Users’ Perceptions and Expectations of Quality Services in Libraries of Punjab Group of Colleges, Lahore

Authors

Muhammad Shahzad Chaudhry Dr., Government College University, Lahore PakistanFollow
Mudassar Zafar Bhatti Mr., University of Central Punjab, Lahore.Follow
Khurram Shahzad, Government College University, Lahore.Follow
Imran Ghaffar Sulehri Mr., Pakistan Institute of Fashion and Design, LahoreFollow
Iftikhar Hussain Mr, University of the Punjab, Lahore.Follow
Muhammad Ubaid Ullah Mr., University of Central Punjab, Lahore.Follow

Date of this Version

2021

Document Type

Article

Abstract

This research is an attempt to investigate the gap between perceptions and expectations of library users regarding the quality services of college libraries. To measure the quality of Punjab Group of Colleges libraries from students’ perceptions and expectations, the survey method was used. The population consisted on the students of 14 Punjab Group of Colleges of Lahore. There were about 100,000 students that were enrolled in Punjab Group of Colleges. The students of intermediate, bachelors and masters were participants of the study. The convenient sampling technique was used for the selection of participants. A sample size of 383 was drawn from the total population. SERVQUAL instrument was utilized for measurement of service quality through customers’ perceptions and expectations. The instrument of the survey was distributed among respondents with the permission of Punjab Group of Colleges, Lahore for data collection. There were 383 questionnaires that were distributed among students. 304 duly filled questionnaires were received back from the participants. The response rate was 79.37%. Gathered data were analyzed by the researchers using SPSS. Results of the study show that respondents have very high expectations regarding quality library services. The overall mean perception score remained low as compared to expectations. The difference between expectations and perceptions showed on average the low service quality of college libraries. The overall results showed that the gap between users' expectations and perceptions is from 0 to -1. The gap indicates that respondents have a positive view of the library staff's courteous and caring attitude. They are also satisfied with the staff's ability to provide services at the promised time and performing services immediately. The findings of the study suggest that a congenial atmosphere should be provided in libraries to enhance the good image of the libraries among the users.