Role of inventory control in the service quality of an academic library in regard to library material access

Abstract

ABSTRACT This article examines the possible impact of inventory control on the service quality of the academic library, using the academic library of the University of South Africa as an illustrative case study. Service quality components with a close relation to inventory control were identified. The first component identified was the library catalogue as a finding aid to provide relevant and accurate information to assist a client in discovering what information resources are located within the library. Two performance measures were chosen, namely client complaining behaviour (CB) in regard to the perceived state of the library catalogue before and after inventory control and the number of changes to the library catalogue after inventory control, indicating the number of incorrect item records on the catalogue. The second component identified was the ability of a client to find a specific information resource personally in the library when needed. This component was measured by availability study outcomes performed in the library, the number of misplaced information resources corrected during the inventory control project, and client complaining behaviour concerning the order of information resources on the shelves before and after inventory control. Overall, from the findings of the case study it can be concluded that the service quality of the library has improved as a result of inventory control. # Unisa Press ISSN 0027-2639 Mousaion 24 (1) 2006 pp. 75±95 75