Service Quality Experience of People with Disabilities in Public Libraries

Informed Consent Statement:


You are invited to participate in this research study entitled “Evaluating Service Quality for Disabled Users in Public Libraries: A Comparative Study of Zhejiang and Shanxi Provinces of China.”

This study aims to understand and compare the service experiences of people with disabilities in public libraries in Zhejiang and Shanxi.


Your participation is voluntary, and you may refuse to participate or withdraw at any time without any penalty.

All responses will remain anonymous and confidential, and the collected data will be used solely for academic research purposes. No personal identifying information will be disclosed or shared with any third party.


The questionnaire will take approximately 10–15 minutes to complete.

By proceeding to answer the questions, you indicate that you have read and understood the information above and voluntarily agree to participate in this study.


If you have any questions about this research, please contact the researcher:

Ren Yuqiao (Master of Library and Information Science, University of Malaya)

Email: 23095199@siswa-old.um.edu.my
Section A: General Information
1. What is your age group?
2. Gender:
3. Type(s) of disability:
4. In which province is the public library you are evaluating located?
5. Have you used public library services in the past 12 months?
6. When answering this questionnaire, which level of public library were your responses based on?

Section B: Perceptions of Service Quality (SERVQUAL Dimensions)

Instructions: Please rate the following statements based on your most recent experience using a public library.


Use a scale of 1 to 5:

1 = Strongly Disagree 2 = Disagree 3 = Neutral 4 = Agree 5 = Strongly Agree

1. Tangibles
  • Strongly Disagree
  • Disagree
  • Neutral
  • Agree
  • Strongly Agree
a) The library’s accessibility facilities (e.g., ramps, elevators, braille signs) are well-maintained.
b) The library’s physical environment (lighting, cleanliness, space) is suitable for disabled users.
c) Assistive tools (e.g., screen readers, magnifiers, accessible OPAC) are available and functional. (in-library)
d) The library website and online resources are accessible to screen readers and easy to navigate. (online)
2. Reliability
  • Strongly Disagree
  • Disagree
  • Neutral
  • Agree
  • Strongly Agree
a) The library delivers its services as promised (e.g., borrowing, information inquiries).
b) The library delivers services accurately and without errors.
c) Library opening hours and service schedules are reliable and suitable for disabled users.
3. Responsiveness
  • Strongly Disagree
  • Disagree
  • Neutral
  • Agree
  • Strongly Agree
a) Library staff show willingness and readiness to assist people with disabilities when needed.
b) When problems occur, staff respond quickly and provide effective solutions.
c) Library staff follow up to ensure that users' requests or issues are fully resolved.
4. Assurance
  • Strongly Disagree
  • Disagree
  • Neutral
  • Agree
  • Strongly Agree
a) Library staff have the knowledge and technical skills necessary to serve users with disabilities effectively.
b) Library staff communicate clearly, patiently, and respectfully with users with disabilities.
c) I feel secure and confident when using library services, including when requesting special assistance.
5. Empathy
  • Strongly Disagree
  • Disagree
  • Neutral
  • Agree
  • Strongly Agree
a) The library understands and cares about the specific needs of users with disabilities.
b) I feel that the library offers personalized attention to disabled users.
c) The library considers feedback from disabled users when improving services.
Section C: Overall Evaluation
1. How satisfied are you with your overall public library experience?
2. Compared to other public services, how friendly is the library to disabled users?
3. Overall, how would you rate the accessibility of both physical and digital library services?
Section D: Open-ended Questions (Optional)
1. In your opinion, what aspects of the library service for disabled users are done well?
2. What improvements would you suggest?
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