When library cares: mining insights from LibQUAL+ to determine university students’ priorities

Abstract

Purpose

This study aims to evaluate students' satisfaction with university library services in southern Punjab, Pakistan, emphasizing their perspective on service quality (SQ).

Design/methodology/approach

A LibQUAL+® survey with 22 core items was conducted within university settings using convenience sampling. In total, 345 usable responses were returned through Google Forms. Data analysis involved descriptive statistics, ordinal logistic regression test, Pearson and Deviance statistics and chi-square test to assess the satisfaction status of library users.

Findings

The study found that libraries generally meet SQ standards. However, there were minor gaps in information control (IC) and library as place (LP).

Practical implications

The study provides library administrators with actionable insights to enhance services, encouraging stakeholders to adopt optimal library practices for heightened efficiency and user satisfaction.

Social implications

It highlights the crucial role of libraries in shaping future societal progress by emphasizing the need for elevated user services. Librarians can use this knowledge to modify their planning and take impactful initiatives that align with the evolving needs of their users.

Originality/value

While many studies have utilized LibQUAL, this research is unique for its focus on addressing university library services in underdeveloped regions facing economic challenges. It attempts to fill the information gap by offering a transferable approach for strategic priorities in similar settings.

Citation

Zulfiqar, A. and Khalid, A. (2024), "When library cares: mining insights from LibQUAL+ to determine university students’ priorities", Performance Measurement and Metrics, Vol. 25 No. 3/4, pp. 143-161. https://doi.org/10.1108/PMM-11-2022-0037