Historical Evolution from Measuring Service Quality to Library User Experience:

• Niluka Harshani Kaththota Ralalage

  a:1:{s:5:"en_US";s:26:"Senior Assistant Librarian";}

  Author

• K. R. N. Harshani

  College of Business Administration, Management and Science University, Malaysia

  Author

• Ali Khatibi

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

  Author

• S.M.Ferdous Azam

  Management and Science University, Kuala Lumpur, Malaysia

  Author

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.

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

   Ph.D., Candidate, Department of Marketing

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

   Professor of Marketing, Vice President for Business and Social Sciences

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

   Associate Professor

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