“A Comprehensive Study On Library Service Quality: Bridging User Perception Gaps And Implementing Effective Improvement Strategies”

Abstract

Purpose: This study aims to comprehensively evaluate library service quality by assessing the gap between users' perceptions and expectations across LibQual+ dimensions—Reliability, Assurance, Responsiveness, Empathy, and Tangibility. It seeks to identify effective strategies for enhancing university library services to meet the evolving needs of diverse user groups.

Methodology: Employing a Quantitative and qualitative approach, this research utilizes Random sampling to gather data from 110 participants who are users of LibQual. Data collection involves a structured questionnaire using a 5-point Likert scale to capture user opinions. Statistical tools such as Paired T-Test and Exploratory Factor Analysis are employed to analyze the data.

Findings: The study reveals significant gaps in users' perceptions and expectations across various dimensions of library service quality. Users highlight deficiencies in electronic information resources, staff responsiveness, individual attention, and inspiring study spaces. Effective strategies identified include tailored internet facilities, transparent communication through college prospectuses, and proactive user feedback management.

Conclusion: The study suggests that, prioritizing user feedback and implementing responsive strategies, libraries can bridge perception gaps and enhance service quality. Emphasizing the role of digital connectivity and information literacy programs, this study advocates continuous adaptation to meet diverse user needs effectively. The findings underscore the importance of libraries as dynamic hubs of knowledge and support in academic settings, urging proactive measures to maintain their relevance and impact.