Service Quality Audit (SQA) in Libraries

a case study of Kerala University library

Abstract

The main objective of the study is to conduct a library audit with respect to collection and resources, access and availability, facilities and environment, staff assistance and technological infrastructure of the library from user's perspective. The data for the study was collected from 246 library members selected at random from a population of 3,402 using a stratified random sampling method. Statistical techniques like arithmetic mean, standard deviation, Chi-square test, binomial test and ANOVA are used to analyse the data. It was found that the resources
available in the library are quite adequate, especially periodicals and theses. Different category of members is moderately satisfied with the collection, physical facilities, IT infrastructure and staff behaviour. The access and availability of resources in the library need improvement. Eresources, internet connectivity includingWi-Fi, library website and social media presence of the library are rated as excellent. But the computer facilities, digital archive, RFID system, OPAC and WEBOPAC, web-enabled academic tools require more perfection. The staff of the
library is always helping the users whenever needed. However, more than fifty percent of the members are not getting proper assistance in locating current periodicals, understanding catalogue and accessing articles from e-resources. More computers and IT infrastructure,
proper information literacy and user orientation programmes are required to enhance the utilisation of resources and quality of services.