MEASURING THE SERVICE QUALITY OF LIBRARY STAFF OF TI-IE UNIVERSITY OF MORATUWA, SRI LANKA ON STUDENTS' PERSPECTIVES.

Abstract

This study exammes the Measure the Service Quality of Library Staff of the University of Moratuwa. Sri I.anka on Students' Perspectives. Users are being gradually moved to electronic libraries and other information sources. Enhancing the information resources and facilities are not enough to hold the users in the library and it is necessary to improve the services like customer care by the library stafT. With this technological era human resources has become most important asset than physical resources. Therefore. to measure the service quality of I.ibrary Staff on students' perspectives is very important research area with different directions. The quality of services provided by the Library Staff at expected and observed levels has been examined from the students using a modified version of the ServQUAL questionnaire. Three factors and fitieen dimensions have been identified that arc appropriate to explain service quality from students' perspectives. The findings revealed that 'overall service quality' afTects to 'frequency of library usc' and 'recommend others to usc the library'. Conducting training programs and workshops for stan: establish thc research help desk. have a session to introduce new concepts in the information field in every month. maintain a system to get feedback continuously. resolve the background issues to improve the services. and are important strategies for service quality improvements. Findings revealed that as a whole. students arc generally satisfied with the service provided by library staff of University of Moratuwa.