Perception of library service quality, satisfaction and frequency of use of library resources

Abstract

The aims of this paper are to assess the students' perceived levels of library service quality, satisfaction with the library, frequency of use of library resources, and whether or not there are relationships among these variables. A survey research methodology using LibQUAL+TM instrument was used to collect data from a sample of 400 students at the National University of Lesotho (NUL). Self-administered questionnaires were distributed to students during class hours. Frequencies, means, standard deviations, correlations, regression and factor analysis were used to analyse data. As expected, factor analysis of LibQUAL+TM items yielded 3 factors - affect of service, information control and library as a place. On average, the respondents did not perceive quality service in terms of service provided by the library staff, and easy access and control of information. The majority of respondents also rarely used the library website. There was a strong and positive correlation between all attributes of library quality service and satisfaction with the library. Even though information control and affect of service had a slight correlation with the use of library website, the relationship became insignificant in regression analysis. There was no relationship between satisfaction and frequency of library usage. The paper concludes that LibQUAL+TM has acceptable applicability in Lesotho, and further recommends how affect of service and information control dimensions of library service quality at NUL can be improved.