Student Satisfaction as a Measure of Quality Library Services Provided by the University of Zambia

Abstract

The study conducted at the University of Zambia utilized students’ perceptions towards the quality of students’ services as proxy in the quality assessment of the institution’s library services. Data for the study was collected by the use of a 5-pointer Likert scale and questionnaire survey involving 189 students. The collected data was analyzed using the SERVQUAL model for quality assessment. Descriptive statistics for quantitative data and thematic analysis of qualitative responses were applied to the collected data. The results showed that 65% students felt that the main library lacked up-to-date study and research materials. The students were not satisfied with the quality of sanitation and effectiveness of staff towards responding to their queries. A lack of adequate orientation of the library services particularly involving use of e-resources as well as access was frequently cited as a constraint to access of study materials. On the other hand, the librarians faced challenges of inadequate study space, lack of personal responsibility by students to institutional property, inadequate funding to the department, bureaucratic inefficiency and insecurity in case of fire breakouts.  Overall, it was concluded that students perceived the library services they received from The University of Zambia as of low quality. This implied a lack of satisfaction in the quality of study materials at their disposal. This status quo could directly impact on their academic performance.

Keywords: Student Welfare Services, Tangibles, Responsiveness, Assurance, Empathy, Reliability