Assessment of Internal Service Quality of University Library: Evidence from a State Government University in Nigeria

Abstract

Universities all over the world are now competing for customers, ranked positions and funding from stakeholders. To realize these goals and have competitive edge in national and international university education business, individual universities need to provide superior service quality to internal and external customers. Thus, this study is evolved to evaluate the internal service quality of a state university library in Nigeria. The study adopted a survey research method in which a questionnaire instrument was used to gather data from the internal customers of the library (e.g. the library staff) numbering 31 in all. Data was analyzed by means of descriptive and inferential statistics (e.g. mean, correlation and t-test). The study found that the internal service quality of the library is poor for all service quality dimensions. The study also revealed that there is significant statistical difference between perceived and expected service quality of the library. The study, therefore, recommends that the university management should urgently upgrade the service quality of the university library by way of providing more library facilities (current books, e-library, computers, office equipment, etc.), train and develop the staff, and inculcate marketing orientations among the staff.

Keywords: Service Quality, Internal Customer Service, Library, Nigeria

JEL Classification: M31