Performance evaluation of service quality and user satisfaction in selected Zimbabwe university libraries.

Abstract

This study examines the performance evaluation of service quality and user satisfaction in selected Zimbabwe university libraries. The study objectives were to establish reasons for the criticality of performance evaluation in university libraries, to identify the aspects of performance evaluation standards that contribute the most to service quality and user satisfaction, to examine how the service quality of libraries is affected by technologies, to assess service quality characteristics that contribute to user satisfaction, and to evaluate the decline in the usage statistics of the selected university libraries This study aimed to determine the centrality of the performance assessment of service quality and user satisfaction. The focus is on the selected institutions in Zimbabwe. The study further identifies the contextual areas affecting service quality, user satisfaction, and performance evaluation methods. It provides an opportunity to advance our knowledge of library operations and services, improve our understanding of user expectations, and enhance efficient service delivery. This is crucial in the Information Science fraternity in several ways. For instance, the theoretical perspectives of the study are intended to provide and contribute to the knowledge of performance evaluation of service quality and user satisfaction in university libraries in Zimbabwe. The study adopts the Expectation Confirmation Theory (ECT) as the theoretical lens to view the research hypotheses. It also uses a pragmatic paradigm to address the different research questions. The study also employs a combined quantitative and qualitative approach using a survey questionnaire, interviews, and observation for data collection. A survey questionnaire was administered to 1330 postgraduate library users, and semi structured interviews were conducted with nine purposively selected library managers. Qualitative data were analysed using thematic analysis, while quantitative data were analysed using the statistical package for social science (SPSS) 2021 to generate descriptive and inferential statistics to actualise the study's objectives. The reliability and validity of the instruments were ascertained through test retest reliability using Cronbach’s alpha on 30 postgraduate students from a university that was not selected. A reliability analysis was conducted on an instrument comprising 43 items. The Cronbach’s alpha showed that the questionnaire had acceptable reliability (α = 0.852). The study adhered to the ethical protocol of the University of KwaZulu Natal. The study findings established that respondents strongly felt that performance evaluation, user feedback, and user suggestions of library services are more critical to library performance and improving library services. The results revealed that library policies, procedures, and regulations affect most service quality and user satisfaction. The findings of this study showed that the use of computers has increased library performance. It was also found that physical library visits declined owing to the proliferation of technologies. The findings indicate that libraries have resources and facilities that meet users’ needs. The library staff were highly commendable. The study concludes that variables such as performance evaluation, service quality, and user satisfaction contribute to library service quality. The study also concluded that university libraries that subscribe to local and international associations and organisations develop more in their management. The selected libraries can raise their standards by becoming members of local and international associations. It was concluded that the availability of electronic resources enhances research quality by supplementing hard copies. University libraries should invest in electronic resources and ensure that they subscribe to various of these resources to increase the accessibility of their collections. The study recommended that work on performance measurement and evaluation be performed regularly. Every academic library's measurement and evaluation team must suggest proper planning for conducting performance surveys. The study also recommends that specific standards be observed to allow university libraries to use different indicators and the revised standards procedures in their operations. There was a need for collaborative efforts through national associations (ZimLA), Zimbabwe Library Consortia, and other international associations (IF LA, AFLIA and American Library Association (ALA). The study recommends that university libraries keep pace with the latest technological advancements. The study also recommends that library management create a section in the library dedicated to eliciting user needs. This study also recommends that library staff be trained and retrained on how to maintain library statistics. The findings, conclusions, and recommendations will help university libraries strengthen their systems and strategies for improving the provision of their services. More importantly, evidence based modern benchmarking tools will usher in a new dimension of managing university libraries. The study proposes a more refined model and instrument for measuring the service quality and user satisfaction of libraries. Finally, this study has the potential to improve the user experience of university libraries.

Iqoqa.

