Jalal ud din, Saeed Ullah Jan, Muhammad Zeeshan Khan, Amjad Reba Khan


The purpose of this paper is to measure the quality of library services in the different departments in the University of Peshawar. Objectives of research paper were: to find out different service attributes and their relevant dimensions and to evaluate the service quality of libraries by measuring gaps between perceptions and expectations of borrowers in the University of Peshawar. Quantitative research design was used to investigate the problem in depth. SERVQUAL structured data collection instrument was adopted with the permission from its originator Parasuraman et al. (1985) to analyze the perceptions and expectations of library users through seven-point semantic scales. Stratified random sampling techniques were used while data was collected from all 399 respondents out of 14456 populations. Data were fed on SPSS pertaining to 22 item statements to find out the overall quality of library services. The study found that highest expectations observed i.e. about welcoming and positive attitude of library staff and attractive physical appearance of library holdings. Whereas, users were satisfied with the availability of services at accurate time as well as always cooperation of staff towards borrowers providing library services. The result showed that all expectations were found higher than perceptions. However, narrow gaps were perceived between perceptions and expectations of library users providing library services relevant to the SERVQUAL dimensions. Thats mean satisfaction and overall service quality of University libraries were perceived to some extends good.

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