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Title: Service quality in University of Colombo libraries: an assessment
Authors: Somaratna, Sajeewanie D.
Peiris, Colin N.
Issue Date: Jun-2011
Publisher: NISCAIR-CSIR, India
Abstract: Survey of 614 users of the University of Colombo Library system using a modified version of SERVQUAL was carried out to ascertain the views of library users about the service level. They were asked to assess the actual service delivered by the library; to establish the importance of the service to them as users; and, to identify to what extent the service met their expectations. Exploratory factor analysis with Varimax rotation was employed to identify underlying dimensions of service quality of the Library and the best predictor of the overall service quality of the University of Colombo Library was identified by regression analysis. Finds that the service quality of the University of Colombo Library System was represented by seven dimensions and the best predictor of the overall service quality was the dimension referred to as “Collection and Access”. This is the first user survey conducted in University Libraries in Sri Lanka to assess the service quality through user perspectives, discovering service quality factors.
Page(s): 170-183
CC License:  CC Attribution-Noncommercial-No Derivative Works 2.5 India
ISSN: 0975-2404 (Online); 0972-5423 (Print)
Source:ALIS Vol.58(2) [June 2011]

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