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The users' expectations of library service quality in the college libraries of Pakistan: a LibQUAL study

Khalid Mahmood (Quaid-e-Azam Academy for Educational Development (QAED), Multan, Pakistan)
Shafiq Ur Rehman (Institute of Information Management, University of the Punjab, Lahore, Pakistan)
Murtaza Ashiq (Institute of Information Management, University of the Punjab, Lahore, Pakistan)

Performance Measurement and Metrics

ISSN: 1467-8047

Article publication date: 8 February 2023

Issue publication date: 9 February 2023

334

Abstract

Purpose

This research study is conducted to thoroughly investigate the users' expectations for excellent library service quality (LSQ) from college libraries. It will also identify whether there is any difference in the desired library service quality among different type of users, gender and academic discipline.

Design/methodology/approach

A survey method was used, and the data were collected from 998 respondents, which included faculty members, masters, bachelor's and intermediate students. In order to conduct the study, LibQUAL + instrument were adapted.

Findings

The results demonstrated that the users expected a higher level of services from the college libraries of Pakistan. The highest desired expectation of the users were related to “library as a place (LP)” dimension, while the lowest expectation was with regards to the “information control (IC)” dimension. The results indicated a significant difference among the various types of users and academic disciplines regarding their expectations with library services.

Practical implications

The appointment of college librarians against nearly 500 vacant posts would significantly improve the LSQ in these libraries. The result of the study would indeed be useful for the college administration, librarians the Government of the Punjab and the Punjab Higher Education Commission (HEC) for future planning, improvement of services and allocation of resources.

Originality/value

This study is the first in-depth effort into investigating the LSQ of the college libraries of the Punjab, Pakistan. This study will be helpful to understand the LSQ from developing countries’ perspective.

Keywords

Citation

Mahmood, K., Rehman, S.U. and Ashiq, M. (2023), "The users' expectations of library service quality in the college libraries of Pakistan: a LibQUAL study", Performance Measurement and Metrics, Vol. 24 No. 1, pp. 51-66. https://doi.org/10.1108/PMM-02-2020-0009

Publisher

:

Emerald Publishing Limited

Copyright © 2023, Emerald Publishing Limited

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