Lolu cwaningo luhlola ukusebenza kwezingabunjalo kanye nokwaneliseka kwabasebenzisa imitapo yolwazi ekhethiweyo enyuvesi yaseZimbabwe. Inhloso yocwaningo ngukuthola izizathu zobucayi bokuhlola ukusebenza emitwapweni yolwazi yenyuvesi, ukuveza izinkomba zamazinga okuhlola ukusebenza aholela kakhulu ezingabunjalweni lokusebenza kanye nokwaneliseka kwabayisebenzisayo, ukuhlola ukuthi izingabunjalo lokusebenza kwemitapo yolwazi linomthelela onjani ekusebenzeni kwezobucwepheshe, ukubheka ubunjalo bezinga lokusebenza obunomthelela ekwanelisekeni kwabayisebenzisayo, kanye nokuhlola ukwehla ekusebenzisekeni ngokwezinombolo kwemitapo yolwazi ekhethiweyo enyuvesi. Lolu cwaningo luhlose ukuthola isizinda sokuhlola kokusebenza kwezingabunjalo lomsebenzi kanye nokweneliseka kwabayisebenzisayo. Kugxilwe ezikhungweni ezikhethiweyo eZimbabwe. Ucwaningo luphinde lukhombe izizinda okugxilwe kuzo ezinomthelela wezinga lokusebenza, ukweneliseka kwabayisebenzisayo kanye nezindlela zokuhlola ukusebenza. Lunikeza ithuba ukuthuthukisa ulwazi lwethu lokusebenza kwemitapo yolwazi kanye nemisebenzi yayo, ukuthuthukisa ukuqonda kwethu kokulindeleke ngabayisebenzisayo, kanye nokukhulisa izidingo zokusebenza ezigculisayo. Lokhu kusemqoka kakhulu emphakathini weSayensi Yezolwazi ngezindlela eziningi. Njengokuthi nje, izindlelakubuka ngenjulalwazi yocwaningo zihlose ukunikeza futhi zibe nomthelela elwazini lokuhlola ukusebenza kwezingakusebenza kanye nokweneliseka kwabayisebenzisayo emitapweni yolwazi enyuvesi yaseZimbabwe. Ucwaningo lusebenzisa iNjulalwazi Yokuvumelana Kokulindelekile, i-Expectation Confirmation Theory (ECT) njengesibuko senjulalwazi ukubuka izihlawumbiselo zocwaningo. Lusebenzisa futhi ipharadaymu yokungenzeka ukuphendula imibuzo yocwaningo eyehlukene. Ucwaningo luphinde futhi lusebenzise ngokuhlanganyela indlelande yezinombolo kanye neyobunjalo botho ngokusebenzisa uhlamibuzo lwesaveyi, izingxoxo, kanye nokubukela ukuqoqa imininingo. Uhlamibuzo lwesaveyi lwasetshenziswa kubasebenzisi bomtapo wolwazi asebeneziqu abayi-1330, kanye nezingxoxo ezisakuhleleka zenziwa nabaphathi bomtapo wolwazi abakhethwe ngenhloso. Imininingo yekhwalithethivu yahlaziywa ngokusebenzisa ukuhlaziya ngezindikimba, kanti imininingo yezinombolo yahlaziywa ngokusebenzisa iStatistical Package for Social Science (SPSS) 2021 ukuthola izinombolo ezichazayo kanye nezibalo zokungase kwenzeke ukuqondisa kahle izinhloso zocwaningo. Ukwethembeka kanye nokukholakala kwamathuluzi asetshenzisiwe kwaqinisekiswa ngokuvivinya okuphindaphindayo kusetshenziswa iCronbach’s alpha kubafundi asebeneziqu abangama-30 basenyuvesi ekhathethiwe. Ukuhlaziya kokwethembeka kwenziwa ngethuluzi elinezinhlaka ezingama-43. ICronbach’s alpha yaveza ukuthi uhlamibuzo lwaba nokwethembeka okwamukelekile (α = 0.852). Ucwaningo lwahambisana nenqubo yenkambiso elungileyo yasenyuvesi yaKwaZulu-Natali. Imiphumela yocwaningo yaveza ukuthi abahlanganyeli bezwa sengathi ukuhlola kokusebenza, izimpendulo zabasebenzisa imitapo yolwazi, kanye neziphakamiso zabasebenzisa umtapo wolwazi ngokusebenza komtapo wolwazi