Exploring Dimensions of Library Service Quality: A Study of University Libraries in Islamabad

Samenvatting

The current study examines the quality of library service and its influence on user satisfaction and loyalty in public-sector universities in Islamabad. It employs a quantitative research approach and a survey design and collects data from 486 active library users across two top-ranked universities. Descriptive statistical methods are employed to analyze the data. This study provides insights into library service quality by addressing critical dimensions such as service affect, information control, the library as place, user satisfaction, and user loyalty. The results indicate that the library staff are generally perceived as knowledgeable and responsive regarding service affect and appreciate the modern and user-friendly access tools. The students also mentioned that these libraries have quiet spaces and secure environments for group study. The results show that the students are highly satisfied with the library services, security measures, and decision-making support. Furthermore, the study highlighted that the students were strongly loyal to the libraries, indicating future service use, positive comments, and preferred libraries for all users. However, certain areas need further enhancement to improve service quality.