SERVICE QUALITY FOR SUSTAINABLE USER SATISFACTION BY ACADEMIC LIBRARIES
Abstract
The central focus of academic libraries in institutions of higher learning is provision of required information resources and services to members of the institution’s community. Utilization of academic library is measured by the amount of library information resources and services that are used in teaching, learning, pleasure, relaxation and research activities. Hussaini, Vashistha & Jimah (2018) stated that university library faces a critical challenge in responding to the new demand of the 21st century with growing demographic growth linked with a lack of appropriate usage of library resources. To ensure users satisfaction and optimum utilization of the libraries, adherence to provision of service quality is the sure answer. Service quality has been identified as an important factor which should contribute to an organization’s ability to retain loyal customers and thus contribute to improved organisational performance. The paper is an expository one to sensitize the academic librarians to the need to for quality service delivery to its users who unlike in the past, now have many information providers to choose from.
Keywords
Full Text:
PDFReferences
Aiyebelehin, J.A. , Ikenwe, I.J & Okpetu, C. (2019).Survey of Attitude Towards ICTS and Use
of ICTS for Service Delivery by Librarians in University Libraries in Edo State. Journal of Applied Information Science and Technology, 10 (2).
Akpan-Atata, E. ,Akwang, N. E. , Akai, I. M. &Eyene, E. T. (2015). Accomplishing Effective
Service Delivery in Academic Libraries in Nigeria: The Imperatives of IR, FOSS, Google, Wikipedia, Facebook, Twitter and Skype Applications. Journal of Education Research and Reviews Vol. 3(1) (pp. 1-5).
Akpokodje, V. N. &Lawal, V. (2015).The Changing Nature of Academic Libraries Service
Delivery: Taking the Library with You. Asian Journal of Education and e-learning
Alokun N.A.T.(2016). The use of library: a textbook for students in tertiary institutions. Second Edition.Magboro: Nudex International Company.
Amaechi, N.M. & Enweani. U.V. (2018). Challenges to Library and Information Services (LIS)
Delivery in the 21st Century: the Situation in three Academic Libraries in Imo State, Nigeria. Library Philosophy and Practice.
Anhwere, B. K., Paulina, A. & Manu, A.E. (2018).Utilization of Library Resources by Lecturers
in Universityof cape coast.International Journal of Library and Information
ScienceVol. 10(1), pp. 10-16, January 2018
Aiyebelehin, J.A., Ikenwe, L.J. , Okpetu, C (2017). Survey of Attitude Towards ICTS and Use of
ICTS for Service Delivery by Librarians. Journal of Applied Information Science & Technology.
Borteye, E.M., Atiso, K. & Asare-Kyire, K. (2018). Identifying n Non- Use of Library Service
by Faculty in a Ghanaian University. Library Philosophy and Practice (e-journal). http//digitalcommons.unl.edu/libphilprac/1790
Buhari, G. I. (2016). Library Information Resources and Services Utilization as Correlates of
Creativity of Senior Administrative Staff of Polytechnics in South West, Nigeria. Library Philosophy and Practice
Chartered Instituted of Library and Information Professionals [CILIP] (2018). Definition of
Information Literacy.http://archive.cilip.org.uk/sites/default/files/media/
Cristobal, A.S. (2018).Expectations on Library Services, Library Quality (LibQual) Dimension
and Library Customer Satisfaction: Relationship to Customer Loyalty. Library Philosophy and Practice.
Datta, K.S. & Vardhan, J. (2017). A SERVQUAL-Based Framework for Assessing Quality of
International Branch Campuses in UAE: A Management Students’ Perspective. SAGE Open January-March: 1 –9.
Ebisi, E.M. & Onyebuchi, G.U.(2017). Global Review of Library & Information Science, Vol.
pp 120 – 128.
Emasealu, H.U. & Popoola, S.O.(2016). Information Needs, Accessibility And Utilization Of
Library Information Resources As Determinants Of Psychological Well-Being Of Prison I nmates In Nigeria. Brazilian Journal of Information Studies: Research Trends. 10:2 (2016) 29-46. ISSN 1981-1640.
Eze J.U. &Uzoigwe, C.U. (2013). The place of academic libraries in Nigerian University
Education: contributing to the ‘Education for All’ initiative.International Journal of Library and Information Science Vol. 5(10), pp. 432-438.
Guerguis, A. (2018). The Gaps Model of Service Quality and Customer Relationships in A
Digital Marketing Context. http://www.researchgate.net
Hussaini, S. ,Vashistha, R. , Jimah, H. (2018).Awareness and Utilization of Library Resources
by Library Users' Of NIMS University Central Library, Jaipur, India.https://www.researchgate.net/publication/326301126
Iddrisua, A.M., Noonib, I.K., Fiankoc, K.S. Mensahd, W. (2015). Assessing the Impact of
Service Quality on Customer Loyalty: a Case Study of the Cellular Industry of Ghana. British Journal of Marketing Studies Vol.3, No.6, pp.15-30.
Ikonne, C.N. The Role of Information Communication Technology in Quality Services
Delivery. International Journal of Innovation and Applied Vol. 6 No. 4 pp. 1079-1085
Ishola, B.C. & Olurotimi, O.S. (2014). Availability, Access to and Level of Use of Academic
Library Information Resources; Study of Selected Academic Libraries in South-Western Nigeria. Journal of Education and Practice Vol.5, No.28.
