Historical Evolution from Measuring Service Quality to Library User Experience: 96 83

A Conceptual Review of Related Concepts

Authors

  • 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

          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.

          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

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          Published

          2020-02-01

          Issue

          Vol. 8 No. 2 (2020): International Journal for Innovation Education and Research

          Section

          Journal Articles

          License

          Copyright (c) 2020 Niluka Harshani Kaththota Ralalage, K. R. N. Harshani , Ali Khatibi , S.M.Ferdous Azam

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          This work is licensed under a Creative Commons Attribution-NoDerivatives 4.0 International License.

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          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