Historical Evolution from Measuring Service Quality to Library User Experience::  A Conceptual Review of Related Concepts

Niluka Harshani Kaththota Ralalage; K. R. N.  Harshani; Ali  Khatibi; S.M.Ferdous  Azam

doi:10.31686/ijier.vol8.iss2.2164

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.

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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Historical Evolution from Measuring Service Quality to Library User Experience:

A Conceptual Review of Related Concepts

Authors

Niluka Harshani Kaththota Ralalage

K. R. N. Harshani

Ali Khatibi

S.M.Ferdous Azam

DOI:

Keywords:

Abstract

Author Biographies

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

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