ASSESSMENT OF LIBRARY SERVICES QUALITY USING LIBQUAL MODEL IN HARAMAYA AND ASSOSA UNIVERSITY LIBRARIES, ETHIOPIA

Abstract

Assessment on library service quality is the first and key step to become a better library service quality and get readers' satisfaction. Academic libraries are now trying to define new standards that describe their services quality they are moving towards more outcome-based assessment instead of depend on merely on input, output, or resource metrics. This study aimed to evaluate the quality of services provided by Haramaya and Assosa University main libraries using the LibQUAL model from users’ perspective. Random sampling technique in each stratum is employed and 374 respondents were selected. The researcher used questionnaire including both close ended and open ended questions for this study. Data presentation, analysis and interpretation are made with the aid of descriptive statistics, factor analysis with principal axis factoring and ordinary least squares model was used to present and analyze the data. Individual services level and dimension wise gap score exposed that Haramaya university library was mostly meeting the minimum requirement of their users, on the other hand, Assosa university library was not meeting minimum requirement of their users. The regression results show that three dimensions (affect of services, information control and library as a place) have a significant, positive impact on the library users satisfaction, with affect of services dimension being the most important predictor of library users’ satisfactionon. Based on the finding of the study it concludes library assessement is essentional to deliver quality services for users and it gives detail information for library managers and other stakeholders to understand the strengths and weaknesses to make strategic decisions. It recommends that, increase library staff training focusing on users service library, increase communication beteween library users and library staff and provides discussion rooms convenient for group discussion