Abstract:
The rapid evolution of academic libraries necessitates ongoing refinement of service quality models to
address contemporary demands. Traditional evaluation methods face challenges such as inconsistent
data collection and limited direct user feedback. Consequently, there is a shift towards outcome-based
assessments, which focus on the quality of services from the user‘s perspective. This article explores
whether current service quality evaluation models for academic libraries meet today‘s complex
measurement requirements. A comprehensive literature review was conducted to identify and analyze
existing models used for evaluating academic library service quality. Databases such as ProQuest,
Google Scholar, Shodhganga, and E-LIS were consulted, providing access to a broad range of peerreviewed
articles, theses, and reports. The models identified were subjected to qualitative analysis to
examine their content, evaluation criteria, focus, framework, application, strengths, and weaknesses.
This analysis offered insights into each model's effectiveness and limitations in the context of modern
academic libraries. Key models evaluated include the Balanced Scorecard (BSC), European
Foundation for Quality Management (EFQM) model, SERVQUAL, SERVPERF, and LibQUAL+™.
Each model offers unique perspectives on service quality but shows varying degrees of effectiveness
depending on the context. For instance, though the BSC and EFQM provide comprehensive
frameworks for strategic planning and organizational performance, they require significant adaptation
for library settings. On the other hand, models such as SERVQUAL and LibQUAL+™, which focus
on user satisfaction and service quality, are more prevalent in the library sector but face criticism for
relying heavily on subjective perceptions. Based on the findings, the article proposes a new Integrated
Service Quality Model (ISQM) for academic libraries. This model integrates elements from existing
frameworks to address their limitations and align with the evolving needs of academic institutions.
Emphasizing a user-centered approach, technological integration, and outcome-based evaluation,
ISQM aims to exceed stakeholder expectations. The model represents a significant advancement in
creating a comprehensive and adaptable framework for assessing and enhancing library service
quality. Further research is needed for effective implementation to develop a comprehensive
framework for evaluating modern university library quality.
