Service Quality Perceptions And Expectations Of Library Users: A Comparative Study Of Accra And Kumasi Technical Universities

Abstract

Technical universities have been embraced as conduits for delivering technical-oriented education in Ghana. Library service delivery is going to play a critical role in ensuring quality technical university education. Comparative research assessing library service delivery in technical universities in Ghana is limited. This study conducted a comparative analysis of library users’ service expectations and how they perceive the quality of library services they receive at both Accra Technical University (ATU) and Kumasi Technical University (KsTU). Four objectives were assessed; extent of library use, perception of quality of library service delivery, user satisfaction among the library users and challenges faced in accessing library services. A sample of 250 respondents were selected from both universities, comprising 136 from KsTU and 114 from ATU. The findings showed that library use is low in both technical universities. However, library use was lower in KsTU than in ATU. Also, the perception of library quality and satisfaction with library services were relatively higher in KsTU, as compared to ATU. Respondents in KsTU rated their satisfaction with library services higher than those in ATU. The challenges of library service delivery were found to be more severe in ATU than in KsTU. The study recommends embarking on library use awareness drive particularly in KsTU. There is also the need for provision of library facilities, running information literacy training, and digitization of library services, especially in ATU.