Service quality and customer satisfaction in academic libraries: Perspectives from a Malaysian university

Abstract

Purpose

The purpose of this paper is to describe the results of a study to examine the perception of academic staff on the quality of academic library services. It also attempts to assess the impact of library services on their work and their perceived level of satisfaction towards university library services.

Design/methodology/approach

The study was carried out using a survey methodology. The survey instrument was a questionnaire adopted from a quality impact survey based on SERVQUAL dimensions.

Findings

Results reveal that academic staff perceive the quality of library services to be just above average. Library staff are considered quite helpful and able to instill confidence in library users. Academic staff also believe that the library has a positive impact on their teaching, learning and research. The overall satisfaction with the library services received a satisfactory rating.

Research limitations/implications

The study is limited to the University of Malaya Library and its branch libraries, thus generalization to other academic libraries is premature at this stage.

Practical implications

This paper will be helpful to libraries to improve library services, especially in assisting academic staff in teaching and research. Though the quality of library service is perceived as just above average, academics will continue to use the library resources and be dependent on librarians for their information needs.

Originality/value

Measuring service quality is a marketing trend that is gradually proving its worth in library and information science. This study contributes to the growing body of knowledge on service quality measures in academic libraries.

Citation

Kiran, K. (2010), "Service quality and customer satisfaction in academic libraries: Perspectives from a Malaysian university", Library Review, Vol. 59 No. 4, pp. 261-273. https://doi.org/10.1108/00242531011038578