Exploratory Determinants Of Service Quality In Academic Libraries: Users’ Perspective

Today’s competitive environment focuses not only on providing high quality goods and services to their customers, but also emphasis to satisfy them at angle of three sixty degree. Libraries are also facing the same change and challenge in this age of information. This study examined the library users’ satisfaction about library services, measured on seven determinants, which were service quality, library atmosphere, staff attitude, technological facilities, electronic resources, user satisfaction and user’s loyalty. Survey research method used to conduct this study and initial data collected through a structured questionnaire. Which was divided into two parts, first was comprised of statements regarding users’ satisfaction with libraries of their concerned universities. The second part was about demographic information regarding the respondents. Before administering questionnaire, the respondents briefed about the questions. The university students were the population for this study, the probability stratified random sampling method used to ensure equal chance for each participant. The collected data analyzed through Statistical Package for Social Sciences (SPSS), along with descriptive statistics ANOVA test was applied for getting answers of research questions. The study concluded, students are satisfied with university libraries staff members’ attitude, found them cooperative, supportive and encourage students to use libraries effectively. The libraries service quality are pleasurable but not up to the expectations. The study concluded, students are satisfied with university libraries staff members’ attitude, found them cooperative, supportive and encourage students to use libraries effectively. The libraries service quality are pleasurable and up to the expectations. The users are not satisfied with library atmosphere, availability of electronic resources to meet users’ anticipations, technological facilities, Online Public Access Catalogs and websites are interactive. To answer research question, dig out high impact factors for student satisfaction are latest technological facilities and service quality. Keyword: Service quality, Digital resources, User satisfaction, Academic libraries, Digital libraries, Resources integration, Pakistan, Library user

Exploratory Determinants Of Service Quality In Academic Libraries: Users’ Perspective

Today’s competitive environment focuses not only on providing high quality goods and services to their customers, but also emphasis to satisfy them at angle of three sixty degree. Libraries are also facing the same change and challenge in this age of information. This study examined the library users’ satisfaction about library services, measured on seven determinants, which were service quality, library atmosphere, staff attitude, technological facilities, electronic resources, user satisfaction and user’s loyalty. Survey research method used to conduct this study and initial data collected through a structured questionnaire. Which was divided into two parts, first was comprised of statements regarding users’ satisfaction with libraries of their concerned universities. The second part was about demographic information regarding the respondents. Before administering questionnaire, the respondents briefed about the questions. The university students were the population for this study, the probability stratified random sampling method used to ensure equal chance for each participant. The collected data analyzed through Statistical Package for Social Sciences (SPSS), along with descriptive statistics ANOVA test was applied for getting answers of research questions. The study concluded, students are satisfied with university libraries staff members’ attitude, found them cooperative, supportive and encourage students to use libraries effectively. The libraries service quality are pleasurable but not up to the expectations. The study concluded, students are satisfied with university libraries staff members’ attitude, found them cooperative, supportive and encourage students to use libraries effectively. The libraries service quality are pleasurable and up to the expectations. The users are not satisfied with library atmosphere, availability of electronic resources to meet users’ anticipations, technological facilities, Online Public Access Catalogs and websites are interactive. To answer research question, dig out high impact factors for student satisfaction are latest technological facilities and service quality. Keyword: Service quality, Digital resources, User satisfaction, Academic libraries, Digital libraries, Resources integration, Pakistan, Library user