Libraries at University of Nebraska-Lincoln




Aina, L. O. (2004). Library and Information Science Text for Africa.Ibadan:Third World Information Services.

Auka, D. O. (2012). Service quality, satisfaction, perceived value and loyalty among

customers in commercial banking in Nakuru Municipality, Kenya. African Journal

166 of Marketing Management. 4(5): 185-203. DOI: 10.5897/AJMM12.033. [2013,

May 16].

Babbie, E. (2014). The basics of social research. 6th ed. Sydney: Wadsworth.

Garvin, D. (1983). Quality on the line. Harvard Business Review. 61, 65-73. Available: [2015, November 13]. Ghana Institute of Journalism, 2013. Annual Report. Accra.

Hernon, P., Nitecki, D. & Altman, E. (1999). Service quality and customer satisfaction; an

assessment and future directions. Journal of Academic Librarianship. 25(1): 9-17.


Ishola, B. C.(2014) Funding Problems in Nigerian University Libraries, Fee –

based Library Service to the Rescue: Focus on Pricing Policy. Library Philosophy and Practice. University of Nebraska – Lincoln Digital Commons@ University of Nebraska – Lincoln.USA.

Kitana, A. & Saydam, S. (2014). Testing the service quality provided by the University of

Girne American Library. International Journal of Business and Social Science.

5(8): 55-61. Available: [2015, April 12].

Kulkarni, M. & Deshpande, N. J. (2012). Empowering library users, establishing channel

of communication for service quality expectations of trainers from Government

Administrative Training Institute (ATI) libraries in India. Proceedings of the World

Library and Information Congress 2012, 78th IFLA General Conference and

Assembly.11-17 August 2012. Helsinki, Finland.

Pindlowa, W. (2002). High-quality information services to users as the fundamental

necessity for building a modern information society in the European Union. In:

EBIB Electronic Information Bulletin for Librarians.182

Sahu, A. K. (2007). Measuring service quality in an academic library: an Indian case study.

Library Review. 56(3): 234-243. DOI: 10.1108/00242530710736019 [2014, August


Saleem, H. & Raja, N. S. (2014). The impact of service quality on customer satisfaction,

customer loyalty and brand image: evidence from hotel industry of Pakistan.

Middle-East Journal of Scientific Research. 19(5):

Verzosa, A. F. (2011). Delivering service quality and satisfying library customers in a

changing environment. The Lecture-Forum 26 April. Sta. Mesa, Manila.



The study investigated Users’ perception for quality service delivery in Albert Ilesanmi Ilemobode Library, Federal University of Technology Akure (FUTA). The descriptive survey research design was adopted for the study; the major instrument for generating data collection was the questionnaires. In carrying out the research, a case study research method was adopted while the researchers made use of random sampling techniques. The Sampling size for this research consists of 10% of registered post graduate students of Albert Ilesanmi Ilemobode Library; hence 200 respondents were selected for the study. However, only 192 respondents completed and returned the questionnaires. The data collected were analyzed using frequency tables, and percentages. The findings of the study showed that the library was used more frequently by students. The perceptions of the quality of library services were found to be satisfactory in the library. The library environment and information resources were considered adequate by Albert Ilesanmi Ilemobode Library users, the most valued aspects of the library were the library collections, and the friendliness and willingness of library staff to assist users. It was also found that users derived a number of benefits from using the library. In the view of above findings the research recommended that the academic library should have a specific guideline for measuring their value. The research work considers the nature of library value and made recommendations for improving library services.

Keywords: Academic libraries; User Satisfaction, Library Services, Service Quality, Value



To view the content in your browser, please download Adobe Reader or, alternately,
you may Download the file to your hard drive.

NOTE: The latest versions of Adobe Reader do not support viewing PDF files within Firefox on Mac OS and if you are using a modern (Intel) Mac, there is no official plugin for viewing PDF files within the browser window.