Browsing by Author "Somaratna, S. D"

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Open Access
Service quality in University of Colombo libraries: an assessment
(university of Colombo, 2011) Somaratna, S. D; Peiris, C. N
Survey of 614 users of the University of Colombo Library system using a modified version of SERVQUAL was carried out to ascertain the views of library users about the service level. They were asked to assess the actual service delivered by the library; to establish the importance of the service to them as users; and, to identify to what extent the service met their expectations. Exploratory factor analysis with Varimax rotation was employed to identify underlying dimensions of service quality of the Library and the best predictor of the overall service quality of the University of Colombo Library was identified by regression analysis. Finds that the service quality of the University of Colombo Library System was represented by seven dimensions and the best predictor of the overall service quality was the dimension referred to as “Collection and Access”. This is the first user survey conducted in University Libraries in Sri Lanka to assess the service quality through user perspectives, discovering service quality factors.
Open Access
User expectation verses user perception of service quality in University libraries: a case study
(ICULA 2010, Colombo, 2010) Somaratna, S. D; Peiris, C. N; Jayasundara, C. C
The library as one of the main service organizations in any University the assessment of service quality through user perspectives is very important. It provides a prompt feedback for libraries to assess and improve their services to users. The aim of this research was to measure the desired service expectations and actual service performance of the users of the University of Colombo Library System. As the initial step, 116 different service quality attributes were identified from previous studies done all around the world. Of these 35 attributes which are most appropriate to the Sri Lankan University Libraries were selected by an expert panel evaluation. The selected attributes were incorporated with the SERVQUAL model and a robust instrument was developed to ascertain the views of library users about service levels. This study was conducted during period of May -June 2008 as a user survey in the University of Colombo library system covering the main library and its two branch libraries, Science Faculty Library and the Medical Faculty Library. A total of 614 questionnaires were received indicating 74% overall response rate. Gap analysis was used to determine the service quality gap between desired service expectations and actual service performance. The most important area expected by users was relevance of information received followed by access to electronic journals and adequate lighting in reading areas. The highest performance area was accuracy of information received followed by feel safe and secure in the library and relevance of information received. Access to online journals showed the largest gap between user expectation and performances. The findings of this study give a good insight to improve user satisfaction providing a better service in identified areas.