An Assessment of the Quality of Services in Public Libraries Using the Gap Analysis Model, Based on the Users' Perspective; study Case: Public Libraries Located in West Azarbayjan Province

Purpose. The main purpose of this study is to determine of services quality in West Azarbayjan public libraries using the gap analysis model, Based on the Users' Perspective.   Methodology. This study is an applied research that was conducted by survey Method. The population of research were members of West Azarbayjan public libraries that 450 people were randomly selected as samples. Last version of LibQual questionnaire was used for gathering data and T-student and Levine tests were used to analyze the data.   Results. The results show that the users of public libraries in West Azarbaijan province have more than minimum satisfaction from employees. In the area of ​​resources, in all cases, libraries have been able to meet at least the expectations of users, but have not been able to provide the minimum expected level of users in the area of ​​access to online resources, simple tools for accessing and searching information, modern equipment for easy access to the required information, and are also at a significant distance. In terms of library space, none of the libraries has been able to meet the minimum level of expectations and is far from the maximum.   Values and Originality: The results of this research can help administrators and public libraries of the country and the province to improve the quality of services; also, to bridge the gap between the maximum desirability of quality services with the actual level currently provided, it can be accurately mapped and planned.