Institutional as Factors Determinants of Perceived Service Quality in Academic Libraries: A Study of University Libraries in Edo State Nigeria
DOI:
https://doi.org/10.22373/xayp1768Keywords:
Institutional Factors, Service Quality, Servqual, Academic Libraries, Faktor Institusional, Kualitas Layanan, Perpustakaan AkademikAbstract
Academic libraries are fundamental to university education systems worldwide, serving as primary centers for knowledge access and scholarly support. However, the quality of library services varies significantly based on institutional conditions and support systems. This study examined how institutional factors influence the perceived quality of services delivered by university libraries in Edo State, Nigeria. The research employed a descriptive survey design, collecting data from 202 library staff working across six universities in the state. Data collection instruments assessed service quality dimensions, institutional support mechanisms, and service delivery challenges. Results indicated that library service quality was above average, with reliability being the most highly rated service dimension. Critical institutional factors affecting service quality included technical support systems, staff training programs, funding levels, information and communication technology facilities, and management support. The study identified significant challenges, particularly inadequate infrastructure such as irregular electricity supply and limited resources. Statistical analysis revealed a strong positive relationship between institutional factors and service quality, with institutional factors explaining 55.1% of the variation in service quality outcomes. Technical support emerged as the most significant predictor of service quality among all institutional factors examined. The findings demonstrate that institutional factors substantially determine the quality of library services in university settings. The study recommends comprehensive institutional interventions focusing on infrastructure development, adequate resource allocation, and enhanced management systems to improve library service quality in Nigerian universities. These insights are valuable for university administrators, library managers, and policymakers seeking to enhance academic library effectiveness in resource-constrained environments.
Abstrak
Perpustakaan universitas memainkan peran penting dalam mendukung proses pengajaran, pembelajaran, dan penelitian di pendidikan tinggi Nigeria. Penelitian ini menyelidiki faktor-faktor institusional sebagai penentu kualitas layanan yang dirasakan di perpustakaan universitas di Negara Bagian Edo, Nigeria, dengan berpedoman pada kerangka kerja SERVQUAL. Penelitian ini menggunakan desain survei deskriptif, dengan metode total enumeration yang mencakup seluruh 202 tenaga perpustakaan di enam universitas, yaitu University of Benin, Ambrose Alli University, Benson Idahosa University, Wellspring University, Igbinedion University, dan Edo State University, Uzairue. Data dikumpulkan menggunakan kuesioner terstruktur yang telah divalidasi sendiri (CVI = 0,82; Cronbach's α = 0,84–0,87) dan dianalisis menggunakan statistik deskriptif serta regresi linier berganda. Hasil penelitian menunjukkan tingkat kualitas layanan secara keseluruhan berada pada kategori sedang (grand mean = 2,91), dengan dimensi reliability (keandalan) dan empathy (empati) sebagai dimensi terkuat, sementara tangibility (bukti fisik) memperoleh skor terendah. Faktor-faktor institusional secara bersama-sama menjelaskan 55,1% varians dalam kualitas layanan yang dirasakan (R² = 0,551; F = 49,072; p < 0,001). Dukungan teknis muncul sebagai prediktor terkuat (β = 0,312), diikuti oleh pelatihan (β = 0,275), fasilitas TIK (β = 0,267), pendanaan (β = 0,224), dan dukungan manajerial (β = 0,198). Penelitian ini menyimpulkan bahwa peningkatan kualitas layanan perpustakaan secara berkelanjutan memerlukan investasi institusional yang terkoordinasi dalam infrastruktur teknologi, pengembangan sumber daya manusia, serta strategi pendanaan yang lebih beragam.
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