MEASUREMENT OF SERVICE QUALITY AT ITU MUSTAFA INAN LIBRARY
Hatice Camgöz-Akdağ,Aycan Kaya, Tuğçe Beldek, Mustafa Özdemir & Onur Oruç
During the time technological improvement comes with different methods to save knowledge and also to make knowledge reachable. Although years past, the most important knowledge resources are still libraries. At libraries, it is vital to provide pleasantness and sustainability to transfer the knowledge for both students, academicians and also for the community. Quality issues can measure this. In literature, there are so many examples of measuring the satisfactory level of libraries. In this study, to increase service quality of ITU Mustafa Inan Library, a survey was prepared and applied at ITU. By using IBM SPSS program, factor analysis was made and as a result, factors effecting library service quality were determined as collection, personnel, e-services, other services and physical conditions. Besides, according to the answers of the library users, satisfaction levels of users were determined by using NPS technique (Net Promoter Score) and the weakest points having lower user satisfaction levels that must be improved were determined. This study was supported by ITU BAP as a Link Project.