Jerome,I., Nkiko, C. & Ifeakachuku, O. (2017). Value-added Service to Academic Library Users
in 21st Century: Using Competitive Intelligence Approach.
Kiriri, P.N. (2018).Service Delivery: The Perceptions of Users’ of Library Services in a Private
University in Africa. European Journal of Multidisciplinary Studies Volume 3. Issue 4
Misnan, N., Zakaria, Z. & Salleh, W.A. (2018). Service Quality: A Study of Students
Satisfaction in Higher Institution. The Journal of Social Sciences Research Special Issue. 2, pp: 490-497.
Mommoh, R.L. & Emmanuel,V.(2019). Library Staff Utilization of Information and
Communication Technology (ICT) for Service Delivery in Special Libraries in North Central Nigeria. Journal of Information and Knowledge Management Vol. 10 (1).
Mutani, V. (2016) .Utilization of Library resources at Saint Augustine University of Tanzania.
An unpublished Master Degree in Public Administration (MPA) of Mzumbe University Thesis.
Nwatela, W.M. (2013). Factors Influencing Utilization of Library Services and Resources: The
Case of University of Nairobi Mombasa Campus Library. An unpublished Master’s Project.
Odu, J. O. (2016). User Apathy Towards Library Resources and Service: A Case Study of the
University of Calabar Library, Calabar, Nigeria. Global Journal of Educational Research Vol. 16, 2017: 37-45
Odu, J. O & Edam-Agbor, I. B. (2018).Library Use Instruction and the Pattern of Utilization of
Library Services by Undergraduates in the University of Calabar, Nigeria
Ifijeh, B. A., Ogbomo, M. O. & Ifijeh, G. (2018). Utilization of Academic Library Resources for
Research Productivity among Lecturers in Private Universities in South-South Nigeria. Library Philosophy and Practice.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality
and its implication", Journal o f Marketing, Vol. 49, Fall, pp. 41-50.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1986), "SERVQUAL: a multiple-item scale
for measuring customer perceptions of service quality", Report N o. 86-108, Marketing Science Institute, Cambridge, MA.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: a multi-item scale for
measuring consumer perceptions of the service quality", Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1991), "Refinement and reassessment of the
SERVQUAL scale|", Journal o f Retailing , Vol. 67, pp. 420-450.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1993), "Research note: more on improving
service quality measurement", Journal o f Retailing , Vol. 69, No. 1, pp. 140-147.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994), "Reassessment of expectations as a
comparison standard in measuring service quality: implications for future research", Journal o f Marketing, Vol. 58, pp. 111-124.
Paul, J., Mittal, A., & Srivastav, G. (2016b). Impact of service quality on customer satisfaction in
private and public sector banks. International Journal of Bank Marketing, 34(5), 606-622.
Pena, M.M., da Silva, E. M. S. , Tronchin, D. M. R. , Malleiro, M. M. (2013). The use of the
quality model of Parasuraman, Zeithaml and Berry in health services: Rev.escenferm.USP Vol.47, No 5. Extracted from http://dx.doi.org/10.1590/S0080-623420130000500030
Salubi, O.G., Ondari-Okemwa, E.& Nekhwevha, F. (2018).Utilisation of Library Information
Resources among Generation Z Students: Facts and Fiction. Licensee MDPI, Basel, Switzerland
Sheikh, S. (2016).Awareness and Use of Academic Social Networking Websites by the Faculty
of CIIT. Qualitative and Quantitative Methods in Libraries (QQML)
Solanke, O. S. and Nwalo, K. I. N. (2016).Influence of User Needs and Satisfaction on Patronage of Reference Services by Undergraduates in Selected Universities in Osun State, Nigeria.Library Philosophy and Practice (e-journal).
Theresia, L. & Bangun, R. (2017). Service quality that improves customer satisfaction in a
university: a case study in Institut Teknologi Indonesia.IOP Conference Series: Materials Science & Engineering
Unidha M (2017) The Effect of Service Quality on Trust and Loyalty for Giant Customers in
Malang City. Arabian J Bus Manag Review 7: 322
Uvais, M. & Sulaiman, E.(2017). Influence of Service Quality on Customer Patronage Intention
in commercial banks: an Empirical Evidence. Journal of Business and Management (IOSR-JBM) Volume 19, Issue 6. Ver. IV PP 62-66.
Yi, Z. (2016).Effective techniques for the promotion of library services and resources.
Information Research Vol. 21 No 1
Yousuf, K. (2017).The Impact of Service Quality on Customer Satisfaction in Banking Sector of
Karachi. Market Forces College of Management Sciences Vol. XII, No. 1
Yousuf, K. (2017). The Impact of Service Quality on Customer Satisfaction in Banking Sector of
Karachi. Market Vol. XII, No 1.
Yusuf, A. R. & Awoyemi, O. O. (2018).Reading Habits of Users As Determinants of the
Utilisation of Library Information Resources of Selected Public Libraries In The South West Geo-Political Zone Of Nigeria. International Journal of Library and Information Science Studies. Vol.4, No.1, pp.32-56.
Yusuph, N. A. (2015). Quality Service Delivery: An exploration into Issues of Note in Designing
Change Agenda. Human Resources Management Journal Vol. 7 No:2 pp 31-42
Refbacks
- There are currently no refbacks.
ISSN: 3026-9407 (Online)
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.