The gap between user perceptions and expectations of students at the main library of the University of KwaZulu-Natal: Pietermaritzburg Campus

Matsobane Daniel. Kekana · Siyanda Edison. Kheswa

7 citations0/0 files storedSouth African journal of information management

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Library Science and Information Literacy Library Science and Information Web and Library Services

Abstract

Background: An academic library is defined as the heart of a university, providing a venue for students, lecturers and researchers to advance their knowledge and conduct their research. These institutions should provide learning opportunities for all who choose to use them. The materials in the library are for anyone to use, which is why university libraries are important. This study investigated the gap between postgraduate students’ perception and expectations of the main academic library (Cecil Renaud) at the University of KwaZulu-Natal: Pietermaritzburg campus. Objectives: This study’s objective was to determine the gap between the existence of users’ expectations and perceptions of the quality service. Method: This study employed the quantitative research method, with a survey research design. The study population included postgraduate students in the School of Social Sciences, College of Humanities, at the University of KwaZulu-Natal: Pietermaritzburg campus. Results: The services that have a relatively big gap in agreement between expectations and perceptions are: computers that work well, adequate number of computer workstations and an efficient short loan service, and the library helping the user to stay abreast of developments in their field of interest. On the other hand, services that have a small gap are: a library environment that has sufficient lighting; and staff willing to help, who understand the library service need and who are sufficiently knowledgeable. Conclusion: The study found that there was a gap in almost all the services provided by the Cecil Renaud Main library. For example, with the comprehensive collection, there were not adequate print journals and books. In relation to access to information, the major gaps were re-shelving of journals, missing books and journals, and an inefficient short loan and interlibrary loan service.

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References

2000Measuring service quality at yale university’s libraries 2010Service quality and customer satisfaction in academic libraries 2007Measuring service quality in an academic library: an Indian case study 2001User perceptions of library effectiveness in Malaysian agricultural libraries 2007LibQUAL+TM at Rhodes University Library 2015Perceptions of students working as library reference assistants at a University Library 2018A meta-analysis of service quality of Iranian university libraries based on the LibQUAL model 2015Information Behavior and Expectations of Veterinary Researchers and Their Requirements for Academic Library Services

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