Servqual Gap Analysis of User Satisfaction in Information Services for College Students in Zaria

Authors

  • Kayode Sunday John Dada Ahmadu Bello University, Zaria
  • Jeremiah Orasemen Amahian Amahian, Jeremiah Orasemen Department of Library and Information Science, Ahmadu Bello University, Zaria, Kaduna State Nigeria. +2348066142771
  • Tijjani Abubakar Tijjani Abubakar is faculty of the Department of Library and Information Science, Ahmadu Bello University, Zaria, Kaduna State..

Keywords:

Servqual, Gap Analysis, Library, Service, Quality, User Satisfaction.

Abstract

The information provision of required quality and relevance is very important for the satisfaction of library users. Periodical assessment of the satisfaction of users is very essential to assess the utility of the resources and services of any information system catering to the students in colleges or universities. This article investigates service quality and user satisfaction of information services using traditional and electronic systems and methods provided to college students in Zaria to undertake measures to improve service delivery if essential.  Servqual Gap Analysis is used to assess the satisfaction level.  Student population taken as sample is limited to College Library Federal College of Education, Zaria. Findings revealed that the system ensures user satisfaction by periodical evaluation and effecting improvements based on findings. Authors recommend use of Servqual method to measure user satisfaction in all libraries in Nigeria for ensuring continuous quality service delivery to especially in education sector.  

Author Biographies

  • Kayode Sunday John Dada, Ahmadu Bello University, Zaria

    Dada Kayode Sunday John is Faculty of Depart of Library and Information Science, Ahmadu Bello University, Zaria, Kaduna State, Nigeria. His research interest includes, Cloud Computing, Emerging Technologies in Cyber Security, Information Literacy and UAVs (Unmannered Aerial Vehicle Utilization) in combating insurgency.  John is an active member with several organisations including Internet Society, Awesome Foundation Trustee, Society of Digital Information and Wireless Communications (SDIWC), International Association of Engineers (IAENG), and International Association of Computer Science and Information Technology (IACSIT), Singapore.

  • Tijjani Abubakar, Tijjani Abubakar is faculty of the Department of Library and Information Science, Ahmadu Bello University, Zaria, Kaduna State..

    Tijjani Abubakar is faculty of  the Department of Library and Information Science, Ahmadu Bello University, Zaria, Kaduna State..

References

Agbor, J. M. (2011). The Relationship between Customer Satisfaction and Service Quality: a study of three Service sectors in Umeå. (http://www.diva-portal.org/smash/get/diva2:448657/FULLTEXT02)

Ahmed, S.M. Z. & Shoeb, Z. H. (2009). Measuring Service Quality of a Public University Library in Bangladesh using SERVQUAL, Performance Measurement and Metrics, Vol. 10, No 1, PP.17- 32.

Arshad, A. &Ameen, K. (2010). Service Quality of the University of the Punjab's libraries: An Exploration of users' Perceptions, Performance Measurement and Metrics, Vol. 11, No. 3, PP. 313– 325.

Babalhavaeji, F., Isfandyari-Moghaddam, A., Aqili, S.V. and Shakooii, A. (2009). Quality Assessment of Academic Library Performance: the case of an Iranian Academic Library. Malaysian Journal of Library & Information Science, Vol.14, No.2, PP. 51-81.

Chaminda, J. (2010). Using focus groups to investigate service quality determinants for customer satisfaction in selected university libraries in Sri Lanka. SA Jnl Libs & Info Sci, 76(2). (http://sajlis.journals.ac.za).

Enayati, T., Modanloo, Y., Behnamfar, R. & Rezaei, A. (2013). Measuring Service Quality of Islamic Azad University of Mazandaran using SERVQUAL Model. Iranian Journal of Management Studies (IJMS). Vol.6, No.1, pp: 99-116

Gella, A.G. (2014). Measuring service quality of the Ethiopian Defense University, College Of Engineering Library using Servqual Gap Analysis Model. Unpublished Msc Thesis, Haramaya University School Of Graduate Studies, Haramaya,Ethiopia.

Giannopoulou, A.& Kalliabakou, V. (2015).A Study on Library Users’ Satisfaction Evaluation in Greek Academic Libraries. QQML, Publication of Athens University of Economics & Business, Greece.

