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Are users satisfied with library services? The case of Punjab University Library
... The expectations were found higher. Rehman et al. (2009) conducted a study at Punjab University Library, University of the Punjab. Survey research method and LIBQUAL tool was used to explore the user's level of satisfaction. ...
... Internationally, (Ahmed & Shoeb 2009; Awasthi et al. 2011; Chou et al. 2011), measured the service quliaty and in Pakistan, (Rehman et al. 2009; Arshad & Ameen 2011 ...
Purpose
– The purpose of this paper is to study of services of front desk staff using SERVQUAL aims to measure the perception and expectations of the library users. The librarians, keeping in view the expectations will get an idea that how much the services should be improved while the users will have an idea that what they want, and what are they provided with. In additions, the difference between the perception and expectations of the male library users and female library users is explored to give an idea to the librarians that what dimension of the services they need to explore.
Design/methodology/approach
– Quantitative research method was used to conduct this study. The SERVQUAL instrument was used to measure the levels of perception and expectation through a structured questionnaire at the five points Likert scale. The tool was used with the permission of the author Berry et al. (1985). All the libraries of affiliated medical college with the University of Health Sciences were the population for this study. Through random sampling technique, 20 questionnaires per medical colleges were filled by the students of medical colleges. In total, 202 questionnaires returned and were analyzed after data entry in Statistical Package for Social Science version 19.
Findings
– Mean of the total respondents indicate that the improvement in all the five dimensions of the service quality is required as the expectations found to be higher in all the five dimensions as compared to the perceptions. Perceived values are higher among female library users, so the library front desk staff requires increasing the perceived values of male users through improving their services to male library users. While comparing the expectations between male and female users, the results indicate that male library users want more responsiveness and reliability from the staff.
Research limitations/implications
– This study measures the perceptions and expectations of the student library users of the medical college affiliated with University of Health Sciences, Lahore. Only main libraries excluding the small departmental libraries are included in this study. This study can be generalized in other private medical colleges as well as other researchers can study further in their own environment.
Practical implications
– The results indicate that the expectations are higher. Keeping in view, the librarians will work to meet the expectations of the users. The expectation of the female users are higher in tangibility and empathy dimensions, while the male users expect more in reliability, responsiveness and assurance dimensions. In short, all the results showed that the expectations were higher than the perceptions. Keeping this study in view, the librarians can improve their weak areas of front desk staff services to meet the expectations of the users.
Originality/value
– It is the first study of its type to measure the service quality of front desk staff. The service quality of front desk staff is never been measured in medical colleges using SERVQUAL in Lahore. The results of this study provide the guidelines to satisfy library users. The difference between the perception and expectations provides librarians and library managers with a road map to develop the service quality of front desk staff to meet the expectation level of the user’s for their satisfaction. This study can be generalized to the medical colleges other than Lahore.
The purpose of this paper is to identify service quality differences among librarians working in the public and private sector university libraries of Pakistan. An adapted instrument based on the SERVQUAL model, comprised of 30 items and divided into four dimensions, (a) responsiveness; (b) reliability; (c) assurance; and (d) empathy, was used to measure the service quality of librarians. A convenience sampling technique was used to collect data from the users of public and private university libraries, with the Mann-Whitney
Punjab Institute of Cardiology (PIC) is a recognised teaching hospital for cardiac care in the Punjab province of Pakistan. PIC has established a library to fulfil the research and information needs of health care professionals. This study aims to evaluate the satisfaction of users with the services of PIC library.
A purposive sample of 15 health care professionals was selected. A semistructured interview technique based on an interview guide was used for collection of data. The data were qualitatively analysed using a thematic approach.
Users of PIC library were satisfied with the library collection, organisation, reference and circulation services, staff attitudes, cooling and heating. They were concerned about library space, hours, furniture and environment, and suggested more availability of electronic library services, newer collections, better Internet access and comfortable furniture.
The study proved useful to investigate users' satisfaction with the services of PIC library. It concludes that the PIC library should maintain and strengthen the services with which users are satisfied, and improve those about which they are concerned. The study will be useful to libraries in other developing countries for improvement in their services.
This paper presents bio-bibliometric analysis of the contributions of Dr. Khalid Mahmood in the field of Library and Information Science through his publications. The analysis includes geographical and year wise distribution of publications; collaboration for publication; publications by type; language and journal preferences for the publication; and coverage of different subject areas. Results of the study indicate that Dr. Khalid Mahmood is a prolific writer in the field of library and information science. He contributed 115 items including 99 articles, six books, eight conference papers and two papers in newsletters till December 31, 2011. Research work by Dr. Khalid Mahmood is well accepted in developed countries like United Kingdom and United States of America. He used English language to disseminate majority of his research work. He believes in teamwork and about two third of his research work was result of collaboration.
This is a survey of large public sector university libraries of the Punjab Province and Islamabad Capital Territory (ICT) of Pakistan. The basic purpose is to get a broader understanding of users’ perceptions about the library services. The survey is based on a questionnaire containing both open and close ended questions. The data were collected through mail, e-mail and personal visits. The study reveals that although respondents have shown their overall satisfaction with the library services, but the analysis of the data about users’ satisfaction with major library services shows that they were not fully satisfied with their respective library services. The library users have also highlighted many problems, which they believed should be corrected. Findings of the study can be helpful for the library authorities and professionals for revisiting their library services and sources.
Keywords: Pakistan, Library and Informational Services, Punjab and ICT, University Libraries, Library Users’ Satisfaction.
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