Historical Evolution from Measuring Service Quality to Library User Experience:

A Conceptual Review of Related Concepts

Authors

  • Niluka Harshani Kaththota Ralalage a:1:{s:5:"en_US";s:26:"Senior Assistant Librarian";}
  • K. R. N. Harshani College of Business Administration, Management and Science University, Malaysia
  • Ali Khatibi Graduate School of Management, Management and Science University, Kuala Lumpur, Malaysia
  • S.M.Ferdous Azam Management and Science University, Kuala Lumpur, Malaysia

DOI:

https://doi.org/10.31686/ijier.vol8.iss2.2164

Keywords:

Service Quality, SERVQUL, Library User Experience, Library Service

Abstract

Experience reflects customers’ overall assessment of value rather than in relation to expectations, highlighting the importance of these perceptual attributes. These attributes reflect customers’ higher-order objectives leading to purchasing behavior better than technical aspects of service do, the latter subject to frequent changes due to technology and competition. Therefore perceptual attributes are more stable as the focus of evaluation of experience SERVQUAL focuses largely upon customers’ assessment of the service process and human interactions Individual components of a service encounter may be assessed as ‘good quality’, but that does not automatically mean that the overall experience is judged high quality, nor does measuring the components of service quality ensure that customers achieve their desired outcomes.

Downloads

Download data is not yet available.

Author Biographies

K. R. N. Harshani , College of Business Administration, Management and Science University, Malaysia

Ph.D., Candidate, Department of Marketing

Ali Khatibi , Graduate School of Management, Management and Science University, Kuala Lumpur, Malaysia

Professor of Marketing, Vice President for Business and Social Sciences

S.M.Ferdous Azam , Management and Science University, Kuala Lumpur, Malaysia

Associate Professor

References

Arnould, E. J., Price, L., & Zinkhan, G. M. (2002). Consumers. McGraw-Hill/Irwin.assessment of a reassessment”, Journal of Marketing, Vol. 58 (1), 132-9.
Berry, L. L., Carbone, L. P., & Haeckel, S. H. (2002). Managing the total customer experience. MIT Sloan management review, 43(3), 85-89.

Baines, T. S., Lightfoot, H. W., Evans, S., Neely, A., Greenough, R., Peppard, J., ... & Alcock, J. R. (2007). State-of-the-art in product-service systems. Proceedings of the Institution of Mechanical Engineers, Part B: journal of engineering manufacture, 221(10), 1543-1552.

Berry, L. L., Zeithaml, V. A., & Parasuraman, A. (1990). Five imperatives for improving service quality. MIT Sloan Management Review, 31(4), 29
.
Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of marketing, 30(1), 8-32.

Calvert, P. J., & Hernon, P. (1997). Surveying Service Quality within University Libraries. Journal of Academic Librarianship, 23(5), 408-15.

Chandon, P., Morwitz, V. & Reinartz, W. (2005) Do intentions really predict behavior? Selfgenerated validity effects in survey research. Journal of Marketing, 69(2), 1–14.

Edgar, B. (2006). Questioning LibQUAL+: Critiquing its assessment of academic library effectiveness. Proceedings of the American Society for Information Science and Technology, 43(1), 1-17.

Gambetti, R. C., & Graffigna, G. (2010). The concept of engagement: a systematic analysis of the ongoing marketing debate. International Journal of Market Research, 52(6), 801-826.

Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience:: An overview of experience components that co-create value with the customer. European management journal, 25(5), 395-410.

Gilmore, J. H., & Pine, B. J. (2002). Differentiating hospitality operations via experiences: Why selling services is not enough. Cornell Hotel and Restaurant Administration Quarterly, 43(3), 87-96.

Klaus, P. P., & Maklan, S. (2013). Towards a better measure of customer experience. International Journal of Market Research, 55(2), 227-246.



Lemke, F., Clark, M., & Wilson, H. (2011). Customer experience quality: an exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39(6), 846-869.

MacDonald, C. M. (2015),User experience librarians: user advocates, user researchers, usability evaluators, or all of the above?. In Proceedings of the 78th ASIS&T Annual Meeting: Information Science with Impact: Research in and for the Community (p. 55). American Society for Information Science.
Miller, P. (2006). Coming together around Library 2.0: a focus for discussion and a call to arms. D-lib magazine, 12(4), 12-19.

Morrison Coulthard, L. J. (2004). A review and critique of research using servqual: A review and critique of research using SERVQUAL. International Journal of Market Research, 46(4), 479-497.

Nadiri, H., & Mayboudi, S. M. A. (2010). Diagnosing university students’ zone of tolerance from university library services. Malaysian Journal of Library & Information Science, 15(1), 1-21.
Nitecki, D. A. (1996). Changing the concept and measure of service quality in academic libraries. The Journal of Academic Librarianship, 22(3), 181-190.
Nitecki, D.A. and P. Hernon, (2000) Measuring service quality at Yale University’s libraries. Journal of Academic Librarianship, 26(4), 259-273.

Nitecki, D.A., (1996) Changing The Concept and Measure of Service Quality in Academic Libraries. Journal of Academic Librarianship, 22(3), 181-190.

Parasuraman, A., Zeithamal, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, 64(1), 12-40.

Payne, A. F., Storbacka, K., & Frow, P. (2008). Managing the co-creation of value. Journal of the academy of marketing science, 36(1), 83-96.

Pine, J.B. II and Gilmore, J.H. (1998), “Welcome to the experience economy”, Harvard Business Review, 76 (4), 97-103.

Roslah, J., & Zainab, A. N. (2007). Identifying what services need to be improved by measuring the library's performance. Malaysian Journal of Library and Information Science, 12(1), 35–53.

Rowley, J. (2003). Information marketing: seven questions. Library management, 24(1/2), 13-19.

Rowley, J. (2006), “An analysis of the e-service literature: towards a research agenda”, Internet Research, 16(3), 339-359.

Schouten, J. W., & McAlexander, J. H. (1995). Subcultures of consumption: An ethnography of the new bikers. Journal of consumer research, 22(1), 43-61.

Sharma, N. & Patterson, P. (2000) Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services. International Journal of Service Industry Management, 11(5), 470-475.

Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction–a factor specific approach. Journal of services marketing, 16(4), 363-379.

Tucker, R. B. (1991). Ten driving forces of change. Canadian Manager, 16(2), 16-17.

Vargo, S.L., & Lusch, R.F. (2004b). Evolving to a new dominant logic of marketing. Journal of Marketing, 68(1), 1-17.

Verhoef, P. C. (2003). Understanding the effect of customer relationship management efforts on customer retention and customer share development. Journal of marketing, 67(4), 30-45.

Downloads

Published

01-02-2020

How to Cite

Kaththota Ralalage, N. H., Harshani , K. R. N. ., Khatibi , A. ., & Azam , S. . (2020). Historical Evolution from Measuring Service Quality to Library User Experience:: A Conceptual Review of Related Concepts. International Journal for Innovation Education and Research, 8(2), 18–26. https://doi.org/10.31686/ijier.vol8.iss2.2164