Customer expectations and perceptions of music reference service quality in a public library

Abstract

Music reference service quality in a New Zealand public library was analysed from three perspectives: staff services, materials and potential services. Central and branch library users were surveyed using an adapted SERVQUAL service quality instrument to measure perceptions and expectations of music services in their library, with additional demographics also collected. The results showed difficulties accessing distributed library materials from branch libraries, poor promotion of some music services and issues concerning the online library catalogue's presentation of music resources. Overall perceptions were higher than the aggregated SERVQUAL scores, suggesting other factors are also important. Staff music services are not widely used at any location and there were issues around staff roles in the generalised public library environment. Potential services were highly desired by some but irrelevant to others. Overall, the research shows room for improvement in, but general goodwill towards public library music reference services.