SERVICE QUALITY EVALUATION AND IMPROVEMENT SUGGESTIONS FOR QATAR NATIONAL LIBRARY

Abstract

With the popularity of the internet, public libraries must measure and improve service quality to remain competitive. This study explores service awareness and quality perceptions at Qatar National Library. A digital LibQUAL+ survey was distributed to the Qatar University community, library visitors, and the general public for a valid sample size of 98. Results showed high awareness levels of lending, private spaces, internet access, and digital resource services. Minimum expectations were generally met but not exceeded. However, statistically significant differences were found both in service superiority between the 18-22 age group and older age groups in the Library as Place dimension, and in service adequacy between post-graduate visitors versus other education levels in every quality dimension except Service Affect. Overall, Library as Place had the highest service quality scores relative to Service Affect and Information Control dimensions. Improvements are needed to increase service awareness and exceed expectations in every dimension.