Research Publications Authored by SLIIT Staff
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This collection includes all SLIIT staff publications presented at external conferences and published in external journals. The materials are organized by faculty to facilitate easy retrieval.
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Publication Open Access A gap analysis to measure service quality of university libraries through user perspectives: a case study at the University of Colombo(KDU Library, 2010) Somaratna, H. M. D. S. D; Peiris, C. N; Jayasundara, C. CUser expectations and perceptions are important measures of service quality in academic libraries and service quality is frequently defined in terms of reducing the gap between user expectations and the service provided. The assessment of service quality through user perspectives provides an important feedback for libraries. The aim of this research was to determine the gap between user desired service expectations and actual service perceptions of the University of Colombo Library System to provide a better service to satisfy their expectations. This study conducted as a user survey covered 614 users of the Colombo University Library system. A modified version of a SERVQUAL model was used to ascertain the views of library users about 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. The largest service quality gap among all the attributes applied to the Colombo University Library System was “Access to electronic journals”. The author’s fervent hope is that this research would provide insights for further research in this field which in turn would eventually help decision makers to improve service quality in our academic libraries.Publication 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. CThe 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.