Students' Perceptions of Service Quality at the Balme Library, University Of Ghana

Abstract

The Balme library is the main library of the University of Ghana. It is the Country's premier University library and renders a wide range of services to the academic community. Although provision of facilities and staffing appear to be adequate there seem to be less emphasis on service delivery. So far it appears that no effort has been made to assess service quality as perceived by the client at Balme. This study is conducted to determine the perceptions of students as they relate to quality service at the BaIme library. The methodology adopted for the collection of data is the cross-sectional survey based mainly on survey questionnaire. The survey questionnaire was organised into six service determinants. The data were analysed using Statistical Package for Social science (SPSS) and Microsoft Excel. Based on the responses, in conjunction with the comments the following conclusions could be drawn. The library staff is generally knowledgeable, helpful courteous according to the students they serve. However it should be recognised as a means and not an end in itself. Equipment needs to be widely available and to work consistently whether it be photocopier, microfilm reader or computer. Collections in the library needed to be expanded and updated. Library is not open long enough to satisfy users especially those who patronize electronic services. Based on these and other conclusion, recommendations are made to the University authorities and the librarian on how best to improve on the emerging issues in the face of the dwindling budgetary support.