An application to improve the service quality in documentation and information centers :The example of Marmara University Central Library

This study seeks to indicate the concept of consumption, a lifetime activity for humans, to provide a clear and a concise definitionfor the concept of service, a natural outcome of consumption, and to reveal the concept of service quality, which aims to enrich and bring more value to service. Also, it isintended in the study to render information on the significance of concept of service, being one of the most influential service centers in the present day. While the initial part of this study aims to illustrate the concepts of service, quality and service quality, the latter is intendedto emphasize the significance of service quality at information and documentation centers. The subsequent parts indicate the evaluation of service quality, and LIBQUAL and SERVQUAL, both of which in the thesis may perfectly well serve as a model. A questioniarre to evaluate service quality was designed and submitted to those at the central library of University of Marmara. Ofthe participants of the study are the students at the central library and those from outside of the school. The outcomes of the survey were collected and evaluated. The findings revealed the fact that % 65 of the users displayed their satisfaction. The final part of the study emphasizes some information on the content of the questionnairre administered at the central library of University of Marmara as well as the evaluations and future suggestions