- Title
- Evaluating the extent to which Nelson Mandela Metropolitan University (NMMU) libraries meet student expectations
- Creator
- Zhibing, Mu
- Subject
- Nelson Mandela Metropoliotan University. Library
- Subject
- Academic libraries -- South Africa -- Port Elizabeth -- Evaluation
- Date Issued
- 2006
- Date
- 2006
- Type
- Thesis
- Type
- Masters
- Type
- MTech
- Identifier
- vital:9351
- Identifier
- http://hdl.handle.net/10948/648
- Identifier
- Nelson Mandela Metropoliotan University. Library
- Identifier
- Academic libraries -- South Africa -- Port Elizabeth -- Evaluation
- Description
- The failure to evaluate the service quality by comparing service expectations and service perceptions of students requires that the management of NMMU libraries identify the service expectations and service perceptions of students and measure the gaps between these service expectations and service perceptions of students. A literature review was conducted to explore the service expectations and service perceptions of students. An effective method (using the LibQUAL model) to evaluate the service quality of NMMU libraries based on the service expectations of students was described. Thereafter, a LibQUAL survey was used to collect the required empirical data from a convenience sample of 2 047 students enrolled at NMMU. The empirical findings showed that gaps existed between the service expectations and service perceptions of students at different campuses of NMMU. At different campuses of NMMU, the service expectations of students were not met in term of the service perceptions of the four dimensions (affect of service, library as place, information access and personal control) of the LibQUAL model. ii The study identified the gaps between the service expectations and service perceptions of students at different NMMU campuses and conclusions and recommendations based on these gaps were formulated. The management of the NMMU libraries needs to choose appropriate strategies to improve the quality of NMMU library services based on the service expectations of students.
- Format
- xiv, 207 leaves
- Format
- Publisher
- Nelson Mandela Metropolitan University
- Publisher
- Faculty of Business and Economic Sciences
- Language
- English
- Rights
- Nelson Mandela Metropolitan University
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