Library Service Quality

This study investigates junior high school students' satisfaction with the library's service quality at a private institution and whether demographic factors influence their satisfaction with the services provided. The data showed that the students had high levels (M = 3.56) of overall satisfaction with the library's service quality (Composite M = 3.53) and that students rated the library as being quiet and conducive to studying (M = 3.66), which were the two highest-rated areas of library service quality. On the other side, computer units and internet access had the lowest level of library service quality according to students' ratings (M = 3.37). Also, a statistical analysis using the Kruskal-Wallis test found no differences in perceived library service quality (r = 3.41, p = 0.332) or student satisfaction (r = 7.47, p = 0.058) across grade levels. Therefore, it appears that students at the junior high level receive similar levels of library services regardless of grade. There was a strong positive correlation between perceived library service quality and student satisfaction (r = 0.850, p < 0.001), suggesting that as the library's service quality improves, the level of student satisfaction will increase. Beyond digital infrastructure limitations as an impediment to student success, physical characteristics (e.g., atmosphere), hours of operation, and interpersonal relationships with library staff all contribute significantly to a student's level of satisfaction. The researchers suggest that library managers create a more diverse digital infrastructure, ensure proper maintenance of existing computers, and increase their subscriptions to electronic resources so that traditional libraries can begin to operate as full digital learning ecosystems with active, living spaces.

Whether institutional sector-public or private-shapes librarians' perceptions of the internal and external factors that determine library service quality (LSQ) is an underexplored question in library and information science (LIS) research. This study investigated whether statistically significant differences exist between librarians' perceptions of internal library factors (library staff attitude, physical environment, and library leadership) and external library factors (government funding and policies, users' demand, global trends, and library location) influencing LSQ across public and private sector university libraries in Khyber Pakhtunkhwa (KP) and Islamabad, Pakistan. Drawing on census survey data from 154 librarians across 47 HEC-recognized from public sector and private sector universities and degree awarding institutions-independent-samples t-tests were conducted using SPSS 23, after confirming normality and homogeneity of variance assumptions. Results revealed no statistically significant mean variations in librarians' perceptions of internal factors between public sector and private sector universities (t (45) =-.284, p = .778), and nor in external factors (t (45) =-.639, p = .526). These null findings indicate a convergence of professional perceptions across institutional types, suggesting that LSQ improvement strategies are likely to be equally effective across both sectors. The findings carry important implications for library policy, institutional planning, and LIS professional identity discourse in Pakistan.

The main purpose of this study was to reveal the information seeking behavior of faculty members of Government College University, Lahore and to identify different attributes of information seeking behavior, (i.e., methods for keeping update, use of online databases and sources used to seek information etc). An effort was also made to know the impact of information and communication technologies on information seeking behavior.

The study was conducted in four phases. In the first phase, a comprehensive review of related literature was conducted to understand the theoretical and technical aspects of this study. In the second phase, instrument of questionnaire was developed for data collection with the help of reviewed literature.

The population of the study was all the full time regular staff of the University. Due to personal visits and contact by the researcher, the response rate was 72.4%. In the third phase, collected data were tabulated and analyzed to reach at conclusions. In the final phase, conclusions were drawn along with recommendations.

Findings of the study reveal that most of the respondents belong to the faculty of science and technology. Majority of the respondents used to converse with experts for seeking information. Respondents often used to seek information for teaching purposes and used Google and Yahoo search engines.

Respondents used electronic resources for seeking their specific information. They were pleased with overall environment, staff and services of the library although they mentioned some problems which they faced to seek their relevant information. The problems mentioned by the respondents indicate the need of formal training to use electronic resources for seeking information. Formal training will develop professional skills in respondents and satisfy their information needs.

Findings and recommendations of this study can be a helpful source in establishing the more friendly information system not only for the Government College University but all the institutions of Pakistan as well.

