Startseite Service Quality Satisfaction: A Comparative Cross-Sectional Study of Public and Private University Librarians in Pakistan
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Service Quality Satisfaction: A Comparative Cross-Sectional Study of Public and Private University Librarians in Pakistan

  • Shamshad Ahmed EMAIL logo
Veröffentlicht/Copyright: 16. November 2017
Libri
Aus der Zeitschrift Libri Band 67 Heft 4

Abstract

The purpose of this paper is to identify service quality differences among librarians working in the public and private sector university libraries of Pakistan. An adapted instrument based on the SERVQUAL model, comprised of 30 items and divided into four dimensions, (a) responsiveness; (b) reliability; (c) assurance; and (d) empathy, was used to measure the service quality of librarians. A convenience sampling technique was used to collect data from the users of public and private university libraries, with the Mann-Whitney U test used to find the differences between public and private university librarians’ service quality. Additionally, effect size was measured by using formula (r=Z/√N) to find the degrees of differences. Findings of the study show that four dimensions, empathy, responsiveness, assurance and reliability, can influence service quality of librarians. The users of university libraries are overall satisfied with the service quality of librarians. However, a significant difference was found in the satisfaction level of users regarding service quality of librarians working in public and private university libraries. Effect size shows that the librarians of private university libraries are generally more capable of providing prompt services to users. The results of this paper will help the management of public and private sector university libraries improve librarians’ service quality capabilities. Furthermore, the results of this study can be used as a guideline to compare the service quality of librarians in different libraries.

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Received: 2016-11-12
Accepted: 2016-9-2
Published Online: 2017-11-16
Published in Print: 2017-12-20

© 2017 Walter de Gruyter GmbH, Berlin/Boston

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