Hernon, P. & Nitecki, D. A. (2001). Service Quality: A Concept Not Fully Explored. Library Trends, Vol. 49, No. 4, pp. 687-708

Hoyer, W. D. & MacInnis, D J. 2011. Consumer Behavior.(http://trove.nla.gov.au/work/10046815)

Khalid, S., Mahmood, B., Abbas, M. & Hussain, S. (2011). Customer Satisfaction with Service Quality in Conventional Banking in Pakistan: The Case of Faisalabad. International Journal of Marketing Studies. Vol. 3, No. 4; pp. 165-174.

Kim, Y.P., Kim, K.W. & Yun, D.G. (2003). Exploration and Development of SERVQUAL, Asian Journal on Quality, Vol. 4 Iss: 1, pp.116–130.

Kyrillidou, M. (2005). Library Assessment: Why Today and Not Tomorrow? USA: The Council of the Technological Educational Institution of Thessaloniki.

Lincoln, Y. (2002). Insights into library services and users from qualitative research. Library & Information Science Research. 24 (1): 3-16.

Mohammad, A. A. S. & Alhamadani, S. Y. M. (2011). Service Quality Perspectives and Customer Satisfaction in Commercial Banks Working in Jordan. Middle Eastern Finance and Economics, Issue 14

Naik, C.N. K., Gantasala, S. B. and Prabhakar, G. V. 2010. Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing. European Journal of Social Sciences. Vol 16, No 2, PP. 231-243

Popoola, S.O. (2008). The Use of Information Sources and Services and Its Effect on the Research Output of Social Scientists in Nigerian Universities. (http://www.webpages.uidaho.edu/~mbolin/popoola.htm).

Sahu, A. K. (2007). Measuring service quality in an academic library: an Indian case study, Library Review, Vol. 56 Iss: 3, pp.234 – 243.

Somaratna, S. D., Peiris, C. N. & Jayasundara, C. (2010). User expectation verses user perception of service quality in University libraries: a case study. (http://archive.cmb.ac.lk/research/bitstream/70130/168/1/ccj4.pdf)

Strömgren, O. (2007). Analyzing Service Quality: A Study among Peruvian Resort Hotels. (http://epubl.luth.se/1402-1617/2007/217/LTU-EX-07217-SE.pdf)

Velnamby, T. & Sivesan, S. (2013). Factor Analysis of Service Quality in University Libraries in Sri Lanka -- An Application of Servqual Model. Industrial Engineering Letters, Vol. 3 Issue 5, pp. 40-49. (http://connection.ebscohost.com/c/articles/89016048/factor-analysis-service-quality-university-libraries-sri-lanka-application-servqual-model)

Wang, I. & Shieh, C. (2006). The relationship between service quality and customer satisfaction: the example of CJCU library. Journal of Information & Optimization Sciences. Vol. 27, No. 1, pp. 193–209.

White, L.S. (1998). A Service Quality Survey at the University of Virginia Library. (http://www2.lib.virginia.edu/mis/reports/SERVQUALReport1998.pdf).

Yu, B. W. F. (2008). Using SERVQUAL to Measure Users’ Satisfaction of Computer Support in Higher Educational Environments.

Yu, Z. (2003). Analyzing Service Quality via QFD and SERVQUAL: Applications in Accommodation Services and Distance Learning. A Thesis Submitted for the Degree of Master of Engineering Department of Industrial and Systems Engineering National University of Singapore.

Downloads

Published

2023-02-09

Issue

Vol. 10 No. 1 (2023): Human Books and Digital Humans

Section

Articles

License

Submission of a manuscript to IS indicates that the work is original, has not been previously published (except as an abstract, lecture, or thesis), and is not under consideration by another journal. By submitting, authors affirm that their manuscript meets the journal’s ethical and editorial standards and that they agree to the terms of copyright and licensing upon acceptance.

Once accepted for publication, authors grant IS the first publication rights to the work. However, authors retain full copyright of their content and remain the legal owners of their intellectual property.

IS provides open access to all published articles six months after the release of the respective volume. Once the embargo period concludes, articles are made freely available under the Creative Commons Attribution (CC BY) License (https://creativecommons.org/licenses/by/4.0/). This license allows users to share, adapt, and reuse the work in any medium or format provided that appropriate credit is given to the original authors and the initial publication in this journal.

The journal's delayed open access model supports global knowledge dissemination, ensuring that research is accessible without financial or legal barriers. Authors are also encouraged to archive their published articles in institutional repositories, personal websites, or other platforms, with full citation of the journal version. Pre-print versions posted online should include a citation and link to the final published version in IS as soon as the issue is available; post-print versions (including the final publisher's PDF) should include a citation and link to the journal's website.

All materials published in the IS website are distributed under a Creative Commons Attribution license, unless otherwise noted.