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Examining the relationship between competitive capability and perceived service quality in university libraries

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dc.contributor.author Arachchige, J. J. G.
dc.contributor.author Singh, Diljit
dc.contributor.author Weerasooriya, W. A.
dc.date.accessioned 2021-11-03T09:17:58Z
dc.date.available 2021-11-03T09:17:58Z
dc.date.issued 2021
dc.identifier.citation Arachchige, J.J.G., Singh, D. and Weerasooriya, W.A., 2021. Examining the relationship between competitive capability and perceived service quality in university libraries. Journal of the University Librarians Association of Sri Lanka, 24(1), pp.1–38. DOI: http://doi.org/10.4038/jula.v24i1.8042 en_US
dc.identifier.issn 2579-2253
dc.identifier.uri http://repository.kln.ac.lk/handle/123456789/23829
dc.description.abstract As modern Information Technology has created a way to a variety of information service opportunities, many options other than the conventional library service are available for users. A stiff competition has emerged among information service providers and therefore university library professionals too have to think of their competitive advantage. Service quality has gained a high concern as a strategy for developing the competitive position of an organization and many studies in different fields have established a strong relationship between service quality and competitive advantage. Viewing inversely, some practitioners contemplate that the competitive position of resource capabilities can influence the improvement of service quality. In order to examine the relationship between competitive position and the service quality in a university library context, an exploratory survey was employed utilizing a VRIO based questionnaire and LibQUAL+ based instrument with 89 library professionals selected from 15 state university libraries in Sri Lanka. The study reveals that there is a moderate positive correlation between two variables (r = .286, n= 66, p = .020). As the relationship is moderate, further studies seem essential to support the hypothesis. The large percentage of residuals indicates that there are more factors contributing to the service quality in university libraries. This study en_US
dc.publisher https://jula.sljol.info/static/images/upress.png en_US
dc.subject Competitive position, Service quality, Information marketing, Competitive capabilities, VRIO, RBV theory, Resource capabilities en_US
dc.title Examining the relationship between competitive capability and perceived service quality in university libraries en_US


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