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Service quality of the University of the Punjab's libraries An exploration of users' perceptions

Service quality of the University of the Punjab's libraries An exploration of users' perceptions Purpose – The purpose of this paper is to measure service quality of academic libraries of a major university from students' perspectives and to determine libraries' own performance towards meeting users' expectations. Design/methodology/approach – Research settings of the study were University of the Punjab's academic libraries, excluding the main library. A survey method was chosen as a method of investigation and a modified SERVQUAL questionnaire was used to explore users' desired and perceived service levels along a seven‐point Likert scale. The sample of the study was selected using stratified random sampling through proportional allocation. Findings – The results revealed that users' expectations were high as compared to their perceptions, and a discrepancy was found between expectations and perceptions of all 22 SERVQUAL statements. The overall service quality and satisfaction of the university's libraries was found to be somewhat good. Users were satisfied with library staff's courteous and caring behavior. However, university librarians desperately need to take remedial actions to improve library staff's competency and physical facilities. Users preferred the “tangibles” dimension more than other dimensions. Originality/value – This study is the first to measure the service quality of the university's academic libraries and is particularly significant for librarians and university administrators who wish to explore the strengths, weaknesses and threats of quality library services. The findings will assist them to review their service policies and take steps to improve service quality of a university's libraries. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Performance Measurement and Metrics Emerald Publishing

Service quality of the University of the Punjab's libraries An exploration of users' perceptions

Alia Arshad; Kanwal Ameen
Performance Measurement and Metrics , Volume 11 (3): 13 – Nov 30, 2010
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Publisher
Emerald Publishing
Copyright
Copyright © 2010 Emerald Group Publishing Limited. All rights reserved.
ISSN
1467-8047
DOI
10.1108/14678041011098578
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to measure service quality of academic libraries of a major university from students' perspectives and to determine libraries' own performance towards meeting users' expectations. Design/methodology/approach – Research settings of the study were University of the Punjab's academic libraries, excluding the main library. A survey method was chosen as a method of investigation and a modified SERVQUAL questionnaire was used to explore users' desired and perceived service levels along a seven‐point Likert scale. The sample of the study was selected using stratified random sampling through proportional allocation. Findings – The results revealed that users' expectations were high as compared to their perceptions, and a discrepancy was found between expectations and perceptions of all 22 SERVQUAL statements. The overall service quality and satisfaction of the university's libraries was found to be somewhat good. Users were satisfied with library staff's courteous and caring behavior. However, university librarians desperately need to take remedial actions to improve library staff's competency and physical facilities. Users preferred the “tangibles” dimension more than other dimensions. Originality/value – This study is the first to measure the service quality of the university's academic libraries and is particularly significant for librarians and university administrators who wish to explore the strengths, weaknesses and threats of quality library services. The findings will assist them to review their service policies and take steps to improve service quality of a university's libraries.

Journal

Performance Measurement and Metrics – Emerald Publishing

Published: Nov 30, 2010

Keywords: Customer services quality; Academic libraries; Perception; User studies; Pakistan

References

  • Library service quality assessment
    Awan, M.U.; Azam, S.; Asif, M.
  • Toward a TQM paradigm: using SERVQUAL to measure library service quality
    Coleman, V.; Xio, Y.; Bair, L.; Chollett, B.
  • Evaluation of Library and Information Services
    Crawford, J.
  • Management Basics for Information Professionals
    Evans, G.E.; Ward, P.L.; Rudaas, B.
  • The Management and Control of Quality
    Evans, J.R.; Lindsay, W.M.
  • Perspectives on …coping with change: issues facing university libraries in Pakistan
    Haider, S.J.
  • Assessing Service Quality: Satisfying the Expectation of Library Customers
    Hernon, P.; Altman, E.