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

Abstract

Purpose: The disparity between students' perceptions and expectations is measured in this study to determine the perceived service quality (SQ) of sample university’s academic library units. Design/Methodology/Approach: Under the typology of quantitative approach survey method was used. The  SERVQUAL instrument consisting of 22 items was adopted 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: The results revealed that student's expectations were higher than their perception. Implications/Originality/Value: Based on the findings, it was concluded that the concerned authorities may take initiatives to improve the library services provided by the library staff. In this way the students’ expectations can be met.