Heroes in Waiting – An Evaluation of Users’ Perception of Public Libraries’ Services

Abstract We look in this paper at how library publics and the subsequent delivered services have evolved from the perspective of the theory of attribution and the theory of planned behavior. We then introduce a measurement scale for evaluating the service delivery quality of public libraries (SERVQUAL) and apply it in empirical research. Results show that the activities of public libraries which cater to all age groups and the diversity of resources they offer to the public, significantly predict (approximately 60%) users' perceptions of the quality of library services. Digital literacy activities provided by libraries to the public significantly predict (approximately 30%) users' perceptions of the quality of library services. The more active libraries are within the community, the more favorable the perception of the services they offer. A positive perception of the library is influenced by the librarian, especially when their name is known within the community. There are significant differences between rural and urban libraries regarding Seriousness, Responsiveness, and Empathy in service delivery, with these services being more favorably evaluated in urban areas. Women rate library services more favorably than men in terms of Safety and Empathy.