Naomi Dalitso Kachoka

Measuring Service Quality in Academic Libraries: a Malawian Case Study Naomi Dalitso Kachoka

Various measurement models have been used to assess quality in library services. In order to assess the attitude of users, libraries have used user satisfaction and service quality surveys which use the Gap measurement model. The LibQUAL+? instrument which was derived from the Gap theory of service quality and the SERVQUAL instrument are now being widely used. Inadequate funding which leads to inadequate resources in most developing countries contributes to the poor performance of services as observed in Malawi. The book explores how Chancellor College Library which is the largest academic library in Malawi, failed to meet the minimum expectations of service quality of its users in all the three dimensions of service quality: effect of service, library as place and information control.