Undergraduates’ satisfaction on service quality of library services of South Eastern University of Sri Lanka

Abstract

The main objective of this study is to examine the Undergraduates' satisfaction with library services of the South Eastern University of Sri Lanka (SEUSL), using a customized LibQUAL tool. The study further explores how patrons engage in the SEUSL libraries as part of their learning and determines the level of user satisfaction. Data were collected from undergraduate students of the Faculty of Technology and the Faculty of Applied Sciences of SEUSL from March to October 2020 using the stratified random sampling technique. sample of 285 was drawn out of 1100 undergraduates. A customized version of a LibQUAL model was used. Quantitative data were obtained using an online questionnaire and the descriptive analysis techniques adopted. Four independent variables such as “effect of service”, “library as a place”, “access to information” and “information control” were evaluated adopting criteria of the LibQUAL tool. The findings revealed that effect of service dimension shows the major impact on service quality and users are satisfied with the ten measures of the four constructs rendered by the SEUSL libraries. It is recommended to enhance the leisure reading facilities and 24 hours open section, article delivery and literature support service, nonprinted documents, e-journals and full text databases. Furthermore Inter library loan facilities, orientation programs and plagiarism support services also need to be strategized into an innovative manner.