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

Author

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  • Shah, Shakeela
  • Siddiqui, Ghazal Khalid
  • Pasha, Shaheen

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.

Suggested Citation

  • Shah, Shakeela & Siddiqui, Ghazal Khalid & Pasha, Shaheen, 2021. "Student’s Perception and Expectation Regarding Library Services Quality: A Case Study of a Public Multi Campus University of Punjab, Pakistan," Journal of Business and Social Review in Emerging Economies, CSRC Publishing, Center for Sustainability Research and Consultancy Pakistan, vol. 7(2), pages 319-327, June.
    • Handle: RePEc:src:jbsree:v:7:y:2021:i:2:p:319-327
    DOI: http://doi.org/10.26710/jbsee.v7i2.1647
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