Measuring the quality of information services and their role in achieving user satisfaction using the QS5 model: The Central Library at the University of Basra as a model: An analytical study.
DOI:
https://doi.org/10.32792/tqartj.v4i54.929Keywords:
Keywords: Information service quality, user satisfaction, 5QS model, Quality metrics ,central library university.Abstract
This study aimed to evaluate the quality of information services in the University of Basrah libraries and measure user satisfaction using the QS5 model, which includes five main dimensions: quality of objectives, quality of process, quality of infrastructure, quality of interaction, and quality of overall feeling. The study employed a descriptive-analytical approach, and data were collected through a questionnaire distributed via Google Drive to a sample of (67) staff members from the central library and college libraries at the University of Basrah. The data were analyzed using SPSS software to determine means and standard deviations, and Pearson's correlation coefficient was used to assess construct validity.
The results showed that the quality of information services across all dimensions ranged from low to moderate, with the quality of objectives scoring at (2.41), process quality at (2.11), infrastructure quality at (2.22), interaction quality at (2.09), and overall feeling at (2.00). These results indicate a relative deficiency in the library's ability to meet users' needs. The correlation coefficients also showed a strong, statistically significant relationship between the questionnaire items and the dimensions of quality, reflecting a good level of reliability in the measurement tool.
The study concluded that it is important to focus on developing the library's infrastructure, improving staff skills, and increasing the efficiency of the processes and services provided. The study also recommended enhancing the quality of interaction with users and improving their overall experience, which would contribute to increased satisfaction and higher quality of information services, leading to greater efficiency and effectiveness.
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