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Service quality of the University of the Punjab's libraries: An exploration of users' perceptions

Alia Arshad (University of the Punjab, Lahore, Pakistan)
Kanwal Ameen (University of the Punjab, Lahore, Pakistan)

Performance Measurement and Metrics

ISSN: 1467-8047

Article publication date: 30 November 2010




The purpose of this paper is 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 along a seven‐point Likert scale. 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, and a discrepancy was found between expectations and perceptions of all 22 SERVQUAL statements. The overall service quality and satisfaction of the university's libraries was found to be somewhat good. Users were satisfied with library staff's courteous and caring behavior. However, university librarians desperately need to take remedial actions to improve library staff's competency and physical facilities. Users preferred the “tangibles” dimension more than other dimensions.


This study is the first to measure the service quality of the university's academic libraries and is particularly significant for librarians and university administrators who wish to explore the strengths, weaknesses and threats of quality library services. The findings will assist them to review their service policies and take steps to improve service quality of a university's libraries.



Arshad, A. and Ameen, K. (2010), "Service quality of the University of the Punjab's libraries: An exploration of users' perceptions", Performance Measurement and Metrics, Vol. 11 No. 3, pp. 313-325.



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Copyright © 2010, Emerald Group Publishing Limited

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