How far are the public university libraries in Bangladesh meeting students' expectations? – An analysis of service quality through LibQUAL+ core items

Abstract

PurposeThe main aim of this paper is to examine the extent to which the major public university libraries in Bangladesh are meeting students' service expectations through analyzing LibQUAL+ core items.Design/methodology/approachThe survey data were obtained from students using a paper version of the questionnaire consisting of LibQUAL+ core 22 service items at four top-ranked public universities in Bangladesh. Students rated the items on three service levels each using a nine-point scale: Minimum level, Desired level and Perceived Level. Descriptive statistics, i.e. mean and SD were obtained and service adequacy gap (SAG) scores between perceived and minimum levels were computed to see whether the libraries are meeting students' minimum expectation. Non-parametric Wilcoxon sign rank test was conducted to examine the differences between minimum and perceived scores. Finally, Mann–Whitney and Kruskal–Wallis tests were conducted to see the effect of students' demographic variables on their ratings on minimum and perceived scores.FindingsThe findings revealed that the service performances of major university libraries are lagging far behind from students' minimum expectation (minimum > perceived). There are significant differences between minimum and perceived scores. Significant differences are also found in students' gender, age and enrolment level concerning their ratings on minimum and perceived service levels.Practical implicationsThe result of this study analyzes the service quality of major university libraries in Bangladesh. These findings can be used to identify the strengths and weaknesses of the library services.Originality/valueLibQUAL+ has been used mostly in academic libraries in developed countries but this is for the first time a paper-version of the instrument was used in university libraries in Bangladesh.