Development and validation of an instrument to measure perceived service quality of an academic library in Costa Rica

Service management involves the responsibility of ensuring the effectiveness of business operations in terms of meeting customer requirements. A good service is judged not only by meeting customer requirements but also by the way the customers perceive and interpret the received service. To know how effective the service is, the quality of the service can be measured. For this aim it is necessary to target actual service elements to improve and to weigh the evaluation of service elements relative to the importance that customers place on them. The literature shows that service quality outcome and measurement are dependent on the type of service setting, situation, needs and other factors. General instruments to measure perceived service were developed in the context of main dimensions proposed by general service quality models. However, it is important to develop new instruments which are directly targeted to the context reality. Based upon conceptual models the goal of this study is to target actual service elements that customers from an academic library in Costa Rica deem important. Using the identified elements the dimensions of service quality are developed and validated to measure user perceived service. It was discussed how appropriable knowledge on quality service can spurred the innovative capacity to improve library services.