Student’s Perception and Expectation regarding Library Services Quality: A Case Study of a Public Multi Campus University of Punjab, Pakistan

Abstract

The disparity between students' perceptions and expectations is measured in this study to determine the perceived service quality (SQ) of public university’s academic library units. The data related to SQ of libraries has been gathered through- questionnaire based survey including both closed-ended and open-ended questions. SERVQUAL instrument consisting of 22 items was utilized for assessing student's expectations and perceptions. The students enrolled in regular programmes of the academic year 2013-2014 were taken as population. Using stratified random sampling through proportional allocation, a sample of 372 respondents was designed. Data were analyzed quantitatively using descriptive statistics and qualitatively using NVivo software for content of open-ended questions. Findings revealed that student's expectations were higher.

Keywords

• Service quality
• SERVQUAL
• University Library