Evaluating service quality in academic libraries : a student survey at UNITEC Institute of Technology Library

Abstract

The purpose of this study was to determine whether UNITEC library is providing a quality service to its student customers, in the area of electronic resources. The study used a theoretical framework of service quality developed in the field of marketing. This is known as the 'gaps model' or 'performance-expectations' approach to measuring service quality. The study determined UNITEC students' expectations of academic library services related to electronic resources, and their perceptions of UNITEC library's performance in those services. Expectation ratings were compared with performance ratings to identify those areas where performance did not match expectations, ie where there is a 'service quality gap'. Consideration was also given as to whether the views of students differed according to their 'type of qualification' (non-degree; degree; postgraduate) or their 'mode of study' (part-time; full-time). A simple random sample of students was surveyed. Participants undertook a self-administered questionnaire, based on the 'Calvert and Hernon instrument', designed in New Zealand for use in academic libraries. In response to a list of 24 service statements, students were required to indicate how important each service was to them, and to rate UNITEC library's performance in that service. The research found only small 'service quality gaps', indicating that UNITEC library is largely meeting expectations and providing a quality service to its student customers (in the area of electronic resources). 'Type of qualification' and 'mode of study' were not found to have a significant impact on students' expectations or perceptions of performance. Although the research was limited in this instance to electronic resources, the methodology is applicable to more comprehensive studies, and the instrument was found to be an efficient and effective diagnostic tool.