The effect of selected factors on service quality of university libraries in Tanzania a case of ardhi university (ARU)

The present study examines the effect of selected factors on service quality of University Libraries in Tanzania. The study took the form of a cross – sectional survey design. Participants were interviewed using pre-tested structural questionnaire. The study took place at Ardhi University (ARU) and involved a total of 150 students and service providers, out of which only 147 agreed to participate. Data were analyzed quantitatively using SPSS version 16. Sample was picked basing on judgmental and situational factors from main library in Ardhi University. The sample of the study was selected using simple random sampling. It was used to select the desired sample. The method of random sampling can take an advantage of giving every user an equal chance of being selected for the sample. The results revealed that users ‘expectations were high as compared to their perceptions. The overall service quality and satisfaction of the university’s libraries was found to be somewhat good. Users were satisfied with library staff’s courteous and caring behavior. However, university librarians desperately need to take remedial actions to improve library staff’s competency and physical evidences. Users preferred the “tangibles” dimension more than other dimensions. The study recommends that the University should change the library system from being manual to automated library which will make the service being nice and faster This study is the first to measure the service quality of the university’s libraries and is particularly significant for librarians and university administrators who wish to explore the strengths, weaknesses and threats of quality library services. The findings will assist them to review their service policies and take steps to improve service quality of Ardhi University.