Libraries face many challenges due to competitive enviornment from vendors, publishers, mass media, online services and internet.User's expectations have increased due to advanced information technology and information explosion.In order to meet these challenges libraries need to assess their SQ to know whether they are meeting user s needs and expectations or not. The purpose of this study was to measure service quality of academic libraries of a major university from students' perspectives and to determine libraries' own performance towards meeting users' expectations. 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.The sample of the study was selected using stratified random sampling through proportional allocation. The results revealed that users' expectations were high as compared to their perceptions. The overall service quality and satisfaction of the university's libraries was found to be somewhat good.
Alia Arshad,science graduate did masters in Library and Information Science and completed MPhil (LIS) under the supervision of Dr.Kanwal Ameen. Currently serving as a senior librarian in the Punjab University Library of University of the Punjab. Also worked as a librarian in the Defence Public Library and University of the Punjab.
Alia Arshad, Dr Kanwal Ameen
USERS PERCEPTIONS & EXPECTATIO
A SURVEY OF UNIVERSITY OF THE PUNJAB's LIBRARIES