Performance Measurement and Metrics

Purpose – This paper aims to investigate users' individual differences such as gender and status in service quality assessment of Independent University, Bangladesh Library (IUBL), a top-ranking private university library in Bangladesh.

Design/methodology/approach – A survey was conducted among IUBL users using modified version of SERVQUAL instrument. User responses for minimum, expected, and perceived services were calculated by gender and status. The gap scores between perceived and minimum services (adequacy gap) and perceived and expected services (superiority gap) by different groups were computed. Finally, the gap scores of gender and status groups were compared statistically using Mann-Whitney and Kruskal-Wallis tests.

Findings – The results showed overall IUBL met minimum service expectations of its gender and status groups. However, desired service expectations were not met though they were close to desired service quality. There were significant differences in gap scores by both gender and status groups. The overall and dimensions superiority gaps were significant between male and female users. Similarly, the overall adequacy gap and dimension-wise gaps were significant across status groups. These findings suggest that SERVQUAL scores differ across library users' gender and status.

Originality/value – The SERVQUAL modification is done carefully as per local settings. Furthermore, this is the first time an attempt has been made to assess individual differences in service quality of a private university library system in Bangladesh.