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.
