Perception of library service quality, satisfaction and frequency of use of library resources

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dc.contributor.authorKhaola, Peter
dc.contributor.authorMabilikoane, Maleshoane
dc.date.accessioned2020-01-20T10:29:19Z
dc.date.available2020-01-20T10:29:19Z
dc.date.issued2015-01
dc.descriptionPeer reviewed article published under Inkanyiso, Volume 7, Issue 1, Jan 2015, p. 44 - 52en_US
dc.description.abstractThe aims of this paper are to assess the students’ perceived levels of library service quality, satisfaction with the library service, frequency of use of library resources, and whether there are relationships among these constructs. A survey research method using LibQUAL+TM instrument was used to collect data from a sample of 400 students at the National University of Lesotho (NUL). Self-administered questionnaires were distributed to students during class hours. Descriptive and inferential statistics were used to analyse data. As expected, factor analysis of LibQUAL+TM items yielded 3 factors - affect of service, information control and library as a place. On average, the respondents perceived low service quality from the library staff and the extent to which library patrons can easily access and control information. The majority of respondents also rarely used the library website. There was a strong and positive correlation between all attributes of library service quality and satisfaction with the library. Even though some attributes of the library service quality had positive correlations with the use of library website, there was only a slight significant relationship between information control and the use of library website in the regression analysis. There was no relationship between satisfaction and frequency of library usage. The paper concludes that LibQUAL+TM has acceptable applicability in Lesotho, and further recommends how affect of service and information control dimensions of library service quality at NUL can be improved.en_US
dc.identifier.citationKhaola, P. and Mabilikoane, M., 2015. Perception of library service quality, satisfaction and frequency of use of library resources. Inkanyiso: Journal of Humanities and Social Sciences, 7(1), pp.44-52.en_US
dc.identifier.issn2077-2815
dc.identifier.urihttps://hdl.handle.net/10530/1907
dc.language.isoenen_US
dc.publisherUniversity of Zululanden_US
dc.subjectLibrary Services perceptionsen_US
dc.subjectLibrary material usageen_US
dc.subjectQuality of library materialsen_US
dc.titlePerception of library service quality, satisfaction and frequency of use of library resourcesen_US
dc.typeArticleen_US
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