kugxile kakhulu ekusebenzeni komtapo wolwazi kanye nasekuthuthukiseni ukusebenza komtapo wolwazi. Imiphumela yaveza ukuthi imigomo yomtapo wolwazi, izinqubo, kanye nendlelakusebenza kunomthelela omkhulu kwizingabunjalo lomsebenzi kanye nokweneliseka kwasebenzisi bemitapo yolwazi. Lolu cwaningo lwaveza ukuthi ukusebenzisa amakhompyutha sekwenyuse ukusebenza komtapo wolwazi. Kwatholakala futhi ukuthi ukuvakashela umtapo ngumuntu bukhoma sekwehlile ngenxa yokusabalala kokusebensa ngobuchwepheshe. Imiphumela iveza ukuthi imitapo yolwazi inezinsizakusebenza ezihlangabezana nezidingo zabasebenzisi bemitapo yolwazi. Abasebenzi basemtapweni wolwazi banconywa kakhulu. Ucwaningo luphetha ngokuthi amavarebhuli afana nokuhlola ukusebenza, izingakusebenza, kanye nokweneliseka kwabasebenzisi bomtapo wolwazi kunomthelela kwizingakusebenza lomtapo wolwazi. Ucwaingo luphinde luphethe ngokuthi imitapo yolwazi yasenyuvesi iyahambelana nezinhlangano zangaphakathi zezwe nezamazwe angaphandle futhi izinhlangano zithuthukisa amakhono azo okuphatha kakhulu. Imitapo yolwazi ekhethiweyo ingaphakamisa amazinga ayo ngokuba amalunga ezinhlangano zamazwe angaphakathi kanye nezamazwe ngamazwe. Kwavela ukuthi ukuba khona kwezinsizakusebenza zobuchwepheshe kukhuphula izingabunjalo locwaningo ngokuthatha indawo yamakhophi aqoshiwe. Imitapo yolwazi yasenyuvesi kumele ifake amandla emali ezinsizeni kusebenza zobuchwepheshe bese iqinisekisa ukuthi bayabhalisa kulezi zinsizakusebenza ezahlukehlukene ukukhuphula ukungeneleka kwamaqoqo abo olwazi. Ucwaningo luphakamisa ukuthi umsebenzi wokukala ukusebenza kanye nokuhlola kumele kwenzeke njalo. Zonke izikalo zomtapo wolwazi wemfundo kanye nethimba lokuhlola kumele kuphakamise uhlelo olufanelekile ukuqhuba umsebenzi wamasaveyi. Ucwaningo luyaphakamisa futhi amazinga athile kumele abhekwe ukuvulela imitapo yolwazi yenyuvesi ukusebenzisa izinkomba ezehlukahlukene bese kubuyekezwa izinqubo sokusebenza. Bekunesidingo semizamo yokusebenzisana nezinhlangano zesizwe (ZimLA), Inhlangano Yemitapo Yolwazi yaseZimbabwe, kanye nezinye izinhlangano zamazwe angaphandle (IFLA, AFLIA kanye ne-American Library Association (ALA)). Ucwaningo luphakamisa ukuthi imitapo yolwazi yasenyuvesi ihambisane nokuthuthuka kokusebenza kobuchwepheshwe. Ucwaningo luphakamisa ukuthi ubuholi bomtapo wolwazi buqambe uhlaka olubhekelela izidingo zabasebenzi bomtapo wolwazi. Ucwaningo luphakamisa futhi ukuthi abasebenzi bomtapo wolwazi baqeqeshwe ngokuphindiwe ukugcina izinombolo zomtapo wolwazi. Imiphumela, isiphetho, kanye neziphakamiso kuzokwelekelela imitapo yolwazi yasenyuvesi ukuthi kukhulise izindlela zabo kanye namasu okuthuthukisa ukunikezela ngemisebenzi yabo. Ikakhulukazi, amathuluzi okusebenzisana nabanye esimanje nanobufakazi kuzokwelekeleka ukubhekelela ubungako obusha bokwengamela imitapo yolwazi enyuvesi. Ucwaningo luphakamisa imodeli ecolisekile kanye nethuluzi lokukala izingakusebenza lemitapo yolwazi kanye nokweneliseka kwabayisebenzisayo. Okokugcina, lolu cwaningo lunokukwazi ukuthuthukisa isimo sabasebenzisa imitapo yolwazi yenyuvesi.