Assessing University Students’ Satisfaction with Web-Based Library Services Based on SERVQUAL Model: A Case of a Pakistani University

Abstract The aim of this study was to evaluate the service quality of Pakistani university libraries in the context of the user satisfaction. A quantitative survey was conducted to collect data from postgraduate students. The multi-dimensional modified SERVQUAL structured questionnaire consisting of 23 statements was used as a data collection instrument. The results revealed that users were satisfied with the “Empathy” dimension, showing that users were satisfied with the behavior of library staff and the friendly environment between the users and the library personnel. However, there was a gap in the expected service quality and perceived service quality in the four dimensions of SERVQUAL (“Tangible,” “Reliability,” “Responsiveness,” and “Assurance”). The findings of the study would support university library professionals to improve web-based library services. The study would be a useful addition to the body of knowledge.