University library plays a dynamic role in accomplishing the overall goals of its parent organization by offering a range of services to fulfill needs of the academic community. Being a service institution, performance assessment of a university library is essential to determine whether the library meet its specific objectives and also to justify library spending. Library users are said to be satisfied when the quality of services match their expected level of services. This study aimed at assessing the level of service quality (SQ) offered by the central library of Maharshi Dayanand University (MDU), Rohtak, (India) from users' viewpoints using LibQUAL survey instrument in printed format. The survey results discovered that the library users have maximum desired expectations in Library as Place (LP) dimension amongst three dimensions. The actual library performance was also reported maximum in LP dimension, followed by Information Control (IC), and Affect of Service (AS) based on mean scores 6.45, 6.41, and 6.19 respectively. The users' overall perceived library service quality (LSQ) was found less than their desired level of LSQ. The results of this study will be helpful in improving library underperformance by reviewing the areas and items where LSQ shortfall has been observed.

Purpose The purpose of this paper is to evaluate the library service quality (LSQ) of University of Kashmir from the users’ perspectives based on the LibQUAL+ model approach. Design/methodology/approach The survey used the LibQUAL+ model to evaluate service quality (SQ) of Allama Iqbal Library (AIL), University of Kashmir, Srinagar (India). The data were collected from library users by administering the LibQUAL+ questionnaire in a printed format. Findings It has been revealed that AIL has succeeded in satisfying the minimum expectations of its users but could not meet the customers’ desired expectations that make them delighted. Library as Place (LP) and Information Control (IC) are the most satisfied dimensions of SQ of AIL, whereas Affect of Service (AS) is the least satisfied dimension. LP is the most desired dimension amongst LibQUAL+ dimensions. All LibQUAL+ items were found to be lying inside the zone of tolerance (ZoT). Further, “Library is secure and peaceful place for study...

The study aims to assess library service quality (LSQ) associated with user satisfaction of AC Joshi Library, Panjab University, Chandigarh, India. A modified SERVQUAL instrument was used to examine perceived LSQ and level of user satisfaction. The data was collected through questionnaire consisting items related with different library service attributes.The study considered a number of critical elements of service quality assessment. It was found that library environment and library services significantly predict the user satisfaction. The level of quality of different attributes, i.e., library environment, collection, staff, and services were significantly different across academic discipline of respondents.The study will be helpful for libraries to improve their quality of services and increase user satisfaction.

As libraries transition from physical repositories to digital knowledge hubs, cloud-based library management systems are transforming conventional librarianship. This paper explores the notion of ‘Cloud Librarianship’ through a comprehensive examination of Librarika, an affordable, cloud-integrated library management system gaining traction among libraries adapting to the post-physical information environment. Drawing from reflective practice and literature analysis, the study evaluates Librarika’s functionalities, user-friendliness, and scalability, and assesses its impact on community engagement and resource sharing. By enabling librarians to oversee collections, manage circulation, and engage users without physical infrastructure, Librarika exemplifies the shift toward adaptable, borderless, and user-focused services. The study also examines the challenges of metadata consistency, digital literacy, and data security in the cloud context, and positions Librarika within the broader evolution of Library Science. This paper also contributes to ongoing discussions about the future of libraries, encouraging policymakers and educators to recognize cloud platforms as essential elements of 21st-century knowledge infrastructure.

This study investigates the perceptions of final-year Information Studies students regarding the academic library services at a selected academic institution in South Africa. The purpose of the study is to evaluate how these students view the accessibility, quality, and usefulness of the library’s resources and services, and to identify key challenges affecting utilisation.

The study was underpinned by the SERVQUAL model, which measures service quality across five dimensions (tangibles, reliability, responsiveness, assurance, and empathy). The research employed a quantitative survey design, using structured questionnaires distributed via Google Forms to 50 final-year Information Studies students, yielding an 84% response rate. Data were analysed using descriptive statistics with the aid of Google Forms and Excel.

The findings revealed that students hold generally positive perceptions of the library’s resources, services, and staff professionalism. Most respondents expressed satisfaction with the accessibility, user-friendliness, and relevance of library services. However, certain limitations were identified, including poor internet connectivity, limited access to some resources, inadequate study space, and low awareness of specialised services such as interlibrary loans and information literacy workshops. Despite these challenges, librarians were perceived as approachable and knowledgeable.

Students recommended improved Wi-Fi, expanded study spaces, and better marketing of library services. The study concludes that while the library at the selected academic institution meets most student expectations, improvements are needed in infrastructure, technological capacity, and service promotion. It is recommended that the library enhance awareness campaigns, upgrade Wi-Fi and digital resources, expand study spaces, and increase librarian outreach within academic programs. Strengthening these areas will improve service quality, user satisfaction, and overall learning experiences.

