Application of total quality management (TQM) in evaluating the quality of library services at the Aga Khan University Library
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Authors
Kanguru, Anne Gathoni
Issue Date
2014
Type
Dissertation
Language
en
Keywords
Total quality management , Library service quality , Library service quality assessment , Servqual , Kenya
Alternative Title
Abstract
The study investigated the service quality of the Aga Khan University (AKU) library as
an example of an academic library in Kenya using SERVQUAL, a user based assessment
tool. Total Quality Management (TQM) philosophy formed the basis of the study; a
philosophy that is customer oriented and lays great emphasis on enhancing customer
satisfaction.
The study adopted a survey design and data was collected using a structured selfadministered
questionnaire by the name of SERVQUAL. The study sample consisted of
nursing and medical faculty; nursing and medical students. A total of 78 (63%)
respondents responded to the questionnaire. The data was analysed using Statistical
Package for Social Science (SPSS) version 17.0. Descriptive statistics was provided and
univariate analysis was applied to examine the characteristics of the 2 main variables;
perceptions and expectations.
The findings of the study established that the expectations of AKU library users are
higher than their perceptions. It is also evident from the findings that there are service
quality gaps in a number of library services offered by AKU library. This is demonstrated
through the gap analysis between the AKU library users‟ perceptions and the users‟
expectations of AKU library.
The study recommends that AKU library as well as other academic libraries in Kenya
adopt user based assessment tools such as SERVQUAL in the evaluation of library
service quality. The study further recommends that AKU library needs to address gaps
between the library users‟ perception and the users‟ expectation in order to enhance
customer satisfaction through the provision of quality services. The study also
recommends that AKU library needs to address the gaps in service attributes such as
those relating to AKU library staff, reliability and efficiency of AKU library service
delivery. In line with the findings the study further recommends more training for AKU
library staff in areas such as customer service skills as well as the need for AKU library
to invest more in its physical facility and equipment.
Description
Citation
Kanguru, Anne Gathoni (2014) Application of total quality management (TQM) in evaluating the quality of library services at the Aga Khan University Library, University of South Africa, Pretoria, <http://hdl.handle.net/10500/18217>