Evaluating the Effectiveness of University of lagos Library Information Services Using Servqual Model
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Date
2012-06
Authors
Adebayo, A
Adebayo, O.K
Journal Title
Journal ISSN
Volume Title
Publisher
Medium Publishing Company and Educational Consult in Collaboration with Options Books Ibadan
Abstract
This study measures users' perceptions of service quality in the University of Lagos library using SERVQUAL instrument. All jive dimensions of service quality, being tangibles, reliability, responsiveness, assurance, and empathy, were used. The questionnaire survey was conducted within one-week period. All users who came to the library during the research period were asked to complete copies of the questionnaire. The data were analysed using simple percentages and chart. The result of this study revealed that there were serious service gaps, lack of empathy when dealing with users of the library, lack of good understanding of users' needs that the library administrations will need to resolve. It is hoped that the findings will also help the management establish a total quality management (TQM) programme to improve overall service quality to its users.
Description
Staff Publications
Keywords
Service quality , Library users , Information
Citation
Adebayo, A and Adebayo, O.K (2012) Evaluating the Effectiveness of University of Lagos Library Information Services Using Servqual Model. Journal of Library, Educational Media and Information Studies, 4.