Keywords: Academic library services; Student perceptions; Library service quality; SERVQUAL; Academic support services

Interlibrary loan (ILL) system is one of the important library services provided by most public libraries. Through ILL, public libraries share their collections of reading material and library users are able to access library resources beyond their affiliated libraries. However, the present manual ILL process is inconvenient, inefficient and error-prone. In this project, we developed a system that automated many tedious procedures in the existing ILL system. The new ILL system is realized by a number of Java applets customized for librarians and library users. The new ILL system allows library users to submit ILL requests at any time using their favorite Web browsers without being physically present at the libraries. Librarians can also process ILL requests as and when they have accessed to Java -enabled Web browsers. The new ILL implementation is achieved without forcing libraries to sacrifice their local autonomy over their legacy library systems, e.g. Online Public Acess Catalogue (OPAC) System. For each participating library, two databases containing incoming and outgoing ILL requests respectively are maintained. The entire ILL process is tracked by multiple ILL Java applets updating the borrowing and lending libraries' databases.

Planean la creación de IR ( aquellas instituciones que todavia no tinene su propio repositorio, respuestas= 13) 8 No, no existe plan alguno Sí, en un futuro próximo No lo sé Universidad OPI I. autonómicas o ministeriales ENCUESTA basada en la realizada y publicada por Driver I en 2007 A: Datos referentes a los documentos que alberga el repositorio B: Infraestructura y cuestiones técnicas C: Políticas institucionales sobre el repositorio digital D: Servicios creados sobre los repositorios digitales E: Estímulos o impedimentos para el establecimiento, alimentación y mantenimiento de repositorios F: Su institución y su repositorio digital A: Datos referentes a los documentos que alberga el repositorio

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Library Automation is the use of automatic and semi-automatic data processing machines (computer) to perform traditional library activities such as acquisition, circulation, cataloguing, reference and serial although these activities are not necessarily perform in traditional ways, the activities themselves are those traditionally associated with libraries; library automation may thus be distinguished from related fields such as information retrieval fields, automatic indexing and abstracting and automatic textual analysis. In short Library Automation means the use of computers to perform the different routines, repetitive and clerical jobs involved in the functions and services of the libraries. The term automation is introduced used first D.S. Harder in 1936. He defined it as, “the automation is handling of parts between progressive production processes”. Since then the term has been applied to a wide variety of automatic machinery and automatic systems. And is action for human ef...

Library professionals all over the world constantly encounter an ethical issue that affects the dissemination of information. Academic libraries are faced with different ethical challenges including information dissemination, lack of financial resources, human capacity etc. The study explored the ethical challenges in the use of information in the selected public and private libraries in Ghana using the PAPA’s model as a guide. The study adopted the survey method and quantitative approach. The study setting was in four universities namely: KNUST (public), UG (public), Central University (private) and Garden City (private). Ninety-three (93) library staff were the total population surveyed. The sampling technique employed was purposive sampling, whiles questionnaires were the instrument in use in collecting data. All data collected in person and online were coded and analyzed using SPSS version 26. After analysis, the results were presented in tables and charts. The study revealed th...

University library plays a dynamic role in accomplishing the overall goals of its parent organization by offering a range of services to fulfill needs of the academic community. Being a service institution, performance assessment of a university library is essential to determine whether the library meet its specific objectives and also to justify library spending. Library users are said to be satisfied when the quality of services match their expected level of services. This study aimed at assessing the level of service quality (SQ) offered by the central library of Maharshi Dayanand University (MDU), Rohtak, (India) from users' viewpoints using LibQUAL survey instrument in printed format. The survey results discovered that the library users have maximum desired expectations in Library as Place (LP) dimension amongst three dimensions. The actual library performance was also reported maximum in LP dimension, followed by Information Control (IC), and Affect of Service (AS) based on mean scores 6.45, 6.41, and 6.19 respectively. The users' overall perceived library service quality (LSQ) was found less than their desired level of LSQ. The results of this study will be helpful in improving library underperformance by reviewing the areas and items where LSQ shortfall has been observed.

