3 research outputs found
Service quality in University of Colombo libraries: an assessment
170-183Survey
of 614 users of the University
of Colombo Library system
using a modified version of SERVQUAL was carried
out
to ascertain the views of library users about the service level. They were
asked to assess the actual service delivered by
the
library; to establish the importance of the service to them as users; and, to
identify to what extent the service met their
expectations.
Exploratory factor analysis with Varimax rotation was employed to identify
underlying dimensions of service
quality
of the Library and the best predictor of the overall service quality of the University of Colombo Library was
identified
by regression analysis. Finds that the service quality of the University of Colombo
Library System was
represented
by seven dimensions and the best predictor of the overall service quality was
the dimension referred to as
“Collection
and Access”. This is the first user survey conducted in University Libraries in
Sri Lanka
to assess the service
quality through user perspectives,
discovering service quality factors