level, and at Allameh Tabataba'i University, the level of service received was lower than the minimum level of expected, which indicates users' satisfaction at this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University. In the index of information control and library as a place in Tehran University, the level of service received was higher than the minimum level and in Allameh Tabataba'i University, the level of service received was lower than the minimum level, which indicates the satisfaction of users in this index at the University of Tehran and users' dissatisfaction at Allameh Tabataba'i University.

Practical implications

Service quality, or quality of service, is the measurement and comparison of the size of service provided with users' expectations. The following principles illustrate the dimensions of service quality: Quality of service is much more difficult to measure than the quality of goods. The quality of service is based on users' expectations. Quality of service varies in status, meaning that the quality of a service is measured against the customer's initial expectations of that service (Parasuraman et al., 1985).

Originality/value

Being the first performance evaluation, community synchronization, economic justification, user satisfaction and customer orientation are the values of the present study.

中文翻译：

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德黑兰大学与阿拉梅塔巴塔巴伊大学中央图书馆服务质量差距评估与比较

目的

本研究的目的是衡量差距并比较德黑兰大学中央图书馆和阿拉梅塔巴塔巴伊大学提供的服务质量，并确定这些图书馆需要改进的服务组成部分。

设计/方法/方法

本研究采用描述性调查方法进行数据收集。研究样本包含从德黑兰大学的 31,000 名成员中选出的 205 人，以及从阿拉梅·塔巴塔巴伊大学 (Allameh Tabataba'i) 的 15,000 名成员中选出的 100 人。LibQual 工具用于衡量不同层次的用户对图书馆服务质量的感知。

发现

根据研究结果，德黑兰大学接受的服务水平高于预期的最低水平，而阿拉梅塔巴塔巴伊大学接受的服务水平低于预期的最低水平，这表明德黑兰大学用户对该指数的满意度和阿拉梅塔巴塔巴伊大学用户的不满。在德黑兰大学的信息控制和图书馆指标中，所接受的服务水平高于最低水平，而在阿拉梅塔巴塔巴伊大学，所接受的服务水平低于最低水平，表明满意度德黑兰大学该指数中的用户数量和用户对 Allameh Tabataba'i 大学的不满。

实际影响

服务质量，或称服务质量，是对提供的服务规模与用户期望的比较。以下原则说明了服务质量的维度： 服务质量比商品质量更难衡量。服务质量基于用户的期望。服务质量因状态而异，这意味着服务质量是根据客户对该服务的初始期望来衡量的（Parasuraman等，1985）。

原创性/价值

作为第一个绩效评估，社区同步、经济合理性、用户满意度和客户导向是本研究的价值。