Purpose The purpose of this paper is to evaluate the library service quality (LSQ) of University of Kashmir from the users’ perspectives based on the LibQUAL+ model approach. Design/methodology/approach The survey used the LibQUAL+ model to evaluate service quality (SQ) of Allama Iqbal Library (AIL), University of Kashmir, Srinagar (India). The data were collected from library users by administering the LibQUAL+ questionnaire in a printed format. Findings It has been revealed that AIL has succeeded in satisfying the minimum expectations of its users but could not meet the customers’ desired expectations that make them delighted. Library as Place (LP) and Information Control (IC) are the most satisfied dimensions of SQ of AIL, whereas Affect of Service (AS) is the least satisfied dimension. LP is the most desired dimension amongst LibQUAL+ dimensions. All LibQUAL+ items were found to be lying inside the zone of tolerance (ZoT). Further, “Library is secure and peaceful place for study...

This study examined card catalogue and online public access catalogue (OPAC) preferences among student library users in selected universities in Nigeria. The study adopted a survey research design and data was gathered randomly from four selected university libraries. Data collected through a self-designed questionnaire were analysed using frequency counts, simple percentage and cross tabulation. The findings revealed that the highest percentage of the university library users preferred OPAC to card catalogue because OPAC can be accessed anywhere in the campus unlike the card catalogue that can only be accessed within the library, OPAC saves time, convenient and more user friendly compared to card catalogue. Most prominent challenges identified associated with the two include lack of privacy when searching the OPAC, and need to wait until it is ones turn to use the OPAC. While on the other hand, spending a lot of time waiting to use the card catalogue, non-user friendliness, and dif...

This study aims to develop and validate a comprehensive, psychometrically sound scale to measure librarians' perceptions of the internal and external factors that influence Library Service Quality (LSQ)-a perspective missing from existing user-centric instruments like LibQUAL and SERVQUAL. The scale was developed through a multi-stage process: (1) Item generation from literature and expert consultations (60 initial items); (2) Content validation using Lawshe's Content Validity Ratio (CVR) with 33 experts; (3) A pilot study (n=308); (4) Exploratory Factor Analysis (EFA) and (5) Confirmatory Factor Analysis (CFA) to establish the factor structure and model fit (n=309); and (6) Reliability testing using Cronbach's alpha and composite reliability. The final LPF-LSQ scale consists of 34 items across seven distinct, reliable factors: Library Staff (5 items), Physical Environment (6 items), Leadership (6 items), Government Funding & Policies (4 items), Users' Demand (5 items), Global Trends (4 items), and Library Location (4 items). All constructs demonstrated high reliability (α > 0.87) and good model fit (CFI = .925, RMSEA = .074). This is the first validated scale designed specifically to capture librarians' diagnostic perceptions of LSQ drivers. It provides library administrators and researchers with a powerful tool for internal assessment, strategic planning, and benchmarking to proactively enhance service quality.

This paper attempts to compare student support services in Pakistan (AIOU) Sri Lanka (OUSL) and United Kingdom (UKOU) and also to identify and enlist the deficiencies that students of the three institutions face in the area. To get the desired end, six hundred students (two hundred from each university) were taken as sample and a thirty eight item questionnaire on (Liker scale) was constructed and pilot tested, and administered to the sample. It was found that in most of the areas, AIOU lags behind other universities.

1977 Launch of online cataloging for Japanese books ・ 1981 Launch of JAPAN/MARC distribution ・ Launch of provision of online database ・ 1990s Advanced information society: progress of electronic communication technology and information processing technology ・ Late 1990s Rapid and widespread diffusion of the Internet, which accelerated services for remote users at libraries ・ 1996 Setup of the NDL website ・ 1998 Formulation of the National Diet Library Electronic Library Concept: aiming for information-providing services with no geographic limitations or time constraints ・ 2000 Launch of provision of the NDL-OPAC and images of rare materials on the NDL website 1.2 Changes in the information distribution environment and new responsibilities of the NDL Abundant digital information distributed on the Internet Creation, compilation of information and publication on the Internet by individuals became easier. ↓ New responsibilities of the NDL emerged ← So far, focused on preservation of publication-centered physical media → The concept of publication changed ｗith printed materials turning one after another into digital information, → Digital information can be estimated to be publications. → Responsibility to collect and preserve digital information as cultural heritage Regardless of types of information media, NDL is expected to ★ collect, accumulate and preserve information. ★ provide information to users rapidly. ★ navigate users to any contents they need.