Abdel Karim Fuad Kitana

An Assessment on the Services Provided by Sharjah University Libraries: Basis for Excellent Services Abdel Karim Fuad Kitana

This research examines service quality at Sharjah University libraries from its users' perspective using a form of SERVQUAL that was modified for library use. The research assesses service quality expectations and perceptions of 433 current users. Descriptive statistics were used to tabulate obtained results and gap analysis was used, as a diagnostic tool, to identify quality dimensions and their items that require actions for possible service improvement. In addition to, the researcher can examine the usage of the libraries, the physical environment of the libraries according to (library collection, library environment and library IT facilities), the over all quality and the most important services. The results shows several significant quality gaps indicating that the four libraries were meeting users' expectations. But the significant quality gap differ from one library to another. The survey results indicates that the female students were using the libraries more than male students, as well as, first and second year students were using the library more frequently, especially, those who were studying in Humanities and Social Science programs.