Evaluating library service quality at the Aga Khan University library: Application of a total quality management approach

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The purpose of this paper is to report on an investigation of the service quality of the Aga Khan University library in Kenya. The total quality management philosophy which forms the basis of this report has been demonstrated by the use of SERVQUAL, a userbased assessment tool, in the evaluation of service quality. The research was conducted among 123 Aga Khan University library users – nursing and medical faculty and nursing and medical students – with an aim to investigate the quality of its services based on the satisfaction of library users with the services and as expressed by and based on users’ expectations and perceptions. The data was gathered through the SERVQUAL structured questionnaire and a 63% response rate was realized. The findings generally established that the expectations of Aga Khan University library users are higher than their perceptions. The results also show that there are service quality gaps in a number of services offered by the library. This research is deemed important as there is lack of information showing libraries in Kenya having involved library users in service quality evaluation through the use of objective and user-based tools. Thus this paper may lead to libraries in Kenya embracing objective measurement tools for the evaluation of library service quality. It is hoped that this article will contribute to a better understanding of philosophies such as total quality management in an academic library environment in developing countries, users’ expectations and perceptions of quality.


Journal of Librarianship and Information Science